In the hospitality industry, the General Manager (GM) plays a pivotal role as the leader of the

hotel. The GM is responsible for overseeing various aspects of hotel operations and is involved
in making crucial decisions that impact the overall functioning of the property. Here's an
explanation of the roles and responsibilities of a General Manager in hospitality:

1. **Leadership Role:**
- The GM is the leader of the hotel and sets the tone for the entire team. They provide
guidance, direction, and inspiration to staff members, creating a positive and productive work
environment.

2. **Decision-Making Authority:**
- The GM is the ultimate decision-maker regarding property-specific operating policies and
procedures. They are entrusted with the authority to make final decisions that shape the overall
strategy and direction of the hotel.

3. **Multifaceted Responsibilities:**
- GMs wear many hats, meaning they have diverse responsibilities that span various
departments within the hotel. They are involved in operations, finance, marketing, human
resources, guest services, and more.

4. **Operational Oversight:**
- GMs oversee the day-to-day operations of the hotel to ensure efficiency and effectiveness.
This includes managing front-of-house and back-of-house operations, addressing challenges,
and maintaining high standards of service.

5. **Financial Management:**
- GMs are responsible for the financial performance of the hotel. They oversee budgeting,
financial planning, and cost control measures to ensure the property operates within financial
targets and achieves profitability.

6. **Guest Satisfaction:**
- Ensuring guest satisfaction is a key responsibility. GMs focus on creating a positive guest
experience by implementing high service standards, addressing guest concerns, and fostering a
culture of hospitality.

7. **Employee Management:**
- GMs lead and manage the hotel's staff, including hiring, training, and evaluating team
members. They create a positive work culture, promote teamwork, and address employee
concerns.

8. **Marketing and Sales:**

- GMs are involved in the development and implementation of marketing and sales strategies.
They work to attract guests, increase bookings, and enhance the hotel's overall market position.
9. **Community Relations:**
- GMs often play a role in community relations, representing the hotel in local events and
building positive relationships with the community. This can contribute to the hotel's reputation
and community engagement.

10. **Crisis Management:**

- GMs are prepared to handle crises and unforeseen challenges, such as natural disasters or
public health emergencies. They develop contingency plans and lead the team in responding
effectively to unexpected situations.

11. **Corporate Communication:**

- GMs communicate with the corporate office, owners, and stakeholders. They provide
updates on the hotel's performance, seek approvals for major decisions, and ensure alignment
with the broader corporate strategy.

In summary, the General Manager in hospitality is a versatile and influential figure who oversees
all aspects of hotel operations. From strategic decision-making to day-to-day management, GMs
play a crucial role in ensuring the success and sustainability of the hotel. Their leadership skills,
industry knowledge, and ability to navigate diverse responsibilities contribute to the overall
success of the property.

Slide-3
The tasks you've listed are integral components of a General Manager's responsibilities in the
hospitality industry. Let's delve into each of these tasks to provide a more detailed
understanding:

1. **Investor Relations:**
- **Financial Reporting:** GMs are responsible for providing regular financial reports to
investors, showcasing the hotel's performance against key metrics.
- **Communication:** They maintain open communication with investors, addressing queries
and concerns, and providing updates on the hotel's financial health and future prospects.
- **Return on Investment (ROI):** GMs work towards ensuring a satisfactory return on
investment for stakeholders.

2. **Executive Committee Facilitation:**

- **Committee Leadership:** GMs often lead or participate in the executive committee,
where strategic decisions are made. This involves coordinating discussions and ensuring
alignment with the overall goals of the hotel.
- **Cross-Departmental Collaboration:** Facilitating collaboration among different
departments and ensuring that each department is aligned with the overall objectives of the
hotel.

3. **Property Management:**
 - **Day-to-Day Operations:** GMs oversee the daily operations of the hotel, ensuring that all
departments are functioning smoothly.
- **Facilities Management:** They are responsible for the maintenance and upkeep of the
property, ensuring that it meets quality standards and provides a comfortable environment for
guests.
- **Staff Management:** GMs lead and manage the hotel staff, fostering a positive work
culture and addressing any operational challenges.

4. **Standards Modeling:**
- **Setting Standards:** GMs establish and uphold standards of service, cleanliness, and
overall guest experience.
- **Training and Development:** They ensure that staff members are trained to meet and
exceed these standards, contributing to a consistent and high-quality guest experience.

5. **Brand Affiliation Management:**

- **Brand Compliance:** If the hotel is affiliated with a specific brand or chain, GMs ensure
that the property complies with the brand's standards and guidelines.
- **Brand Enhancement:** They work towards enhancing the hotel's brand image and
reputation within the broader hospitality market.

6. **Community Relations:**
- **Local Engagement:** GMs engage with the local community, participating in events,
building relationships, and contributing to the hotel's positive presence in the community.
- **Corporate Social Responsibility (CSR):** They may oversee CSR initiatives that benefit the
local community and align with the values of the hotel.

These tasks collectively contribute to the GM's role as the leader and decision-maker for the
hotel. The GM's ability to effectively manage investor relations, facilitate executive committee
discussions, oversee property operations, uphold standards, manage brand affiliations, and
engage with the community is crucial for the overall success and sustainability of the hotel.

Slide-4
The General Manager's (GM) role in Investor Relations is crucial for maintaining a transparent
and positive relationship with hotel owners and investors. The GM needs a diverse skill set to
effectively communicate the current performance and future needs of the hotel(s). Here's a
breakdown of the key responsibilities and skills required for GMs in Investor Relations:

**GM Responsibilities: Investor Relations**

1. **Financial Analysis Ability:**

- **Performance Metrics:** GMs should be proficient in analyzing financial performance
metrics, including revenue, expenses, profitability, and return on investment (ROI).
- **Budgeting:** They must have the ability to create, manage, and analyze budgets,
identifying areas for improvement and cost-saving measures.
2. **Communication Skills:**
- **Clear Communication:** GMs need to communicate financial and operational information
clearly and concisely to owners and investors. This includes regular updates on key performance
indicators (KPIs) and financial reports.
- **Transparency:** Transparent communication about challenges, successes, and strategies is
essential for building trust with investors.

3. **Proficiency in Written Communication:**

- **Reporting:** GMs should be skilled in preparing written reports, financial statements, and
performance summaries for distribution to owners and investors.
- **Documentation:** The ability to document key decisions, strategies, and action plans is
crucial for maintaining a comprehensive record of the hotel's performance.

4. **Effective Public Speaking/Presentation Skills:**

- **Presentations:** GMs often need to present financial updates, performance reviews, and
strategic plans to owners and investors. Effective public speaking skills are crucial for delivering
impactful presentations.
- **Q&A Sessions:** Handling questions and engaging in discussions during investor meetings
or presentations requires confidence and effective communication.

5. **Relationship Management:**
- **Building Relationships:** Establishing and nurturing positive relationships with owners
and investors is a key responsibility. GMs need to be approachable, responsive, and attentive to
their needs.
- **Regular Updates:** Providing regular updates on the hotel's performance, market trends,
and industry insights helps keep owners and investors informed and engaged.

6. **Strategic Planning:**
- **Future Needs Analysis:** GMs must analyze the future needs of the hotel(s) and present
well-thought-out plans to owners and investors. This may include expansion plans, renovations,
or strategic changes to enhance profitability.
- **Risk Management:** Identifying potential risks and proposing mitigation strategies
demonstrates proactive planning and risk management to investors.

7. **Market Awareness:**
- **Industry Trends:** Staying informed about current trends in the hospitality industry and
the local market helps GMs provide context to owners and investors regarding the hotel's
performance.
- **Competitive Analysis:** Comparing the hotel's performance to competitors and
presenting strategies for maintaining a competitive edge is part of the GM's responsibilities.

8. **Adaptability and Innovation:**

 - **Adapting to Changes:** The ability to adapt to changes in the market, industry, or
economic conditions is essential. GMs must convey their adaptability and innovative
approaches to owners and investors.

In summary, the GM's role in Investor Relations goes beyond financial analysis. It involves
effective communication, relationship management, strategic planning, and adaptability to
ensure a positive and collaborative partnership with hotel owners and investors. Clear and
transparent communication, both in writing and verbally, is critical for building trust and
maintaining a successful relationship over the long term.

Slide-5
**GM Responsibilities: Executive Committee Facilitation**

The General Manager (GM) plays a crucial role in facilitating and leading the Executive
Operating Committee (EOC) in a hotel. The EOC typically consists of department heads and
other key members of the hotel's management team. The GM's responsibilities in facilitating
the EOC involve overseeing departmental leadership and ensuring the overall administration of
the property is effective and aligned with the hotel's objectives. Here are specific
responsibilities associated with Executive Committee facilitation:

1. **Leadership and Coordination:**

- **Lead EOC Meetings:** The GM leads and facilitates regular EOC meetings, providing a
platform for department heads to discuss updates, challenges, and strategies.
- **Coordinate Team Efforts:** Ensuring that the EOC functions as a cohesive team by
coordinating efforts, fostering collaboration, and maintaining open lines of communication
among department heads.

