GM JOB DESCRIPTION
1、 Directs the total operation of the hotel to maintain established cost and quality standards, attain projected revenue and profit levels, achieve guest satisfaction goals and ensure maintenance and security of hotel physical assets.
2、 Develops/updates the hotel business plan, and monitors financial performance. Administers company policies and local business trends.
3、 Reviews the operation of the hotel Human Resources system to ensure that a work climate is maintained that is consistent with the Mission Statement.
GENERAL
Hotel fire, health and safety procedures.
Company Security Policies and Procedures regard to guests and employees Health and Safety.
PRIMARY RESPONSIBILITIES:
1. Monitors and maintain the Hotel product quality as specified by the Hotel P&P\Standard Operating Procedures.
2. The achievement of customer satisfaction and the presentation of the the Hotel brand quality by defining the areas of primary responsibilities and attention.
3. The product and service quality control responsibilities include, but are not restricted to, the knowledge and use of:-
• The Hotel operating procedures.
• Programs available (MOR) to correct identified deficiencies to ensure product quality.
• The Hotel Standards and local legislation within the guest and non-guest areas of the Hotel.
• Information from the guest questionnaire and in house logs to identify operational problems.
• Physical inspection methods to determine capital Expenditure, repairs and maintenance requirements.
• Staff Uniforms, (Appearance) in order to reflect a positive Hotel logo image.
HUMAN RESOURCES:
To review the operation of the Hotel Human Resource System to ensure that staffs are available and able to deliver the quality of product and service required for the achievement of customer satisfaction.
Monitor and maintain Human Resources System to ensure the development of staff retention, reward of excellent personnel and encouragement of productivity.
The Human Resources responsibilities include, but are not limited to the knowledge and use of:-
• The motivation and support techniques available to help subordinates achieve their departmental targets.
• The efficient organization of work routines for subordinates.
• The planning of training and development of subordinates in order to minimize staff turn-over, reward superior performance and produce a harmonious working environment.
• Training and Development activities for employees influencing the Hotel Sales control of costs and standards.
• Company's appraisal system for:-
Monitoring employees’ performance and development by providing direction and feed back to employees in adhering to service procedures.
• The staff suggestion program and other effective methods of two way communication-management by participation.
• Personnel functions, performance (recruitment selection, salary determination, evaluation and performance counseling).
• Key results areas for the communication of policies and procedures and the monitoring of their implementation.
• Recruitment selection techniques.
• Company Training facilities.
• The company employees, Grievance/Disciplinary procedures.
FINANCE & ACCOUNTING
Develop the Hotel Business Plan and monitor financial system for adherence to the Plan and to the Hotel account policies and procedures. Maintain business control to ensure that all revenues and profits are maximized.
The internal business control responsibilities include, but are not limited to the knowledge and use of:-
• Overall operational and financial goals with regard to the hotel business plan and budget.
• The Hotel Business Plan. in order to respond to changing economic conditions, life style and trend which may effect operational goals.
• Profit engineering to explain budget variances and to plan any necessary corrective action.
• Accounting policies and procedures and the ability to explain methods of implementation.
• Corrective action needed for deficiencies in accounting and control (P&L) in all respective departments.
• The key-result-areas in development of the Hotel business plan.
• Business forecast information - long and short terms.
• Reporting procedures.
• Security policies and procedures in regard to financial transactions. (Lawyer).
• Manpower planning techniques.
• A positive working relationship with the Hotel Owner through open communication, financial reviews and scheduled analysis meetings.
MARKETING AND SALES
Capturing a greater market share by knowing our customers life style (wants & needs) to maximize revenue and profit.
The business promotion and sales responsibilities include, but are not limited to the knowledge and use of:-
• Knowing the latest selling techniques by attending university courses.
• The projection of a positive Hotel image in sales representations and community activities.
• New programs which result in an increased level of guest satisfaction and operational excellence.
• Develop plans which respond to guest needs/demands.
• Competitors facilities and pricing policies to best position the Hotel in the local market.
• Planned local marketing materials and their effectiveness.
To put it simply...
A Hotel Manager must be a diplomat, a democrat, an autocrat, an acrobat and a doormat. He must have the facility to entertain prime ministers, princes of industry, pickpockets, gamblers, bookmakers, pirates, philanthropists, popsies and prudes. He must be on both sides of the political fence, and must be able to jump, or sit on that fence.
He should be, or have been a footballer, golfer, bowler, tennis player, cricketer, dart player, sailor, pigeon fancier, motor racer and linguist as well as have a good knowledge of any other sport involving dice, cards, horse racing and billiards. It is also most useful, as he has sometimes to settle arguments and squabbles, that he should be a qualified boxer, wrestler, weight lifter, sprinter and peacemaker.
He must always look immaculate — when drinking with the ladies and gentlemen mentioned in the first paragraph, as well as bankers, wankers, theatricals, commercial travellers and company representatives even though he has just made peace between any of the two, four, six or more of the aforementioned patrons.
To be successful he must keep the bar full, the house full, the storeroom full, the wine cellar full the customers full and not get full himself. He must have staff who are clean, honest, quick workers, quick thinkers, non-drinkers, mathematicians, technicians and at all times be on the boss\'s side, the customers side and stay on the outside of the bar.
To sum up: He must be outside, inside, offside, glorified, sanctified, crucified, stupefied, cross eyed and if he\'s not the strong silent type there\'s always suicide . .
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