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?