Sadly, there are just about as many unsuccessful managers in the hospitality industry as there are successes and role models. The reason for this is managers tend to follow the management style of their boss. In many cases, this industry is simply a matter of survival rather than success. Many of the potentially great managers end up burnt out or just flat out disgusted with the industry.
Over the years, in both the hotel and restaurant industry, what I have noticed is the managers I would deem to be unsuccessful or even marginally successful tend to have some common traits among them that limit or prevent their success. Some of this was seen while I was actually on the front lines and other times it was noticed as a guest.
The King
Success can easily go to anyone’s head, especially in this industry. As people climb the corporate ladder, it is quite understandable how they can become “drunk” with power. A fancy title, a big paycheck, and a huge staff… it can feel like a mini-kingdom. Realize this, though, there is always a huge support team that contributes to a manager’s success. That one individual may be the person getting the raise and promotion, but there were more than likely dozens of individuals that made that happen.
The moral of the story here is to not forget where you came from or the people that got you there, because they can and will turn on you in a split second if you start walking around all high and mighty.
The Micromanager
Arguably the most annoying of all types of managers. This is the individual that simply does not believe or trust anyone to do their jobs. That leads to a manager that has his or her hands in every department and happening in the hotel. I once worked for a micromanaging GM and I lasted all of about six months at the property. I was recruited because of my ability to run a large F&B department, but this GM insisted on running every little detail through and by him. It was overwhelming, to say the least, and at least for me, not a workable situation.
We have said this before on here and we are going to say it again… you must trust your training and allow the people you hired to do their jobs. There is a significant difference in holding people accountable and overseeing them versus micromanaging them. You need to understand and learn this difference. Constantly looking over someone’s shoulder ensures two things: frustration and failure.
The Me, Me, Me Manager
This individual always makes it about them in every aspect of the operation. They make all the decisions. They are the reason for the success of the department or hotel. They ignore any input offered by their staff and/or managers (as well as their boss). This is the person that always considers themselves to be the smartest person in the room… only they are not. There is an incessant need to be given all the glory and to hand off the failures as the fault of someone else when they happen. Narcissist, glory hound, call it what you want, but it will lead to failure.
The Puppet
Let’s take this over to a sports analogy that everyone will understand. When Jerry Jones first bought the Dallas Cowboys, Jimmy Johnson was his head coach. Due to a lack of recognition for the team’s success, Jones fired Johnson, and Jones has since hired mostly puppet coaches that are believed to do exactly what he wants. The lone exception to the parade of head coaches that fit that mold was Bill Parcells.
Currently, Jason Garrett is the head coach and has been since 2010. Most people believe he has held his position because he allows Jerry Jones to push him around and dictate how the team is coached and run on gameday. You will also notice the Cowboys have been nothing more than a middling team during his time as the HC. He, and the franchise, have had limited success and pretty much float around .500 every season.
Point being, Garrett is not taking risks. He is operating within defined lines and simply doing what he is told. Compare him to some of the younger coaches in the league, like Sean McVay, someone who has brought true originality to the position and clearly is a huge risk taker and innovator when it comes to the offensive side of the ball. He knows his shortcomings and brought in coaches on the defense that have completely turned this franchise around. While these franchises are moving forward, the Cowboys are stuck in the mud. They are getting by, but they could be so much more if they had a coach that would truly take charge and bring some innovativeness to the team.
The same can be said of the hotel industry. You can be moderately successful as a puppet manager, but you will never move up the ladder or create a true legacy in the industry. By no means are we suggesting you turn into some rogue type of manager, but you must be willing to take some risks and actually fail in this industry if you are going to get noticed and move up the corporate ladder. Play it safe and pick up a check… just do as you are told. Or, get creative, find new and innovative ways to get from Point A to Point B that make the department more productive and efficient.
The bottom line here is that you need to bring your own personality to the job and not fit into a mold. Respect and appreciate your employees and they will, in turn, take care of the needs of the guest for you. Your job is to groom and train your staff. Their job is guest service. Yes, there will, of course, be times when you are out there taking care of the guest, and you should be, but make your priority your staff and you will be absolutely amazed at the results.
Looking for hospitality managers that “break the mold”? Finding the best managers in the hotel industry is always challenging, but that task can be much simpler when you use a hotel recruiter like Joseph David International. Our team works hard from the very first moment to ensure you get the ideal candidate for your property’s specific needs. For more information about our hospitality recruiting services, click here.