2. **Strategic Planning:**
- **Align with Overall Strategy:** Work with department heads to ensure that their individual
departmental strategies align with the overall strategic goals and vision of the hotel.
- **Long-Term Planning:** Facilitate discussions on long-term planning, considering market
trends, competitive analysis, and the evolving needs of guests.

3. **Operational Oversight:**
- **Review Departmental Operations:** Oversee and review the day-to-day operations of
each department, addressing challenges and ensuring that all departments are functioning
efficiently.
- **Performance Metrics:** Discuss and analyze performance metrics for each department,
identifying areas for improvement and recognizing successes.

4. **Decision-Making:**
- **Facilitate Decision-Making:** Guide the EOC in making informed decisions on critical
matters affecting the hotel. Ensure that decisions align with the hotel's overall objectives and
values.
 - **Conflict Resolution:** Address conflicts or disagreements among department heads and
facilitate resolutions to maintain a harmonious working environment.

5. **Communication and Information Sharing:**

- **Information Flow:** Ensure that relevant information flows effectively between
departments and that each department is aware of important updates or changes.
- **Feedback Mechanism:** Establish a feedback mechanism within the EOC to encourage
open communication and constructive feedback among department heads.

6. **Performance Evaluation:**
- **Performance Reviews:** Collaborate with department heads to conduct performance
reviews for their respective teams, setting goals and providing guidance for professional
development.
- **Recognition and Rewards:** Acknowledge and celebrate departmental achievements,
fostering a positive and motivating work culture.

7. **Resource Allocation:**
- **Budget Oversight:** Work with the EOC to review and allocate resources effectively,
ensuring that budgets are adhered to and resources are optimized.
- **Investment Decisions:** Discuss and make decisions regarding investments in new
technologies, training programs, or capital improvements.

8. **Adaptability and Innovation:**

- **Promote Innovation:** Encourage innovation within departments and facilitate
discussions on adopting new technologies or practices to enhance operational efficiency.
- **Adapt to Changes:** Lead the EOC in adapting to changes in the industry, market, or guest
preferences.

9. **Professional Development:**
- **Leadership Development:** Support leadership development initiatives for department
heads, ensuring they have the skills and knowledge needed for their roles.
- **Succession Planning:** Work on succession planning within the EOC, identifying and
developing potential leaders within each department.

10. **Stakeholder Relations:**

- **Communication with Owners:** Communicate EOC decisions and updates to hotel
owners or stakeholders, providing insights into the overall management strategy.

The GM's role in Executive Committee facilitation is instrumental in creating a collaborative and
high-performing management team that works together to achieve the hotel's goals and
maintain operational excellence. The GM serves as a unifying force, aligning departmental
efforts with the broader vision of the hotel.

Slide-6
The Assistant General Manager (AGM) in a hotel plays a vital role in supporting the General
Manager (GM) in various tasks and responsibilities. The specific duties of an AGM can vary
depending on the hotel's structure and needs. In the context you've provided, the AGM is
assigned tasks by the GM and may take on roles such as a Controller, Human Resource Manager,
and Director of Sales and Marketing (DOSM). Let's break down the key responsibilities
associated with each role:

1. **Controller:**
- **Financial Management:** The AGM, acting as a Controller, is responsible for overseeing
financial aspects, including budgeting, financial reporting, and ensuring compliance with
accounting standards.
- **Asset and Liability Management:** Accounting for hotel assets and liabilities involves
maintaining accurate records of the hotel's financial transactions, managing accounts, and
ensuring financial stability.

2. **Human Resource Manager:**

- **Staffing Needs:** The AGM, in the role of a Human Resource Manager, addresses hotel
staffing needs. This includes recruitment, hiring, onboarding, and managing employee relations.
- **Training and Development:** The AGM may be involved in employee training and
development programs to ensure that staff members are well-equipped with the necessary
skills.

3. **Director of Sales and Marketing (DOSM):**

- **Revenue Production:** In the capacity of a DOSM, the AGM focuses on revenue
production strategies. This involves working on sales initiatives, setting room rates, and
implementing marketing campaigns to attract guests.
- **Promotions:** Planning and executing hotel promotions to increase occupancy rates,
drive revenue, and enhance the hotel's market position.

4. **GM Responsibilities: Executive Committee Facilitation:**

- **Collaboration with GM:** The AGM collaborates with the GM in facilitating Executive
Committee (EOC) meetings. This involves contributing to discussions, providing updates on
relevant areas (such as finance, human resources, and sales), and supporting the GM in
decision-making.
- **Departmental Coordination:** The AGM ensures coordination between different
departments within the hotel, aligning efforts to meet overall organizational goals.
- **Information Sharing:** Actively shares information with other members of the EOC,
contributing insights from the roles of Controller, Human Resource Manager, and DOSM.

In summary, the AGM serves as a versatile and supportive role within the hotel's management
structure. Depending on the specific assignments given by the GM, the AGM may wear multiple
hats, including those of a Controller, Human Resource Manager, and DOSM. Additionally, the
AGM contributes to the collaborative efforts of the Executive Committee by actively
participating in meetings and ensuring effective communication and coordination among
different departments. This collaborative approach helps drive the overall success of the hotel.

Slide-7
In a hotel, the Front-Office Manager (FOM), Revenue Manager (RM), Executive Housekeeper,
and Chief Engineer play critical roles in ensuring the smooth functioning of various
departments. Let's explore the key responsibilities associated with each role:

1. **Front-Office Manager (FOM):**

- **Guest Services:** FOM is responsible for overseeing guest services, ensuring that guests
have a positive experience from check-in to check-out.
- **Sales:** FOM may be involved in sales activities, promoting upsells, room upgrades, and
additional services to maximize revenue.
- **Staff Supervision:** FOM supervises front-office staff, including receptionists and
concierge, to ensure efficient operations.

2. **Revenue Manager (RM):**

- **Rooms Pricing:** RM is responsible for setting room prices based on market demand,
competition, and other factors to maximize revenue.
- **Rooms Inventory Allotment:** RM manages room inventory allotment, making decisions
on room availability and distribution to various channels.
- **Data Analysis:** RM analyzes market trends, guest booking patterns, and performance
metrics to optimize pricing strategies.

3. **Executive Housekeeper:**
- **Property Cleanliness:** Executive Housekeeper oversees the cleanliness and maintenance
of guest rooms, public areas, and other hotel spaces.
- **Inventory Management:** Manages housekeeping supplies and ensures efficient use of
resources for cleaning and maintenance.
- **Staff Management:** Supervises housekeeping staff, schedules cleaning tasks, and
ensures adherence to cleanliness standards.

4. **Chief Engineer:**
- **Upkeep of Facilities:** Chief Engineer is responsible for the maintenance and upkeep of
the hotel's physical facilities, including mechanical, electrical, and structural systems.
- **Preventive Maintenance:** Implements preventive maintenance programs to ensure the
longevity of equipment and prevent breakdowns.
- **Safety Compliance:** Ensures that the hotel complies with safety and environmental
regulations.

Each of these roles is crucial for different aspects of hotel operations, contributing to guest
satisfaction, revenue generation, cleanliness, and overall facility maintenance. Effective
coordination among these departments is essential for providing a seamless and enjoyable
experience for hotel guests while maximizing revenue and ensuring the longevity of the
property.

Slide-8
Let's break down the key responsibilities associated with the Food and Beverage Director (F&B
Director) and the Director of Security, as well as the statement about successful managers and
mentoring in the context of General Manager (GM) responsibilities in Executive Committee
Facilitation:

1. **Food and Beverage Director (F&B Director):**

- **Food and Beverage Production:** The F&B Director oversees the production of food and
beverages, including menu planning, kitchen operations, and coordination with the culinary
team.
- **Service Excellence:** Ensures high standards of service in food and beverage outlets,
including restaurants, bars, and catering services.
- **Cost Management:** Manages costs related to food and beverage operations, including
sourcing, pricing, and inventory control.
- **Guest Experience:** Focuses on enhancing the overall guest dining experience and
meeting customer expectations.

2. **Director of Security:**
- **Guest, Employee, and Property Safety:** The Director of Security is responsible for
ensuring the safety and security of guests, employees, and the property.
- **Security Protocols:** Develops and implements security protocols, emergency response
plans, and surveillance systems.
- **Training:** Provides training to staff on safety procedures and ensures compliance with
security policies.
- **Incident Management:** Manages and responds to security incidents, investigations, and
collaborates with law enforcement if necessary.

3. **Mentoring and Managerial Success:**

- **Mentorship:** The statement about successful managers pointing to individuals who
showed them the ropes emphasizes the importance of mentorship in professional
development. Successful managers often have had mentors who guided and shared valuable
insights with them.
- **Learning from Experience:** Effective mentorship involves sharing experiences, providing
advice, and helping mentees navigate challenges in their careers.
- **Knowledge Transfer:** Mentors play a crucial role in transferring knowledge, skills, and
leadership principles to aspiring managers, contributing to their success.

