Role of the hotel general manager (part 1)
Hotel general managers have a lot of responsibilities. They must provide owners with a reasonable return on investment (ROI), keep guests satisfied and returning, and keep employees happy. This may seem easy, but because there are so many interpersonal transactions and because hotels are open every day, all day, the complexities of operating become challenges that the general manager must face and overcome.
Larger hotels can be more impersonal. Here, the general manager may only meet and greet a few VIPs. In the smaller property, it is easier —, though no less important — for the GM to become acquainted with! guests, to ensure their stay is memorable, and to secure their return. One \ way that experienced GMs can meet guests, even in large hotels, is to be j visible in the lobby and food and beverage (F & B) outlets at peak times ] (check-out, lunch, check-in, and dinner time).
Guests like to feel that the GM takes a personal interest in their well-being. Max Brown, who was general manager of the famous George V Hotel hi Paris for more than thirty years, was a master of this art. He was always present at the right moment to meet and greet guests. In fact, he often made such a spectacle that other guests would inquire who he was and then would want to meet him. Hoteliers always remember they are
hosts.
Rick Segal, vice president of Sheraton's luxury hotel division, credits his success to several things, but the quality he mentions first is paying attention to detail. As general manager of the famous St. Regis Hotel hi New York City, he has plenty of opportunities to do just that.
The GM is ultimately responsible for the performance of the hotel and the employees. The GM is the leader of the hotel. As such, she or he is held accountable for the hotel's level of profitability by the corporation or owners.
General managers with a democratic, situational, and participating leadership style are more likely to be successful. There are, however, times when it is necessary to be somewhat autocratic — when crisis situations arise [1, 121].
(to be continued)
Vocabulary notes
responsibility зд. должностная обязанность
reasonable приемлемый, обоснованный; находящийся в разумных пределах
return on investment экон. прибыль на инвестированный (вложенный) капитал
to keep guests satisfied and returning добиться, чтобы гости остались всем довольны и вернулись [в этот отель] и в следующий раз interpersonal transactions межличностные отношения
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complexities of operating сложные моменты в работе руково- дителя
to face (smth.) сталкиваться (с чем-либо) [употребляется, как ср. также правило, когда речь идет о чем-либо to be faced (with smth.) трудном или неприятном]
to overcome преодолевать
impersonal зд. лишенный каких-либо личностных пристрастий; сугубо деловой
VIPs очень важные персоны. «ВИП-персоны». VIP — сокр. от «Very Important Person»
to ensure обеспечивать
way зд. способ
memorable незабываемый
outlet место отпуска (напитков, продуктов); торговая точка
to greet приветствовать
hotelier владелец отеля или его управляющий
vice president вице-президент
detail подробности
opportunity возможность, шанс
employee работник, сотрудник
accountable подотчетный
somewhat зд. до некоторой степени; в известном смысле
autocratic автократический, диктаторский; деспотичный, властный
Vocabulary focus
4. Match each word or phrase on the left with the correct equivalent on the right:
1) remember
2) well-being
3) inquire
4) be responsible
5) performance
6) become acquainted
7) successful
8) pay attention
9) famous
10) lobby
a) функционирование
b) помнить
c) знакомиться
d) отвечать за что-либо
e) наводить справки, осведомляться, узнавать
f) благосостояние
g) обращать внимание
h) успешный, удачливый
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i) холл в гостинице
j) знаменитый
5. Match each word on the left with the correct definition on the right:
1) marketing
2) executive
3) cooperation
a) adrink, for example — tea, coffee, or wine
b) abuilding where you pay to stay in a room and have meals
4) beverage
5) profit
6) student
7) stuff
8) property
9) hotel
10) staff
11) money
c) asenior manager in a business or other organization
d) what you earn, save, invest and use to pay for!
e) someone who goes to a university, college, or high I school
f) the ways in which a company encourages people] to buy its products by deciding on price, type of customer, and advertising policy
g) avariety of objects or things
h) people who work for a particular company
i) asituation in which people or organizations together to achieve a result that will benefit all of them
j) money that you make by selling something or
from your business, especially the money that
remains after you have paid all your business costs
k) things, especially valuable things, that owned are by someone [7], [8]
6. Match the synonyms:
1) responsibility
2) each
3) time
4) head
5) some
6) master
7) corporation
8) secure
a) period
b) leader
c) company
d) duty
e) ensure
f) several
g) owner
h) every
7. Match the antonyms:
1) complex
2) autocratic
3) never
4) forget
5) few
6) success
7) visible
8) seldom
a) crisis
b) many
c) always
d) democratic
e) invisible
f) simple
g) often
h) remember
Comprehension
8. Answer the questions on the text:
1. What must general managers provide hotels' owners
2. Who was general manager of the famous George V Hotel in France for more than thirty years?
3. Whose responsibility is it to ensure the guests' stay is memorable, and to secure their return?
4. Why must general managers keep guests satisfied and returning?
5. Why are some periods (check-out, lunch, check-in, and dinner!
time) considered to be «peak times* in large hotels? '
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6. Why do experienced GMs often meet guests in the lobby and F & B outlets at peak times?
7. What management style is more likely to be effective in running a large hotel?
8. What is one of the main things Rick Segal, vice president of Sheraton's luxury hotel division, credits his success to?
9. What makes him think so? Do you agree with him?
10. When is it recommended to be somewhat autocratic in running a hotel?
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