1. Chapter 2: The Hotel General Manager

2. Hotel Operations Management, 1/e©2004 Pearson Education Hayes/Ninemeier Pearson Prentice Hall Upper Saddle River, NJ 07458 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)

3. Hotel Operations Management, 1/e©2004 Pearson Education Hayes/Ninemeier Pearson Prentice Hall Upper Saddle River, NJ 07458 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 ability Proficiency in written communication Effective public speaking / presentation skills

4. Hotel Operations Management, 1/e©2004 Pearson Education Hayes/Ninemeier Pearson Prentice Hall Upper Saddle River, NJ 07458 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 Managing brand at the property level Responsibilities: Brand Affiliation Management To successfully manage owner / investor relations: G.M.s’ talents Well developed interpersonal skills Persuasive ability Listening skills Effective writing ability

5. Hotel Operations Management, 1/e©2004 Pearson Education Hayes/Ninemeier Pearson Prentice Hall Upper Saddle River, NJ 07458 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 Quality Inspection (or Assurance) scores Responsibilities: Brand Affiliation Management (continued…)

6. Hotel Operations Management, 1/e©2004 Pearson Education Hayes/Ninemeier Pearson Prentice Hall Upper Saddle River, NJ 07458 Attract new businesses Expand tourism opportunities Provide input regarding local business community needs Have charity events and fundraisers at the hotel Opportunities to assist the local community Responsibilities: Community Relations To successfully perform community relations G.M.s’ talents Outgoing personality Well-developed social skills Effective public speaking & presentation skills

7. Hotel Operations Management, 1/e©2004 Pearson Education Hayes/Ninemeier Pearson Prentice Hall Upper Saddle River, NJ 07458 Responsibilities: Executive Committee Facilitation Functional areaResponsible for Human Resource ManagerHotel staffing needs ControllerAccounting for hotel assets and liabilities Front Office ManagerGuest services and sales Executive HousekeeperProperty cleanliness Food & Beverage DirectorFood & beverage production & service Security DirectorGuest, employee & property safety/security Sales & Marketing DirectorRevenue production & promotions Chief EngineerUpkeep of hotel’s physical facility

8. Hotel Operations Management, 1/e©2004 Pearson Education Hayes/Ninemeier Pearson Prentice Hall Upper Saddle River, NJ 07458 Responsibilities: Executive Committee Facilitation (continued…) General Manager Human Resource Manager Security Director Controller Front Office Manager Executive Housekeeper Food & Beverage Director Sales & Marketing Director Chief Engineer Typical mid-sized, full-service hotel department organizational chart

9. Hotel Operations Management, 1/e©2004 Pearson Education Hayes/Ninemeier Pearson Prentice Hall Upper Saddle River, NJ 07458 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. Responsibilities: Executive Committee Facilitation (continued…) Right expectations regarding the G.M. To successfully manage the EOC facilitation G.M.s’ talents Good listening skills Ability to evaluate / implement managerial training & development program Assisting in professional improvement & growth of EOC team

10. Hotel Operations Management, 1/e©2004 Pearson Education Hayes/Ninemeier Pearson Prentice Hall Upper Saddle River, NJ 07458 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 skills Analytical & financial analysis skills Ability to anticipate guest needs Competitive sprit & high attention to detail

11. Hotel Operations Management, 1/e©2004 Pearson Education Hayes/Ninemeier Pearson Prentice Hall Upper Saddle River, NJ 07458 Responsibilities: Property Management (continued…) Functional areaPurpose PlanningTo establish goals and objectives OrganizingTo maximize deployment of resources Staffing / directingTo provide leadership Controlling / evaluatingTo measure and evaluate results Management process Controlling & evaluating Planning Organizing Staffing & Directing

12. Hotel Operations Management, 1/e©2004 Pearson Education Hayes/Ninemeier Pearson Prentice Hall Upper Saddle River, NJ 07458 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

13. Hotel Operations Management, 1/e©2004 Pearson Education Hayes/Ninemeier Pearson Prentice Hall Upper Saddle River, NJ 07458 Hotel admin. / hotel & restaurant mgt. / hospitality admin. / restaurant, hotel, & institutional mgt. / food service mgt. / hospitality business / tourism admin. / culinary arts Program titles Skills Development: Formal Education For whom Designed for both traditional college students & non-traditional working students Wish to terminate their formal education after several years of study Have a B.A. degree in another subject & wish to gain knowledge of the hospitality industry Two-year degree Highly practical & current Practical professional instructors who may be well connected in the community (assisting job placement) Benefits

14. Hotel Operations Management, 1/e©2004 Pearson Education Hayes/Ninemeier Pearson Prentice Hall Upper Saddle River, NJ 07458 Checklists Admission requirements Program designs Advanced degrees Skills Development: Formal Education (continued…) For whom Four-year degree Have diverse faculty & quality facilities Offer an excellent learning environment Benefits Wish to complete a B.A. degree Seek to learn from a larger number of quality faculty Wish a “more advanced” degree than two-year

15. Hotel Operations Management, 1/e©2004 Pearson Education Hayes/Ninemeier Pearson Prentice Hall Upper Saddle River, NJ 07458 Impact of advancing technology Impact of a changing workforce OJT trends / focuses for hotel G.M.s Skills Development: On-the-Job Training OJT Learning activities designed to enhance skills of current employees Offered by management with intent to improve guest service & employee performance Generally no charge to employee for training

16. Hotel Operations Management, 1/e©2004 Pearson Education Hayes/Ninemeier Pearson Prentice Hall Upper Saddle River, NJ 07458 Membership benefits / activities of local business associations (e.g., local Chambers of Commerce) Business / skills enhancement programs Networking opportunities Timely publications & seminars including local economic data & best management practices In some cases, providing low- or no-cost training for entry-level workers Lobbying for business interests & facilitating public-private employment initiatives Updating on recent business thoughts & methods Business associations Skills Development: Professional Development

17. Hotel Operations Management, 1/e©2004 Pearson Education Hayes/Ninemeier Pearson Prentice Hall Upper Saddle River, NJ 07458 Current two major interests Technology applications / human resource management Help staying updated on current info Serve certification, educational, social and legislative needs of their members Hold monthly and annual gatherings Offer educational seminars / workshops Have Trade Shows Efficient way to see new products & service offerings of a large number of vendors in a short time Example of the hotel industry Educational Institute of the American Hotel & Lodging Association Trade associations Skills Development: Professional Development (continued…) Trade publications