7 Habits of Successful Hotel General Manager

Introduction

The role of a hotel general manager (GM) is critical to the success of any hotel. It requires an individual who possesses a range of skills and abilities, including leadership, communication, problem-solving, and strategic planning. The best hotel GMs have honed their skills over years of experience and have developed habits that have helped them achieve success. In this essay, we will explore seven habits of successful hotel GMs, supported by relevant case studies.

1. Strong Leadership Skills

A successful hotel GM must be an effective leader who can motivate and inspire their team to achieve their goals. They must be able to communicate their vision and goals clearly and provide guidance to their team to ensure that everyone is working towards the same objectives. A great example of a hotel GM who exemplifies strong leadership skills is Arne Sorenson, the former CEO of Marriott International. Sorenson’s leadership style was characterized by his ability to connect with people on a personal level, which helped him build strong relationships with employees, customers, and stakeholders.

2. Attention to Detail

Attention to detail is critical in the hospitality industry, and a successful hotel GM must ensure that every aspect of the hotel is functioning correctly. They must be able to identify areas that require improvement and take corrective action promptly. One of the most successful hotel GMs who is known for their attention to detail is Horst Schulze, the co-founder of The Ritz-Carlton Hotel Company. Schulze believed that attention to detail was the key to providing exceptional customer service and creating memorable experiences for guests.

3. Strategic Planning

A successful hotel GM must have the ability to develop and implement a strategic plan that aligns with the hotel’s long-term goals. They must be able to anticipate market trends and identify opportunities for growth. A great example of a hotel GM who excels in strategic planning is Kathleen Taylor, the former CEO of Four Seasons Hotels and Resorts. Taylor’s strategic vision helped Four Seasons expand its global footprint and establish itself as one of the world’s top luxury hotel brands.

4. Strong Communication Skills

Effective communication is essential for a successful hotel GM. They must be able to communicate with their team, customers, and stakeholders clearly and concisely. A great example of a hotel GM who excels in communication is Chris Nassetta, the CEO of Hilton Worldwide. Nassetta’s communication skills have helped him build strong relationships with employees, customers, and stakeholders.

5. Focus on Customer Service

Customer service is the cornerstone of the hospitality industry, and a successful hotel GM must have a customer-centric approach. They must ensure that every guest receives exceptional service and that their needs are met promptly. A great example of a hotel GM who focuses on customer service is John J. Vanderslice, the former CEO of Hilton Worldwide. Vanderslice’s focus on customer service helped Hilton Worldwide maintain its position as one of the world’s top hotel brands.

6. Ability to Innovate

Innovation is critical in the hospitality industry, and a successful hotel GM must have the ability to innovate and adapt to changing market conditions. They must be able to identify new trends and technologies and implement them quickly. A great example of a hotel GM who excels in innovation is Arne M. Sorenson, the former CEO of Marriott International. Sorenson’s vision for innovation helped Marriott International stay ahead of the competition and establish itself as a leader in the hospitality industry.

7.Financial Acumen

A successful hotel GM must have a strong understanding of financial management, including budgeting, forecasting, and revenue management. They must be able to analyze financial data and make informed decisions that maximize profitability while maintaining high levels of customer service. A great example of a hotel GM who excels in financial acumen is Patrick Pacious, the CEO of Choice Hotels International. Pacious’ financial expertise has helped Choice Hotels International achieve record revenue growth and profitability.

Case Study: Arne Sorenson, Former CEO of Marriott International

Arne Sorenson, the former CEO of Marriott International, is an excellent example of a hotel GM who embodies several of the habits discussed above. Sorenson’s leadership style was characterized by his ability to connect with people on a personal level, which helped him build strong relationships with employees, customers, and stakeholders. He believed that a strong company culture was critical to the success of Marriott International, and he worked tirelessly to create an inclusive and diverse workplace.

