Leadership In Hospitality Industry

  Are you a ROMANCER GM? The success of a hotel greatly depends also on the relationship between the general manager (GM) and the hotel owners or asset managing companies. In the constantly evolving hospitality industry, the GM's role has become increasingly challenging, making it crucial for them to establish and maintain a solid and productive relationship with the hotel’s owners. The ability of one to gain the trust of hotel owners is of utmost importance and requires a combination of determination, creativity, and emotional intelligence. Authenticity is critical in building trust and establishing a transparent connection with the owner, who becomes an ardent supporter in good and bad times. To start building a relationship with the owners, according to the Hilton GM Academy, the GM must be a "ROMANCER", which stands for : -Relationship led, -Open and flexible, -Mentally tough, -Ask and listen, -Non-reactive, -Creative, -Empathy, and -Real. Being relationship-led, the ...

Leadership  Introduction As a director who mentors and guides his managers, it is common to encounter challenging situations with these employees. However, a particular experience with a senior employee 4 years ago surprised me and gave me a professional alert. The employee in question had made significant progress in his career, and I admired his dedication and enthusiasm for our company's vision. However, his behaviour suddenly turned when he was held accountable for his department's performance. This short article explores the experience, the lessons learned, and the importance of stable behaviour in professional relationships. The Experience The senior employee had been making remarkable progress in his career path within the organization, and I often guided and mentored him along the way. However, during one of the most demanding periods at work, I had to be assertive and hold him accountable for the specific unstable performances of his department that occurred multiple t...

During the COVID-19 crisis, I joined the housekeeping staff and cleaned rooms.  That's right.  I'd take my tie and expensive suit off, I'd fold them neatly into my bag, then wear simpler clothes and vacuum, dust and change the sheets. A proper part of the housekeeping staff.  Then I'd wear my suit again and head to my office to fulfil my duties as the hotel's Director of Operations.  I've been asked if I was at all embarrassed.  But the truth is that I couldn't have been prouder.  I had the opportunity to become a part of and get to know the housekeeping staff in a way I couldn't have otherwise. I met the team daily, heard their phone calls to their families and spent time with them.  I couldn't have done it without "getting my hands dirty".  It made me think about all the staff members we tend to forget. Whose faces disappear for us in  the fast-paced world of hospitality.  And so, one day, I had an idea. I would make those people's in...

The use of an auditing tool is a powerful method to gage performance levels in any organisation which deals with customer and client service on a daily basis.   The use of a tool such as the " The Best In Class Audit Tool © ",   allows measurement of employee versus guest interaction, against the specifically developed procedures. The tool which I have developed allows for both training of first line employees, and also offers incentives for these employees to increase their performance.The company’s main purpose in conducting an internal audit should be to increase the overall service level, as well as the employee’s commitment to the company standards. In addition, there is the added benefit of direct management to be able to identify and recognise those employees that are performing correctly, and are thus the ‘best in class.’    Within that same audit, the management is able to identify those employees performing below stan...