CEN/WS 094 - Competences of hotel general manager
The CEN Workshop intends to develop a CWA (CEN Workshop Agreement) which will define the professional requirements (in terms of competences) of the general manager in the accommodation and hospitality industry, i.e. the top manager who is in charge of the overall management of a hotel, regardless of its size or facilities and who can be regarded as the "guardian" of service quality standards and hotel reputation. In particular, the CWA will provide competence requirements in the following areas: 1. Global vision, such as: definition of overall commercial, e-commerce and sales strategies; position of the facility on the market; position and visibility of the facility on social networks; credit management; definition of agreements and supply control system; definition of hotel management agreements with the various usable options; insurance management; public Relations with Customers, Associations and any other subject strategically relevant for the hotel, etc. 2 Planning and definition of goals, such as: defining short-, medium- and long-term goals; defining a Budget draft to submit to the Ownership/Stakeholder; defining a Business Plan draft to submit to the Ownership/Stakeholder, definition of CAPEX with ROI calculation, etc. 3 Organisation, such as: defining an internal code of conduct and regulations, defining the organisational chart and recruiting principles, etc. 4 Human Resource Management and Leadership, such as: leading the team to achievement of goals through definition of KPIs; promoting professional development of the Staff through definition of KPIs; performance control system; internal customer satisfaction monitoring (Staff), etc. 5 Management and operating control responsibilities, such as: booking, reception/desk and check-in; concierge desk and quality control; event organisation; revenue management; sales & marketing; digital and information technology; restaurant; financial administration, maintenance; housekeeping; security; c
Competences of hotel general manager
The CEN Workshop intends to develop a CWA (CEN Workshop Agreement) which will define the professional requirements (in terms of competences) of the general manager in the accommodation and hospitality industry, i.e. the top manager who is in charge of the overall management of a hotel, regardless of its size or facilities and who can be regarded as the "guardian" of service quality standards and hotel reputation. In particular, the CWA will provide competence requirements in the following areas: 1. Global vision, such as: definition of overall commercial, e-commerce and sales strategies; position of the facility on the market; position and visibility of the facility on social networks; credit management; definition of agreements and supply control system; definition of hotel management agreements with the various usable options; insurance management; public Relations with Customers, Associations and any other subject strategically relevant for the hotel, etc. 2 Planning and definition of goals, such as: defining short-, medium- and long-term goals; defining a Budget draft to submit to the Ownership/Stakeholder; defining a Business Plan draft to submit to the Ownership/Stakeholder, definition of CAPEX with ROI calculation, etc. 3 Organisation, such as: defining an internal code of conduct and regulations, defining the organisational chart and recruiting principles, etc. 4 Human Resource Management and Leadership, such as: leading the team to achievement of goals through definition of KPIs; promoting professional development of the Staff through definition of KPIs; performance control system; internal customer satisfaction monitoring (Staff), etc. 5 Management and operating control responsibilities, such as: booking, reception/desk and check-in; concierge desk and quality control; event organisation; revenue management; sales & marketing; digital and information technology; restaurant; financial administration, maintenance; housekeeping; security; c