Processes
What reporting items should you look at daily?
Balance Dues, Labor, Medallia, Performance to Budget/Stats, OOO Rooms
Should the From the RDOs weekly emailed be forwarded to the GMs?
When are the MPRs due to the RDO?
Thursdays by 5pm EST
How often should we be using the HMC app?
Every time we are at a hotel!
How do you manage different to do and follow up items to ensure that you are on track and not missing deadlines?
A variety of answers will be accepted as long as they make sense!
How often should you be reviewing the GMs task completion in the HMC App?
Twice a week, minimum
If there is a major event at a hotel that impacts the asset (major pipe burst, fire, hurricane, etc), how quickly should the DM communicate this?
Immediately. Even if we are missing some of the information, escalate the information that you do have.
Which is more important - the quantity of site visits or the quality of site visits and why?
Quality of site visits
What would be your approach if you have a GM that is struggling to maintain the quality of their rooms and public areas?
A variety of answers will be accepted as long as it makes sense!
What is the process once you receive a GM candidate from HR?
Reach out to candidate within 48 hours, schedule an interview with them and notify HR and RDO of interview, conduct interview, then if it is a viable candidate, send back the notes of the interview to HR and RDO and ask for candidate to go through next step of interview process.
How often should the GM or DM escalate to a vendor regarding a nonfunctional life safety item or major guest impact item (i.e. elevator down, faulty fire panel)
Daily
When should our site visits be input into the HMC App?
Ideally same day of the visit, but at least by the end of the week so the GM has the information in a timely manner.
If there is a major event at a hotel that impacts the asset (major pipe burst, fire, hurricane, etc), how quickly should the DM be on site?
By the next day at the latest (as long as it is safe).
What would be your approach if you have a GM that is struggling to meet deadlines?
A variety of answers will be accepted as long as they make sense!!
What is the process for posting rocketstay/airbnb payments?
At what point should the DM step in when copied on an email that a task needs to be completed for a property?
At the second escalation.
If leadership sets a deadline for GMs to complete a task by September 30, what should be the deadline that you set for your team?
Will accept a variety of answers as long as it is at least 2-3 days before the deadline.
Give me an example of a good interview question for a GM candidate (not one of the standard questions)
Will accept a variety of answers as long as it makes sense!
What is the teach back method?
A method to ensure the information is explained, understood and can be demonstrated. 1. Teach 2. Ask for demonstration 3. Assess 4. Clarify (if needed, then go back to step 3. Assess) 5. Mastery
Explain what the P&L review process should look like from the moment you get your P&Ls to the moment you present them to the leadership team.
DM should immediately share individual P&Ls with their GMs and then start reviewing the information. For any major or odd line items, DM should thoroughly research so that the review with leadership is complete and informational. There should be a minimal amount of follow up needed from the review. (DMs should then schedule P&L calls with GMs)
When we receive an email from ownership, how quickly should we respond?
By EOD (24 hours at the latest).
Name at least 4 items that are due monthly on the DM Monthly Verification spreadsheet on TEAMs.
HMC Safety and Security Checklist, IMA Survey (for applicable hotels), GM Monthly All Room Walk, GM Monthly Staff Meeting, Human Trafficking Training Compliance, Commitment to Clean Certification, DM verification of employee rooms
If we have to share bad news, who should we report it to first? HMC or ownership?
HMC. We will always be transparent with our owners, but HMC should always be aware of what is happening FIRST.
What would be your process to identify if a struggling GM is having a skill issue or a will issue?
A variety of answers will be accepted as long as it makes sense!