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