A strong general manager knows how to bridge the communication gap amongst different departments within the hotel, and actively listen to the needs of employees. For example, when your kitchen chef explains his challenges with the change in the dining room schedule or your reservation agents are constantly experiencing a technical glitch with the computer system, they rely on you to listen to their needs, provide a solution and follow-up on how the change is working.
Don’t forget to inspect your hotel rooms. The guest experience should be your top priority, and the hotel room can likely be the biggest impression left on each guest. Take the time to inspect five rooms each day to make sure your staff is staying consistent with cleanliness, needed repairs and you stay conscious of when updates to the hotel furnishings are needed.
Provide performance reviews on a routine basis for your staff. Your team desires feedback, and when you show that you care by being aware of their work, they’re much more likely to extend that little extra effort. The key here is to not wait until review time to offer feedback. Be sure to give positive feedback on a regular basis when the opportunity arises.
It probably goes without saying, but a great general hotel manager has a strong ability to multi-task; the key to this characteristic is also being organized. With hospitality industry technology constantly changing, the demand of guest needs, employee needs, building maintenance, payroll and so much more, a hotel manager needs to stay organized and build a trustworthy team of staff leaders. Because one person cannot run a hotel on their own, being able to delegate appropriate tasks to different staff members will be key to your success.
Be flexible with your time. It’s important to maintain a healthy work and home life balance, but because managing a hotel is a 24/7 job, a hotel manager must be prepared to handle the most unexpected challenges at the most inopportune times – water leak at 2 a.m., inventory miscount before a holiday weekend, or a reservation mishap for a large group – working well under pressure and having a strong ability to communicate effectively in each of these situations will help pull you through with all parties happy with the solution.
The goal to building each of these skills is not only to become a quality hotel manager, but to also evolve into a leader that your team respects and acknowledges as someone they trust.
What else would you add to this list? Comment below and let us know what qualities you think are needed in a great hotel manager.