Francmerck Hospitality Services supports and operates your hotel with a comprehensive network of resources. When you partner with us, you capitalize on the vision and performance of today’s premier hospitality consulting, development and Operations Company. The services outlined below are in a menu format – clients can select which they feel they need and skip elements that they feel they do not need input in or assistance with. Each stage is laid out in a logical progression commencing with business modeling and validation and proceeding through implementation and launch to arrive at a functioning business unit.

  • Initial Investigation
  • Ongoing Management Services
  • Technical Assistance
  • Marketing and Sales
  • Pre-opening Operational Assistance
  • Full restaurant management services
  • Chef and food/beverages staff training.
  • Indoor/outdoor catering services
  • Restaurant and Bar setup

Francmerck provides a wide range of value-add services, all of which contribute to improving the performance of every aspect of their business Francmerck Hospitality Services proudly offers its clients with a dedicated support structure that facilitates efficiency across all facets of hotel development and operations. We retain the most experienced talent in the industry in order to provide your guests with the highest quality of service backed by the strength of some of the world’s best known brands. This broad depth of knowledge encompasses a myriad of areas, including Interior Design, Procurement of Hotel Operating Equipment and Operator search. When you partner with Francmerck, you capitalize upon a comprehensive network of information and expertise designed to maximize the long-term success of your property.

Initial Investigation

  • Brief Feasibility Study
  • Mission Statement
  • Concept Statement
  • Operating Philosophy
  • Site Analysis

Brief Feasibility Study

Francmerck assists with Concept development, Market research and Feasibility studies to assess the Economic viability of a project or major conversion / optimization of an existing property.

The analysis is based on a thorough review of both Economic trends, Property market’s historical trends and Expected future developments, assessment of a given project or property location and profile, the benchmark of operating results at selected competitors and assessment of the optimal project in relation to the number of rooms, category, size of restaurant and meeting facilities, if any need for spa and wellness and “USP”.

Feasibility studies are in today’s market an absolutely essential element since it represents an objective assessment of the economic viability of a developer or investor, serves as a necessary basis for dialogue and negotiation with one operator and to secure funding. You can review some of our key projects where Francmerck has assisted the project with Concept development, Market research and Economic Feasibility Study.

Detailed below is Francmerck scope in Initial Investigation:

Detailed Economic Feasibility Study/ Techno Economic Feasibility Report (TEFR)

This feasibility study includes a detailed description of Market Location Characteristics, Project Site and Area Evaluation, Competition and Demand Analysis

Concept Statement/ Concept Development

Utilizing the Clients’ Brief, an Executive Summary of the Feasibility Study and conceptual input from the Consultants, the Concept Statement is a detailed, descriptive projection of how the facilities and services will be perceived by end-users. The Concept Statement introduces some Operational issues but focuses on the ambiance and atmosphere of each discrete zone and on the “flow” between these zones.

Operational Philosophy/ Product Positioning Statement

To identify and propose the concepts, strategies and unique features and characteristics that will allow the proposed venture to establish best positioning, identity, characteristics and image.

It will incorporate a recommended concept statement – a detailed, descriptive projection of how the facilities and services will be perceived by end-users.

Site Analysis

To assess the potential for the project, a review of the proposed site/s would be undertaken, to determine if the critical success factors are incorporated. This would include a detailed S.W.O.T. analysis (strengths, weaknesses, opportunities, threats) which would focus on the elements affecting the project.

Support Services:

Francmerck provides a wide range of value-add services, all of which contribute to improving the performance of every aspect of their business Francmerck Hospitality Services proudly offers its clients with a dedicated support structure that facilitates efficiency across all facets of hotel development and operations. We retain the most experienced talent in the industry in order to provide your guests with the highest quality of service backed by the strength of some of the world’s best known brands. This broad depth of knowledge encompasses a myriad of areas, including Interior Design, Procurement of Hotel Operating Equipment and Operator search. When you partner with Francmerck, you capitalize upon a comprehensive network of information and expertise designed to maximize the long-term success of your property.

Ongoing Management Services

  • Operations
  • Finance Services
  • Personnel

1. Operations

1.1 Supervision and Management

Provide the requisite services to correctly supervise and manage the HOTEL, ensuring the efficient operation of the facilities and optimizing the use of the FACILITIES.

1.2 Pricing Structures

Recommend, establish and revise as appropriate the prices for all aspects of the hotel operations, ensuring that the pricing strategy meets the business goals of the client.

1.3 Repairs and Maintenance

Maintain the premises of the hotel in good condition and make recommendations for the necessary replacement, repair and renovation of the hotel premises.

This would incorporate a proper preventive maintenance procedure and the implementation of energy saving measures.

