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GM Playbook

GM Playbook. Offense Revenue Driven Management Sales and Marketing Employee Opinion Surveys GSI/SALT/Guest Service Scores Owner Relations Community Relations (including area, vendor and online community). Defense Expense Controls Labor Controls Capital Expenditures Risk Management

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GM Playbook

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  1. GM Playbook

  2. Offense • Revenue Driven Management • Sales and Marketing • Employee Opinion Surveys • GSI/SALT/Guest Service Scores • Owner Relations • Community Relations (including area, vendor and online community)

  3. Defense • Expense Controls • Labor Controls • Capital Expenditures • Risk Management • Forecasting • Preventative Maintenance Program • Quality Assurance • Internal Audit

  4. Coaches: • Exemplify the Core Values • Are you proud of your Hotel • Lead by Example • Obsess, Obsess, Obsess over Revenue • Manage your Costs • Be a Problem Solver! • Take care of your Team • Deliver Results

  5. Coaches: • Exemplify the Core Values • Integrity • Compassion • Personal Leadership • Commitment to Results

  6. Coaches: • Are proud of Your Hotel • It’s Your Home • Its Your Career • Its Your Responsibility • Walk your hotel twice Daily • Engage with your staff and your guests know them by name • Inspect your guestrooms • Identify and correct deficiencies quickly

  7. Coaches: • Lead by Example • Look and act professional at all times and demand the same • Set a standard of excellence • Communicate and post your expectations • Be accountable and expect no less of others • Make a plan and work your plan (don’t waiver)

  8. Coaches:Obsess, Obsess, Obsess over yourRevenue • 20% of your day must be devoted to Revenue Management • Review Pace/Pick up 60 days in • Review Pricing Strategies Daily • Review Weekly STR • Drive the weekly Revenue Meeting with your team • Attend weekly sales meetings • Review weekly sales reports and verify results • Meet/Greet your top 10 – 15 Clients • Go on Sales Calls Weekly • 5% of your day must be focused on Other Revenue • F&B, Phone, Gift Shop, Spa, Valet, Packages, Internet

  9. Coaches: • Take care of your Team • Have fun and smile often • Engage Frequently • Stand ups/NETMA • Property Walks twice daily • Employee Luncheons/Employee Cafeteria • Recognition Programs • Round Tables • Insure proper Supplies and Equipment • Open Door Policy

  10. Coaches: • Manage your Costs • Use your checkbook and labor models • Adjust expenses and labor to weekly reforecast changes • Use BuyEfficient and Maximize its costs savings and PO Controls • Manage your inventories and purchases to match current business volume • Manage to CPOR or % targets and hold department managers accountable

  11. Coaches: • Problem Solver • Be a good listener • Gather all the available information • Use all available resources • Solicit information from others when appropriate • Be decisive and make a decision – Don’t live with a bad decision

  12. Coaches: • Take care of your Team • Communicate Often • All associate meetings • Communication Boards • Newsletters • Department Meetings • Email • Be of Service to your Team

  13. Coaches: • Deliver Results • Exceed Top Line Revenues • Beat GOP • Exceed Service Benchmarks • Meet an acceptable Quality Assurance Grade • Exceed EOS Benchmark • Passing Grade on the Internal Audit

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