In depressed labour market, why would you want to employ a hotel GM - there are so many plus points

What Exactly is a Modern Hotel General Manager and why are we so suited to such a diverse set of jobs or careers?

Very often recruiters will receive a resume from an experienced hotel General Manager for a vacancy that seems to be nothing to do with their career path and is rejected as being unsuitable – this document will show you how you are making a big mistake in not considering this “unqualified” or “inexperienced” candidate – and that he or she may actually be exactly what you are looking for –

Keep in mind – that one doesn’t necessarily have to be a pilot to own a Multi- million-dollar airline company ( Think of Virgin Airlines and Richard Branson, or Ryanair- founded by Thomas Ryan a businessman). Jeff Bezos – started Amazon to sell books ( he was a bookseller) – they now employ over 1 million people worldwide...

Hotel General Managers are the person ultimately responsible for the profitability, continuity and success of a multimillion Dollar company., with a toolbox full of experience in many diverse fields – imagine an employee or manager with such diverse experience in your team...

Here is an explanation - In order to be a successful Hotel General Manager one has to be qualified and very well experienced in the following fields:

1. Project Manager – as a hotel GM one is always seen as the main person in charge of any event, activity or advancement in a hotel. As a hotel Opening GM one is seen as the project manager in charge of construction until the project is complete – many hotel General Managers who open hotels spend the first 18 months of their contract wearing a construction helmet and walking through the construction site approving areas, recommending changes or upgrades and ultimately is the person responsible for the final sign off of the project prior to opening the doors. Many hotel GM who open hotels are deeply experienced in construction, MEP Contracting (Mechanical, Electrical, and Plumbing installation), are able to meet with and manage architects, consulting engineers, and other construction or contracting professionals.

2. Human Resources – as a Hotel General Manager you are fully responsible ( with the assistance of and HR Manager and department) for the recruitment of all employees in your hotel – this means that you have to be experienced from the first step in recruitment ( defining needs and skill sets required) to the ultimate appointment and start of those successful applicants. Hotel Managers go on regular international recruitment trips to countries to source staff, deal with high level recruiters or recruitment agencies for senior management positions and formulate and finally approve all contracts and appointment documents. As part of the HR role a Hotel GM is also responsible for the wellbeing of employees, in the set up and correct management of employee housing compounds, employee catering, wellbeing, personal care as well as legal requirements in training, Health certification, industrial certification and licensing. How Many Senior Manages can prove that they have worked with multi national workforces? – most hotel GM’s can....

3. Sales and Marketing – hotel GM is the person responsible for the Sales and Marketing direction of his or her hotel, and with the Sales manager responsible for generating demand, keeping the hotel in the public eye, Marketing all the facilities and setting up and running of advertising campaigns, promotions and events. Hotel General Managers typically attend 8 to

10 international sales and marketing events per year around the world – ATM in Dubai, WTM in Berlin, HTM in Atlanta, ASPACS, in Singapore to name a few. All hotel General Managers can put together sales and marketing plans along with budgets for these plans and put them into practice with ease – they do this every year in order to ensure that the hotel rooms are sold and outlets well patronised...

4. Finance – Hotel General Manager has to be an experienced finance manager. Why? - because the ultimate responsibility of the balance sheet lies with the GM and no one else – The hotel GM has to be a finance analyst, a yield manager, an excellent budget creator and a manager of both Credit and Debit for the property – most, if not all, hotel General Managers annual performance bonuses are linked to the financial profitability and state of the balance sheet on an annual basis. Every year the hotel GM has to build an operating budget, income statements, department profitability statements and cashflow for the next 12 to 24 months from scratch – how many managers in other fields can say that they are proficient in doing this?

