5 Things you need to know to become a successful General Manager

Today, Cyril is a successful General Manager of two properties in Istanbul – Fraser Place Anthill and Fraser Place Antasya Istanbul.  So what does it take to become a great General Manager? We caught up with Cyril recently to find out more.

 

1. Know your guest

We are in the business of providing service to others, yet I feel oftentimes we forget the basics such as getting to know our guests. Having had over 20 years of experience in hospitality in different countries and continents, I’ve come to understand that essentially all guests want the same thing – to feel special and treated to a memorable experience.

 

“We need to know what makes them happy and what they dislike, resolve problems and offer services quickly and efficiently. Having an understanding of what your customer wants is key to ensuring that you stay on top of your game.”

 

2. Know your staff

A hotel GM may be the face of the property, but it takes an entire team behind the GM to run a successful hotel.It’s thus important for GMs to listen and collaborate with their staff because they can offer insights on how to improve various aspects of the hotel operation.

 

“To me, an indication of a great GM is one who has a happy team that feel appreciated and feel like they are part of the hotel.”

 

A good GM is also one who motivates and mentors their staff as part of their job. Teaching your staff also makes your job as a GM easier because you’re equipping them with knowledge and skills they can use without constant assistance from you.

 

3. Know your market

A successful GM is one who knows his market intimately. It is important to set some time aside daily to read about industry news and trends so that you’re always in the know about the industry and if an ongoing issue might affect your hotel. Knowing your market will also allow you to put together a more realistic business plan to target different market segments.

 

4. Know your numbers

As the hospitality industry becomes increasingly competitive, a good GM needs to have strong financial business insight to drive better revenue for the hotel.  Managing a hotel’s finances is a complex task and in order for a GM to provide strategic changes or direction to the team, he or she needs to be comfortable working with numbers and data, setting room rates, planning and keeping track of the hotel’s budget and expenses. It takes more than guest satisfaction to ensure a hotel is profitable!

 

5. Know your owner

The primary objective of a hotel GM is to maximise return on investment (ROI) for the hotel owner.

 

“A hotel is a multimillion dollar operation that an owner is entrusting to a GM to ensure maximum profitability.”

 

With such a large responsibility to shoulder, it is vital for GMs to get to know their hotel owners so they understand owners’ expectations. Owners in return, feel confident about letting GMs make decisions that will have an impact on their investment.