Module 2

Question 1

What are the many hats that a hotel GM wears?

Answer 1

– Investor Relations
– Executive Committee Facilitation
– Property Management
– Standards Modeling
– Brand Affiliation Management
– Community Relations

Question 1

What are the roles of the hotel general manager

Answer 1

– The leader of the hotel
– The individual responsible for final decision-making
regarding property-specific operating policies and
procedures.
– GMs wear many hats

Question 2

What are some roles of the GM in investor relations?

Answer 2

• GMs’ must have the ability to communicate to
  investors and owners about current performance
  and future needs of their hotel(s)
• To manage owner/investor relations successfully
  – Financial analysis ability
  – Proficiency in written communication
  – Effective public speaking/presentation skills

Question 3

What is an executive operating committee?

Answer 3

– Members of the hotel’s management team (generally
department heads) responsible for departmental
leadership and overall property administration

Question 4

List a hotel’s management team members as well as the key areas of responsibility

Answer 4

• Assistant GM: roles as assigned by the GM
• Controller: accounting for hotel assets and liabilities
• Human resources manager: hotel staffing needs
• Director of Sales and marketing (DOSM): revenue production and hotel promotions
• Front Office Manager (FOM): guest services and sales
• Revenue manager (RM): rooms pricing and rooms inventory allotment
• Executive housekeeper: property cleanliness
• Chief engineer: upkeep of the hotel’s physical facility
• Food and Beverage director: food and beverage production and service
• director of security: guest, employee, and property safety and security

Question 5

define management

Answer 5

the process of planning, organizing, staffing, directing, controlling, and evaluating human, financial, and physical resources for the purpose of achieving organizational goals

Question 6

To manage EOC facilitation successfully, GMs
must exhibit:

Answer 6

– Good listening skills
– An ability to evaluate and implement managerial
training and development programs
– Assistance in professional improvement and growth of
the EOC team

Question 7

Define planning

Answer 7

To establish goals and objectives
-The process of creating goals and objectives and then
designing action plans, strategies, and tactics to
achieve those goals and objectives.

Question 8

Define organizing

Answer 8

To maximize the deployment of resources
- Arranging and deploying resources in a manner that
most efficiently helps achieve an organization’s goals.

Question 9

Define staffing/directing

Answer 9

To provide leadership
- This concept relates to the GM’s recruiting,
motivational, and leadership characteristics

Question 10

define controlling/evaluating

Answer 10

To measure and evaluate results
- This concept relates to measuring and assessing
results.

Question 11

What is the formula for Average Daily Rate (ADR)

Answer 11

total rooms revenue/total number of rooms sold

Question 12

What is the formula for Revenue per Available Room (RevPAR)?

Answer 12

total rooms revenue/total number of rooms available for sale

Question 13

What are some of the GMs talents?

Answer 13

– Organizational and coaching skills
– Analytical and financial analysis skills
– Ability to anticipate guest needs
– Competitive spirit and high attention to detail
– Well-developed interpersonal skills
– Persuasive ability
– Listening skills
– Effective writing ability

Question 14

what are some behaviors a hotel manager should have

Answer 14

– High personal standards of ethical behavior
– Even temperament
– Real commitment to guest service

Question 15

What is a QA (quality assurance/quality inspection score)

Answer 15

– The result of annual inspections conducted by a
franchise company to ensure brand-standards are met.

Question 16

what are some examples of program titles for a GM in lodging?

Answer 16

– Hotel Administration
– Hospitality Business
– Hotel and Restaurant Management
– Hospitality Administration
– Restaurant, Hotel, and Institutional Management
– Hospitality Management
– Tourism Administration
– Culinary Arts

Question 17

two year degree

Answer 17

– For Whom
 For both traditional college students and nontraditional working
students
 Wish to terminate their formal education after several years of
study
 Have a BA, or BS, degree in another subject and wish to gain
knowledge of the hospitality industry
– Benefits
 Highly practical and current
 Practicing professional instructors who may be well-connected
in the community (assisting job placement)

Question 18

Four-Year Degree

Answer 18

For Whom
– Wish to complete a more advanced study
– Seek to learn from a larger number of quality faculty
– Wish for a “more advanced” degree than two-year

Benefits
– Have diverse faculty and quality facilities
– Offer an excellent learning environment

Question 19

Advanced Degrees

Answer 19

– Requirements include:
 Undergraduate degree
 Excellent grades
– Required mastery of subject matter
– The ability to communicate effectively

Question 20

OJT

Answer 20

– Learning activities designed to enhance skills of current
employees
– Offered by management to improve guest service and
employee performance
– Generally no charge to employee for training

OJT trends/focuses for hotel GMs
– Impact of advancing technology
– Impact of a changing workforce

Question 21

Business Associations

Answer 21

Membership benefits/activities
- Business/skills enhancement programs
- Networking opportunities
- Timely publications and seminars
- Providing low- or no-cost training
- Lobbying for business interests and facilitating public-private
employment initiatives
- Updating recent business thoughts and methods