4. **GM Responsibilities: Executive Committee Facilitation:**

- **Mentoring within the Executive Committee:** The GM, as a leader, may engage in
mentorship within the Executive Committee, fostering a collaborative and supportive
environment.
 - **Guidance and Advice:** The GM provides guidance and advice to department heads
within the Executive Committee, leveraging their experience to help navigate complex
decisions.
- **Team Building:** Encourages a culture of mentorship and mutual support within the
Executive Committee, fostering a cohesive and effective leadership team.

In summary, the F&B Director oversees food and beverage operations, the Director of Security
focuses on safety and security, and successful managers often attribute their success to mentors
who guided them in their careers. Within the context of GM responsibilities in Executive
Committee Facilitation, mentorship and guidance play a role in building a strong and effective
leadership team.

Slide-9
**GM Responsibilities: Executive Committee Facilitation**

Managing Executive Operating Committee (EOC) facilitation successfully requires specific skills
and responsibilities from the General Manager (GM). Here are key elements associated with GM
responsibilities in facilitating the EOC:

1. **Good Listening Skills:**

- **Active Listening:** The GM should actively listen to the insights, concerns, and suggestions
of EOC members during meetings.
- **Understanding Perspectives:** Demonstrating an ability to understand and consider
different perspectives within the committee fosters a collaborative decision-making
environment.
- **Feedback Integration:** Incorporating feedback from EOC members into decision-making
processes contributes to effective leadership.

2. **Managerial Training and Development Programs:**

- **Identifying Training Needs:** The GM assesses the training needs of EOC members and
identifies areas for improvement or skill development.
- **Implementing Programs:** Developing and implementing managerial training programs to
enhance the skills and capabilities of EOC members.
- **Continuous Learning:** Encouraging a culture of continuous learning and professional
development within the EOC team.

3. **Assistance in Professional Improvement and Growth:**

- **Individual Development Plans:** Collaborating with EOC members to create individual
development plans tailored to their career goals.
- **Providing Resources:** Ensuring access to resources, mentorship, and opportunities that
contribute to the professional growth of EOC team members.
- **Recognition of Achievements:** Acknowledging and celebrating the achievements and
milestones of EOC members, fostering a positive and motivating work environment.
4. **Effective Communication:**
- **Clear Communication:** The GM communicates the vision, goals, and expectations of the
hotel to the EOC clearly and consistently.
- **Transparent Information Sharing:** Providing transparent and timely information about
key decisions, performance metrics, and industry trends.
- **Open Dialogue:** Encouraging open dialogue within the EOC, where members feel
comfortable expressing their opinions and concerns.

5. **Decision-Making and Problem-Solving:**

- **Collaborative Decision-Making:** Facilitating collaborative decision-making processes
within the EOC, ensuring that decisions align with the overall strategy of the hotel.
- **Problem-Solving Skills:** Demonstrating effective problem-solving skills to address
challenges and capitalize on opportunities.

6. **Team Building:**
- **Cohesive Team Dynamics:** Building and maintaining a cohesive team dynamic within the
EOC, fostering a positive and supportive work culture.
- **Conflict Resolution:** Addressing conflicts or disagreements within the EOC and
facilitating resolutions to maintain a harmonious working environment.

7. **Strategic Planning:**
- **Long-Term Planning:** Collaborating with the EOC to develop and execute long-term
strategies that align with the overall goals of the hotel.
- **Adaptability:** Navigating changes in the industry and adapting strategic plans accordingly
to ensure the continued success of the hotel.

In summary, the GM's responsibilities in EOC facilitation go beyond overseeing day-to-day

operations. It involves creating a conducive environment for collaboration, continuous learning,
and professional growth, contributing to the overall success of the hotel. Effective
communication, good listening skills, and a commitment to the development of the EOC team
are essential for successful facilitation.

Slide-10
**Responsibilities: Property Management Planning**

Property Management involves various responsibilities aimed at planning and organizing to

achieve the goals and objectives of a property. Here are key responsibilities associated with
property management planning:

1. **Establishing Goals and Objectives:**

- **Strategic Planning:** Property managers are responsible for setting strategic goals and
objectives aligned with the overall vision of the property.
- **Performance Metrics:** Defining measurable metrics that will be used to assess the
success of the property management plan.
2. **Organizing:**
- **Resource Allocation:** Effectively organizing resources, including personnel, finances, and
materials, to optimize efficiency.
- **Workflow Structure:** Designing and implementing organizational structures and
workflow processes that support the achievement of goals.

3. **Maximizing Deployment of Resources:**

- **Efficient Resource Use:** Ensuring the optimal deployment of resources, including staff,
technology, and budget, to enhance productivity.
- **Cost Management:** Strategically managing costs while maximizing the return on
investment.

4. **Staffing/Directing:**
- **Leadership:** Providing leadership and direction to property staff, setting expectations,
and fostering a positive and productive work environment.
- **Team Development:** Developing and managing property staff, including hiring, training,
and performance evaluations.

5. **Providing Leadership:**
- **Visionary Leadership:** Offering visionary leadership that inspires the property team to
work towards common goals.
- **Decision-Making:** Making informed and timely decisions to address challenges and
capitalize on opportunities.

6. **Controlling/Evaluating:**
- **Performance Measurement:** Implementing systems to measure and evaluate the
performance of the property against established goals.
- **Quality Assurance:** Ensuring that services and operations meet quality standards
through regular evaluations and assessments.

7. **To Measure and Evaluate Results:**

- **Key Performance Indicators (KPIs):** Developing and monitoring KPIs to gauge the success
of property management efforts.
- **Continuous Improvement:** Implementing continuous improvement initiatives based on
evaluation results to enhance overall property performance.

Property management planning is an ongoing process that requires adaptability, strategic

thinking, and effective leadership. By establishing clear goals, organizing resources efficiently,
providing leadership, and regularly evaluating performance, property managers can contribute
to the sustained success of the property they oversee.

Slide-11
**GM Responsibilities: Property Management**
In the context of property management, the General Manager (GM) plays a pivotal role in
overseeing the planning and organizing aspects to ensure the effective management and
success of the property. Here are key GM responsibilities in property management related to
planning and organizing:

1. **Planning:**
- **Goal Setting:** Collaborating with key stakeholders to establish short-term and long-term
goals for the property, aligning them with the overall vision and objectives.
- **Strategic Planning:** Developing and implementing strategic plans that outline the
direction, priorities, and initiatives necessary for achieving property goals.
- **Action Plans:** Creating detailed action plans, strategies, and tactics to execute the
overarching goals and objectives set for the property.

2. **Organizing:**
- **Resource Allocation:** Efficiently allocating resources, including personnel, budget, and
technology, to support the property's operational needs and strategic initiatives.
- **Workflow Design:** Designing and optimizing workflow processes to enhance operational
efficiency and ensure seamless collaboration among property departments.
- **Team Structure:** Establishing and maintaining a clear organizational structure,
delineating roles and responsibilities within the property team.

3. **Deployment of Resources:**
- **Optimizing Efficiency:** Maximizing the deployment of resources to achieve efficiency in
day-to-day operations and strategic projects.
- **Cost Management:** Implementing effective cost management strategies to ensure that
resources are utilized judiciously and contribute to the property's financial health.

4. **Leadership in Planning:**
- **Guiding Planning Processes:** Leading the property management team in the planning
process, providing guidance and ensuring that plans align with overall business objectives.
- **Decision-Making:** Making informed and timely decisions related to property planning
and ensuring that decisions are aligned with the property's goals.

5. **Team Collaboration:**
- **Cross-Functional Collaboration:** Promoting collaboration among different departments
within the property to ensure that planning efforts are cohesive and integrated.
- **Communication:** Facilitating effective communication channels to keep the property
team informed about planning initiatives and updates.

6. **Monitoring and Evaluation:**

- **Performance Measurement:** Implementing systems to monitor and measure the
performance of the property against established goals and KPIs.
 - **Continuous Improvement:** Encouraging a culture of continuous improvement based on
regular evaluations, feedback, and adjustment of strategies.

7. **Adaptability and Innovation:**

- **Adaptation to Changes:** Leading the property in adapting to changes in the industry,
market conditions, and guest preferences.
- **Promoting Innovation:** Encouraging innovative approaches and solutions within the
property management framework.

8. **Stakeholder Engagement:**
- **Communication with Owners/Investors:** Engaging in transparent communication with
property owners or investors, keeping them informed about planning initiatives, performance,
and future strategies.
- **Building Stakeholder Relationships:** Nurturing relationships with key stakeholders to
ensure alignment with property goals.

In summary, the GM's responsibilities in property management involve active involvement in

the planning process, effective organization of resources, leadership in decision-making,
fostering collaboration, monitoring and evaluation, and adaptability to changes in the industry.
These efforts contribute to the overall success and sustainability of the property.

