Hotel Operations Management | Operations | New Castle Hotels & Resorts

DirectSales

At New Castle, sales associates take pride in being relationship leaders and commanding a deep understanding of their local marketplace. As the sales landscape continuously evolves, New Castle achieves optimal results through a direct and group sales process that is driven at the property level and bolstered by Shared Services , which targets the business transient segment.

Business Transient Analysts are deployed not by geography but by brand family, to deliver the most robust product knowledge, better conversions, and maximum customer satisfaction.
Analysts manage all RFPs and provide administrative support to ensure property-based sales teams can focus on client relations and proactive selling.
Our analysts are collaborative and driven, serving as an extension of our property teams and working harmoniously with our brand partners.
Due to the transient sales support provided by our Shared Services, New Castle is often able to operate successfully with fewer sales FTEs on property.

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Internal VoiceReservations

New Castle has internalized the voice reservation process, leading to improved conversion, ADR, and guest satisfaction metrics. Significant gains have been made across the Portfolio, particularly for properties offering packages.

Voice reservation services are available in both the United States and Canada and are supported by a team of property-based associates, who understand the nuances of each property they make reservations for.
This personalized service provided by local, trained New Castle Associates, has yielded substantial improvement in conversion ratios and ADR compared to results through the major brands.
In addition to superior revenue performances, this service is also provided at a lower cost compared to the major brands.
Weekly ADR and conversion statistics are available to partners, investors, and asset managers.

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E-commerce &Digital Marketing

New Castle's fully internalized suite of E-Commerce and Digital Marketing services takes the guesswork out of complicated third-party strategies. Our in-house team ensures that top line campaigns create meaningful returns.

Fully staffed by hoteliers, this internal team liaises with the properties to provide tailored strategies that identify compelling revenue opportunities.
Cost-effective by providing the service at a lower price point than the brands and third-party service providers.
Our proprietary digital platform aggregates media spend and revenue from brand.com and OTAs and provides our teams with the data and analysis necessary to assess investment returns.
Owners and asset managers have full access to the digital platform.

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Talent Retention andHuman Resource Management

The New Castle approach to attracting talented associates is to maintain and continue to build on its reputation as a best-in-class employer.
New Castle conducts annual employee satisfaction surveys, subsequent action plans, career planning, and internal promotion tracking to further foster and retain top talent.
Our US Corporate and Canadian Regional HR teams are experienced and current on the ever-changing local, state, and federal employment regulations.
Our retention programs and strong company culture have garnered us many accolades, including being recognized in 2020-21 by Great Place to Work as Best Workplaces in Canada for Retail & Hospitality, Women, Today’s Youth, Mental Wellness, and Inclusion.

Accounting

Accounting services are fully centralized at New Castle's Canadian regional office in Halifax, Nova Scotia, yielding improved accuracy, consistency and reliability, all at a lower cost to the properties.

Direct accountability to the corporate office ensures all accounting functions are executed correctly and on time.
Significant cost savings and efficiencies achieved on property when compared to property-based accounting solutions and third-party providers.
Original development partner for ProfitSage, one of the leading business intelligence and accounting solutions for the hospitality industry.
Continuous and thorough monitoring of meaningful revenue and cost KPIs enable our Team to effectively protect and enhance owners’ investments.
Through our Birchstreet PO, the tracking platform manager and General Manager are current on all purchases and payments.