Negotiate contracts with suppliers, contractors and other parties in connection with the operation of the hotel to achieve the optimum conditions for the client.

1.4 Risk Management

Provide guidelines, procedures and systems to ensure that the hotel is correctly looking after health and safety risks, hygiene and personal injury requirements, as well as security and crisis management issues.

1.5 Capital Improvements

Present to the client recommendations and proposals for the development of the hotel facilities which would be appropriate for the hotel’s growth, profitability and image.

1.6 Publicity and Public Relations

Responsibility for the promotion of the hotel both internally to the residents and externally to the community to develop the awareness and the positioning of the hotel.

This would include newsletters, brochure, and advertising (where appropriate) and publicity materials – all developed to enhance the hotel identity.

2. Finance Services

2.1 Accounting Procedures

Maintain proper accounting procedures relating to invoicing, purchasing, payroll and the general accounts for the hotel.

2.2 Assets Management

Maintain internal control measures and information systems to safeguard the assets of the hotel and to ensure the efficient operation of the hotel.

2.3 Operational Statements

Prepare and present monthly operational statements showing the gross revenues and results of the hotel operations, incorporating a review of the operations related to the financial budgets for the hotel.

2.4 Banking and Credit Systems

Develop adequate and proper banking procedures and policies to ensure the security of the hotel funds and to maximize the benefits from those funds. This would also include credit control systems to minimize the risk of bad debts.

2.5 Financial Budgets

Prepare annual budgets for the hotel and monitor the performance of the hotel against these budgets, including ensuring that the cash flow provisions for the hotel can be adequately covered.
These detailed forecasts for the hotel operations will form the basis for the annual operations and are an important procedure for the client and the management company.

2.6 Taxation

Preparation and filing of all tax declarations relating to the hotel and its operations.

2.7 Purchasing Policies

Implementation procedures and controls for the acquisition of all stock and merchandise, including negotiating and dealing with all suppliers and vendors to ensure the best pricing and terms for the operation.

3. Personnel

3.1 Staff Recruitment

Engage the personnel for the hotel’s operation, varying the requirements based on the efficient and effective operation of the hotel.

Determining the terms of employment, levels of remuneration, benefits and working conditions of personnel in line with industry standards and the financial budget for the hotel.

3.2 Training Programmes

The development and implementation of training programmes geared towards staff retention, productivity and the implementation of new procedures.

This would ensure individual growth and internal promotion aimed at the long-term development of superior human resources within the operation.

3.3 Personnel Records

Maintenance of personnel files and records for all personnel to ensure that conditions of employment are fulfilled in accordance with local legislation and codes of practice.

Monitoring and appraising employees ability and performance in all aspects of their work.

3.4 Interim Manager Services

In the course of normal business, the upper layers of management may become indispensable even for short periods of time. And in the hotel and spa and leisure industry today, industry best-practice may not allow for enough additional resources to cover necessary breaks in the yearly calendar such as annual leave. Emergencies such as bereavements or personal injury or sickness can devastate a business – particularly in extremely competitive markets and in remote locations.

The sudden permanent loss of top management for whatever reason causes a dilemma as the search and recruitment process for the right talent to replace specialist staff can take over 6 months in some cases.

Consequently, interim manager services inserts a specialist into a situation to ‘hold the fort’ and maintain stability in the business until adequate replacements are found or the gap has been bridged. This may be on a planned calendar to cover annual leave or on an emergency basis.

3.5 Physical Facility Reviews/Audits

There are three aspects to physical assets or facility ‘hardware’;

  • Original design layout and space allocation, flow of traffic and selection of finishes
  • Maintenance of the hardware over time – including preventive maintenance
  • Expansion or remodeling requirements to respond to current market requirements

Reviewing and analyzing these in the context of each other can produce a facilities road map that can help to keep the facilities current.

Such an audit can also assist in avoiding sudden requirements for capital injections that can cripple the business. An assessment of capital replacement reserve status and additional funds to be set aside relieves pressure and anxiety on management – leaving the staff to focus on service delivery standards.

3.6 Management Reviews/Audits

To maintain high standards, it is often useful to have an independent review of current management practices. This ensures that industry benchmarks are being maintained but it can also be a way of introducing new contemporary ideas and policies etc to a business.

A planned and assisted Management Review is a constructive way for the management team to self-evaluate and set short-term and medium-term goals – for their department and for themselves personally.

This should be a two-way procedure where the management staffs also make known their expectations from the employer and for their career.

Another alternative is to engage a ‘mystery shopper’ to experience and study the facilities and services on hand and produce a report and plan for remedial action together with targets and milestones on a timetable.

