In this post, I will explore three essential pillars that define a great general manager:
- Building a Guest-First Culture
- Empowering Teams with Guest-Centric Processes
- Focusing on the Small Details That Shape the Guest Experience
By examining these aspects—and incorporating insights from hotel business intelligence—we’ll uncover how authentic hotel leadership goes beyond operational efficiency. It’s about crafting experiences that resonate with guests long after their stay.
Building a “Guest-First Culture”
A guest-first culture in hotel management means putting the guest at the center of every decision, process, and interaction. It’s a mindset that prioritizes the guest’s needs, expectations, and experiences above all else. When every department—from housekeeping to front desk and food services—operates with this principle, the hotel doesn’t just provide a service; it creates an environment where guests feel genuinely valued and understood. This commitment is essential for fostering long-term guest satisfaction and building loyalty, as it transforms a one-time visit into a lasting relationship.
The Role of the GM
The general manager is central to a guest-first culture. A GM sets the tone by leading by example, showing genuine care, and being fully committed to guest service. When a GM engages in guest interactions, listens to feedback, and quickly addresses issues, they solve problems and show the team how vital every guest experience is.
To embed guest-first values across every department, a GM can employ several strategies:
- Empowerment and Training: Regular roleplay training sessions emphasizing empathy, active listening, and proactive problem-solving can empower staff to make decisions that enhance guest satisfaction.
- Cross-Departmental Communication: Establishing strong communication channels ensures that insights from guest interactions are shared and acted upon across the hotel, leading to continuous improvement.
- Recognition and Incentives: Recognizing employees who exemplify guest-first behaviors reinforces the importance of these values and encourages the entire team to follow suit.
Integrating Business Intelligence
Data-driven decision-making is a cornerstone of building a guest-first culture. Hotel business intelligence tools allow GMs to track guest preferences and satisfaction in real time. Managers can identify what guests truly value by analyzing feedback, behavior, and service metrics and adjusting their strategies accordingly. This ensures that every department adheres to the guest-first principle and evolves based on concrete insights.
Empowering Teams with Guest-Centric Processes
Creating Seamless Processes
For a hotel to consistently deliver exceptional guest experiences, it must operate with processes that are as much about guest satisfaction as streamlining internal operations. Seamless processes ensure that every guest interaction—from check-in to check-out—is handled with precision and care while reducing unnecessary staff burdens. When procedures are designed efficiently and simply, they speed up service and empower employees to focus on personalized guest care rather than getting bogged down by administrative hurdles.
GM’s Role in Process Development
The general manager plays a crucial role in shaping and refining these processes. By fostering an environment of open communication and collaboration across departments, a GM can ensure that every process is guest-friendly and operationally sound. This involves:
- Facilitating Collaboration: As long as hotels operate in siloes (departments), encouraging regular cross-departmental meetings helps align the goals of different teams, ensuring that insights from the front desk, housekeeping, and food & beverage are integrated into the process design.
- Training and Empowerment: Providing staff with ongoing training highlighting the importance of combining efficiency and guest satisfaction creates a knowledgeable team ready to handle any situation. Empowered employees are more likely to take initiative and adapt processes to better serve guests.
- Open Communication: Establishing clear channels for feedback allows staff to share frontline insights and suggest improvements. This continuous communication loop ensures that processes remain dynamic and responsive to guest needs.
Integrating Business Intelligence
Hotel business intelligence is instrumental in tracking process performance. By leveraging BI dashboards and real-time analytics, GMs can monitor key performance indicators—such as check-in times, service response rates, and occupancy levels—to pinpoint bottlenecks and inefficiencies. These insights drive targeted improvements, streamline workflows, and ultimately empower teams to deliver faster, more reliable service. It’s about turning data into actionable strategies that benefit both the guest and the team.
