The Devil Is in the Details: How GMs Create Unforgettable Experiences
Anders Johansson
Founder & CEO | Hotel Business Intelligence | Helping Hotels Maximize Revenue & Profit
With over thirty years in the hospitality industry and stays at more than 500 hotels, I've learned to quickly assess a hotel's quality. The key? A general manager's dedication to detail. Whether it's a carefully crafted room ambiance or seamless service, these details reflect strong leadership. A "guest-first" approach isn’t just a catchphrase—it’s a fundamental business strategy. This philosophy ensures that every decision and process is designed with the guest in mind, creating memorable experiences that drive loyalty and positive word-of-mouth.
In this post, I will explore three essential pillars that define a great general manager:
By examining these aspects—and incorporating insights from hotel business intelligence—we'll uncover how authentic hotel leadership goes beyond operational efficiency. It’s about crafting experiences that resonate with guests long after their stay.
Building a "Guest-First Culture"
A guest-first culture in hotel management means putting the guest at the center of every decision, process, and interaction. It’s a mindset that prioritizes the guest's needs, expectations, and experiences above all else. When every department—from housekeeping to front desk and food services—operates with this principle, the hotel doesn't just provide a service; it creates an environment where guests feel genuinely valued and understood. This commitment is essential for fostering long-term guest satisfaction and building loyalty, as it transforms a one-time visit into a lasting relationship.
The Role of the GM
The general manager is central to a guest-first culture. A GM sets the tone by leading by example, showing genuine care, and being fully committed to guest service. When a GM engages in guest interactions, listens to feedback, and quickly addresses issues, they solve problems and show the team how vital every guest experience is.
To embed guest-first values across every department, a GM can employ several strategies:
Integrating Business Intelligence
Data-driven decision-making is a cornerstone of building a guest-first culture. Hotel business intelligence tools allow GMs to track guest preferences and satisfaction in real time. Managers can identify what guests truly value by analyzing feedback, behavior, and service metrics and adjusting their strategies accordingly. This ensures that every department adheres to the guest-first principle and evolves based on concrete insights.
Continue to read about empowering the team and focus on details here: https://www.demandcalendar.com/blog/the-devil-is-in-the-details-how-gms-create-unforgettable-experiences
I help hoteliers make better decisions and improve their guest experience.
2 小时前A GM noticing details is great – but what really changes the game is a team that’s trained and trusted to act on them. Guests remember the small things. For example – a seamless fix before they even complain or a thoughtful gesture that wasn’t scripted. That only happens when staff aren’t just following rules, but thinking like owners. Empower the people and focus on "right details" starts to show.
Strategic Hospitality Advisor | Hotel Marketing Strategist & Distribution Expert
1 周I must respectfully disagree with several aspects of your post. The "focus on details" narrative has become one of the most overused clichés in our industry, often masking deeper operational issues. What I frequently observe, especially in luxury hotels, is an obsession with SUPERFICIAL details (like the brand of chocolate for turndown service) while neglecting fundamental aspects of hospitality, such as making eye contact during check-in or addressing guests by name. This misplaced attention creates an illusion of excellence that serves our ego more than our guests. Let's starts with getting the basics consistently right, then enhancing the experience with meaningful details, not the other way around. Also, the concept of "Guest-First Culture" needs more nuance. We can't simply claim to be both revenue-driven and guest-first simultaneously. Either guest satisfaction drives revenue as a natural consequence, or revenue targets shape guest interactions. This?guest-first culture is just a polite and self-righteous way to address hotel guests as "walking wallets". And finally (and with all due respect though), this is what happens when letting an uncontrolled AI system write a piece of content on your behalf.
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1 周Hi My Name Nageshwari senthil Kumar Iam from India iam looking for a job I have 24years experience in hotel industry has a training manager for housekeeping department,HOD for housekeeping department, project manager for housekeeping department,and iam ready to do has housekeeper job also iam a multi person I have a good communication skills and knowledge at work I love my professional life. Thank you Nageshwari
Fantastic piece, Anders! And we couldn’t agree more - guest-first leadership and a keen eye for detail have always been the true game-changers in hospitality - the little details make a big difference. Thanks for sharing!