External Management Consultants has extensive experience with a variety of the region’s hotel operators and owners including Thakral Holdings, IHG, Mirvac and Accor Asia Pacific. As a result we bring to each engagement a wealth of practical experience, allowing us to provide a comprehensive and integrated level of service to each of our clients.

Our team has deep experience in all aspects of Hotel operations (not only internal audit) including:

• Hotel Management
• Financial Control
• Engineering
• Food & Beverage
• Rooms Division
• Front Office
• Sales and Marketing
• Executive Housekeeping

We offer three distinct services to the Hotel and Gaming sector:

• Internal audit and non assurance services
• Asset management and operational management analysis
• Brand compliance reviews

Internal audit and non assurance services

We specialise in providing a complete range of internal audit and non assurance related services for the Hotel and Gaming sector. We offer a tailored service based on a co-develop approach which allows us to thoroughly understand your specific objectives and requirements.

Collectively we offer a breadth and depth of industry knowledge and technical experience including:

• Hotel Enterprise Wide Internal Audit
• Hotel Asset Management and Operational Performance Analysis
• Hotel Brand Compliance Reviews
• Risk Management Assessments and Fraud Awareness Workshops
• Internal Control Framework Reviews
• Developing Policies and Procedures and Reporting Frameworks
• Implementing Internal Control Self Assessments Frameworks

Depending upon the nature and the associated risk profile of the asset, the scope may include a combination of the follow key processes:

• Cash Handling and Control
• Central reservation or booking system, Agency Commissions
• Telecommunication revenue procedures
• Other revenue procedures (including concessions where applicable)
• Accounts Receivable and credit
• Conferencing / banqueting procedures
• Expense Control & Payroll
• Procurement and Payments Cycle, Inventory Management
• Food & Beverage Management
• Cleaning and Maintenance, Housekeeping
• Occupational Health & Safety
• Information System including Business Continuity Planning and Disaster Recover Procedures
• Compliance Plans
• Gaming

 < Back to top

Hotel Asset Management and Operational Performance Analysis

External Management Consultants offers a variety of non assurance services designed to enhance revenue, contain costs and maximise the overall long term asset value. Depending upon the need, we can offer services either on a short term basis (for example one off hotel reviews or performance check ups) or on a periodic arrangement involving regular monthly or quarterly hotel reviews.

We deliver quality service and outcomes through the use of skilled and experienced performance auditors and Hotel Asset Managers. Performance audits are scoped and planned to meet your specific operational or strategic requirements.

Services include:

• Hotel Performance Analysis
• Hotel Expenditure Reviews
• Operator Performance Reviews
• Management Contract Compliance Reviews
• Benchmarking / Best Practice Reviews
• Analysis of Hotel KPIs and competitive positioning

< Back to top

Hotel Brand Compliance Reviews

Most marketing experts understand that branding is one such distinct advantage they have over their competitors and is one of the best ways to communicate subtle yet powerful messages to customers. A company’s brand is influential in a customer’s purchasing decision.

When brand compliance is not enforced or encouraged consistently, it can create a gap between how customers perceive your company and how you want to be perceived. The wider this gap, the more confusion occurs among your customers and potential customers.

To assist operators, in maintaining their brand edge, External Management Consultants provides a variety of services ranging from:

• Brand Compliance Audits
• Mystery Shopper Programmes
• Telephone Surveys
• Guest Comment Card Analysis

The brands of each hotel are key strategic assets. As a result, an embedded Brand Standards Compliance Program provides many benefits in allowing organisations to:

• Efficiently monitor the compliance of each hotel within the region against set standards;
• Allow for benchmarking of compliance scores to region-wide set thresholds;
• Allow for brand non compliance standards to be identified and addressed within Management Action Plans; and
• Provide consistency and confidence within the produce and service provided.

Prior to commencing the Brand Compliance Review, we walk clients through program design, database programming, administration, fieldwork and reporting, creating programs customized around the clients standards and brand promise. Our programs measure:

• Compliance with corporate standards, procedures, rules and policies
• Customer service (friendliness, responsiveness, resourcefulness, product knowledge, name recognition and more)
• Product quality, cleanliness, maintenance and functionality
• Product knowledge and Job Skills
• Consistency across brands, products and- properties
• Brand identity, graphics and signage compliance
• Compliance with marketing and loyalty programs

< Back to top

For further information regarding External Hotel and Casino services, please contact us.