Sorenson was also known for his innovation, which helped Marriott International stay ahead of the competition. Under his leadership, the company launched several new brands, including Moxy Hotels, which targeted millennials, and AC Hotels, which catered to business travelers. He also spearheaded the company’s acquisition of Starwood Hotels & Resorts, which helped Marriott International become the world’s largest hotel company.

Finally, Sorenson was a strong advocate for sustainability and social responsibility. He believed that companies had an obligation to make a positive impact on the world, and he worked to integrate sustainable and socially responsible practices into Marriott International’s operations. Under his leadership, the company established a goal of reducing its environmental footprint by 30% by 2025 and launched several initiatives to support local communities.

Conclusion

In conclusion, a successful hotel GM must possess a range of skills and abilities, including strong leadership, attention to detail, strategic planning, communication, customer service, innovation, and financial acumen. The case study of Arne Sorenson, the former CEO of Marriott International, illustrates how a hotel GM who embodies these habits can achieve great success in the hospitality industry. By adopting these habits and continuously improving their skills, hotel GMs can position themselves and their hotels for long-term success.?

References:

Choice Hotels International. (2021). About Us. Retrieved from https://ddec1-0-en-ctp.trendmicro.com:443/wis/clicktime/v1/query?url=https%3a%2f%2fwww.choicehotels.com%2fabout&umid=8332cfd2-8aa9-46eb-8ad4-b562267a0dd0&auth=8fbbedc41bfef05324d93f4279f1e2db04571cba-408059bf66fa434132fd5af2a012d10244df9b82

Four Seasons Hotels and Resorts. (2021). Our History. Retrieved from https://ddec1-0-en-ctp.trendmicro.com:443/wis/clicktime/v1/query?url=https%3a%2f%2fwww.fourseasons.com%2fabout%5ffour%5fseasons%2fhistory%5fand%5fphilosophy%2f&umid=8332cfd2-8aa9-46eb-8ad4-b562267a0dd0&auth=8fbbedc41bfef05324d93f4279f1e2db04571cba-e54af9039f0fe24b49a205fbb7bf54e71629360c

Hilton Worldwide. (2021). About Us. Retrieved from https://ddec1-0-en-ctp.trendmicro.com:443/wis/clicktime/v1/query?url=https%3a%2f%2fwww.hilton.com%2fen%2fabout%2f&umid=8332cfd2-8aa9-46eb-8ad4-b562267a0dd0&auth=8fbbedc41bfef05324d93f4279f1e2db04571cba-5099fff37ef7b50320edc5f3f4bad0c4c7d14940

Marriott International. (2021). About Marriott. Retrieved from https://ddec1-0-en-ctp.trendmicro.com:443/wis/clicktime/v1/query?url=https%3a%2f%2fwww.marriott.com%2fabout%2dmarriott.mi&umid=8332cfd2-8aa9-46eb-8ad4-b562267a0dd0&auth=8fbbedc41bfef05324d93f4279f1e2db04571cba-c4f4d0b431c81f17247965a121fb7a350a1b5e3d

Ritz-Carlton. (2021). Our Story. Retrieved from https://ddec1-0-en-ctp.trendmicro.com:443/wis/clicktime/v1/query?url=https%3a%2f%2fwww.ritzcarlton.com%2fen%2fabout%2four%2dstory&umid=8332cfd2-8aa9-46eb-8ad4-b562267a0dd0&auth=8fbbedc41bfef05324d93f4279f1e2db04571cba-2767144f9b146f6e25835ea82b0d899067575328

Sustainability at Marriott International. (2021). Sustainability and Social Impact. Retrieved from https://ddec1-0-en-ctp.trendmicro.com:443/wis/clicktime/v1/query?url=https%3a%2f%2fwww.marriott.com%2fsocial%2dimpact%2fglobal%2dsustainability.mi&umid=8332cfd2-8aa9-46eb-8ad4-b562267a0dd0&auth=8fbbedc41bfef05324d93f4279f1e2db04571cba-4ab1af456c3632e7508547c8978b5246c99f545f

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