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The Hotel General Manager

The Hotel General Manager. Responsibilities. Investor relations. Community relations. G.M.s’ tasks. Property management. Brand affiliation management. Executive Committee development. The single most important human variable affecting a hotel’s short-term profitability

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The Hotel General Manager

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  1. The Hotel General Manager

  2. Responsibilities • Investor relations • Community relations G.M.s’ tasks • Property management • Brand affiliation management • Executive Committee development • The single most important human variable affecting a hotel’s short-term profitability • “Wear many hats” (perform multiple tasks) G.M.s

  3. 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 • Financial analysis ability • Proficiency in written communication • Effective public speaking / presentation skills G.M.s’ talents To successfully manage owner / investor relations:

  4. 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 Well developed interpersonal skills Persuasive ability Listening skills Effective writing ability G.M.s’ talents Responsibilities: Brand Affiliation Management Managing brand at the property level To successfully manage owner / investor relations:

  5. 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: Brand Affiliation Management (continued…) Quality Inspection (or Assurance) scores

  6. Attract new businesses • Expand tourism opportunities • Provide input regarding local business community needs • Have charity events and fundraisers at the hotel • Outgoing personality • Well-developed social skills • Effective public speaking & presentation skills G.M.s’ talents Responsibilities: Community Relations Opportunities to assist the local community To successfully perform community relations

  7. Responsibilities: Executive Committee Facilitation

  8. General Manager Human Resource Manager Front Office Manager Food & Beverage Director Executive Housekeeper Controller Sales & Marketing Director Security Director Chief Engineer Responsibilities: Executive Committee Facilitation (continued…) Typical mid-sized, full-service hotel department organizational chart

  9. That he/she must be an expert in specific day-to-day operations of each hotel’s department • That he/she works with EOC to improve skills & efficiencies of the departments these individuals manage • That he/she assists their professional development • Good listening skills • Ability to evaluate / implement managerial training & development program • Assisting in professional improvement & growth of EOC team G.M.s’ talents Responsibilities: Executive Committee Facilitation(continued…) Wrong expectations regarding the G.M. Right expectations regarding the G.M. To successfully manage the EOC facilitation

  10. 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. • Organizational & coaching skills • Analytical & financial analysis skills • Ability to anticipate guest needs • Competitive sprit & high attention to detail G.M.s’ jobs Responsibilities: Property Management To successfully handle property management:

  11. Responsibilities: Property Management(continued…) Planning Controlling & evaluating Organizing Staffing & Directing Management process

  12. Responsibilities: Property Management(continued…) What is the goal of providing in-room, high-speed Internet access to guests? Planning • How will the hotel allocate necessary dollars to achieve this goal? Organizing Staffing / Directing • 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? Controlling / Evaluating

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