In the old days, the General Manager was the friendliest face you saw when checking into a hotel. The supreme host, he was tasked with interacting with the guests and making them feel at home. He accommodated her wishes, heeded her demands, and made problems melt into thin air. A competent General Manager was worth his weight in gold and made all the difference between a good and great Stay at the hotel!
Today, however, the genius General Manager is rapidly morphing into a powerful tool that handles multiple responsibilities, sometimes simultaneously. Gone are the days when deference was displayed in the hotel lobby. This man of all trades now has his fingers deeply and firmly embedded in not one but many pastels and is adept at juggling his many roles with a calm exterior and charming style.
So what exactly does the CEO of the new age do?
The short answer to that is ‘Almost everything!’
It’s true. From tasting the food and ensuring world-class room service to assuming a leadership role and guiding the team toward the company’s goal, the General Manager’s responsibilities are varied in nature and not limited to any one division of the hotel.
Here is a more detailed description of what is expected of a general manager. In addition to overseeing day-to-day options, he is in charge of …
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Building a vibrant organization
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Creating a distinctive work environment
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Establish priorities and establish the objectives of the company.
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Spearheading innovative and strategic thinking
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Human resource management and mapping of their productivity.
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Lead the team to success by setting a personal example
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Maintain the highest standards in all operations
There is no denying that a general manager has a lot on his plate. Every responsibility must be executed flawlessly and mistakes are not tolerated kindly in the hospitality industry. Used to fighting fires every day, the general manager solves a wide range of problems without batting an eyelid. It’s safe to say that this job is not to everyone’s liking.
What characteristics are desirable in a General Manager?
The General Manager is one of the most respectable, demanding and demanding positions in the industry. Not everyone can do this role justice. It takes a person of considerable ingenuity to put yourself in those shoes. These are some of the traits to look for in a prospective CEO.
The ability to multitask
This one makes it to the top of my list for obvious reasons. The typical workday of a General Manager is extremely complex as he is required to supervise many things and. With the same alertness and insight, they must monitor guest relations, housekeeping, reception, finances, food and beverage setup, compliance, employee evaluation, and any events that may be happening. at the hotel. Unless you have excellent time management skills and organizational talent, a CEO can never rise to the occasion and keep things together.
Professional troubleshooting
Most people who land in a hotel for a lazy getaway are completely oblivious to the chaos that unfolds behind the scenes. All they see is a haven of peace, luxury, and indulgence that works like well-oiled machinery, while attendees rush to fulfill whatever wishes or demands they may have.
All of this is possible, in large part, for the General Manager and his common sense, quick thinking, and creative and practical solutions that he comes up with to everyday problems that arise. Everything that can go wrong, does go wrong, and it is the decision of the General Manager that allows him to warn of disasters and make things run like clockwork in the hotel.
Adaptability and desire to learn
The hospitality industry is one of the fastest evolving industries in the world. Technology, policies, government legislation, and local politics all contribute to the changing of the times, and it is up to the General Manager to anticipate and prepare for these changes.
In my experience, the best General Managers are the ones who welcome the new ones. Rather than freak out, they are curious about developments taking place in the industry. They are well informed and despite their hectic schedule, they find a way to stay on top of industry news and trends. By doing so, they ensure that none of the latest innovations escape them. They apply their knowledge to work so that your hotel moves with the times and adapts continuously.
Teaching and tutoring
We have already established that a General Manager must be constantly accumulating knowledge related to the industry and his position. But it is also important that you pass on what you have learned to your team, so that they are equipped with the skills and knowledge necessary to work efficiently and independently. Few things are more frustrating and exhausting for him than micromanaging all the tasks that fall into his lap. For the hotel to function optimally, the staff must show initiative. This can only happen if they have been properly guided and taught to be resourceful and resourceful.
As I mentioned earlier, a good General Manager is a valuable asset to any hotel and selecting the right one is not an easy task. Given the complex nature of the position, I would always recommend that you “grow” your own executives. This allows you to select from the ranks and prepare someone who is familiar with the operation of your hotel for the managerial position.
However, that may not always be possible, and you may have to resort to traditional ways of finding someone competent to take over as General Manager.
When doing so, keep the following best practices in mind:
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Always bring someone who knows the business, the industry, and the people involved. Unless you have a very small establishment, the General Manager will not be able to learn everything quickly enough to carry out his responsibilities competently.
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Look beyond management training courses, seminars, or workshops that the candidate may mention on their resume. In my experience, these programs tend to overemphasize the importance of formal quantitative tools, which, while relevant, are hardly an integral part of the work at hand.
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Scan the potential candidate for the qualities we talked about earlier. They are as important as the qualifications and experience that the potential customer brings.
Finally, when you find the right candidate and welcome them on board, allow them at least three to six months to gather information, build a network, build relationships, and set team direction. Do not assign favorite projects or specific tasks in this duration. It will backfire and divert attention from your main goals of leading the team to success.
A good CEO is essential to the smooth running of a hotel. Work behind the scenes to deliver a smooth and enjoyable experience for guests and clients. The hotel’s reputation is based on your discretion and all other divisions depend on its efficiency. Therefore, be sure to invest time and effort in selecting the right candidate for the position, as he is the one who will guide the establishment towards its ultimate vision.