The accessibility and responsiveness of New Castle’s senior executives, are one of the many benefits of working with a privately held company. We are deeply committed to delivering personalized service that exceeds the highest standards in business and hospitality.
The management team at NCH has extensive experience in all aspects of hotel operations including Human Resources, Revenue Management, Sales & Marketing, Food & Beverage, Financial Control and IT. This depth of experience gives NCH the ability to maintain industry-leading results in RevPAR index, operating margins, and guest and employee satisfaction.
The Sales and Marketing effort at New Castle encompasses Direct Sales, eCommerce & Digital Marketing and Public Relations. New Castle’s flexible approach takes the needs of each specific property into account, while staying abreast of industry trends and best practices.
New Castle’s revenue management programs ensure that properties benefit from maximum exposure, offer appropriate rates based on target audience, time period, and sales vector, and are correctly positioned in the marketplace. New Castle works closely with both branded and independent properties to address their needs. By identifying, building, and implementing best-fit platforms and services, as well as executing ongoing testing and training we ensure that each property takes full advantage of all available resources. New Castle’s hotels employ a multifaceted approach that includes appropriate sales management strategies, forecasting demand and predicting yield.
An integrated process with clear results
New Castle’s financial controls and reporting systems are state of the art in the industry. New Castle is able to effectively protect owners’ investments and enhance profitability through careful analysis of existing systems and implementation of standardized operating policies and procedures. Our proprietary business intelligence system, seamlessly interfaces with sales reporting and property management systems positioning us to easily handle all forecasting, purchasing, tracking, and budgeting needs. Internal audits and monthly financial statements ensure transparency and clarity. New Castle’s depth of experience and integrated management approach guarantee that no detail is overlooked, from cash handling and weekly payroll to IT systems and expense controls. New Castle works closely with each property’s general manager and executive team to enforce policies and procedures. All hotels benefit from our hands-on approach and commitment to clear and consistent communication.
Innovative Programs, Clear Results
New Castle’s outstanding food and beverage programs reflect a detailed approach to every element of the guest experience, productive relationships with in-house associates, and decades of industry experience. Driven by creativity, innovation, and exceptional quality standards, we engage the five senses and express the personality of each property to create a dining program that enhances the visitor experience. Disciplined purchasing strategies, proven training programs, and an understanding of the differing requirements at full and select service properties result in cost efficiency, bottom-line returns, and high marks for guest satisfaction.
A seamless and secure experience
New Castle’s commitment to innovation and customer satisfaction includes an exceptional information technology offering based on industry best practices. The breadth of New Castle’s technology expertise – from implementing leading-edge tools and systems for management and operations to delivering a convenient, seamless, and secure in-room guest experience – is unmatched among boutique hospitality firms. Programs are run by certified IT professionals with deep roots in the hospitality industry and an abiding commitment to hands-on problem solving. The result: A satisfying IT experience that is constantly evolving to meet the expectations of guests, owners, and associates.
Best Practices in IT
Results Oriented Solutions
Our GMs are true hoteliers, selected for their people skills as well as their business acumen. So, when paperwork and reporting started bogging them down, we turned to technology to get them out of the office and into the lobby.
Working with cutting edge software developers and authors, New Castle’s IT department helped perfect a comprehensive hotel management tool that compiles data from multiple and varied sources to deliver consistent, succinct, real-time reports for management and ownership.
Ahead of the Pack
Hacking worries contribute to many sleepless nights, but New Castle’s owners sleep a little more soundly knowing their hotels are protected by the people who helped write the book on cyber security.
Long before cyber attacks were front page news, New Castle’s IT team understood the vulnerabilities in existing systems and stepped up to help develop and test the next generation of data security systems before the old ones were exploited. This deep insight, and willingness to work for the greater good, gave New Castle’s owners the benefit of superior protection, while industry giants were still adapting their systems to new threats.
Serving our own
New Castle believes in treating every member of our team as we would a guest at one of our hotels. Open and honest conversation among our employees, managers, and executives ensures that everyone has the needed support to perform at the highest levels. The human resources team stays current on relevant legal issues, healthcare trends and best practices to provide owners with vital information and assistance. New Castle’s expertise in wage planning and benefits, management training, employee recruitment, and the enforcement of policies and procedures ensures property compliance and owner protection. Team members play a key role in establishing New Castle’s culture. Our success depends on associate satisfaction and well-being, which is why supporting our employees at all levels is a top priority at New Castle. View our Careers Page
Best Practices in Human Resources
Benefits that Make Sense
Recognizing that a company’s benefits package is more than just a labor expense to be managed as it has such a large impact on team members and their families -as well as being an important recruitment tool and a deciding factor for many job candidates – New Castle’s HR team often customizes offerings to local markets to get the best bang for an owner’s buck, while providing a valuable healthcare option for associates.
For some hotels, the company’s Connecticut-based plan is affordable and comprehensive, but in other locations, a national plan just doesn’t fit the market. Under previous management, the team at the Hilton Lexington had a nationwide corporate plan, but when New Castle assumed management, the HR team promptly negotiated a local plan with a quality network that provided the team better quality healthcare for a great price. Now, over five years later, that local plan is still offering quality for value. In another market, where doctors are not accepting new patients no matter which plan you participated in, New Castle found a plan that included virtual office visits at a very low rate to give associates greater access to care in a challenged market.
When it comes to benefits, we know what’s at stake for all the stakeholders and we do the work needed to deliver.
Checking the Pulse on the Heart of the Hotel
A hotel is little more than pricey real estate without its people. That’s why every year, New Castle works with an industry-leading workforce performance company to gauge the job satisfaction and engagement of the people who put the heart in our hotels. The insights garnered helps us understand what we’re doing well so we can continue to develop and improve and where we’re falling short, so we can focus on those opportunities at the property level before they become true issues.
In our most recent survey, we were pleased to find that our New Castle management team reports an engagement level that exceeds the national average. Our GMs report an engagement level of 96 versus the industry average of 84, while our property managers reported an engagement level of 89.
That means that among hotel management companies in North America, New Castle’s managers and general managers are among the most engaged (top 10 percent) property executives in North America.
No job or workplace is perfect for everyone, and there’s always room for improvement, but we all know that if the hotel’s heart is strong, it will be healthy for a good, long run.