5. Culinary – all hotel General Managers have to be culinary specialists – they have to be able to manage and interact with their executive chef, often a person with limited formal education (but a master behind the stoves and in planning) – this means that hotel GM has to be on top of all activities in the kitchens, approve all procurement of food items on a daily basis, be aware of and clearly tracking food expenses, trends, and sales mix. The Hotel GM also has to be the person to whom the Food and Beverage Manager reports, meaning that a hotel GM must also be very well experienced in Food service, Restaurant standards, Beverage trends, Entertainment and overall experience management in order to ensure guests keep using the restaurants and bars in his or her hotel – unlike European hotels, a hotel GM in the Middle East typically has 6 to 8 restaurants and at least 3 bars to operate directly. In Europe most hotels lease out their restaurant and bar spaces and therefore have no say in their operation. Imagine a senior manager in your organisation who is also an accomplished chef. A person with this skill set brings innovation, creativity and flair – because that’s what he or she was taught at hotel school – yes EVERY Hotel General Manager has to be formally qualified through a hotel school where at least 1/3 of their education is in the culinary field.

6. Health, Hygiene, interior decoration – here a hotel GM is assisted by an Executive Housekeeper – however a hotel GM has to have experience in this field too, in order to both carry out the owners vision of the look and feel of the hotel, but also to ensure that hotel brand standards are met and adhered to in terms of guest room cleanliness and amenities, public areas look and feel, sanitation and hygiene. An experienced Sales Person who is also proficient in interior design and sanitation – makes for an interesting person

7. Customer Service – a hotel GM is seen as the face of a hotel and as such is always available to hotel guests, no matter what the time of day or night – this means that hotel GM is required to be a client service professional, one who can meet and discuss with all levels of society and successfully deliver a product to the public that they use on a constant basis. Imagine Employing a Facilities Manager with international experience who is also a great client services manager – a rare combination, but Hotel General Managers have this skillset....

8. Engineering and IT – a hotel GM has to have a deep understanding of how the systems and mechanical installations function and operate within their hotel – they must have operational knowledge of heating and cooling systems, refrigeration, Kitchen Equipment, Elevators, Escalators, Electronic systems such as Guest Room Entertainment systems, BMS ( building control systems and programs), Property Management systems -such as the system on the hotel front desk, back office programs for reservations, sales, event management, finance etc... Hotel General Managers are not only the fact of a hotel but also have the knowledge of what makes it tick – imagine appointing someone with this skillset...

9. Event Management Professional – hotel GM has to have experience in Event Management in order to set up and successfully run (with their events and conferencing department) multiple conferences, events, Gala Dinners, Weddings and exhibitions in their property. With this skillset you are engaging with someone who is able to plan, organise and crisis manage as part of their overall skill make up – certainly a valuable combination for a prospective employer.

10. The last major skill set of a hotel General Manager is that of Facilities Manager / Director

As hotel GM – the person is not only responsible for the appointment management and monitoring of the traditional services in a hotel but also for all the services associated with Facilities Management

i. Security – a hard service managed directly by the hotel GM – the safety and security

of hotel staff, guests and patrons is paramount, and a hotel GM will manage this

process closely

ii. Cleaning – both front of house and back of house – the hotel GM has overall control

and knowledge of the activities here – approves daily, weekly, monthly, yearly

schedules and activities

iii. Reception / Access Control – standard as part of hotel services

iv. Engineering – hotel GM is responsible for the tender processes associated with the

appointment of all 3rd party contractors who operate / service / maintain all plant and machinery within the hotel

Very few other industries if any require the General Manager to be both a Facilities Manager as well as Finance controller or Sales and Marketing Manager all at the same time...

Overall Skills of a General Manager include not only the above 8 major skill sets, but also must include being qualified in all of the following sub skill sets too:

a. Qualified trainer – to level of being able to train other trainers for job related tasks and programs

b. Qualified 6 Sigma practitioner – this is frequently used for business streamlining, and development

c. Change Management Professional – in any hotel GM career he or she will be required to implement change / upgrades / major deviations at least once a year, in order to keep up with technology, competition or industry advancement – no other industry (excepting the IT industry) evolves as fast as the Hotel Industry

d. Mentor and Career development counsellor – all hotel General Managers are required to carry out annual evaluations ( often more frequently) - of all their direct subordinates ( usually 8 to 10 senior management professionals). They are required to evaluate professional performance against set criteria, financial performance against budgets or sales/ marketing activities. HR Related activities against employee satisfaction surveys and colleague interaction. Included in these evaluations are also the build up of professional progression plans and development plans

Do not do yourself or your company a disservice there are so many reasons why a recruiter or prospective employer should not dismiss an application from a hotel GM without at least considering their skillset and what they will add to the business and organisation.