In the old days, the General Manager was the friendliest face you saw when you checked into a hotel. The ultimate host, he was tasked with interacting with guests and making them feel at home. He accommodated his desires, heeded his demands, and made troubles melt into thin air. A competent General Manager was worth his weight in gold and made the difference between a good and bad job. excellent Stay at the hotel!
Today, however, the genius General Manager is quickly transforming into a powerful tool that handles multiple responsibilities, sometimes simultaneously. Gone are the days when he would stand deferentially in the hotel lobby. This jack of all trades now has his fingers sunk deep and firmly into not one but many cakes and is adept at juggling his many roles with a calm exterior and charming style.
So what exactly does the new age General Manager do?
The short answer to that is ‘Almost everything!’
It’s true. From sampling the food and ensuring top-notch room service to taking on a leadership role and guiding the team toward the company’s goal, the General Manager’s responsibilities are varied in nature and are 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…
- Building a vibrant organization
- Create a distinctive work environment
- Establish priorities and set company objectives.
- At the forefront of innovative and strategic thinking
- Human resources management and productivity mapping.
- Lead the team to success by setting a personal example
- Maintain the highest standards in all operations.
There’s no denying that a General Manager has a lot on his plate. Every responsibility must be executed with perfection and mistakes are not kindly tolerated in the hospitality industry. Accustomed to fighting fires every day, the General Manager fixes a wide range of problems without blinking an eye. It’s safe to say that this job is not everyone’s cup of tea.
What characteristics are desirable in a General Manager?
General Manager is one of the most respectable, demanding and demanding positions in the industry. Not everyone can do justice to this role. It takes a person with considerable ingenuity to step into those shoes. Here are some of the traits to look for in a potential General Manager.
The ability to multitask
This one makes it to the top of my list for obvious reasons. The typical work day for a General Manager is extremely complex as he has to oversee many things and… With the same alertness and insight, they have to oversee guest relations, housekeeping, front desk, finance, F&B setup, compliance, employee screening, and any events that may be happening in the hotel. Unless they have excellent time management skills and organizational talent, a General Manager will never be able to rise to the occasion and keep things together.
Professional troubleshooting
Most people who land at a hotel for a lazy getaway are completely oblivious to the chaos that goes on behind the scenes. All they see is a haven of peace, luxury and indulgence that runs like well-oiled machinery as attendees rush to fulfill any wish or demand they may have.
All of this is possible, in large part, to the General Manager and his common sense, quick thinking, and the creative and practical solutions he finds to problems that arise every day. Everything that can go wrong does go wrong, and it is the General Manager’s decision that allows him to avoid disasters and keep things running like clockwork at the hotel.
Adaptability and desire to learn
The hospitality sector is one of the fastest evolving sectors in the world. Technology, policies, government legislation and local politics all contribute to changing times, and it is up to the General Manager to anticipate these changes and prepare for them.
In my experience, the best General Managers are those who welcome the new. Instead of being scared, they are curious about developments taking place in the industry. They are well-informed, and despite their busy schedule, they find a way to stay on top of industry news and trends. By doing so, they ensure that no newer innovations slip through their fingers. They apply their knowledge to the job so that your hotel moves with the times and continually adapts.
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 he passes on what he has learned to his team, so that they are equipped with the skills and knowledge to work efficiently and independently. Few things are more frustrating and exhausting for him than micromanaging all the tasks that come his way. For the hotel to function optimally, the staff must show initiative. This can only happen if they have been properly mentored and taught how 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 role, I would always recommend that you ‘grow’ your own executives. This allows you to select from the ranks and groom someone who is familiar with how your hotel works for the manager position.
However, that is not always possible, and you may have to resort to the traditional ways of looking for someone competent to take on the role of General Manager.
When doing so, keep the following best practices in mind:
- 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.
- Look beyond the management training courses, seminars, or workshops the candidate may list 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 job at hand.
- Scan the potential candidate for the qualities we talked about earlier. They are just as important as the qualifications and experience the prospect brings to the table.
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, establish relationships, and establish team direction. Do not assign favorite projects or specific tasks in this duration. It will backfire and divert attention from your primary goals of leading the team to success.
A good General Manager is an integral part of the proper functioning of a hotel. She works behind the scenes to provide a smooth and pleasant experience for guests and clients. The reputation of the hotel depends on its discretion and the rest of the divisions depend on its efficiency. So be sure to invest time and effort in selecting the right candidate for the job, as he is the one who will guide the establishment towards his ultimate vision.