The general manager of a hotel must balance several different responsibilities and duties. Most successful hotel managers have a certain skill set that helps them pull together all the necessary attributes that make them successful. Eight of the most crucial skills that every hotel manager should have include excellent communication, interpersonal skills, oriented to detail, operational knowledge, leadership, team building, financial skills and flexibility
Eight of the most crucial skills that every hotel manager should have include excellent communication, interpersonal skills, oriented to detail, operational knowledge, leadership, team building, financial skills and flexibility.
Hotel managers are responsible for maintaining the safety of their buildings, solving problems between employees or guests, staying up-to-date on changes in procedure, keeping up with industry journals and so much more. General managers are often considered the public face of the hotel, so excellent communication skills are necessary to handle the job requirements. Managers need to always present themselves in a respectful, empathetic and professional manner. If you can’t communicate your expectations, needs and opinions to your staff, then it’s unlikely that your managerial goals will be reached.
Communication is key, and interpersonal skills are a huge part of being an effective communicator. It is ultimately the general manager’s responsibility to keep guests and employees happy. Under stress, a manager must always maintain integrity, professionalism, patience and understanding. Hotel managers often interact with a very diverse group of people from all over the world. You’ll inevitably run into distasteful personality types and unusual international traditions or requests, so you have to be able to listen and adapt.
In order to ensure each guest has an unforgettable experience, managers must remain hyper-vigilant about details as huge as safety concerns and as small as maintaining fresh flowers in the lobby. Delegating tasks among staff members is an important aspect of management. Managers need to constantly verify that goals are being met, responsibilities are not getting neglected and the system is working as intended. Multi-tasking is crucial when overseeing several aspects of the hotel, so being detail oriented is one of the most important skills for hotel managers.
The daily responsibilities of hotel managers require a fundamental basis of hotel operational knowledge. Most hotel managers have gained operational knowledge through either entry-level employment in the industry or educational degrees. Without a basic understanding of concepts like accounting, human resource management or cost control, managers will be left incapable of making the decisions required on a daily basis.
Hotel managers should be strong team leaders who are willing to listen, boost employee morale, decisively resolve issues and assign responsibility to staff members. From guests to staff to maintenance, hotels have so many moving parts that a strong leader is needed to ensure the success of the unit.
It’s important to remember that your hotel staff are constantly interacting with guests. A stressful team environment will become apparent in employee-guest relationships. You run the risk of negatively impacting your employee’s customer service when they are stressed out, conflicting with co-workers or otherwise unhappy. Building a cooperative and open team environment will help improve your both your staff’s productivity and your guest’s experience.
Hotel managers must have the ability to read financial reports, understand basic financial concepts and analyze financial data. While the majority of hotel management duties revolve around customer service, there are several duties that require financial management skills. You may be responsible for bank deposits, cash outs, revenue management, and accounts payable and receivable. General managers need to consider the financial ramifications when they are resolving customer complaints to keep the hotel successful.
Hotel management frequently involves unforeseen and unexpected problems arising at the most inopportune times. Flexibility and adaptability are necessary skills that help managers make decisive and well-informed decisions on the fly. Horrible guest experiences can quickly be turned around with good management, flexibility, empathy and interpersonal skills. While it’s important to always have a backup plan, you can’t always anticipate issues that need to be resolved immediately.
Hotel managers have some of the best opportunities for traveling abroad, increasing their salary and advancing in their career. The Bureau of Labor statistics estimates that that they earn around $22 an hour, and the industry continues to maintain plenty of job openings. Despite all these incredible perks, hotel management is a demanding job. Excellent communication, interpersonal skills, oriented to detail, operational knowledge, leadership, team building, financial skills and flexibility are all critical skills that every hotel manager should have, but they are far from the only qualities an individual will need to be successful in this industry. A highly successful hotel manager will exhibit these various traits and have the support of his or her team as they lead the business towards success.