GM Operations Manual
The complete training manual for every hotel operation inside the Hub.
🚨 Safety & Security
23 toolsThe legal and life-safety backbone of the hotel. These tools exist because UK law and fire-safety regulations require hotels to know who is in the building, keep their identity records, log incidents, and prove their safety certificates are current. If anything in this section is ignored, the hotel risks fines, failed inspections, or — in an emergency — not being able to account for guests.
🏨 Front Desk
10 toolsThe reception nerve-centre. Front desk tools manage who gets a room, how loyalty is tracked, how bills are split, and how physical and digital keys are issued. This is the highest-traffic area of the hotel operationally — speed and accuracy here directly shape the guest's first and last impression.
💬 Guest Communications
7 toolsHow the hotel talks to guests and handles what they tell it. This section covers messaging, complaints, feedback, and re-engagement. Communication quality is the single biggest driver of review scores — respond fast and personally and ratings climb.
🏠 Housekeeping & Rooms
4 toolsThe operational engine that keeps rooms sellable. Housekeeping tools track room status, inspections, do-not-disturb flags, and evening turndown. The faster a room cycles from "dirty" to "inspected", the sooner it can be sold — directly tied to occupancy and revenue.
📋 Contracts & Legal
7 toolsThe formal agreements a hotel signs with clients and with its technology providers. These tools keep contracts, signatures, and data-protection agreements in one place — protecting the hotel legally and keeping it GDPR-compliant.
👥 Groups & Events
5 toolsEverything around conferences, weddings, and group bookings — the highest-revenue-per-head business a hotel does. These tools manage the sales pipeline, the event setup sheets, upgrades, transport, and flexible timing upsells.
🟦 Guest Portal & Web Check-in
1 toolsThe branded web portal that gives guests one link to everything — room service, spa, chat, their folio, local guide, and hotel info. It is the modern replacement for the in-room phone and the paper compendium, and it is where web check-in happens.
💰 Revenue & Finance
13 toolsThe commercial core. These tools post charges, manage rates, chase revenue, build packages, take payments, and protect against fraud. Mastery of this section is what turns a hotel from "full" into "profitable".
💵 Finance & Cash
5 toolsDay-to-day money handling that isn't a guest folio — card authorisations, petty cash, tips, staff expenses, and VAT. These tools keep the hotel's small money accounted for, which is where leakage quietly destroys profit.
🏨 Concierge
2 toolsThe concierge desk tools — where VIP handling and shift handover live. Concierge is the hotel's problem-solving frontline, and these tools make sure urgent requests and VIP needs never get forgotten between shifts.
💬 Staff Communications
1 toolsInternal staff messaging. Hotels run on coordination between front desk, housekeeping, F&B, and management — this is the channel that keeps them all in sync without radios or personal phones.
👥 Staff & Operations
10 toolsThe people-management layer — rotas, shift handovers, the operational dashboard, booking management, attendance, and performance. This is how the GM runs the team that runs the hotel.
🔧 Maintenance & Engineering
8 toolsKeeping the building working. These tools track equipment, raise and assign maintenance jobs, manage external contractors, schedule preventive maintenance, log staff training, and monitor smart-room controls and assets. A well-run maintenance function prevents the breakdowns that cause bad reviews and expensive emergency repairs.
📧 Guest Journey
3 toolsThe automated lifecycle of a guest — pre-arrival, in-stay, post-stay messaging, plus the nightly audit. These tools run the communications and reconciliation that happen without staff lifting a finger.
📱 Guest Self-Service
5 toolsTools the guest uses themselves — the digital compendium, pre-arrival amenity orders, mobile F&B ordering, self-checkout, and review requests. Self-service reduces staff workload and increases guest spending.
💆 Spa & Wellness
1 toolsThe spa as a revenue centre. These tools schedule treatments, assign therapists and rooms, and track spa revenue charged to room or card.
📊 GM Intelligence
6 toolsThe GM's office-screen and decision tools — live KPIs, the daily report, forward revenue forecasts, budget tracking, the direct booking engine, and overbooking control. This is where the GM sees how the hotel is performing and acts on it.
⭐ Reputation Management
3 toolsHow the hotel manages its public image — review responses, email campaigns to past guests, and competitive benchmarking. Reputation is the single biggest driver of booking decisions.
🍽 Food & Beverage
4 toolsThe kitchen and bar operation — staff meals, bar and minibar stock, allergen compliance, and the restaurant till. F&B is high-margin and heavily regulated; these tools keep it profitable and legally safe.
🌱 Sustainability
3 toolsEnvironmental tracking and ESG reporting. These tools measure reuse, waste, energy and water — increasingly required by regulators, investors, and corporate clients.
🎯 Upsells & Marketing
6 toolsTools that grow revenue per guest and reach new guests — in-stay upsells, the proactive upsell engine, paid ad campaigns, guest notifications, segmentation, and rewards. This is the marketing and monetisation layer.
📊 Performance & Reports
3 toolsThe high-level reporting and revenue-management tools — hotel performance, financial reports, and the revenue management system. These are the GM and finance director's strategic view.
👥 Staff & Training
2 toolsTools to train and equip the team — Lucy as a language tutor for staff, and the field-optimised staff mobile app.
🔗 Integrations & Tech
10 toolsThe plumbing and compliance of the platform itself — release management, webhooks, PMS integration, channel manager, branding, kiosk check-in, GDPR, inventory auto-reorder, and housekeeping alerts. These tools keep Lucy connected to the hotel's other systems and keep data flowing safely.
🧠 Operations Command Centre
7 toolsA single live "nerve centre" screen that pulls the whole hotel operation together in real time — every guest request, every food order, every room status, and the staff needed to handle them. Think of it as the cockpit the duty manager watches during a shift: instead of opening five different tools, everything that matters right now is on one page that updates itself every 30 seconds. It is the headline "Lucy running your hotel" feature advertised in the Hub.
GM Operations Manual · part of the Hotel Operations Hub · 149 tools across 25 sections