Slide-12
**GM Responsibilities: Property Management**

In the context of property management, the responsibilities of the General Manager (GM)
extend to staffing/directing and controlling/evaluating. These aspects are crucial for effective
leadership and ensuring the overall success of the property. Here's a breakdown of the GM
responsibilities related to staffing/directing and controlling/evaluating:

1. **Staffing/Directing:**
- **Recruitment and Hiring:** The GM is responsible for recruiting and hiring qualified
individuals to fill key positions within the property. This includes assessing staffing needs,
conducting interviews, and making hiring decisions.
- **Motivational Leadership:** The GM plays a pivotal role in motivating and inspiring the
property management team. This involves creating a positive work environment, recognizing
achievements, and fostering a culture of teamwork and excellence.
- **Leadership Characteristics:** Demonstrating strong leadership characteristics, such as
decisiveness, vision, and effective communication, to guide and direct the property team
towards common goals.
- **Team Development:** The GM is involved in the ongoing development of the property
team, providing training, mentorship, and opportunities for professional growth.

2. **Controlling and Evaluating:**

 - **Performance Measurement:** Implementing systems to measure and assess the
performance of the property against established goals and objectives. This includes monitoring
key performance indicators (KPIs) related to financial, operational, and guest satisfaction
metrics.
- **Quality Assurance:** Ensuring that the property's services and operations meet
established quality standards. This involves implementing processes for regular quality checks,
inspections, and continuous improvement.
- **Budget Control:** Exercising control over the property's budget and expenditures. The GM
is responsible for overseeing financial processes, monitoring expenses, and making decisions to
optimize financial performance.
- **Feedback Mechanism:** Establishing a feedback mechanism within the property
management team to encourage open communication and provide constructive feedback. This
contributes to continuous improvement and employee engagement.
- **Adapting Strategies:** Based on evaluation results, the GM is responsible for making
informed decisions to adapt strategies, address challenges, and capitalize on opportunities.

3. **Performance Recognition and Improvement:**

- **Recognition of Achievements:** Acknowledging and celebrating the achievements and
milestones of the property team. This contributes to a positive and motivated work
environment.
- **Identification of Improvement Areas:** Identifying areas for improvement and
implementing strategies for enhancement. The GM leads the team in addressing challenges and
finding solutions to elevate overall performance.
- **Performance Appraisals:** Conducting performance appraisals and evaluations for key
members of the property management team. Providing constructive feedback and setting goals
for individual and team development.

4. **Communication and Transparency:**

- **Transparent Communication:** Maintaining transparent communication with the property
management team about goals, expectations, and performance metrics.
- **Alignment with Objectives:** Ensuring that all team members understand how their roles
contribute to the overall objectives of the property.

In summary, the GM's responsibilities in property management encompass effective staffing and
directing through recruitment, motivation, and leadership, as well as controlling and evaluating
to measure results, ensure quality, and drive continuous improvement. These responsibilities
collectively contribute to the overall success and sustainability of the property.

Slide-13

**GM Responsibilities: Property Management (4 of 5)**

In property management, the General Manager (GM) holds responsibilities related to financial
performance and key performance indicators, including Average Daily Rate (ADR) and Revenue
per Available Room (RevPAR). Here's an exploration of GM responsibilities concerning ADR and
RevPAR targets:

1. **ADR Targets:**
- **Monitoring Financial Metrics:** The GM is responsible for closely monitoring financial
metrics, including ADR, which is a key indicator of the hotel's room rate performance.
- **Setting ADR Targets:** Collaborating with the finance and revenue management teams to
set ADR targets aligned with the hotel's overall financial goals.
- **Pricing Strategy:** Implementing and overseeing pricing strategies to achieve the targeted
ADR. This may involve adjusting rates based on market demand, seasonality, and competitive
analysis.
- **Analysis and Adjustment:** Regularly analyzing ADR performance and making strategic
adjustments as needed to optimize revenue generation from room sales.
- **Collaboration with Revenue Management:** Working closely with the revenue
management team to ensure that ADR strategies align with broader revenue optimization
initiatives.

2. **RevPAR Targets:**
- **Understanding RevPAR Significance:** The GM understands the significance of RevPAR as
a comprehensive performance metric that considers both room rate and occupancy.
- **Setting RevPAR Targets:** Collaborating with the revenue management team to set
RevPAR targets based on market conditions, competitive landscape, and overall revenue goals.
- **Occupancy and Rate Management:** Implementing strategies to manage both occupancy
and room rates to achieve the targeted RevPAR.
- **Market Positioning:** Assessing the hotel's market positioning in terms of RevPAR
compared to competitors and making adjustments to enhance competitiveness.
- **Revenue Optimization:** Ensuring that pricing decisions and occupancy strategies align
with the goal of optimizing overall room revenue.

3. **Financial Performance Analysis:**

- **Regular Performance Reviews:** Conducting regular reviews of financial performance
reports, including ADR and RevPAR, to assess the achievement of targets.
- **Variance Analysis:** Analyzing variances between actual performance and targets,
identifying contributing factors, and taking corrective actions as necessary.
- **Forecasting:** Collaborating with finance and revenue management to develop accurate
forecasts for ADR and RevPAR, facilitating proactive decision-making.

4. **Communication and Reporting:**

- **Reporting to Ownership/Management:** Communicating ADR and RevPAR performance
to property owners, management, and relevant stakeholders.
- **Transparency:** Ensuring transparency in reporting and providing insights into the factors
influencing ADR and RevPAR performance.
- **Strategic Recommendations:** Offering strategic recommendations to enhance ADR and
RevPAR based on market trends, guest behavior, and industry benchmarks.
5. **Continuous Improvement:**
- **Implementing Best Practices:** Staying informed about industry best practices and
incorporating them into ADR and RevPAR management strategies.
- **Innovation:** Encouraging a culture of innovation within the property management team
to explore new approaches to pricing, revenue management, and guest experience that can
positively impact ADR and RevPAR.

In summary, the GM's responsibilities related to ADR and RevPAR targets involve setting goals,
implementing pricing and occupancy strategies, analyzing financial performance, and fostering
continuous improvement. These efforts contribute to the hotel's overall financial success and
competitiveness in the market.

Slide-14

**GMs’ Talents**

The success of a General Manager (GM) in the hospitality industry often relies on a diverse set
of talents and skills. Here are specific talents commonly associated with effective GMs:

1. **Organizational and Coaching Skills:**

- **Strategic Planning:** GMs need strong organizational skills to develop and execute
strategic plans for the property, aligning with the overall goals.
- **Team Leadership:** Effective coaching and leadership skills are crucial for guiding and
developing the property management team to achieve optimal performance.
- **Workflow Optimization:** The ability to organize workflows and delegate responsibilities
efficiently contributes to the overall operational success of the hotel.

2. **Analytical and Financial Analysis Skills:**

- **Data Analysis:** GMs utilize analytical skills to interpret data, performance metrics, and
financial reports, allowing them to make informed decisions.
- **Budget Management:** Financial analysis skills are essential for overseeing budgetary
processes, controlling expenses, and optimizing revenue streams.
- **Performance Metrics:** Competence in analyzing key performance indicators (KPIs) helps
GMs gauge the effectiveness of strategies and make adjustments as needed.

3. **Ability to Anticipate Guest Needs:**

- **Customer Focus:** Successful GMs possess an acute awareness of guest expectations and
trends in the hospitality industry.
- **Service Innovation:** Anticipating guest needs allows GMs to introduce innovative
services, amenities, and experiences that enhance guest satisfaction.
- **Adaptability:** The ability to adapt quickly to changing guest preferences and market
dynamics is crucial in meeting and exceeding guest expectations.
4. **Competitive Spirit and High Attention to Detail:**
- **Market Awareness:** A competitive spirit drives GMs to stay informed about market
trends, competitor strategies, and industry best practices.
- **Strategic Positioning:** Attention to detail enables GMs to fine-tune strategies, ensuring
the hotel's competitive positioning in the market.
- **Continuous Improvement:** A competitive spirit motivates GMs to continuously seek
opportunities for improvement, both in service delivery and operational efficiency.

These talents collectively contribute to the effectiveness of a GM in managing a hotel

successfully. The dynamic nature of the hospitality industry requires GMs to balance strategic
thinking, operational excellence, and a customer-centric approach to ensure the overall success
and profitability of the property.

Slide-15

**GM Responsibilities: Standards Modeling**

In the realm of property management, the General Manager (GM) plays a critical role in setting
and modeling high standards for both personal behavior and the operation of the hotel. Here's
an exploration of GM responsibilities related to standards modeling:

1. **Setting Ethical Standards:**

- **High Personal Standards:** GMs are responsible for upholding a high standard of ethical
behavior both personally and within the hotel's operations.
- **Code of Conduct:** Establishing and communicating a clear code of conduct for all staff
members, emphasizing integrity, honesty, and ethical decision-making.

2. **Exemplifying Ethical Behavior:**

- **Leading by Example:** GMs serve as role models by consistently demonstrating ethical
behavior in their interactions with staff, guests, and stakeholders.
- **Transparency:** Practicing transparency in decision-making processes, ensuring that
ethical considerations are prioritized in all aspects of hotel management.

3. **Maintaining an Even Temperament:**

- **Staying Calm under Pressure:** GMs are often faced with challenging situations.
Maintaining an even temperament helps create a positive and stable work environment.
- **Conflict Resolution:** Demonstrating effective conflict resolution skills, promoting a
culture of open communication, and addressing issues in a calm and constructive manner.