Examples & Best Practices
Many hotels still use ancient processes and practices, like the check-in process, which has been the same for a hundred years. Have you ever had to sign off that if you smoke in the room, you will have to pay an extra fee? Have you had to sign and add your signature to specific boxes? These processes are all internal and aim to protect the hotel from any liabilities. They are not friendly and do not give the guest any immediate benefits.
Over the years, I’ve seen a few innovative practices that have made a significant impact on both guest satisfaction and staff efficiency:
- Kiosk Check-In/Check-Out: In CitizenM, implementing a kiosk check-in system reduces waiting times and allows front desk staff to spend more time engaging with guests, answering questions, and offering personalized recommendations.
- Mobile apps: Another example is mobile apps, which allow you to easily communicate with the hotel and use your smartphone as the key to the hotel room. However, even if mobile apps have been around for a decade, hotels have not yet figured out how to make them guest-centric. At a recent stay, I used the hotel room key feature in their mobile app. Yes, it worked, but it was not easy, and it took forever for the app to open the key to enter the hotel room. No wonder the guest prefers the traditional keycard.
These examples illustrate how embracing modern, data-informed processes creates an environment where every team member contributes to an outstanding guest experience.
Focusing on the Details That Matter
Attention to Tangible Details
In the hospitality world, the small, tangible details often make the most significant impact. Guests notice the immaculate cleanliness of their rooms, the thoughtful selection of personalized amenities, and the well-considered decor that creates a unique and inviting ambiance. Whether it’s the perfectly fluffed pillows, a meticulously arranged welcome basket, or local artwork that tells a story, these elements collectively contribute to an overall impression of quality and care. They enhance the guest experience and reinforce the perception that every aspect of the stay has been thoughtfully curated.
Eliminating Compromises and Bad Solutions
Conversely, even minor compromises or shortcuts can detract from the guest experience. For example, a hastily repaired fixture, generic amenities, or decor that feels out of place can convey indifference to detail. A general manager’s role is pivotal in continuously evaluating operational practices and guest feedback. The GM can identify and rectify these pitfalls before they impact the guest experience. A GM ensures that every solution is effective and aligned with the hotel’s commitment to excellence by setting high standards and refusing to settle for mediocrity.
Case Studies & Observations
Recently, I had the pleasure of experiencing one standout hotel where attention to detail was evident in every facet. Upon entering, it was clear this hotel prioritized guest comfort. The rooms were spotless, with every element reflecting meticulous care. A personal touch, like a handwritten welcome note, immediately sets the tone for a truly personalized experience. While relaxing by the pool one afternoon, I was impressed when the staff brought the guests water and a cold towel. Later, an ice cream trolley made rounds, serving delightful treats. Such thoughtful details significantly enhanced the overall guest experience.
These examples underscore that a GM’s dedication to the fine details and proactive approach to eliminating compromises can transform an ordinary stay into an unforgettable experience.
Conclusion
In summary, creating a superior guest experience hinges on three essential pillars:
- Cultivating a Guest-First Culture: Every decision is made with guest satisfaction in mind.
- Empowering Teams Through Efficient Guest-Centric Processes: Streamlined operations enhance service quality and efficiency.
- Focusing Relentlessly on the Details That Truly Matter: The small, thoughtful touches create lasting impressions.
The strategic use of hotel business intelligence adds another layer to this strategy. By understanding guest needs through data and tracking process performance with precision, GMs can drive continuous improvements that benefit both the guest and the bottom line.
I encourage current and aspiring general managers to examine their practices and explore how these strategies—and the insights provided by business intelligence—can be seamlessly integrated into daily operations. Reflect on your experiences and consider: what details genuinely make a difference? How can you further empower your team to deliver exceptional service?
Remember, in hospitality, the little details often make the biggest impression. Authentic leadership starts at the top, so lead by example, inspire your team, and create experiences your guests will cherish long after they check out. I invite you to share your thoughts and experiences on how attention to detail and data-driven insights have transformed your stays or operations.
