What does a General Manager do and his or her responsibilities


Posted on April 1, 2014 by Divan Erasmus

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Are you wondering what a General Manager Does and what his responsibilities are?

What to Expect as a General Manager

If your aim is to become the General Manager of a hotel, it is important that you take the time needed to learnexactly what the functions of that position entail. The general manager of ahotel is responsible for every aspect of the hotel and every person that worksthere or stays there as a guest. He is required to make sure all of thebusiness positions are filled with competent staff and running efficiently. Hemanages the day to day operations of the business office, as well as handlingthe daily or weekly tasks that need to be done.

Some key skills that are required in the general manager positions include:

  • Relating well to all types of people as he will be dealing with staff and customers on a daily basis.
  • Keeping a level head when dealing with people and difficult situations.
  • Human resource responsibilities as he will be responsible for staff.
  • Accounting and financial experience to maintain the budget.
  • Strong marketing experience and background.

This position requires total dedication and commitment to the hotel. The general manager is usually on call 24 hours a day, 7 days a week. He is the first person in the business office in the morning and the last person to leave at night. If anything goes wrong at any time he is ultimately responsible to make sure it is handled by himself or someone else in a managerial position.

The general manager has duties to perform on a daily basis as well as some that are done weekly. Some of those tasks might include:

  • Walking around to each department in the morning to check in with the staff in different departments.
  • Take care of any issues that may have come up while he was out of the office.
  • Perform administrative duties in the office.
  • Work on any marketing projects he has going on.
  • Have a staff meeting with the assistant general director or other staff members.
  • Walk the hotel during the shift change to make sure everything goes well.
  • Stay on call.

The path to the general manager’s position is not set in stone. You will have to learn what the hotel you would like to work at requires and follow that path. Some general managers have business backgrounds while others worked their way up through various other departments. One thing that is required in order to acquire the position is an education. Most GM positions require no less than an undergraduate degree as well as several years of hotel experience. Strong skills in operational management, effective skills as a leader, and a vast knowledge of hotels are all important as well.

In order to gain more knowledge in the hotel business and get yourself on track to become a general manager, it might help you immensely if you seek out a mentor. Most general managers are team oriented and would be willing to help steer you in the right direction. As well as learning the requirements for the position you would be building a rapport and gaining a reference.

General Manager – Jumeirah Dhevanafushi, Maldives

About the Role:

An exciting opportunity has arisen for a highly talented and motivated General Manager to join the Executive team to be overall responsible for managing the commercial and operational strategy & performance of Jumeirah Dhevanafushi.  This role acts as the main host of the property ensuring a unique guest experience is delivered consistently.

Your key responsibilities include:

  • Ensuring all various operations adhere to all Jumeirah Company brand and operational Standards.
  • Ensuring that all Departmental Operations guidelines are in place & maintained / continuously updated as necessary.
  • Leading the design and deployment of the guest experience.
  • Building effective relationships and initiatives to support the local community.
  • Ensuring the resort has a skilled and motivated workforce with necessary skills to deal with any operational emergencies (e.g. Maintenance / Engineering, Health & Safety, Guest complaints etc).
  • Ensuring effective support functions are in place to support Resort operations (Supply chain & Procurement, Engineering, Medical Services, Transport, Facilities Management etc).
  • Ensuring there are relevant legally compliant HR practices in place across the report – including recruitment, training & Development, Performance Management etc.
  • Creating a Yearly Business Plan with the Management Team and stakeholders which is measurable and achievable, monitored and amended at regular intervals.
  • Overall responsibility for managing the resort P/L.
  • Ensuring that all departments Operational Budgets are in place and controlled effectively.
  • Collating and analysing the revenue generation trends of the hotel, in order to identify critical areas for revenue enhancement.
  • Establishing financial reporting mechanisms to comply with Jumeirah standards.
  • Preparing Yearly Sales and Marketing strategy along with the Executive Team and this forms the basis for the coming financial year.
  • Driving sales activity to optimise commercial performance of the resort.

About you:

In order to be considered for the role, you must have at least 3 years Executive/General Manager level experience within the luxury hospitality sector. Previous experience in a remote Island location or similar conditions is essential.

You must have proven experience in resort management and all round hotel operations, be a strong people manager, have solid financial experience, and effective relationship management skills to be able to inspire confidence across multiple stakeholder groups.

It is also essential that you have very strong verbal and written English.  Needs good knowledge of MicroSoft Office and Windows-based computer applications.

How to do the job of a General Manager and his or her responsibilities

Ref – http://careers.jumeirah.com/careers/jumeirahgroup/VacancyDetail.aspx?VacancyID=71957

Hilton Hotels and Resorts Requirements

A General Manager with Hilton Hotels and Resorts is responsible for managing the Hotel Executive team and overall hotel targets to deliver an excellent Guest and Member experience while managing profitability and guest satisfaction measures.

What will it be like to work for this Hilton Brand?

One of the most recognized names in the industry, Hilton Hotels & Resorts offers travelers a world of authentic experiences. The brand continues to be the innovative, forward-thinking global leader of hospitality. With products and services that meet the needs of tomorrow’s savvy global travelers, we shape experiences in which every Guest feels cared for, valued, and respected.

If you understand the importance of upholding a brand is reputation and value the effort it takes to provide a globally recognized hospitality experience, you may be just the person we are looking for to work as a Team Member with Hilton Hotels & Resorts. Because it is with Hilton Hotels & Resorts where we promise an exceptional Guest experience every time.

What will I be doing?
As a General Manager, you are responsible for managing the Hotel Executive team and overall hotel targets to deliver an excellent Guest and Member experience. A General Manager would also be required to manage profitability and guest satisfaction measures. Specifically, you will be responsible for performing the following tasks to the highest standards:

  • Manage ongoing profitability of your hotel, ensuring revenue and guest satisfaction targets are met and exceeded
  • Lead in all key property issues including capital projects, customer service, and refurbishment
  • Ensure all decisions are made in the best interest of the hotels and Hilton
  • Deliver achievable hotel budgets, and set other short- and long- term strategic goals for the property
  • Provide effective leadership to hotel team members
  • Lead in all aspects of business planning
  • Comply with and exceed Hilton Brand Service Standards
  • Ensure costs are controlled and revenue opportunities are effectively sourced and delivered
  • Manage and develop the Hotel Executive team to ensure career progression and effective succession planning within Hilton Worldwide
  • Hold regular briefings and communication meetings with the HOD team
  • Respond to audits to ensure continual improvement is achieved

What are we looking for?

A General Manager serving Hilton Worldwide Brand hotels and vacations are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

  • Experience as General Manager or Director of Operations within a similar quality hotel
  • Degree or diploma in Hotel Management or equivalent
  • Possess strong commercial acumen, with experience in increasing profitability
  • Experience managing budgets, revenue proposals, and forecasting results in a similar sized property
  • Excellent leadership skills
  • Exceptional communication skills
  • In-depth knowledge of the hotel/leisure/service sector

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

  • General Management experience in a similar quality hotel

Ref – http://jobs.hiltonworldwide.com/en/jobs/descriptions/general-manager-hilton-zhuzhou-job-zhuzhou-hunan-3797667?cntry=united-states

Blog post by P. Butterworth checked by Divan Erasmus

I would like to thank Ms. P. Buttersworth for another excellent blog post