4. **Commitment to Guest Service:**

- **Guest-Centric Culture:** GMs instill a deep commitment to guest service within the entire
hotel staff, emphasizing the importance of exceeding guest expectations.
- **Hands-On Guest Interaction:** GMs actively engage with guests, seeking feedback, and
ensuring that the highest standards of service are consistently met.
5. **Quality Assurance:**
- **Monitoring Service Quality:** GMs regularly monitor service quality through guest
feedback, reviews, and direct observation of hotel operations.
- **Continuous Improvement:** Using feedback and evaluations to identify areas for
improvement, implementing strategies to enhance service quality, and fostering a culture of
continuous improvement.

6. **Training and Development:**

- **Staff Training:** Providing ongoing training to staff on ethical standards, service
excellence, and the values that define the hotel's brand.
- **Professional Development:** Supporting the professional development of staff, ensuring
that team members are equipped with the skills and knowledge to uphold high standards.

7. **Crisis Management:**
- **Adapting Ethical Principles in Crisis:** During challenging times, such as crises or
emergencies, GMs apply ethical principles to guide decision-making and maintain a focus on
guest well-being.
- **Communicating Transparently:** Keeping stakeholders informed with transparent and
ethical communication during challenging situations.

8. **Community Engagement:**
- **Community Responsibility:** GMs extend standards modeling beyond the hotel by
engaging in ethical practices within the local community.
- **Corporate Social Responsibility:** Demonstrating a commitment to corporate social
responsibility and sustainability initiatives that align with ethical values.

In summary, GM responsibilities related to standards modeling involve setting and exemplifying

high ethical standards, maintaining an even temperament, and fostering a deep commitment to
guest service. Through consistent leadership and modeling, GMs contribute to creating a
positive organizational culture and ensuring the hotel's reputation for excellence.

Slide-16

**GM Responsibilities: Brand Affiliation**

In the context of hotel management and brand affiliation, General Managers (GMs) are tasked
with various responsibilities to ensure the property aligns with and benefits from the brand's
standards and programs. Here's an exploration of GM responsibilities related to brand
affiliation:

1. **Continually Monitor Operational Standards:**

 - **Adherence to Brand Standards:** GMs are responsible for ensuring that the hotel
consistently adheres to the operational standards set by the brand. This includes everything
from service quality to physical appearance and guest experience.
- **Quality Assurance:** Regularly monitoring and assessing the hotel's operations to ensure
compliance with brand standards, conducting internal audits, and addressing any deviations.

2. **Communicate with Franchise about Marketing and Sales Programs:**

- **Franchise Relationship Management:** Establishing and maintaining effective
communication channels with the brand's franchise representatives. This involves participating
in regular meetings, conference calls, and updates.
- **Marketing Collaboration:** Collaborating with the brand's marketing and sales teams to
leverage and implement marketing programs effectively. This may include participating in
brand-wide campaigns and promotions.
- **Feedback and Reporting:** Providing feedback to the brand on the effectiveness of
marketing and sales programs at the property level. Reporting on performance metrics and
participating in discussions about strategies for improvement.

3. **Improve Profitability by Using Brand Services and Programs:**

- **Utilizing Brand Resources:** GMs are responsible for leveraging the services and programs
offered by the brand to enhance profitability. This may include adopting reservation systems,
loyalty programs, and revenue management tools provided by the brand.
- **Cost-Benefit Analysis:** Assessing the cost-effectiveness and benefits of various brand
services and programs, making informed decisions on their implementation.
- **Revenue Enhancement:** Identifying opportunities to increase revenue by capitalizing on
brand-affiliated services, such as partnerships, distribution channels, and cross-promotions.

4. **Brand Representation and Identity:**

- **Brand Ambassadorship:** Acting as a brand ambassador, GMs represent the brand
identity and values within the property and the local community.
- **Maintaining Brand Consistency:** Ensuring that the property's branding, including
signage, marketing materials, and communication, aligns with the brand's overall image and
standards.

5. **Training and Development:**

- **Brand Training Programs:** Facilitating training programs for staff to ensure they are well-
versed in the brand's service standards, values, and culture.
- **Continuous Learning:** Keeping the team informed about updates, new initiatives, and
changes introduced by the brand, fostering a culture of continuous learning and improvement.

6. **Feedback and Collaboration:**

- **Two-Way Communication:** Establishing a two-way communication channel with the
brand, providing feedback on guest preferences, market trends, and local insights.
 - **Collaborative Decision-Making:** Participating in collaborative decision-making processes
with the brand, offering insights on local market dynamics that can influence the
implementation of brand strategies.

In summary, GM responsibilities related to brand affiliation encompass maintaining operational

standards, effective communication with the brand, utilizing brand services for profitability,
representing the brand identity, and fostering a collaborative and mutually beneficial
relationship between the property and the brand. These efforts contribute to the success and
sustainability of both the individual hotel and the overarching brand.

Slide-17
**GM Responsibilities: Brand Affiliation Management**

In the context of hotel management and brand affiliation, General Managers (GMs) play a
crucial role in overseeing various aspects to ensure the property aligns with and upholds the
standards set by the brand. Here's an exploration of GM responsibilities related to brand
affiliation management, with a focus on QA (Quality Assurance) scores:

1. **Monitoring QA Scores:**
- **Annual Inspections:** Overseeing and preparing for annual inspections conducted by the
franchise company to assess the hotel's compliance with brand standards.
- **Quality Assurance Program:** Implementing and maintaining a robust quality assurance
program that aligns with the brand's inspection criteria.
- **Continuous Improvement:** Using QA scores as a benchmark for continuous
improvement, identifying areas for enhancement, and implementing corrective measures.

2. **Ensuring Brand Standards:**

- **Comprehensive Compliance:** Taking proactive measures to ensure the property meets
all aspects of brand standards, including service quality, cleanliness, amenities, and overall guest
experience.
- **Staff Training:** Conducting regular training sessions for staff to reinforce and maintain
brand standards. Addressing any gaps or deficiencies identified through QA inspections.

3. **Communication with Franchise Company:**

- **Open Communication:** Maintaining open and transparent communication with the
franchise company regarding the hotel's efforts to adhere to brand standards.
- **Feedback Mechanism:** Establishing a feedback mechanism to provide the franchise with
insights into challenges, successes, and areas where additional support may be needed.

4. **Implementing Brand Initiatives:**

- **Rolling Out New Programs:** Collaborating with the brand to successfully implement new
initiatives, programs, or updates introduced by the franchise company.
- **Effective Implementation:** Ensuring that brand-affiliated services and programs are
effectively integrated into the hotel's operations for optimal results.
5. **Problem Resolution:**
- **Addressing QA Findings:** Addressing any findings or discrepancies identified during QA
inspections promptly and effectively.
- **Root Cause Analysis:** Conducting root cause analysis to understand the reasons behind
any deviations from brand standards and implementing preventive measures.

6. **Talent Development:**
- **Identifying Training Needs:** Identifying training needs based on QA inspections and
working to address any skill gaps within the team.
- **Performance Improvement Plans:** Implementing performance improvement plans as
needed to elevate the skills and capabilities of the staff.

**GMs Talents:**
- **Well-Developed Interpersonal Skills:** Utilizing interpersonal skills to build strong
relationships with franchise representatives, staff, and guests, fostering a positive and
collaborative environment.
- **Persuasive Ability:** Using persuasive skills to influence and motivate the team to
embrace brand standards and initiatives.
- **Listening Skills:** Demonstrating active listening skills to understand feedback from
franchise representatives, staff, and guests, incorporating valuable insights into decision-making.
- **Effective Writing Ability:** Employing effective writing skills to communicate clearly with
the franchise company, preparing reports, and documenting action plans based on QA findings.

In summary, GM responsibilities in brand affiliation management involve diligent monitoring of

QA scores, ensuring brand standards are met, effective communication with the franchise
company, implementing brand initiatives, resolving issues promptly, developing talent, and
leveraging talents such as interpersonal, persuasive, listening, and writing skills to support these
efforts. This comprehensive approach contributes to the successful alignment of the property
with the brand and the attainment of high QA scores.

Slide-18
**GM Responsibilities: Community Relations**

In the role of a General Manager (GM) in the hospitality industry, community relations are a
vital aspect of fostering positive relationships with the local community. Here's an exploration of
GM responsibilities related to community relations, with a focus on opportunities to assist the
local community:

1. **Attract New Businesses:**

- **Networking and Relationship Building:** Actively engaging with local businesses,
chambers of commerce, and business associations to build strong relationships.
 - **Promotional Collaborations:** Exploring opportunities for collaboration with local
businesses, such as offering special packages or hosting joint promotional events to attract new
businesses to the area.

2. **Expand Tourism Opportunities:**

- **Destination Marketing:** Collaborating with local tourism boards and organizations to
promote the destination and highlight unique attractions.
- **Tourism Packages:** Creating attractive tourism packages that showcase the local area's
offerings, encouraging visitors to explore the community.

