RECR 250 Lecture Notes - Lecture 5: Demand Forecasting, Aarp
6 Mar 2017
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Role of gm: ult. respons. to keep guests satis. /returning, set tone for prop, oversee/coord. op, provides reasonable return on investment to owners. Traits of successful gms: successful gms need wide range of qual. inc. : Mgmnt structure: @ ea. prop. , manager will be respons. for key result areas like: Executive committee: gm advised/supp. by exec committee, exec committee inc. directors in all maj. areas. Meets wkly. to discuss topics from guest satis. , occupancy, training, maj. expenditures. Executive committee members: depending on size of hotel, exec committee will vary in size members inc. : Hotel dptmnts rooms division: front office, resos, housekeeping, concierge, guest services, security, comm. Rooms division: respons. for dptmnts relating to guests room/overnight stay, rooms division dptmnts vary based on hotel size, often 1st pt. of contact for guest. Begins when guest contacts hotel to make reso/ends w/checkout. Front office: (cid:862)hu(cid:271)(cid:863)/(cid:863)nerve (cid:272)enter(cid:863) of hotel, creates guests 1st impression, provides info/service to all guests. Respons. of front office: gen. respons. inc. :
