The Hotel General Manager
Responsibilities
G.M.s
G.M.s’ tasks
Investor relations Community relations
Brand affiliation management
Executive Committee development
Property management
The single most important human variable affecting a hotel’s short-term profitability“Wear many hats” (perform multiple tasks)
G.M.s’ ability to effectively inform investors & owners about current performance & future needs of their hotel/s
Responsibilities: Investor Relations
Property’s long-term success
To successfully manage owner / investor relations:
G.M.s’ talents
Financial analysis abilityProficiency in written communicationEffective public speaking / presentation skills
Responsibilities: Brand Affiliation Management
Continually monitor operational standards set by the brand to ensure property performanceCommunicate effectively with franchise brand officials about marketing & sales programsImprove profitable operation of hotel by using activities & programs offered by the brand
Managing brand at the property level
To successfully manage owner / investor relations:
G.M.s’ talents
Well developed interpersonal skillsPersuasive abilityListening skillsEffective writing ability
Responsibilities: Brand Affiliation Management (continued…)
Result of annual (or more frequent) inspections by franchise companyUsed 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 franchiseeBecoming an important example of how the G.M. interacts with franchisers and/or management companies
Quality Inspection (or Assurance) scores
Responsibilities: Community Relations
Attract new businessesExpand tourism opportunitiesProvide input regarding local business community needsHave charity events and fundraisers at the hotel
Opportunities to assist the local community
To successfully perform community relations
G.M.s’ talents
Outgoing personalityWell-developed social skillsEffective public speaking & presentation skills
Responsibilities: Executive Committee Facilitation
Functional area Responsible for
Human Resource Manager Hotel staffing needs
Controller Accounting for hotel assets and liabilities
Front Office Manager Guest services and sales
Executive Housekeeper Property cleanliness
Food & Beverage Director Food & beverage production & service
Security Director Guest, employee & property safety/security
Sales & Marketing Director Revenue production & promotions
Chief Engineer Upkeep of hotel’s physical facility
Responsibilities: Executive Committee Facilitation (continued…)
General Manager
Human Resource Manager
Security Director
ControllerFront Office
Manager
Executive Housekeeper
Food & Beverage Director
Sales & Marketing Director
Chief Engineer
Typical mid-sized, full-service hotel department organizational chart
Responsibilities: Executive Committee Facilitation(continued…)
That he/she works with EOC to improve skills & efficiencies of the departments these individuals manage
That he/she assists their professional development
That he/she must be an expert in specific day-to-day operations of each hotel’s department
Wrong expectations regarding the G.M.
Right expectations regarding the G.M.
To successfully manage the EOC facilitation
G.M.s’ talents
Good listening skillsAbility to evaluate / implement managerial training & development programAssisting in professional improvement & growth of EOC team
Responsibilities: Property Management
To successfully handle property management:
G.M.s’ jobs
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 skillsAnalytical & financial analysis skillsAbility to anticipate guest needsCompetitive sprit & high attention to detail
Responsibilities: Property Management(continued…)
Functional area Purpose
Planning To establish goals and objectives
Organizing To maximize deployment of resources
Staffing / directing To provide leadership
Controlling / evaluating To measure and evaluate results
Management process
Controlling & evaluating
Planning
Organizing
Staffing & Directing
Responsibilities: Property Management(continued…)
What is the goal of providing in-room, high-speed Internet access to guests?Planning
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
How will the hotel allocate necessary dollars to achieve this goal? Organizing
Staffing / Directing