Virtually every job “type” presents a rude awakening once you leave the classroom and get out in the field. Hospitality management is no exception, but it presents unique issues that other businesses do not. Hotels are open 24 hours a day, seven days a week, something few other sectors must deal with on a regular basis.
When you add in the larger staff that comes with the industry, it can be a bit overwhelming for a new manager, so mistakes are going to be made. It’s important to be open to feedback and willing to make changes when necessary. By avoiding these common mistakes and continually striving to improve, you can set yourself up for success in the hotel industry.
Forgetting to Delegate
Delegation is an essential management skill that new hotel general managers should master. New hotel general managers may make the mistake of trying to do everything themselves, which can lead to burnout and inefficiency. They should identify the strengths and weaknesses of their staff and delegate tasks accordingly. Even as an entry-level manager, you are going to have a team reporting to you.
It is imperative to identify team strengths and weaknesses, then delegate tasks appropriately. The entire team needs to function as a single unit with a focus on the ultimate end game, which is high-level customer satisfaction and the overall success of the department.
As a new manager, you are going to need to get your subordinates thinking on the same page, so you may have to have campfire sessions to openly discuss strategy and execution plans. Let them hear you think out loud so they can meld with your way of thinking. This also lets you get input from the staff, as some experienced staff members will have valuable input, and new employees offer a fresh set of eyes that may be able to offer an alternative approach to an ongoing challenge in the department.
Communication is essential in any organization, and the hotel industry is no exception.
Not Prioritising the Guest Experience
Guests are booking an experience. From the time of their arrival, until they put their suitcase in the car and leave, they need to experience the hotel and everything it has to offer at its finest. New hotel general managers may make the mistake of overlooking guest feedback, which is essential in identifying areas of improvement. GMs should make sure to take action to address any concerns they may have.
How do you execute a positive guest experience? It starts with attitude. Regardless of how your day is going to what negative things are happening at the hotel, you need to put that happy face on and deliver the experience the guest wants and deserves to have. You should be going out of your way for every guest you encounter so they walk out that door knowing the experience they had was unlike anything they could have ever imagined.
Not Seeing Things from the Guest Perspective
This industry will often throw a wrench into any organized process or procedure that is in place. There will be times when saying “there is nothing I can do” is the easy way out and technically may even be the right response, but that is not something any guest wants to hear when he or she is shelling out $150 for a room night. You should look at every situation through the eyes of the guest and present them with a solution that will have them walk away from the encounter feeling good.
Are you unhappy with the decisions your managers are making? Is the local talent pool just not presenting you with the “ideal” candidate? Joseph David International is regularly ranked as one of the top hotel recruiters in the country because we don’t just find candidates, we find the ideal fit for your organization. For more information about our hospitality recruiting services, please click here.