3. **Provide Input Regarding Local Business Community Needs:**

- **Participation in Community Forums:** Actively participating in community forums, town
hall meetings, or local business associations to understand and contribute to discussions about
the needs of the local business community.
- **Advocacy:** Serving as an advocate for the hotel and the broader community,
representing the interests of local businesses in relevant discussions.

4. **Hold Charity Events and Fundraisers at the Hotel:**

- **Community Engagement Events:** Organizing and hosting charity events, fundraisers, or
community engagement activities at the hotel to support local causes.
- **Partnerships with Nonprofits:** Establishing partnerships with local nonprofit
organizations to coordinate events that benefit the community.

**GM Responsibilities:**
- **Strategic Planning:** Developing a strategic community relations plan aligned with the
hotel's objectives and the needs of the local community.
- **Public Relations:** Implementing public relations initiatives to enhance the hotel's image
and reputation within the local community.
- **Brand Representation:** Acting as a representative of the hotel in community events,
demonstrating the property's commitment to being an integral part of the local fabric.

5. **Community Outreach:**
- **Local Sponsorships:** Identifying opportunities for the hotel to sponsor local events,
sports teams, or cultural activities to enhance visibility and support community initiatives.
- **Education and Training:** Offering educational and training sessions at the hotel for
community members, contributing to the development of local skills and knowledge.

6. **Collaboration with Local Authorities:**

- **Engagement with Local Government:** Establishing relationships with local government
officials and authorities to stay informed about community development plans and initiatives.
- **Contributing to Urban Planning:** Providing input on urban planning and development
projects that may impact the local community positively.

7. **Environmental Stewardship:**
 - **Sustainability Initiatives:** Implementing environmentally friendly practices within the
hotel and supporting local sustainability initiatives that contribute to the community's well-
being.

8. **Crisis Response and Support:**

- **Community Support during Crises:** Providing support to the local community during
times of crisis, such as natural disasters or emergencies.

In summary, GM responsibilities in community relations involve actively engaging with the local
community, contributing to its development, and establishing the hotel as a responsible and
supportive member of the community. Through strategic initiatives, partnerships, and active
participation, the GM can play a pivotal role in enhancing the hotel's relationship with the local
community.

Slide-19
**GM Responsibilities: Community Relations**

In the realm of community relations, General Managers (GMs) with specific talents can play a
crucial role in building positive relationships with the local community. Here's an exploration of
GM responsibilities related to community relations, with a focus on talents such as an outgoing
personality, well-developed social skills, and effective public speaking and presentation skills:

1. **Outgoing Personality:**
- **Networking and Relationship Building:** Leveraging an outgoing personality to actively
engage with local community members, business leaders, and stakeholders.
- **Event Attendance:** Attending local events, gatherings, and community meetings to
establish a visible and approachable presence on behalf of the hotel.

2. **Well-Developed Social Skills:**

- **Effective Communication:** Utilizing well-developed social skills to communicate
effectively with a diverse range of community members, including residents, business owners,
and local authorities.
- **Cultural Sensitivity:** Demonstrating cultural sensitivity and adaptability in interactions to
build positive and inclusive relationships.

3. **Effective Public Speaking & Presentation Skills:**

- **Community Presentations:** Delivering engaging and informative presentations about the
hotel's contributions, initiatives, and plans for community involvement.
- **Public Speaking Engagements:** Participating as a speaker in local forums, events, or
workshops to share insights and perspectives on relevant topics.

**GM Responsibilities:**
- **Community Engagement Strategy:** Developing a community engagement strategy that
aligns with the hotel's mission and values.
 - **Event Planning:** Organizing and participating in community events hosted by the hotel,
fostering connections and promoting a positive image.
- **Media Relations:** Building positive relationships with local media outlets to enhance the
hotel's visibility within the community.

4. **Collaborative Initiatives:**
- **Partnership Building:** Collaborating with local businesses, organizations, and nonprofits
to initiate joint projects or programs that benefit the community.
- **Supporting Local Initiatives:** Actively supporting and participating in initiatives led by
local groups that align with the hotel's values.

5. **Advocacy and Representation:**

- **Community Advocate:** Serving as an advocate for the local community within the hotel,
ensuring that community interests are considered in decision-making processes.
- **Representing the Hotel:** Attending community meetings and events to represent the
hotel and address any concerns or questions from community members.

6. **Crisis Response and Support:**

- **Community Support during Crises:** Utilizing effective communication skills to provide
reassurance and support to the community during times of crisis.
- **Collaborating with Local Authorities:** Collaborating with local authorities to contribute to
community resilience and recovery efforts.

7. **Environmental Stewardship:**
- **Sustainability Communication:** Effectively communicating the hotel's commitment to
sustainability and environmental stewardship within the community.
- **Education and Awareness:** Engaging with the community to raise awareness about
sustainable practices and encouraging participation in eco-friendly initiatives.

In summary, GM responsibilities in community relations involve leveraging talents such as an

outgoing personality, well-developed social skills, and effective public speaking to actively
engage with the local community. By fostering positive relationships, advocating for community
needs, and contributing to collaborative initiatives, GMs can enhance the hotel's reputation and
strengthen its ties with the broader community.

Slide-20-23 read

Slide-24
**GM Skills Development: On-Property Training**

In the realm of hotel management, on-property training (OJT) is a crucial component of skills
development for both current employees and, specifically, for General Managers (GMs). Here's
an exploration of GM responsibilities in on-property training, along with trends and focuses on
OJT:
1. **Definition of OJT:**
- **Enhancing Current Employee Skills:** OJT refers to learning activities designed to enhance
the skills of current employees within the hotel.
- **Management-Initiated:** These training programs are initiated and offered by hotel
management to improve guest service and overall employee performance.
- **No Charge to Employees:** Generally, employees do not incur charges for participating in
on-property training programs.

2. **GM Responsibilities in On-Property Training:**

- **Identifying Training Needs:** GMs are responsible for identifying the training needs of the
hotel staff, including department heads and other team members.
- **Curating Relevant Training Content:** Collaborating with relevant departments to curate
or develop training content that aligns with the hotel's service standards and operational
requirements.
- **Ensuring Implementation:** Overseeing the implementation of on-property training
programs to ensure they are effectively carried out at various levels within the organization.
- **Measuring Training Effectiveness:** Implementing mechanisms to measure the
effectiveness of training programs and adjusting content or delivery methods as needed.

3. **OJT Trends/Focuses for Hotel GMs:**

- **Impact of Advancing Technology:**
- **Technology Integration Training:** With the continuous evolution of technology, GMs
focus on OJT programs that equip staff with the skills needed to effectively use and leverage
technological advancements in hotel operations.
- **Cybersecurity Training:** Addressing the importance of cybersecurity awareness and
best practices to protect guest information and ensure secure transactions.

- **Impact of a Changing Workforce:**

- **Diversity and Inclusion Training:** Recognizing the changing demographics of the
workforce, GMs prioritize OJT programs focused on fostering diversity and inclusion within the
hotel.
- **Generational Sensitivity Training:** Acknowledging the presence of a multigenerational
workforce, GMs implement training that promotes understanding and collaboration among
different age groups.

- **Service Excellence and Guest Experience:**

- **Personalized Service Training:** Emphasizing the delivery of personalized services to
meet the unique needs and preferences of guests.
- **Empathy and Communication Skills:** Training programs that enhance staff members'
empathy and communication skills to create memorable guest experiences.

- **Sustainability and Environmental Practices:**

 - **Green Practices Training:** Addressing the growing importance of sustainability, GMs
focus on OJT programs that educate staff about environmentally friendly practices within the
hotel.
- **Community Engagement for Sustainability:** Training programs that encourage staff to
engage with the local community for sustainable initiatives.

- **Crisis Preparedness and Emergency Response:**

- **Emergency Response Training:** Given the importance of preparedness, GMs prioritize
OJT programs that train staff in emergency response procedures and crisis management.
- **Health and Safety Protocols:** Training programs related to health and safety protocols,
especially considering evolving circumstances such as pandemics.

In summary, GMs play a pivotal role in the design, implementation, and evaluation of on-
property training programs. These programs not only enhance the skills of current employees
but also address evolving trends, ensuring that the workforce is well-equipped to meet the
challenges and opportunities within the hotel industry.

Slide-25, 26, 27- read

Slide-28
**GM Job Descriptions: Investor Relations**

The role of a General Manager (GM) in the hospitality industry involves multifaceted
responsibilities, and investor relations is a crucial aspect that directly impacts the financial
performance and overall success of the property. Here's an elaboration on the GM job
description with a focus on investor relations:

1. **P&L Variance Reports:**

- **Timely Reporting:** Submitting Profit and Loss (P&L) variance reports in a timely manner
to keep investors informed about the financial performance of the property.
- **Analysis and Insights:** Conducting thorough analyses of P&L variances and providing
insights into the factors influencing financial outcomes.

2. **Financial and Operational Performance:**

- **Maximizing Performance:** Generating maximum financial and operational performance
by implementing strategies that align with the corporation's guidelines.
- **Efficiency and Effectiveness:** Ensuring that operational processes are efficient, effective,
and contribute to the overall profitability of the hotel.

