Module 2 Flashcards
The hotel general manager and leader
What are the many hats that a hotel GM wears?
– Investor Relations
– Executive Committee Facilitation
– Property Management
– Standards Modeling
– Brand Affiliation Management
– Community Relations
What are the roles of the hotel general manager
– The leader of the hotel
– The individual responsible for final decision-making
regarding property-specific operating policies and
procedures.
– GMs wear many hats
What are some roles of the GM in investor relations?
- GMs’ 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
What is an executive operating committee?
– Members of the hotel’s management team (generally
department heads) responsible for departmental
leadership and overall property administration
List a hotel’s management team members as well as the key areas of responsibility
- Assistant GM: roles as assigned by the GM
- Controller: accounting for hotel assets and liabilities
- Human resources manager: hotel staffing needs
- Director of Sales and marketing (DOSM): revenue production and hotel promotions
- Front Office Manager (FOM): guest services and sales
- Revenue manager (RM): rooms pricing and rooms inventory allotment
- Executive housekeeper: property cleanliness
- Chief engineer: upkeep of the hotel’s physical facility
- Food and Beverage director: food and beverage production and service
- director of security: guest, employee, and property safety and security
define management
the process of planning, organizing, staffing, directing, controlling, and evaluating human, financial, and physical resources for the purpose of achieving organizational goals
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
Define 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.
Define organizing
To maximize the deployment of resources
- Arranging and deploying resources in a manner that
most efficiently helps achieve an organization’s goals.
Define staffing/directing
To provide leadership
- This concept relates to the GM’s recruiting,
motivational, and leadership characteristics
define controlling/evaluating
To measure and evaluate results
- This concept relates to measuring and assessing
results.
What is the formula for Average Daily Rate (ADR)
total rooms revenue/total number of rooms sold
What is the formula for Revenue per Available Room (RevPAR)?
total rooms revenue/total number of rooms available for sale
What are some of the GMs talents?
– Organizational and coaching skills
– Analytical and financial analysis skills
– Ability to anticipate guest needs
– Competitive spirit and high attention to detail
– Well-developed interpersonal skills
– Persuasive ability
– Listening skills
– Effective writing ability
what are some behaviors a hotel manager should have
– High personal standards of ethical behavior
– Even temperament
– Real commitment to guest service
What is a QA (quality assurance/quality inspection score)
– The result of annual inspections conducted by a
franchise company to ensure brand-standards are met.
what are some examples of program titles for a GM in lodging?
– Hotel Administration
– Hospitality Business
– Hotel and Restaurant Management
– Hospitality Administration
– Restaurant, Hotel, and Institutional Management
– Hospitality Management
– Tourism Administration
– Culinary Arts
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
– Benefits
Highly practical and current
Practicing professional instructors who may be well-connected
in the community (assisting job placement)
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
Benefits
– Have diverse faculty and quality facilities
– Offer an excellent learning environment
Advanced Degrees
– Requirements include:
Undergraduate degree
Excellent grades
– Required mastery of subject matter
– The ability to communicate effectively
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
OJT trends/focuses for hotel GMs
– Impact of advancing technology
– Impact of a changing workforce
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
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
– 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
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.
Property Management
– 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
– 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.
Brand Affiliation Management
– 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.
Community Relations
– 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.
What are steps in the onboarding process?
- Recruitment
- Selection
- Orientation
- Introduction
Practices to help during the recruitment process
- be truthful
- pay attention to the applicant
- make introductions if applicable
- lay the groundwork
- calling and welcoming the new employee
- ensure you have all the paperwork, tools, etc.
– Answering all questions and concerns
– Scheduling regular conversations to clarify
expectations, provide feedback, and establish and
evaluate goals
– Discussing opportunities for the employee to learn new
knowledge and skills after becoming successful in their
current position
What are the 5 basic leadership tactics?
- decision making
- delegation
- communication
- motivation
- discipline
define programmed and non-programmed decisions
- programmed: routine or repetitive decisions made after considering policies, procedures, and rules
- non-programmed: decisions that occur infrequently and require creativity
Examples of off-boarding
– Exit interviews
– Finalizing paperwork
– Returning hotel property
– Ensuring proper benefits are explained
Factors Affecting Decisions
– Who is the correct person to make the decision?
– How will a decision about a specific issue bring the
hotel closer to attaining its objectives and goals?
– How will the decision affect guests?
– Is there only one acceptable alternative?
– Should the decision be based upon objective facts and
analysis alone, or alternatively, can some subjective
(“common sense”) issues be addressed?
– How much time and effort can be spent on the
decision?
– How does my experience help with decision-making?
– Must the decision please everyone?
– What, if any, are the ethical aspects related to the
decision being made?
what are some advantages to team-based decision making
– Considering broad range of information
– Generating more creative alternatives
– Whole team aware of issues and problems
– Higher morale
– Easier implementation
what are some disadvantages to team-based decision making?
– Possible conflicts
– May be forced to “take sides” if alternative opinions are
expressed
– Domination by staff members with strongest
personalities
– Time-consuming
– Not applicable when fast decisions necessary
what are the steps in effective delegation?
- There must be an organizational climate in which
delegation can occur. - Specific duties and responsibilities are assigned to
an employee. - Sufficient authority is granted so the employee
can carry out the assignment. - The supervisor and employee agree on specific
results that are expected. - The delegated responsibility is communicated to
others to minimize confusion about “who does
what.” - The manager establishes a feedback system to
measure progress as the assignment is
completed.
How do GMs benefit from delegation?
- allows them to do most important tasks first
- it can train employees so they can grow in their jobs
- it allows more work to be accomplished
- it improves control
what are the steps in progressive discipline?
- Step 1: Oral warning (no entry in employee’s
record). - Step 2: Oral warning (with entry in employee’s
record). - Step 3: Written reprimand (often from a manager
at an organizational level above that of the
employee’s immediate supervisor). - Step 4: Suspension for a specified number of
days. - Step 5: Discharge from the organization.
To be a good team leader, a hotel manager must:
– Maintain high standards and expectations.
– Support individual team members and maintain
relationships of trust and respect.
– Practice participative management and solicit input
from team members as goals and objectives are
established and as plans to achieve them are
implemented.
– Demonstrate that their own personal goals should not
be placed before the team’s goals.
– Share credit for the successes that the team achieves.
