There’s been something fundamental missing in this last decade of hotel management: the unflashy, workaholic general managers, those who started their careers waiting tables, scrubbing kitchen counters and floors, climbing the ladder, slowly learning ALL of the necessary skills to eventually become THE General Manager.
A successful hotelier is frequently asked the question, “What makes a hotel good?” The answers are endless, but there is one ingredient that will make or break a property. You can have the best operational management in place and the greatest, most forward-thinking systems and procedures in the mix, but if your general manager is weak, you are setting yourself up for failure.
We have recently had a few distressed hotels approach us, looking for a magic wand to sort out their hotel management problems. At face value or within a day or two it is very easy to pick up why so many hotels fall into difficulty. What we most often come across is an inexperienced hotel owner who is of the opinion that managing and owning a hotel is much like any other business.
I recently had a request to comment on the role of the hotel general manager - specifically as to how this role has changed and to what we could attribute this. I am certain that many general managers who have been around for while will answer a resounding YES, my role has changed significantly! The hotel manager’s role may have changed over the last decade or so owing to a multitude of reasons but in fact it should not have done so.