"The Parent"

The family atmosphere in a hotel is special. It’s not unusual for a hotel staffing roster to include dozens of different nationalities and native languages with people from all over the world coming together to bring a property and its guest experience to life.

Establishing a family dynamic takes a special kind of leader taking on a special role. Drawing on the dictionary definition of “a person who brings up and cares for another,” I call it “The Parent.” The best General Managers (GMs) step up to this role and help their teams grow and develop. They build our future leaders.?

The Parental Approach

This parental approach encourages people from different departments, backgrounds, and experience levels to?function?like well-oiled machines and?feel?part of something bigger than themselves.

They’re Not Just Buildings

The most successful GMs think of their role akin to that of a parent. Legendary GM Michael Stengel from the New York Marriott Marquis knew?hundreds?of on-property associates by name. It's an intentional skill and a nod to the fact that hotels aren’t just buildings with colleagues who just happen to be on the same shift. They’re "families” with a unique bond.

Doesn’t make it perfect (no family is), but “The Parent” GM seeks to brings out the very best in those they’re "bringing up." Importantly, this means showing up in good times and bad, on-property and off-property.?

A Different Kind of Dual Reporting

I’m a father of five and five-time GM. There are so many similarities. When you’re a GM, you have responsibilities for your own family?and?the responsibility?to care for everyone within the walls of the hotel and to treat them like family. Talk about dual reporting!

What You Can't Fake

Arguably no one has stepped up to the "parent" portion of the GM role more than Philip Papadopoulos , Country General Manager of Marriott Hotels in Jordan. Across the country, thousands of associates endearingly refer to him as “Abba” or “Father.” In his own words, “Marriott is my other real family.” Reflecting on his illustrious career, like a beaming father, he’s quick to mention his pride in “giving employment to Jordanians” and – by extension – "supporting their families." He also offers sage advice: "You can't fake genuine care."

You’ll Know It’s Working, When …?

Good parenting is nuanced. So too is a parental management style. Here’s how you’ll know it's working: Your "work family" will start referring to their workplace as “my?hotel” or “my?resort.”

It’s a subtlety with immense meaning.

This article is Part IV in a continuing look at the “GM Trifecta of Success” and how the very best General Managers (GMs) in the hotel industry (with parallels to other industries) fulfill three distinct roles. The most recent articles in the series focused on “The Business Leader" & "The Hotelier."