Role of the GM in the 21st century part II
21 September 2011
How the role of GM has changed
The role of the hotel GM has changed as the hotel industry has evolved over the past two decades. Gone are the days where GMs stand in the lobby to greet/shake hands with the guests (of course they still do, but only on occasion) and live in the hotel so that they can solve guest complaints, deal with emergencies and operation issues. The role of the general manager has gone from being that of a “generalist” to a “general specialist”. As well as knowing everything to do with the hotel operation and its competitors, general managers today need to have their fingers on the pulse of the trends, technological development/advancement and, most importantly, the changing tastes/profile of guests, employees and owners (for those who oversee hotels under management contracts). He or she must know the impact IT will have on the business, what software/hardware will help with operation efficiency, understand the importance of branding/marketing (e-marketing, social media)/revenue management (online distribution channels), and be a champion in learning/talent development and corporate social responsibilities (giving back to the community, being responsible to the environment etc.)
The key skills required of a general manager nowadays
Communication Skills (that includes online communication and presentation/public speaking skills); Business/Financial Acumen; Leadership Skills; Learning on the Fly; Technologically Savvy, Ability to multi-task; Cultural Awareness/Diversity Sensitivity.
The key challenges for a general manager nowadays
The key challenge for a general manager nowadays is to keep up with the constant change of the business environment (advancement in technologies, changing trends/demand/life style of the guests/employees as we move from baby boomer to Gen X and Gen Y).
The difference between a good general manager and a great general manager
A good general manager meets the standards and budget expectations whereas a great general manager sets the trends/standards and exceeds expectations. A great general manager is constantly seeking ways to improve. What sets them apart is their ability to communicate effectively - effective communication should be done in the same proportions as our anatomy, two ears and one mouth - listening twice as much as speaking.