Question 22

Trade Associations

Answer 22

– Serve certification, educational, social, and legislative
needs of their members
– Hold monthly and annual gatherings
– Offer educational seminars/workshops
– Hold trade shows (view new product and service
offerings)
– Trade Publications
– Focuses on industry-related news, trends, and
practices
– Help readers stay updated on current information

Question 23

Investor Relations

Answer 23

– Submit P&L variance reports in a timely manner.
– Generate maximum financial and operational
performance within the framework of the
corporation’s guidelines, specific direction, established
policies, and procedures.
– Emphasis on managing the property per the
instructions of ownership

Question 24

Executive Committee Facilitation

Answer 24

– Hire, train, counsel, and motivate management team members. – Develop and nurture a team of management and line staff members that are directed toward the achievement of the hotel's goals and priorities. – Emphasis on EOC team development.

Question 25

Property Management

Answer 25

– Ensure effective guest and property safety and security programs are in place and are documented. – Lead the revenue effort of the entire property with an emphasis on increasing market share and optimizing revenues. – Manage quality sales and service efforts designed to optimize revenue.

Question 26

Standards Modeling

Answer 26

– Must be neat and courteous with a pleasing personality. – Maintain and support the organization's professional image and high ethics. – Maintain high levels of personal and professional standards.

Question 27

Brand Affiliation Management

Answer 27

– Inspect rooms according to franchise brand quality standards for cleanliness and proper preventive maintenance. – General Manager for two or more years at a like-sized and like-branded property. – Operate in a manner consistent with franchise brand standards.

Question 28

Community Relations

Answer 28

– Maintain an active and visible position in the local community and industry. – Represent the hotel in the local and professional communities. – Represent the property to external communities.

Question 29

What are steps in the onboarding process?

Answer 29

- Recruitment - Selection - Orientation - Introduction

Question 30

Practices to help during the recruitment process

Answer 30

- be truthful - pay attention to the applicant - make introductions if applicable - lay the groundwork - calling and welcoming the new employee - ensure you have all the paperwork, tools, etc. – Answering all questions and concerns – Scheduling regular conversations to clarify expectations, provide feedback, and establish and evaluate goals – Discussing opportunities for the employee to learn new knowledge and skills after becoming successful in their current position

Question 31

What are the 5 basic leadership tactics?

Answer 31

1. decision making 2. delegation 3. communication 4. motivation 5. discipline

Question 32

define programmed and non-programmed decisions

Answer 32

- **programmed:** routine or repetitive decisions made after considering policies, procedures, and rules - **non-programmed:** decisions that occur infrequently and require creativity

Question 33

Examples of off-boarding

Answer 33

– Exit interviews – Finalizing paperwork – Returning hotel property – Ensuring proper benefits are explained

Question 34

Factors Affecting Decisions

Answer 34

– Who is the correct person to make the decision? – How will a decision about a specific issue bring the hotel closer to attaining its objectives and goals? – How will the decision affect guests? – Is there only one acceptable alternative? – Should the decision be based upon objective facts and analysis alone, or alternatively, can some subjective (“common sense”) issues be addressed? – How much time and effort can be spent on the decision? – How does my experience help with decision-making? – Must the decision please everyone? – What, if any, are the ethical aspects related to the decision being made?

Question 35

what are some advantages to team-based decision making

Answer 35

– Considering broad range of information – Generating more creative alternatives – Whole team aware of issues and problems – Higher morale – Easier implementation

Question 36

what are some disadvantages to team-based decision making?

Answer 36

– Possible conflicts – May be forced to “take sides” if alternative opinions are expressed – Domination by staff members with strongest personalities – Time-consuming – Not applicable when fast decisions necessary

Question 37

what are the steps in effective delegation?

Answer 37

* There must be an organizational climate in which delegation can occur. * Specific duties and responsibilities are assigned to an employee. * Sufficient authority is granted so the employee can carry out the assignment. * The supervisor and employee agree on specific results that are expected. * The delegated responsibility is communicated to others to minimize confusion about “who does what.” * The manager establishes a feedback system to measure progress as the assignment is completed.

Question 38

How do GMs benefit from delegation?

Answer 38

- allows them to do most important tasks first - it can train employees so they can grow in their jobs - it allows more work to be accomplished - it improves control

Question 39

what are the steps in progressive discipline?

Answer 39

* Step 1: Oral warning (no entry in employee’s record). * Step 2: Oral warning (with entry in employee’s record). * Step 3: Written reprimand (often from a manager at an organizational level above that of the employee’s immediate supervisor). * Step 4: Suspension for a specified number of days. * Step 5: Discharge from the organization.

Question 40

To be a good team leader, a hotel manager must:

Answer 40

– Maintain high standards and expectations. – Support individual team members and maintain relationships of trust and respect. – Practice participative management and solicit input from team members as goals and objectives are established and as plans to achieve them are implemented. – Demonstrate that their own personal goals should not be placed before the team’s goals. – Share credit for the successes that the team achieves.