Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. Leadership, budgeting and planning, human resource management, and the ability to put customer service first–do you have the skills it takes to be an effective Hotel General Manager?
Hotel General Managers need to excel at motivating and inspiring employees, while constantly monitoring, evaluating and adjusting all aspects of daily hotel operations. Whether you are working in an independent bed and breakfast or a multinational accommodations corporation, the National Occupational Standards for Hotel General Manager cover all aspects of this challenging and exciting profession. Professional Certification for Hotel General manager leads to the Certified Hotel General Manager (CHGM) designation, Canada's first professional credential for the occupation. Build core skills and future success; emerit will help you learn the skills you need to be a successful Hotel General Manager. Resume Resources: We are glad to offer this free Hotel General Manager resume sample free of charge. Clipping is a handy way to collect and organize the most important slides from a presentation. Implements and maintains effective open-door communication system that crosses departmental lines in order to reach all employees.15. In addition to being present in the hotel lobby area, General Managers must greet guests and observe the appearance and conduct of all hotel employees who routinely interact with the public.
From developing room revenue strategies to monitoring public relations, managing capital projects to creating a guest service culture, effective Hotel General Managers ensure that everything runs smoothly–and generates profit. Purchase your certification now and be among the first to earn this prestigious, Canadian made industry credential.
Review resume writing services, resume professionals, resume examples, resume objectives, resume tips, example resume formats, and helpful resume articles on this comprehensive site. Understands the government regulations affecting hotel’s operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, state or municipal authority.16. Are you entering your monthly DRS th forecast no later than the 20 day of each month?? Guest Comment Scores: Are they above 95%?? Audit: Did you pass your last audit?


We can also help you find CV experts who can develop an amazing curriculum vitae for this industry.
Deals with the general public, customers, employees, union and government officials with tact and courtesy.17. Performs the role of “Standard Bearer”, ensuring that each criteria in Sunburst’s then-current “Sunburst’s Basics” are communicated, understood, achieved and maintained by hotel staff.2. Performs each criteria as contained in Sunburst’s then-current “General Manager’s Standard Operating Procedures” in a satisfactory manner.3. How did your property score in each of these categories?? ResRag: Usable DENIALS are almost always unacceptable.
Performs each criteria as contained in Sunburst’s then-current “General Manager’s Standard of Performance” in a satisfactory manner.4. The employee must be able to see differences in widths and lengths oflines such as those on graphs.
Are you checking and eliminating usable denials?? Capital Projects: Are YOU managing your Capital Projects?? Sales Department Performance: Are you measuring your Sales Department’s performance by NEW REVENUE booked?
Rotate with each sales manager so that every sales manager will have the opportunity to have you present when making their sales calls.
Have you set goals for them?? Employee Development & Performance Evaluations: Do you have action plans in place to help your employees meet their career goals? Monitors the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Carries out supervisory responsibilities in accordancewith the Company’s policies, training programs, and applicable laws.
Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. While all non-crisis communications should be coordinated between the General Manager and your hotel’s Regional Director of Sales, no press releases of any nature whatsoever may be issued to the public or any news or media source without the prior approval of the Chief Executive Officer or the General Counsel.
Develops accurate and aggressive long and short-range financial objectives consistent with the Companys mission statement.8.


Prepares financial reports for management that clearly explain operational effectiveness, trends and variances.9.
Management and employees must be trained in handling guest dissatisfaction and rectifying any environment for dissatisfaction before it is expressed in the form of a formal complaint.
Establishes and maintains a pro-active human resource function to ensure employee motivation, training and development, wage and benefits administration, and compliance with established labor regulations.10. All hotels must have in place a customer service training program in addition to the required Orientation program. A system should be established to ensure the General Manager is immediately informed of all complaints. Executes marketing, sales, and operational activities, producing results that meet or exceed the hotel’s business plan.12. Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.13.
Letters received from guests complaining or complimenting the hotel’s facilities must be answered within 3 days of receipt. Establishes and maintains applicable preventive maintenance programs to protect the physical assets of the hotel. If a complaint investigation should take place, corrective action should be taken to eliminate future reoccurrence. The response should acknowledge the complaint, express concern, and apologize for the inconvenience.



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