The general manager is the “CEO” of your multi-million dollar asset. What they do and how they lead determines the success and profitability of your property. The following is a list of eight proven skills you should look for when you are trying to bring on a new leader or to measure the one you have in place.
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William Edmundson
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Look for someone with:
1. Proven leadership as a GM. Preferably in the same segment as the hotel they will be leading.
2. A commitment to success. Take a look at their track record and their attitude. Ask questions that allow them to give examples of their past success and how they achieved it.
3. A service mentality. Do they always do their best to take care of the guest and to make sure the rest of the team does? Are you likely to see them out of their office meeting guests during key periods of the day such as check-in, check-out or breakfast?
4. A focus on quality. When they walk across a hotel, even one that is not theirs, do they pick-up
trash and not even break stride? Do they expect everyone else to do the same?
5. Sales expertise. Your GM should have a firm understanding of all aspects of sales from rate-setting, to account management to knowing what questions to ask the sales team. They should be available to assist the sales teams as needed with top accounts. Ideally, they have been in sales.
6. Excellent communications skills. Good GMs can communicate well with guests, employees and clients at all levels. They should be able to communicate clearly, concisely and in a positive way. They should be able to communicate with their management company or owner as well as their brand team.
7. A coach/mentor mentality. A good coach or mentor is not afraid to lead by example; they see opportunities for improvement in all departments and employees. They know how to counsel and train to improve performance and they know when to remove an employee that is holding the team back by not responding to the coaching (by choice or ability).
8. Understanding of a property-level business plan. They have the ability to measure against benchmarks and then adjust resources and the annual plan accordingly throughout the year to meet goals.
Maximizing your property’s bottom line often ties directly to the leadership and the experience of your GM. By focusing on proven traits you will maximize your revenue and minimize the risk of shortchanging your property, your guests or your bottom line. Is your multi-million dollar asset in the right hands?
William Edmundson is a hospitality executive with more than 20 years experience in brand building, culture creation, innovative marketing and sales, operations, and franchise relations. He has worked on industry leading brands for Holiday, Promus, Hilton and Choice. William is currently consulting, speaking and writing for the hospitality/travel industry and can be reached at williamledmundson@yahoo.com or 301-653-0506.
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