Best-In-Class Operations

Our professional expertise is drawn from within each management discipline, to serve and meet the needs of ownership. We are able to deliver superior operational tools and systems to hotels and resorts of any size and within any niche. The result? A measurably better bottom line for your property.

Mar y Cielo International’s philosophy is based upon the consistent delivery of services through the use of Standard Operating Procedures (SOPs) supported by a rigorous internal audit system and the customized daily training of associates. That translates into an operating platform to seamlessly open or take over properties, regardless of brand affiliation and hotel segment. The keys to our success in operations include:

• General managers who think and act like owners
• Incentive programs based on cash flow improvement
• A laser focus on process improvement, innovation and creativity
• Sophisticated reporting designed for daily use and simplicity
• Realistic budgets
• Quality improvement programs specific to the hotel industry
• An inspired operating team with a track record in revenue enhancement and profitability
• Award-winning guest service

Revenue Management

Following a strategic approach to revenue management, we’ll provide cutting-edge technology to access information and rapidly respond to specific customer needs. Our team is able to identify the right offers for the right guests—deployed at exactly the right time—for your property. It is never a set-it-and-forget-it solution. It is always nimble and ready to take advantage of every opportunity.

Accounting & Finance

It’s our job to ensure owners achieve short- and long-term financial objectives. Mar y Cielo International interprets and delivers actionable financial acumen to support our partners and guarantee maximum profitability. Our ultimate goal? That’s to improve property value based on superior financial performance.  

The backbone of Mar y Cielo International operational standards is a robust system of financial accountability designed to increase transparency, maximize oversight and improve margins. Our approach hinges on:

• Standard Accounting Operating Procedures to ensure a sound internal control environment
• Focus on maximizing bottom-line results
• Detailed forecasting models providing management with the information needed to react quickly to changes in business activity
• Comprehensive, daily on-property reports to allow for informed business decisions
• Ongoing statement reviews and cash flow analysis to maximize profitability and provide proactive cash position management
• Regular internal audits to minimize risks and ensure compliance with Standard Operating Procedures
• Ad hoc analysis and comparison reports as dictated by business needs
• Centralized accounting for select full-service and all limited-service hotels
• Consolidation reporting and analysis by hotel, brand and ownership group

Sales, Marketing & E-Commerce

With decades of experience, innovation drives our dedicated team of seasoned sales and marketing professionals. We believe in consistent messaging across the board. From your website and booking engine to your sales team’s talking points and marketing campaign. Each and every communication must convey your well-defined brand identity—one that is unique within your competitive set and deeply resonates with your target audience.

Mar y Cielo International excels at developing and executing an integrated marketing plan that delivers results through:

• Establishing marketing accountability and brand awareness through a cooperative effort between sales & revenue management, digital agency, public relations and social media firm, corporate office and the hotel to highlight the unique character of the property and attract its target demographic.
• E-commerce efforts based upon industry-leading best practices that produce some of the highest ratios of direct versus indirect web bookings in the industry for independent hotels (40:60) through partnering with some of the best technology providers in the industry and proprietary cutting-edge internet marketing strategies/processes (SEO, PPC, UGC, programmatic, and more).
• Preferred relationships with online travel agencies such as Expedia, Travelocity, Hotels.com and Orbitz.
• Maximizing the direct sales effort by utilizing hotel sales staff to cross-promote and market products in major feeder markets. Sales offices across the US, Latin America, and Europe provide a strong direct sales channel to travel agencies, such as Virtuoso and Amex.

Food & Beverage

The recipe for our culinary approach? Bringing customized inspiration and innovation to each location. We’re constantly exploring new ways to incorporate fresh local ingredients and provide unique experiences and flavors for guests.

Like the development of hotel brands, our development of F&B concepts is driven by the destination, target demographic, available resources and desired image of the property. These feasibility factors allow us to shape a culinary program that best complements the hotel, both from a positioning and economic perspective.

Human Resources

Mar y Cielo forges the valuable connection between management and employees. We’re here to help you recruit, train, motivate and—perhaps most valuably—retain highly skilled and dedicated talent.

Fostering a Culture of Excellence
If the key to success for a hotel is the guest experience, then hotel associates are a property’s most valuable asset. Our values define who we are, outlining a belief system that permeates the organization and creates associate bonds that produce greater results than the competition. The keys to our success in human resources include:

• Training associates to interact with real people instead of a machine. Warmth, loyalty, recognition, integrity, and joy are key concepts. The result? One of the lowest turnover rates in the industry and improved efficiencies and profits.
• Conducting associate opinion surveys twice per year with results reporting associate satisfaction levels well over industry averages.
• Investing significantly in associate training at all levels, resulting in guest satisfaction scores higher than industry averages and safety programs that result in unusually low loss-run histories and rates.
• Utilizing progressive hiring and orientation techniques, strengths-based hiring practices and behavioral-based interviewing and screening to recruit the best talent.
• Conducting automated employment verification, background checks and drug screening for all prospective associates.