Anil Madhok is the Managing Director of Sarovar Hotels and Resorts, one of India’s leading hotel management companies. Spanning business, leisure and religious destinations, the Company manages and franchises 60 hotels and resorts across 40 cities in India and overseas under Sarovar Premiere, Sarovar Portico, Hometel, Park Plaza and Park Inn brands.
Anil Madhok is the Managing Director of Sarovar Hotels and Resorts, one of India’s leading hotel management companies. Spanning business, leisure and religious destinations, the Company manages and franchises 60 hotels and resorts across 40 cities in India and overseas under Sarovar Premiere, Sarovar Portico, Hometel, Park Plaza and Park Inn brands. The brands cover 3-star to 5-star hotels.
The perceived difference between Owners
and Hotel chains sometimes comes into question when an owner feels he is not
getting the services that he is paying for.
Often hotel Management Company’s
overlook the fact that the owner is the rightful proprietor of the hotel and
would continue to be so whatsoever and, that hotel management companies have
been hired ‘by the owner’ for their expertise to operate the hotel on his
behalf. Only when this relationship is
not well understood it causes problems in the relations.
Clarity of role
All operating companies have certain set
standards, operating procedures, marketing strategies and labour
policies that they need to follow. Some of these may often not be similar to
what the owning company follows as a policy. It is important for the operator
to be able to explain to the owners the need of standardization within the
brand, which is finally advantageous for the hotel owner to build his brand
goodwill and push his market positioning.
Vitality of trust
Another issue that is vital for this
relationship is the trust between the owner and the operator. As operators we must always remember that it
is the owner’s money at stake and he has every right to feel convinced that the
management company at all times would look after the best interest of the hotel
thereby looking after his interests. It is only fair that the owner feels that
hotel is being run on systems and there are checks and balances to control
revenue and expenses. As operators we
must explain the systems to see that the owner understands and feels
comfortable and confident of the management company.
Need for recognition
Particularly in Indian scenario, it is
important that the owner gets due recognition and importance. It is also
important for the owners to understand and appreciate the contribution that a
management group makes to operate the hotel.
Complete transparency, free and open
dialogue is one way through which the power tussle can be avoided. Agreements must be clearly discussed and
explained at length prior to entering into any arrangements.
As long as we all enter into an
agreement that both sides understand and that benefits an owner and operator
alike, can a relationship such as this succeed.