Organization of the Hotel. General Manager (GM) In charge of the operation and thus responsible for the overall performance of the hotel and its employees.

Organization of the Hotel

General Manager (GM)

In charge of the operation and thus responsible for the overall performance of

the hotel and its employees.

Duties of the GM:

• Provide owners with a reasonable return on investment• Keep guests satisfied and returning• Keep employees happy• Meet and greet VIP guests• Must be visible in the lobby and Food and Beverage

outlets at peak times to meet the hotel guests • Responsible for the performance of the hotel and the

employees• Considered as the leader of the hotel• Held accountable for the hotel’s level of profitability by the

corporation or owners

Qualities of successful GM:

• Leadership

• Attention to detail

• Follow through – getting the job done

• People skills

• Patience

• Ability to delegate effectively

Executive Assistant Manager or Resident Manager

After the GM, the next manager in line may carry the title of executive assistant manager,

resident manager, or just assistant manager.

This person is highly visible to staff and guests and takes an active role in the supervision of

other managers and the functioning of all departments.

Food and Beverage Director

Oversees the most labor intensive part of the operation which handles everything

from purchasing, receiving, and storing to preparing and serving food and

beverages.

Reporting to this manager may be the following:

• Catering manager

• Banquet manager

• Assistant Food and Beverage Director

• Convention coordinator

• Restaurant manager

• Bar manager

Rooms Division Director

The senior supervisor for that part of the hotel which handles the daily sale and

service of guestroom business.

Human Resources Director

Also called the personnel director, is responsible for the staffing element of the hotel; interviewing, selecting, recruiting,

training, record-keeping and performance reviews.

Labor relations, embracing collective bargaining grievance, and disciplinary concerns, also belong to this department’s responsibilities

Sales and Marketing Director

• The director of sales and marketing is charged with generating new business for the hotel, representing the property through public relations and publicity activities, and handling advertising, promotion and organization of special events.

Chief Engineer

Looks after the maintenance and repair of the physical plant, which may include air conditioning, heater, elevator devices,

refrigeration, lights, fire-fighting equipment and anything mechanical.

Financial Controller

The financial controller looks after all accounting functions, including payroll, banking, internal auditing, and various

control functions.

End of Presentation