3. **Alignment with Ownership Instructions:**

- **Ownership Directives:** Emphasizing on managing the property per the specific
instructions of ownership, aligning day-to-day operations with the overarching goals and
directives set by investors.
 - **Regular Communication:** Maintaining open lines of communication with ownership to
ensure a clear understanding of their expectations and to provide regular updates on the
property's performance.

4. **Financial Management:**
- **Budgeting and Forecasting:** Collaborating with relevant departments to develop and
manage budgets, ensuring financial goals are in line with ownership expectations.
- **Cost Control:** Implementing effective cost control measures to optimize financial
resources and enhance profitability.

5. **Investor Meetings and Updates:**

- **Regular Meetings:** Conducting regular meetings with investors to provide updates on
the property's performance, discuss strategic initiatives, and address any concerns.
- **Transparency:** Promoting transparency in financial matters and operational decisions to
build trust and confidence with investors.

6. **Risk Management:**
- **Identifying and Mitigating Risks:** Proactively identifying potential risks to the property's
financial health and implementing risk mitigation strategies in collaboration with ownership.
- **Compliance:** Ensuring that the property operates in compliance with relevant financial
regulations and industry standards.

7. **Strategic Planning:**
- **Long-Term Vision:** Contributing to the development and execution of long-term strategic
plans that align with the goals and vision of ownership.
- **Adaptation to Market Changes:** Monitoring market trends and recommending strategic
adjustments to remain competitive and meet investor expectations.

8. **Performance Metrics:**
- **Key Performance Indicators (KPIs):** Establishing and tracking key performance indicators
to measure the success of financial and operational initiatives.
- **Regular Reporting:** Providing regular and comprehensive reports to investors that
highlight key metrics and demonstrate progress toward established goals.

In summary, a GM's job description in the context of investor relations involves not only
financial management and reporting but also strategic alignment with ownership, effective
communication, and proactive risk management. By focusing on these aspects, a GM
contributes to the overall success and financial well-being of the hotel property.

Slide-29
**GM Job Descriptions: Executive Committee Facilitation**

In the hospitality industry, a General Manager (GM) plays a critical role in facilitating the
Executive Committee (EOC), which consists of department heads and key management team
members. Here's an elaboration on the GM job description with a focus on executive committee
facilitation:

1. **Team Building and Management:**

- **Hiring:** Take a lead role in the recruitment and selection of qualified candidates for
management positions within the hotel.
- **Training:** Develop comprehensive training programs to ensure that management team
members are well-equipped with the necessary skills and knowledge.
- **Counseling and Motivation:** Provide ongoing guidance, counseling, and motivation to
the management team, fostering a positive and high-performance work environment.

2. **Development of Management Team:**

- **Skill Enhancement:** Identify opportunities for skill enhancement among the
management team and implement training initiatives to address specific needs.
- **Succession Planning:** Implement succession planning strategies to ensure a pipeline of
qualified individuals who can step into leadership roles when needed.

3. **Team Alignment with Hotel Goals:**

- **Goal Setting:** Collaborate with the executive committee to set clear and achievable goals
aligned with the overall objectives of the hotel.
- **Performance Expectations:** Communicate performance expectations to the
management team, ensuring a shared understanding of priorities and objectives.

4. **Emphasis on EOC Team Development:**

- **EOC Team Dynamics:** Foster a collaborative and cohesive environment within the
Executive Operating Committee (EOC) to ensure effective teamwork and communication.
- **Conflict Resolution:** Address any conflicts or challenges within the EOC promptly and
implement strategies to resolve issues and maintain a positive working relationship.

5. **Strategic Leadership:**
- **Strategic Planning:** Lead the EOC in the development and execution of strategic plans
that contribute to the overall success of the hotel.
- **Innovation:** Encourage innovative thinking and creativity within the EOC to adapt to
market changes and continuously improve hotel operations.

6. **Communication and Collaboration:**

- **Effective Communication:** Establish and maintain open lines of communication within
the EOC and across different departments.
- **Collaboration:** Encourage collaboration and cross-functional teamwork to enhance the
overall guest experience and achieve organizational goals.

7. **Performance Management:**
- **Performance Reviews:** Conduct regular performance reviews for management team
members, providing constructive feedback and identifying areas for improvement.
 - **Recognition and Rewards:** Recognize and reward exceptional performance within the
EOC to motivate and retain top talent.

8. **Budget Oversight:**
- **Budget Planning:** Work closely with the EOC in the development of departmental
budgets, ensuring alignment with overall financial goals.
- **Financial Accountability:** Hold the EOC accountable for financial performance and
implement measures to achieve budgetary targets.

9. **Adherence to Policies and Standards:**

- **Policy Implementation:** Ensure that all departments under the EOC adhere to
established policies, procedures, and brand standards.
- **Quality Assurance:** Implement quality assurance measures to maintain high standards of
service and guest satisfaction.

In summary, the GM's role in executive committee facilitation involves strategic leadership,
team development, effective communication, and a commitment to achieving the hotel's goals.
By fostering a collaborative and high-performance EOC, the GM contributes to the overall
success and excellence of the hotel.

Slide-30
**GM Job Descriptions: Property Management**

A General Manager (GM) in the hospitality industry is responsible for overseeing various aspects
of property management, including guest safety, revenue optimization, and the overall quality
of sales and service efforts. Here's an elaboration on the GM job description with a focus on
property management:

1. **Safety and Security Programs:**

- **Program Implementation:** Ensure the effective implementation of guest and property
safety and security programs, including documented procedures.
- **Compliance:** Ensure that the property adheres to safety and security regulations and
standards, creating a secure environment for guests and staff.

2. **Revenue Optimization:**
- **Leadership in Revenue Efforts:** Take the lead in driving the revenue effort of the entire
property, with a primary focus on increasing market share and optimizing revenues.
- **Pricing Strategies:** Collaborate with revenue management teams to implement pricing
strategies that maximize revenue while remaining competitive in the market.

3. **Quality Sales and Service:**

- **Sales Management:** Oversee the management of sales efforts, ensuring a focus on
quality and effective strategies to optimize revenue.
 - **Service Excellence:** Foster a culture of service excellence, emphasizing quality in guest
interactions and experiences to drive repeat business and positive reviews.

4. **Market Share Growth:**

- **Market Analysis:** Conduct regular market analysis to identify opportunities for market
share growth and develop strategies to capitalize on market trends.
- **Competitor Analysis:** Stay informed about competitor activities and market dynamics to
position the property competitively.

5. **Guest Satisfaction:**
- **Guest Feedback:** Implement systems to gather and analyze guest feedback, addressing
areas of improvement and ensuring overall guest satisfaction.
- **Service Training:** Develop and implement training programs for staff to enhance service
quality and meet guest expectations.

6. **Collaboration with Departments:**

- **Cross-Functional Collaboration:** Foster collaboration among different departments to
ensure a seamless and coordinated effort in providing excellent service and optimizing
revenues.
- **Interdepartmental Communication:** Establish effective communication channels
between departments to address operational needs and enhance guest experiences.

7. **Quality Assurance:**
- **Standards Adherence:** Ensure that the property adheres to established quality
standards, both in terms of service delivery and physical property maintenance.
- **Quality Control:** Implement quality control measures to continuously monitor and
improve the overall quality of services.

8. **Budget Management:**
- **Budget Development:** Collaborate in the development of departmental budgets,
aligning financial goals with revenue optimization strategies.
- **Expense Control:** Implement measures to control expenses while maintaining service
quality, contributing to overall profitability.

9. **Strategic Planning:**
- **Strategic Vision:** Develop and execute strategic plans for the property, aligning
operational activities with long-term goals and objectives.
- **Innovation:** Encourage innovation in service delivery and operational processes to stay
ahead of industry trends.

10. **Brand Representation:**

- **Brand Standards:** Represent the brand effectively by ensuring that the property meets
and exceeds brand standards in all aspects of operation.
 - **Brand Loyalty:** Implement initiatives that contribute to building brand loyalty and
positive brand perception.

In summary, the GM's role in property management encompasses a wide range of

responsibilities, from ensuring safety and security to driving revenue optimization and
maintaining high service quality standards. By taking a strategic approach and fostering a
culture of excellence, the GM contributes to the overall success and reputation of the property.

Slide-31
**GM Job Descriptions: Standards Modeling**

In the realm of hospitality, a General Manager (GM) is not only responsible for the operational
success of the property but also for setting the tone when it comes to standards of personal and
professional conduct. Here's an elaboration on the GM job description with a focus on
standards modeling:

1. **Personal Appearance:**
- **Neatness:** Exemplify a high level of personal neatness, ensuring that personal grooming
and attire align with the standards of professionalism and cleanliness.
- **Courtesy and Personality:** Demonstrate courteous behavior with a pleasing personality,
setting an example for the entire team and creating a positive impression on guests.

2. **Professional Image:**
- **Organization's Image:** Act as a representative of the organization, maintaining and
supporting its professional image in all interactions with guests, staff, and stakeholders.
- **Adherence to Brand Standards:** Ensure alignment with brand standards in terms of
appearance, behavior, and communication, reinforcing a consistent and positive brand image.

