On The Road

I always spend a lot of time on the road and in planes. Recently, I have also spent a lot of time on a renovation projects and during the many visits to hotels I have asked myself what are the most successful General Managers have in common; obviously also the circumstances certainly have great influence on ultimate success; 

My personal observations

Focused on success. Focus, is what prompts the GM to analyze each hotel profit center to target improvements in successful programs as well as failing ones. GM’s who concentrate only on failing areas have a tendency to play the catch-up game, constantly putting out fires to save failing programs, while successful programs go bad from neglect. Some failing programs need to be allowed to disappear. Being busy is not as important as being busy doing the right things. The 80/20 rule is amazing in its applications; 20 percent of everything you do will result in 80 percent of your successes. Finding the right 20 percent takes focus. 

Looking for small successes. I could not count the number of times I have heard hotel team members voicing about being criticized for doing wrong, yet being ignored when things go right. I can’t imagine how frustrating this can be. The most successful GM look for the team’s small successes and reward them, even if it is only a public “well done”. This may sound simple and basic to some of you, but it’s less common than you might think.

Focus and accepts responsibility for top-line revenue. All too often, I have heard GM’s comment on how they would have made more profit if only they had more top-line revenue; as if hinting that increased revenue was out of their direct  

Driving revenue and productivity whether or not the GM has a separate sales team. The best general manager is the true sales leader at the hotel; involved in every aspect of generating business. The best GM leads morning sales meetings; displaying his/her personal involvement. The best managers know their top producing clients and contribute to servicing them.

We have all seen how easily a poor GM can negatively influence even the best people on their teams. By contrast, there are many mediocre associates that have been guided to lofty success by great general managers. 

I always found it interesting to see whether or not a GM got involved in sales training programs. I don’t know who decided to separate sales from operations, but the best general managers have the ability to merge these functions into powerful programs. 

Sadly, some places set themselves up for failure by directing sales activities with the sales team without the participation of the one who is truly responsible…the GM.

Being a great communicator. Communicating is a two-way process; talking and listening. Having two ears and only one mouth should indicate that one should listen twice as much as talking. GM’s who

listen to their teammates find new opportunities to help them perform their jobs better. Good leadership comes from understanding the needs of the team. Understanding comes from listening, not from smooth talk.