1. GM Playbook

2. Offense
Revenue Driven Management
Sales and Marketing
Employee Opinion Surveys
GSI/SALT/Guest Service Scores
Owner Relations
Community Relations (including area, vendor and online community)

3. Defense
Expense Controls
Labor Controls
Capital Expenditures
Risk Management
Forecasting
Preventative Maintenance Program
Quality Assurance
Internal Audit

4. Coaches:
Exemplify the Core Values
Are you proud of your Hotel
Lead by Example
Obsess, Obsess, Obsess over Revenue
Manage your Costs
Be a Problem Solver!
Take care of your Team
Deliver Results

5. Exemplify the Core Values
Coaches:
Exemplify the Core Values
Integrity
Compassion
Personal Leadership
Commitment to Results

6. Coaches: Are proud of Your Hotel It’s Your Home Its Your Career
Its Your Responsibility
Walk your hotel twice Daily
Engage with your staff and your guests know them by name
Inspect your guestrooms
Identify and correct deficiencies quickly

7. Coaches: Lead by Example
Look and act professional at all times and demand the same
Set a standard of excellence
Communicate and post your expectations
Be accountable and expect no less of others
Make a plan and work your plan (don’t waiver)

8. Coaches: Obsess, Obsess, Obsess over yourRevenue
20% of your day must be devoted to Revenue Management
Review Pace/Pick up 60 days in
Review Pricing Strategies Daily
Review Weekly STR
Drive the weekly Revenue Meeting with your team
Attend weekly sales meetings
Review weekly sales reports and verify results
Meet/Greet your top 10 – 15 Clients
Go on Sales Calls Weekly
5% of your day must be focused on Other Revenue
F&B, Phone, Gift Shop, Spa, Valet, Packages, Internet

9. Coaches: Take care of your Team Have fun and smile often
Engage Frequently
Stand ups/NETMA
Property Walks twice daily
Employee Luncheons/Employee Cafeteria
Recognition Programs
Round Tables
Insure proper Supplies and Equipment
Open Door Policy

10. Coaches: Manage your Costs Use your checkbook and labor models
Adjust expenses and labor to weekly reforecast changes
Use BuyEfficient and Maximize its costs savings and PO Controls
Manage your inventories and purchases to match current business volume
Manage to CPOR or % targets and hold department managers accountable

11. Coaches: Problem Solver Be a good listener
Gather all the available information
Use all available resources
Solicit information from others when appropriate
Be decisive and make a decision – Don’t live with a bad decision

12. Coaches: Take care of your Team Communicate Often
All associate meetings
Communication Boards
Newsletters
Department Meetings
Be of Service to your Team

13. Coaches: Deliver Results Exceed Top Line Revenues Beat GOP
Exceed Service Benchmarks
Meet an acceptable Quality Assurance Grade
Exceed EOS Benchmark
Passing Grade on the Internal Audit