3. **Ethical Conduct:**
- **High Ethics:** Uphold and promote high ethical standards within the organization,
adhering to principles of honesty, integrity, and fairness.
- **Compliance:** Ensure that all actions, decisions, and policies align with legal and ethical
guidelines, fostering a culture of transparency and trust.

4. **Professional Standards:**
- **Continuous Improvement:** Encourage and support a culture of continuous
improvement, where personal and professional standards are regularly reviewed and enhanced.
- **Professional Development:** Demonstrate a commitment to ongoing professional
development, setting an example for the team in staying abreast of industry trends and best
practices.

5. **Communication Excellence:**
- **Effective Communication:** Model effective communication skills, ensuring clarity,
respect, and professionalism in all communication channels.
 - **Positive Interaction:** Foster positive interactions with both internal and external
stakeholders, creating an environment where open communication is valued.

6. **Team Collaboration:**
- **Collaborative Approach:** Collaborate effectively with team members, promoting a sense
of unity and teamwork.
- **Conflict Resolution:** Model effective conflict resolution skills, addressing challenges with
a constructive and solution-oriented approach.

7. **Guest-Centric Approach:**
- **Service Excellence:** Demonstrate a commitment to service excellence, emphasizing the
importance of guest satisfaction in every aspect of the operation.
- **Empathy and Understanding:** Model empathetic and understanding behavior,
encouraging staff to prioritize the needs and preferences of guests.

8. **Crisis Management:**
- **Calm and Composed:** Exhibit a calm and composed demeanor in times of crisis, serving
as a source of stability and leadership for the team.
- **Decision-Making:** Model effective decision-making under pressure, considering the best
interests of guests, staff, and the organization.

9. **Diversity and Inclusion:**

- **Inclusive Environment:** Foster an inclusive and diverse work environment,
demonstrating respect for individuals of different backgrounds, cultures, and perspectives.
- **Fair Treatment:** Ensure fair and unbiased treatment of all team members, promoting a
workplace free of discrimination.

10. **Adaptability and Innovation:**

- **Adaptability:** Model adaptability to change, embracing innovation and encouraging a
mindset of continuous improvement.
- **Creativity:** Encourage creative thinking and problem-solving, inspiring the team to
explore new ideas and approaches.

In summary, the GM's role in standards modeling goes beyond operational efficiency to
encompass personal and professional conduct. By embodying the values of the organization,
promoting ethical behavior, and fostering a positive work culture, the GM contributes
significantly to the overall success and reputation of the property.

Slide-32
**GM Job Descriptions: Brand Affiliation Management**

In the hospitality industry, a General Manager (GM) is often tasked with managing the property
in alignment with the standards and expectations of a specific brand or franchise. Here's an
elaboration on the GM job description with a focus on brand affiliation management:
1. **Quality Assurance:**
- **Room Inspection:** Conduct regular inspections of rooms to ensure compliance with
franchise brand quality standards for cleanliness and preventive maintenance.
- **Quality Control:** Implement measures to maintain and enhance the overall quality of
guest rooms and common areas, aligning with brand expectations.

2. **Brand Loyalty:**
- **Operational Consistency:** Operate the property in a manner consistent with franchise
brand standards, fostering brand loyalty among guests.
- **Brand Identity:** Uphold and reinforce the identity of the brand in every aspect of the
property's operations, from service delivery to overall guest experience.

3. **Experience and Expertise:**

- **GM Experience:** Possess a track record of serving as a General Manager for two or more
years at a like-sized and like-branded property.
- **Brand Knowledge:** Demonstrate in-depth knowledge of the brand's values, service
standards, and operational requirements.

4. **Franchise Relationship Management:**

- **Communication:** Maintain open and effective communication with the franchise or
brand representatives, ensuring alignment with brand initiatives and updates.
- **Franchise Support:** Collaborate with the franchise to seek support, guidance, and
resources that contribute to the success of the property.

5. **Training and Development:**

- **Staff Training:** Ensure that all staff members are trained in accordance with brand
standards, including customer service, operational procedures, and safety protocols.
- **Continuous Learning:** Stay informed about updates and changes in brand standards,
facilitating ongoing training to keep the team aligned with brand expectations.

6. **Brand Compliance:**
- **Documentation:** Maintain accurate documentation to demonstrate compliance with
franchise brand standards, including records of inspections, training sessions, and operational
audits.
- **Audits and Assessments:** Prepare for and participate in brand audits and assessments,
addressing any areas of improvement identified.

7. **Innovation and Improvement:**

- **Continuous Improvement:** Implement strategies for continuous improvement, seeking
innovative ways to enhance guest experiences while staying within the framework of brand
guidelines.
- **Feedback Loop:** Establish a feedback loop with the brand, sharing insights and
suggestions for improvement while leveraging brand resources for the property's benefit.
8. **Guest Satisfaction:**
- **Brand-Centric Guest Experience:** Ensure that guest experiences align with the brand's
vision and standards, contributing to high levels of guest satisfaction and positive reviews.
- **Issue Resolution:** Address any guest concerns or issues promptly and in a manner
consistent with brand service recovery guidelines.

9. **Adherence to Brand Values:**

- **Cultural Alignment:** Foster a work culture that aligns with the values and culture of the
brand, promoting a shared commitment to excellence and guest satisfaction.
- **Brand Ambassadorship:** Act as a brand ambassador, both internally and externally,
promoting the positive attributes and unique selling points of the brand.

10. **Financial Management:**

- **Budget Alignment:** Develop and manage budgets in alignment with the financial
expectations and guidelines set by the brand.
- **Financial Reporting:** Provide accurate and timely financial reporting to the brand,
demonstrating financial responsibility and adherence to financial standards.

In summary, the GM's role in brand affiliation management involves meticulous adherence to
brand standards, proactive collaboration with the franchise, and a commitment to delivering a
guest experience that reflects the values and identity of the brand. This ensures not only
operational success but also the sustained reputation and loyalty associated with the brand.

Slide-33
**GM Job Descriptions: Community Relations**

In the realm of hospitality management, a General Manager (GM) is not only responsible for
overseeing the day-to-day operations of the hotel but also for fostering positive relationships
within the local community and industry. Here's an elaboration on the GM job description with
a focus on community relations:

1. **Active Presence:**
- **Visibility:** Maintain an active and visible position within the local community, ensuring
that the hotel is actively engaged in community events and activities.
- **Networking:** Attend local events, conferences, and gatherings to establish and
strengthen connections with key individuals and organizations.

2. **Brand Representation:**
- **Local and Professional Communities:** Represent the hotel in both the local and
professional communities, acting as an ambassador for the property.
- **Brand Visibility:** Enhance the property's visibility and reputation by participating in
community events and industry forums.
3. **External Communication:**
- **Representing the Hotel:** Act as the primary representative of the hotel when interacting
with external communities, conveying the property's values, mission, and contributions.
- **Public Relations:** Implement effective public relations strategies to build a positive image
of the hotel within the local and industry spheres.

4. **Relationship Building:**
- **Local Partnerships:** Establish and nurture relationships with local businesses,
organizations, and influencers to create mutually beneficial partnerships.
- **Industry Connections:** Forge connections within the broader hospitality and tourism
industry, collaborating with other professionals to share insights and best practices.

5. **Community Engagement:**
- **Sponsorships and Events:** Explore opportunities for the hotel to sponsor or participate in
local events, demonstrating a commitment to supporting community initiatives.
- **Community Service:** Encourage and participate in community service and philanthropic
activities, showcasing the hotel's dedication to social responsibility.

6. **Crisis Management:**
- **Community Outreach in Crisis:** In times of crisis or challenges, communicate openly with
the local community, addressing concerns and providing updates on the hotel's response.
- **Community Support:** Offer support to the community during challenging times,
showcasing the hotel as a responsible and caring member of the local area.

7. **Industry Advocacy:**
- **Advocacy for the Industry:** Advocate for the interests of the hospitality industry at the
local level, engaging with relevant associations and authorities.
- **Industry Representation:** Serve as a representative of the hotel in industry-related
forums, contributing to discussions on industry trends and challenges.

8. **Local Economic Impact:**

- **Local Employment:** Highlight the hotel's contribution to local employment and
economic growth, emphasizing the positive impact on the community.
- **Local Sourcing:** Foster relationships with local suppliers and vendors, contributing to the
growth of local businesses.

9. **Communication Channels:**
- **Open Communication:** Maintain open communication channels with community
leaders, residents, and local businesses, addressing concerns and sharing positive
developments.
- **Social Media Presence:** Utilize social media and other communication platforms to
engage with the local community and share updates about the hotel's activities.

10. **Community Feedback:**

 - **Feedback Mechanisms:** Establish mechanisms for gathering feedback from the
community, seeking insights on how the hotel can better serve and integrate with the local
environment.
- **Adaptation:** Use community feedback to adapt and enhance the hotel's offerings and
initiatives to better align with community expectations.

In summary, the GM's role in community relations involves being an active and positive
presence in both the local community and the broader industry. By building strong
relationships, contributing to community well-being, and representing the hotel with integrity,
the GM helps create a positive image for the property within the larger community context.