3.7 Systems & Standards Reviews

Whereas the bricks and mortar, fixtures fittings and equipment of a leisure facility are very important in allowing the best facilities and services to be consistently delivered to the user, the ‘hardware’ only goes so far. The systems and standards, policies and standard operating procedures, can differentiate two facilities with the same hardware. The ‘firmware’ can be altered and improved with very little or no investment or capital outlay. And yet the difference perceived by the user can be remarkable.

3.8 Staff Audit and Appraisals

In the same way that the ‘hardware’ and “firmware’ play their relative part in the service delivery process, the ‘software’ investment is not only the most crucial – it is by far the most difficult to get right – particularly in countries where the standards of hospitality are not so mature.

3.9 Joint Venture Team Formation

In the increasingly complex world we find ourselves, more sophisticated ways are constantly sought to creatively combine resources efficiently to gain an edge. Sometimes this involves joint venture formations that necessarily span different countries, cultures, legal platforms and banking rules.

Technical Assistance

  • Architectural Services
  • Overall Concept/Vision Report
  • Area Programme (Facilities / Services Mix)
  • Critical Path Plan
  • Design Statement (with Space Requirements)
  • Design Layout (Initial)
  • Site Meetings Attendance
  • Specialist Fixtures, Fittings and Equipment Specifications
  • Specifications and Design Detail Reviews
  • Construction Progress Reviews
  • Preliminary and Phase II Drawings Reviews
  • Final Punch List and Remedial Action Plans

Technical Assistance includes a wide range of important services for the Owners and Operators of the property.

Architectural Services

  • Master Planning – Developing the brief with the Client, site appraisals and preparing feasibility master plan including preliminary layouts.
  • Concept Designing – The overall conceptualization of the Architectural image of the building at the site. That includes providing sufficient material in order to convey the Architectural intent as well as interior ambience and room layouts.

Preparation of Overall Concept Statement

This document is an extension to the more marketing-related Concept Statement in the Initial Investigation. Here, however, there is more of a technical bias with detailed attention to safety, security, hygiene and user-comfort. Included also are sections on staffing, programming (of activities) and specialist equipment requirements.

Area Programme (Facilities/Services Mix)

The Area Programme forms the first step in producing flow charts and “bubble” diagrams to indicate which facilities and services will be made available to users. The Area Programme lists each component and the minimum area (square meterage) requirement of these components. The Area Programme serves as both a Checklist and a detailed planning tool for the Architect and Interior Designer.

Critical Path Plan

This matrix of technical, operational and marketing-related issues forms the master plan timetable up to and beyond the grand opening. Critically timed items are flagged. Monthly action plans will be formulated and revised based upon the Critical Path Plan.

Design Statement (Space Requirements)

This document gives detailed guidelines on issues such as materials and finishes, the relationship between certain areas (sightline protection, use of solid and soft, full/half height partitions), ceiling heights and lighting treatments. Special design issues – for example, mechanical and electrical requirements, concealed power socket placements and safety issues – are highlighted.

Design Layout (initial)

Francmerck will assist the Interior Designer and appointed Consultants in the creation of a sensible, comfortable and operationally sound layout which encompasses the Initial Concept Statement, Design Statement and Area Programme. This translation of words and ideas to drawings is a process which ends in the final approval of drawing submissions by the Owner.

Site Meetings Attendance

A senior representative of Francmerck will attend site meetings chaired by the Owner or owners’ representative and/or Project Manager required.

Preparation of Specialist Fittings, Fixtures and Equipment List

Francmerck will prepare a detailed list of specialist equipment for the Owners’ consideration based on the Concept Statement and Operating Philosophy. This list is formulated with input from the Interior Design Team to ensure continuity.

Provide and/or Revise Specifications

In principle this involves providing assistance, checking and recommending specifications on all Mechanical and Electrical and detailed design work. A comprehensive report on each space is provided (e.g. reception desk, shower cubicles, fitness evaluation office, bedding, kitching equipement, restaurant and bar equipment, whirlpool plant rooms and golf simulator etc.)

Construction Progress Reviews

As construction commences, unique site problems inevitably arise. Francmerck will liaise with the Design Team and contractors to resolve these problems with workable, cost-effctive solutions. Recommendations for improvements and refinements will be coordinated through the Project Team.

Preliminary and Phase II Drawing Reviews

This includes a detailed review of all preliminary and Phase II plans and drawings at scale 1:200 and 1:100 to ensure that the Owners requirements as stated in the Initial Brief and Concept Statement are reflected in the drawings.

Preparation of Final Punch List and Critical Path

The Final Punch List and Critical Path will be established together with the Main Contractor and/or Design Team in coordination with all nominated sub-contractors to direct the progress of various trades on-site.

