Chapter 3: The Hotel General Manager

EOC Facilitation continue

"The most successful managers can point to one or more individuals in their lives who took the time to 'show them the ropes.'" To manage EOC facilitation successfully, GMs must exhibit: Good listening skills; An ability to evaluate and implement managerial training and development programs. Assistance in professional improvement and growth of the EOC team.

Controller

Accounting for hotel assets and liabilities.

EOC Facilitation members

Assistant GM - AGM; Controller; Human Resource Manager; Director of Sales and Marketing - DOSM; Front Office Manager - FOM; Revenue Manager - RM; Executive Housekeeper; Chief Engineer; Food and Beverage Director - F&B; Director of Security.

ADR

Average Daily Rate

Professional Development

Business Associations and Trade Associations

Business Associations - Membership benefits/activities

Business/skills enhancement programs; Networking opportunities; Timely publications and seminars; Providing low- or no-cost training; Lobbying for business interests and facilitating public-private employment initiatives; Updating recent business thoughts and methods.

Property-level brand management includes:

Continually monitor operational standards; Communicate with franchise about marketing and sales programs; Improve profitability by using services and programs offered by the brand.

Property Management continue

Ensure effective guest and property safety and security programs are in place and are documented. Lead the revenue effort of the entire property with an emphasis on increasing market share and optimizing revenues. Manage quality sales and service efforts designed to optimize revenue.

Standards Modeling

Every hotel GM's behavior reflects the standards they hold for themselves and for their properties: High personal standards of ethical behavior; Even temperament; Real commitment to guest service. "It's not what you preach; it's what you tolerate."

Food and Beverage Director - F&B

Food and beverage production and service.

Two-year degree - For Whom?

For both traditional college students and nontraditional working students. Wish to terminate their formal education after several years of study. Have a BA, or BS, degree in another subject and wish to gain knowledge of the hospitality industry.

Investor Relations

GM's must have the ability to communicate to investors and owners about current performance and future needs of their hotel(s) To manage owner/investor relations successfully: Financial analysis ability; Proficiency in written communication; Effective public speaking/presentation skills.

Front Office Manager - FOM

Guest services and sales

Director of Security

Guest, employee, and property safety and security.

Four-Year Degree - Benefits

Have diverse faculty and quality facilities; Offer an excellent learning environment.

Two-year degree - Benefits

Highly practical and current; Practicing professional instructors who may be well-connected in the community - assisting job placement.

Executive Committee Facilitation

Hire, train, counsel, and motivate management team members. Develop and nurture a team of management and line staff members that are directed toward the achievement of the hotel's goals and priorities. Emphasis on EOC team development.

Program Titles

Hotel Administration; Hospitality Business; Hotel and Restaurant Management; Hospitality Administration; Restaurant, Hotel, and Institutional Management; Hospitality Management; Tourism Administration; Culinary Arts.

Human Resource Manager

Hotel staffing needs.

Brand Affiliation Management continue

Inspect rooms according to franchise brand quality standards for cleanliness and proper preventive maintenance. General Manager for two or more years at a like-sized and like-branded property. Operate in a manner consistent with franchise brand standards.

GM's Tasks

Investor Relations; Executive Committee Facilitation; Property Management; Standards Modeling; Brand Affiliation Management; Community Relations.

GM Job Descriptions

Job Description for Hotels; Investor Relations; Executive Committee Facilitation; Property Management; Standards Modeling; Brand Affiliation Management; Community Relations.

On-Property Training: OJT

Learning activities designed to enhance skills of current employees. Offered by management to improve guest service and employee performance. Generally no charge to employee for training. Trends/focuses for hotel GMs - impact of: Advancing technology; A changing workforce.

Community Relations continue

Maintain an active and visible position in the local community and industry. Represent the hotel in the local and professional communities. Represent the property to external communities.

EOC Facilitation

Members of the hotel's management team - generally department heads - responsible for departmental leadership and overall property administration. EOC membership - or lack thereof - tells you a lot!

Standards Modeling continue

Must be neat and courteous with a pleasing personality. Maintain and support the organization's professional image and high ethics. Maintain high levels of personal and professional standards.

Community Relations

Opportunities to assist the local community; Attract new businesses; Expand tourism opportunities. Provide input regarding local business community needs. Hold charity events and fundraisers at the hotel.

Property Management - GM's Talents

Organizational and coaching skills; Analytical and financial analysis skills; Ability to anticipate guest needs; Competitive spirit and high attention to detail.

Community Relations - GM's Talents

Outgoing personality; Well-developed social skills; Effective public speaking & presentation skills.

Property Management

Planning; Organizing; Staffing/directing; Controlling/evaluating. Were the hotel's ADR targets achieved: Total Rooms Revenue divided by Total Number of Rooms Sold = ADR. Were its RevPAR targets achieved: Rooms revenue divided by rooms available for sale = RevPAR.

Formal Education

Program Titles; Two-year degree; Four-Year Degree; Advanced Degrees: MS, MBA, EdD, PhD.

Executive Housekeeper

Property cleanliness

Brand Affiliation Management

Property-level and QA scores.

Advanced Degrees - MS, MBA, EdD, PhD

Requirements include: Undergraduate degree; Excellent grades. Required mastery of subject matter: Not necessarily hospitality, and shouldn't be in most cases. The ability to communicate effectively.

RevPAR

Revenue Per Available Room

Director of Sales and Marketing - DOSM

Revenue production and hotel promotions.

Revenue Manager - RM

Rooms pricing and rooms inventory allotment.

Job Description for Hotels

Select - Service Hotels: Summary of the position; Specific Duties; Qualifications. Full - Service Hotels: Summary; Specific Duties; Minimum Qualifications; Desirable Qualifications.

Trade Associations

Serve certification, educational, social, and legislative needs of their members. Hold monthly and annual gatherings; Offer educational seminars/workshops; Hold trade shows - view new product and service offerings; Trade Publications. Focuses on industry-related news, trends, and practices. Help readers stay updated on current information.

Investor Relations continue

Submit P&L variance reports in a timely manner. Generate maximum financial and operational performance within the framework of the corporation's guidelines, specific direction, established policies, and procedures. Emphasis on managing the property per the instructions of ownership.

Assistant GM - AGM

Tasks as assigned by the GM.

General Manager - GM

The leader of the hotel; The individual responsible for final decision making regarding property-specific operating policies and procedures; GMs wear many hats.

QA Scores

The result of annual inspections conducted by a franchise company to ensure brand-standards are met.

Planning

To establish goals and objectives; The process of creating goals and objectives and then designing action plans, strategies, and tactics to achieve those goals and objectives.

Organizing

To maximize deployment of resources; Arranging and deploying resources in a manner that most efficiently helps achieve an organization's goals.

Controlling/evaluating

To measure and evaluate results; This concept relates to measuring and assessing results.

Staffing/directing

To provide leadership; This concept relates to the GM's recruiting, motivational, and leadership characteristics.

Chief Engineer

Upkeep of the hotel's physical facility.

Brand Affiliation Management - GM's Talents

Well-developed interpersonal skills; Persuasive ability; Listening skills; Effective writing ability.

Four-Year Degree - For Whom?

Wish to complete a more advanced study; Seek to learn from a larger number of quality faculty; Wish for a "more advanced" degree than two-year.