I worked a big part of my life as a Hotel General Manager. When I am asked to explain what the job includes, I had to think first how to explain the profession to somebody, who really wants to know what is needed to be a “Hotel General Manager”.
There are of course many explanations to it. Let’s start with the more humorous ones before we go to the serious ones. I personally like this one. Even it is a bit of an extreme, it has lots of truth to it:
“A hotelier must be a diplomat, a democrat, an autocrat, an acrobat, and a doormat. He must have the facility to entertain prime minister, princess of industry, pickpockets, gamblers, bookmakers, pirates, philanthropists, and prudes. He must be on both sides of the political fence and be able to jump that fence.
He should be, or have been, a footballer, golfer, bowler, tennis player, cricketer, dart player, sailor, pigeon-fancier, motor racer, or linguist, as well as have a good knowledge of any other sport involving dice, cards, horses, and pool cues. As he sometimes has to settle arguments and squabbles, he must be a qualified boxer, wrestler, weight-lifter, sprinter, and peacemaker,
He must always look immaculate when drinking with ladies and gentlemen – as well as with bankers, swanker, theatricals, commercial travelers and company representatives, even though he may have just made peace between any two, four, six or more of the aforementioned patrons.
To be successful he must keep the bar full, the house full, the storeroom full, the wine-cellar full, the customers full, and not get full himself. He must have staff who are clean, honest, quick workers, quick thinkers, non-drinkers, mathematicians, technicians, and at all times on the boss’s side, the customers’ side, the outside of the bar.
To sum up — he must be outside, inside, offside, glorified, sanctified, crucified, cross-eyed, and, if he’s not the strong silent type, there’s always suicide!”
A bit more brutal one was created by Dan Miles: G.M stands for General Manager, but only because Soulless Hell Weasel With a Heart of Coal Who Preys on the Weak and Defenseless like the Succubus of Myth, is too confusing to render into an acronym from his piece on “21 Things You Only Know If You’ve Worked in Hotels”
My take or explanation to the job of Hotel General Manager is more that of a conductor. The GM coordinates all the people that work with him to run the business in a way that the customers and owners are happy. Also, all the staff under his influence feel proud about their achievements and excited and happy in their functions.
Hospitality is a people’s job. Working with so many people needs a lot of follow-up and coordination with the different segments of the hotel departments. Going around, meeting with department heads and interacting with employees to see how they are doing and progressing. This is also the time to check where they require help and support or a clear decision.
The GM is furthermore the connection from the property and its employees, to the owners or management company and has to make sure a clear communication line is in place.
The GM is the person that can help the employees to go forward and getting things done if they are stuck in procedures or hierarchies. He is the arbiter that has to balance all the different characters and personalities and smoothen things out, thus different needs and thoughts of different departments and department heads are not clashing too strong.
Lots of time is spent as well by doing rounds, interacting with customers, checking on employees and follow-up with maintenance issues, service and cleanliness qualities.
And of course, you steer the ship, you give the direction and vision to the team and pull them all together to travel in the same path.
You have to know how things work in the technical, service and administrative departments to be able to give guidance and directions. However, the job is not done by yourself, and you have to make sure you surround yourself with good department heads to be successful for the property.
It is a big job and therefore experience counts. Your background, education, previous jobs all count towards your experience. The result of all this history brings you to the position that is right for you. There are countless variations of hotels. Big, small, business, leisure, high and middle class, old and new, chain and privately owned etc. There is no typical hotel property, every property is different, and you have to be able to bring to the table exactly what the owner is looking for, then you have a match.
It would be great to hear what you think is important for the job of Hotel General Manager. Let me know in the comments.