Were You Born to Be a Hotel General Manager

Are great hotel general managers born or can they be made? The answer is probably a little bit of both. Education, training and on-the-job experience are all important elements that contribute to the effectiveness of a hotel general manager. The very best-of-the-best hotel general managers hone their skills and used their innate senses to make the hotel they manage stand out from the competition.

Personality Traits

As trite as the expression may be, you have to be a “people person” if you want to work in the hospitality industry. While management styles do vary, there are certain characteristics that are universal. The best hotel general managers exude confidence and enthusiasm in the work they do. They truly love what they do and it shows. Honesty and integrity are a given and your hotel GM should be straightforward and able to accept criticism. He or she should be consistent, focused, and able to motivate employees.

Employees

It is no secret that there is a good deal of turnover in the hotel industry. A strong hotel GM must be able to attract highly-motivated and talented young employees and then motivate and inspire them to stay with the company. Retaining top-talent and regularly looking to add new talent to the staff, is one of the most important functions of a hotel GM.

Service

Maintaining the same high-level of service for your guests, every hour of the day and every day of the week, is crucial for the reputation of a hotel. While a hotel GM can not be everywhere at every time, he or she should periodically do random checks of rooms, taste the food being served at the breakfast buffet, and take note of even the smallest things that are not being done correctly.

Coaching

Members of the hotel staff are not the most well-paid employees in the world so it is easy to understand why they might feel that they are only working to earn a paycheck. A few words of praise for a job well-done by the GM (the big boss), can make an employee feel appreciated and motivate them to work even harder at their job.

Guests

Being attentive to the needs of a hotel guest is something every hotel GM should consider to be a top priority. Whether it is offering a guest an upgraded room for a minor inconvenience, or personally responding to a negative online review from an unhappy hotel guest, a hotel GM has the power to make a difference in the guest experience.

Related articles

  1. Interviewing Successful Hotel Managers: Peter Hildebrand, General Manager, W Hong Kong http://www.hospitalitynet.org/news/4064350.html
  2. 10 Steps You Must Take to Become a Successful Hotel General Manager http://www.hmghotels.com/Successful-Hotel-General-Manager-2012.html
  3. 10 Ways to Help an Effective Hotel General Manager http://hmghotelsblog.com/2014/09/29/10-ways-to-help-an-effective-hotel-general-manager
  4. The 10 Characteristics of an Outstanding General Manager http://sullivision.com/node/132

About the author:
Elizabeth Bliss — I am an experienced professional and creative writer with a B2B and B2C marketing background.

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