Transcript The Hotel General Manager
The Hotel General Manager
Responsibilities
Investor relations Community relations
G.M.s’ tasks
Brand affiliation management Executive Committee development Property management
G.M.s
The single most important human variable affecting a hotel’s short-term profitability “Wear many hats” (perform multiple tasks)
Responsibilities: Investor Relations
G.M.s’ ability to effectively inform investors & owners about current performance & future needs of their hotel/s Property’s long-term success To successfully manage owner / investor relations:
G.M.s’ talents
Financial analysis ability Proficiency in written communication Effective public speaking / presentation skills
Responsibilities: Brand Affiliation Management Managing brand at the property level
Continually monitor operational standards set by the brand to ensure property performance Communicate effectively with franchise brand officials about marketing & sales programs Improve profitable operation of hotel by using activities & programs offered by the brand To successfully manage owner / investor relations:
G.M.s’ talents
Well developed interpersonal skills Persuasive ability Listening skills Effective writing ability
Responsibilities: Brand Affiliation Management (continued…) Quality Inspection (or Assurance) scores
Result of annual (or more frequent) inspections by franchise company Used as measure of effectiveness of G.M., of hotel’s management team, and of owner’s financial commitment to the property.
Ensuring franchiser-mandated standards are met by franchisee Becoming an important example of how the G.M. interacts with franchisers and/or management companies
Responsibilities: Community Relations Opportunities to assist the local community
Attract new businesses Expand tourism opportunities Provide input regarding local business community needs Have charity events and fundraisers at the hotel
To successfully perform community relations G.M.s’ talents
Outgoing personality Well-developed social skills Effective public speaking & presentation skills
Responsibilities: Executive Committee Facilitation
Functional area
Human Resource Manager Controller Front Office Manager Executive Housekeeper Food & Beverage Director Security Director Sales & Marketing Director Chief Engineer
Responsible for
Hotel staffing needs Accounting for hotel assets and liabilities Guest services and sales Property cleanliness Food & beverage production & service Guest, employee & property safety/security Revenue production & promotions Upkeep of hotel’s physical facility
Responsibilities: Executive Committee Facilitation (continued…)
General Manager Human Resource Manager Controller Front Office Manager Executive Housekeeper Food & Beverage Director Security Director Sales & Marketing Director Chief Engineer Typical mid-sized, full-service hotel department organizational chart
Responsibilities: Executive Committee Facilitation (continued…) Wrong expectations regarding the G.M.
That he/she must be an expert in specific day-to-day operations of each hotel’s department
Right expectations regarding the G.M.
That he/she works with EOC to improve skills & efficiencies of the departments these individuals manage That he/she assists their professional development
G.M.s’ talents To successfully manage the EOC facilitation
Good listening skills Ability to evaluate / implement managerial training & development program Assisting in professional improvement & growth of EOC team
Responsibilities: Property Management
G.M. should be able to direct overall property
management.
Process of planning, organizing, staffing, directing, controlling and evaluating human, financial and physical resources, to achieve organizational goals.
G.M.s’ jobs To successfully handle property management:
Organizational & coaching skills Analytical & financial analysis skills Ability to anticipate guest needs Competitive sprit & high attention to detail
Responsibilities: Property Management (continued…)
Functional area
Planning Organizing Staffing / directing
Purpose
To establish goals and objectives To maximize deployment of resources To provide leadership Controlling / evaluating To measure and evaluate results
Management process
Planning Controlling & evaluating Organizing Staffing & Directing
Responsibilities: Property Management (continued…)
Planning
What is the goal of providing in-room, high-speed Internet access to guests?
Organizing Staffing / Directing Controlling / Evaluating
How will the hotel allocate necessary dollars to achieve this goal? What needs to get done to keep staff “on task” with project completion timelines?
How will the hotel measure sales volume or reputation value gained
versus
cost of providing in-room Internet service?