Balancing Tradition and Innovation: Modernizing Family-Run Hotels - Mahavir Patel - President & CEO - Aatmos
Sep 11, 2024
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Mahavir Patel, President & CEO of Aatmos, discusses the exciting blend of tradition and innovation in family-run hotels. He shares insights on transforming tired motels into vibrant lifestyle destinations, emphasizing the challenges of pleasing both guests and major brands like Marriott. Mahavir dives into the underestimated aspects of hospitality, the balance between personal service and technology, and how local heritage influences modern designs. He also explores effective strategies for making smaller hotels profitable while enhancing guest experiences.
The transition from a mom-and-pop hotel to a branded lifestyle operation demands significant investments in infrastructure and management systems.
Enhancing guest experiences through well-planned landscaping can significantly improve a hotel's curb appeal and profitability.
Implementing an 'innkeeper' model allows smaller hotels to blend personalized service with efficient operations by maximizing staff versatility.
Deep dives
The Importance of Relationships in Real Estate
Relationships play a crucial role in the real estate industry, often determining the success of business ventures. A significant portion of deals in real estate is secured through personal connections rather than traditional marketing channels. One innovative initiative developed to leverage these connections is the Deal Rewards Program at Dove Hill Capital Management, which encourages individuals to bring off-market deals for potential collaboration. This approach emphasizes co-investment opportunities and unique deal structures, fostering a collaborative environment within the industry.
Transitioning to Managing Lifestyle Hotels
Transitioning from a mom-and-pop operation to a more structured management approach is a complex journey that requires significant investments in infrastructure and team development. The experience of obtaining approval to manage a lifestyle hotel with Marriott exemplifies this process, highlighting the rigorous standards and reputation needed to succeed. By investing in foundational business practices, including systems for accounting and operations, the team positioned itself to present compelling concepts to major brands. Ultimately, this strategic groundwork paid off, allowing them to secure management opportunities that would have otherwise been unattainable.
The Value of Landscape and Guest Experience
Investing in landscaping has proven to be a critical component in enhancing the guest experience at hotels. The design of outdoor spaces not only improves curb appeal but also helps create unique atmospheres that guests remember fondly. A well-executed landscape can significantly impact a property’s reception, making it more inviting and desirable. By prioritizing landscaping and integrating it into the overall design strategy, hotel operators can elevate the guest experience while also boosting profitability.
Operational Challenges of Lifestyle Hotels
Running lifestyle hotels requires a balance between high-touch service and efficient operations, which can be challenging in smaller properties. The concept of an 'innkeeper' was implemented to address these challenges, as it allows staff to handle multiple roles, including guest services, housekeeping, and maintenance. This model leverages technology to streamline administrative tasks, enabling the team to focus more on guest interactions and personalized service. By fostering a culture of accountability and enthusiasm among staff, successful hotels can deliver exceptional experiences even without a traditional front desk setup.
The Significance of Food and Beverage in Hospitality
Food and beverage are essential components of the overall guest experience at lifestyle hotels, helping to create memorable stays. Despite knowing that these operations can incur losses, offering quality dining options can enhance a hotel’s reputation and guest loyalty. The restaurant at Rocky Waters exemplifies how a smaller, well-conceptualized dining experience can attract both hotel guests and outside visitors, capitalizing on prime location and unique offerings. This highlights the idea that even if food and beverage operations aren’t highly profitable, they play a vital role in establishing the overall brand and guest experience.
Mahavir Patel is President & CEO of Aatmos, which focuses on investing in communities with growing demand and limited supply, investing in capital and culture. They partner with Marriott, Hilton, and IHG, as well as some of the most provocative creatives and curators in the country.