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The Complete General Manager Training Course
Welcome to the Course
New Students - Watch this video first (1:52)
Hotel Operations
Welcome (0:20)
First Contact Front Desk (9:39)
How to Control Labor costs (4:44)
Property Maintenance - Keep your Hotel Running! (9:06)
It's all about the Money, Money, Money (5:23)
Staffing your hotel (3:24)
Homework (1:34)
Module Summary
Human Resources
Best Practices (13:06)
Homework (2:25)
Module Summary
Sales and Marketing
Introduction to Sales & Marketing (1:07)
Driving your Competitors Hotel (2:08)
There's something Fish(y) (1:24)
🎶 I took the Midnight Train (2:27)
**Secret** Advanced Google Search Results (3:26)
Setting up Google Alerts (1:54)
Additional Sales Techniques (4:11)
The tools of the trade (1:36)
Homework (1:12)
Module Summary
TripAdvisor - the what and the why
Introduction to TripAdvisor (0:11)
Site Overview (2:40)
Tips to Rank High on Tripadvisor (2:50)
Review Examples (Good and bad) (3:19)
Responding to Tripadvisor reviews - best practices (2:58)
Using reviews to improve your google search results (0:39)
Spotlighting your hotel using their platform (1:03)
Templates for responding to reviews? (0:56)
An EASY way rid of negative reviews (1:36)
Disputing a Review (1:50)
C.R.M - Customer Relationship Management (2:26)
Homework (1:30)
Module Summary
Online Travel Agents - (OTA)
What is an OTA? (3:31)
What is an Opaque Rate? (4:23)
Can you block OTAs? (1:54)
What is Rate Parity? (1:00)
Why Engage in rate Parity? (2:15)
How to avoid rate parity (1:36)
Leveraging OTAs (1:36)
Tracking Rate Codes (1:02)
How to convert OTAs to brand loyal guests (1:53)
Homework (2:04)
Module Summary
STAR Report - Deep Dive
Introduction to STAR Reports (3:11)
Weekly STAR Demo (11:52)
How to pick a winning COMPSET (4:45)
Monthly STAR Report (2:47)
Homework (1:54)
Module Summary
Profit and Loss Statement - Everything you need to know
Introduction to Profit and Loss Statements (P&L) (1:01)
Looking at your Revenues and budgeted expenses (1:13)
P&L Walk Through (10:37)
Monitoring and tracking your numbers (0:31)
Cost Per Occupied Room - CPOR (1:17)
P&L Department Breakdown Walk Through (5:16)
General Ledger, what is it? (4:00)
Accruals & Reclasses (3:20)
Spotting Anamolies (2:16)
Monthly Budget Distribution to Department Heads (2:40)
Forecasting your Revenues (2:57)
Forecasting your Expenses (3:31)
EBITDA (Earning Before Income Tax, Depreciation & Amortization) (1:33)
Important Things to remember (2:25)
Homework (1:10)
Module Summary
Executive Summary - How to write it
Introduction to Executive Summary **DEMO** (11:19)
Homework (1:31)
Module Summary
Revenue Management
Welcome to Revenue Management (1:09)
Rack Rates (1:54)
How to control and track Discounts (2:26)
LRA (Last Room Available) - How to use this strategy (1:32)
Coupon Book Strategy (1:31)
LOS (length of stay) Based Discounts (2:31)
Rate Overrides - How to protect rate dilution (1:16)
Using OTA Discounts (1:53)
minLOS and maxLOS (6:09)
Rates for Special Events (1:03)
Losing revenue on Out of order rooms (1:51)
Optimizing your GDS listings (6:38)
Flagging National Rate Codes (0:44)
Raising your Rack Rates (1:37)
Homework (1:55)
Module Summary
**Bonus - HootSuite**
How to use Hootsuite for automated Social media posting (32:03)
Quick Tips - Videos
Installing a New Firepanel - What to expect (1:23)
Trashed Guest Rooms - Helping the Housekeeper (0:56)
**Bonus - Professional Resume Templates**
Resume Light Blue Version
Resume Orange Design
Resume Light Green Design
Resume Cyan Design
Resume Red Design
Resume Orange & Black Dark Version
Clean resume + Cover Letter V1
Clean resume + Cover Letter V2
Clean resume + Cover Letter V3
My Resume - Copy & Paste
Icon Packs for your Resume
Downloadable Resources
Hotel Terms to Know (Operations)
Stepped Away from the Front Desk (Operations)
Guest Room PM Activity Tracker (Operations)
Petty Cash Submission Form (Operations)
Vendor Account Management (Operations)
Answering Calls - Formula (Operations)
Direct Bill Account Call Log (Operations)
Aging Contacts (Operations)
Employee Calendar (Operations)
Pet Policy Letter (Operations)
Housekeeping Assignment Sheet (Operations)
Housekeeping Variance Sheet (Operations)
Guest Compensation Guide (Operations)
Linen Inventory (Operations)
Sundry Shop Inventory Checklist (Operations)
Personalized Welcome Letter (Operations)
Employee Schedule (Operations)
Front Desk Meeting Agenda (Operations)
Housekeeping Did Not Make Bed (Operations)
Property Checkbook (Profit & Loss)
Compset Price Comparison Checklist (Sales & Marketing)
Hotel Drive by's tracker (Sales & Marketing)
Sales Activity Tracker (Sales & Marketing)
Executive Summary Template (Executive Summary)
7 Technology Tools for hotels (Bonus)
Effective Leadership Handout (Bonus)
15 Front Desk Interview Questions
Accruals & Reclasses
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