Being the General Manager of a hotel is a prestigious position. Your job is to make sure that your facility is operating efficiently and is generating profits. The most successful hotel general managers share a number of common qualities. They must be leaders, communicators, and decision makers. If you are doing a good job, it usually means that the hotel owner, employees and guests are all happy. When costs exceed profits or there is a decline in revenue and occupancy, you are ultimately responsible for everything that has gone wrong.
Being the best at whatever you do is a goal that everyone should aspire to achieve. Consider the following 10 management tips that can make you a very good, or even great, hotel general manager:
Your employees are your most valuable asset. They should always be treated with respect and dignity. Put yourself in their position and then treat them as you would want to be treated.
Making your employees feel like they are part of a team that is working toward a common goal will make them want to do their best. Put up a suggestion box for employee ideas and get to know everyone on a first name basis. When they believe in you, they will strive to perform up to and beyond expectations.
Greet them with a smile and let them know when they are doing a good job. A few kind words will go a long way. Offer some type of reward such as a paid day off or a certificate for Employee of the Month to an outstanding employee each month. Make sure that the winner is someone different each month.
It is always good to make yourself clear so that everyone understands what needs to be done. Excellent communicators do not need to yell or threaten employees to get something done. Instead, be calm, but firm, and allow the employees to ask questions to be sure they know what to do. Listening is just as important as talking.
Make it a point to get out of your office and walk around the hotel. Say hello to the maids and introduce yourself to the guests. Having a warm and friendly presence is reassuring to employees and shows guests that you are making a real effort to make their stay a pleasant one. [top]
Do your absolute best to quickly fix any minor problems. It is not acceptable for a guest to go to their room and find no remote control for their TV or a burned out light bulb in the bathroom. Have a regular checklist of small maintenance problems and make sure that someone attends to them promptly.
When you identify a problem with some area of the hotel's operation, don't take it as a personal offense to your ability to manage. Instead, use the opportunity to improve or do something better. For example, if guests are complaining that the free breakfast is not up to par, add more variety to the menu and make the breakfast area more appealing. [top]
Small details can be just as important as major issues. Take care of a lock that does not work right or paint the trim on the door frame. Touches like having all of the soaps and shampoos displayed in a nice basket, or trimming the low hanging tree branches over parking spaces, make a difference.
It is better to focus on a few areas and do them well, than to spread yourself too thin and only be average in all areas. Turning an empty meeting room into a gym for guests is fine. Equipping that room with nothing more than an exercise mat and a few dumb bells is not good. Spend some money and get a quality treadmill and some other popular workout machines.
Hiring the best qualified employees is a key component to maintaining and improving the efficiency and success of your hotel. Search for people with a positive attitude first and then consider their experience and skills. [top]