Marketing & Sales

  • Marketing Strategy
  • Marketing and Sales Action Plan
  • Marketing Launch Programme Planning
  • Pre-opening PR Activities Plans
  • Corporate Identity of the Project – Recommend & Establish

Marketing Intelligence Report Strategy

This report includes a clear description of present and future direct competition, market trends, visitation trends and major sources of business.

Marketing and Sales Action Plan

This comprehensive document includes pricing policy, tariff structures, proposed advertising campaigns, market segment break-downs and the relevant sensitivity analyses.

Preparation of Marketing Launch Programme

A 12 month itemized marketing and sales action plan leading up to, including and after the opening of the hotel identifies strategies to promote and sell the facilities and services.

Pre-opening PR Activities Plans

This includes arrangements, in coordination with the appointed PR consultant, for periodic press conferences and press releases related to the progress made on-site for placement in carefully selected media.

Establish and Recommend Corporate Identity of the Project

This would include a detailed brief to be given to an agency for preparation of all graphic designs of the recreation-related areas. This incorporates graphic signage, directional signage, framed artwork, 3D art forms, staff uniform concepts, staff name badge, all printed collateral (newsletter format, menu cards, brochure, price lists, etc.)

Pre-opening Operational Assistance

  • Operational Procedures (Operations Manuals, Standard Operations Procedures, Task Breakdowns etc.)
  • Manning Guide and Personnel Services
  • Purchasing Assistance
  • Financial Business Modeling
  • Pre-opening Budget Preparation
  • 5-Year Forecast
  • Project Budget Control
  • Accounting Systems Guidance
  • Pre-opening Training Plan
  • Maintenance Services Planning
  • IT Systems Recommendations and Integration

Establish Department Operational Procedures

In conjunction with the General Manager of the property, operational procedures will be tailored for the entire operating department. This includes a Policy Manual.

Establish Manning Guide and Recruitment Schedule

This refers to preparing a detailed Manning Guide by position, together with an overall Organization Chart, Recruitment Schedule (staggered over the opening period) and departmental staff Handbook.

This approach implements modern administrative personnel practices to limit staff turnover, ensure efficiency and develop a well-trained, hospitable corps of staff.

The Consulting Team will arrange a series of personnel training conferences, work-shops and seminars in such fields as Reception Operations, Telephone Techniques, Complaints Handling

And Social Skills, Preventive Maintenance, Computer Skills, Selling Skills, Upselling and Crosselling, Marketing and Facility Bookings.

Also made available is a variety of training opportunities in other Hotels and Resorts. All costs for participating personnel such as salaries, transportation, board and accommodation in connection with any such programme will be for the account of the Client.

Purchasing Assistance

Direct manufacturer contact through the Consultants wide range of contacts and influence in the industry will bring tremendous savings and ensure value-for-money, packaged prices. Consolidated freight and shipping will bring further savings in capital expenditure. Procurement services are usually based on a percentage of the contracted purchase price for items purchased.

Financial Budget and Business Modeling

This involves the preparation (with associated recommendations) to the Owners of a Financial Forecast covering the first twelve (12) months of operation. Detailed assumptions and formulae will be given to allow sensitivity analyses to be performed.

Preparation of Pre-opening Budget

A detailed projection of Pre-opening expenses will be presented to the Owners for information and approval.

Prepare 5 Year Forecast

A detailed 5 year operating forecast with assumptions based on historical trends and an account of the impact of possible influencing factors will be prepared and submitted.

Project Budget Control

The Consultants will execute, through the project accountant, a controlling function on the overall Project Budget and advise the Owners of critical areas and steps to be taken such as value engineering, strategic cost cutting exercises, substitutions and acceptable deletions.

Accounting Systems Guidance

This would include setting up a computerized accounting system in accordance with the Uniform System of Accounts to the degree permitted by local laws, conventions and custom. This system will allow easy comparison of the performance of the Hotel with similar establishments of comparable class within the industry.

Pre-opening Training Plan

The Consultants will prepare a Pre-opening familiarization and training Plan for all employees including guest-contact staff in other departments.

Maintenance Services Planning

A Preventive Maintenance Programme will be established for all specialist equipment with supervision of the programme to ensure performance is maximised and expenses minimised.

IT Systems Recommendations and Integration

Francmerck is constantly evaluating emerging technologies and monitoring contemporary industry trends and needs. Optimum solutions are determined by integrating a wide variety of applications to produce advanced customer and member-focused models rather than mere management based solutions.


This involves making critical analysis of the profit and loss statement for the Hotel once operations are established. Recommendations are made to streamline operations, maximize revenues and minimize costs. A full Management Operations Review (MOR) is also available.