Soft Skills that Make a Great Hotel Manager

Hiring the right manager is one of the most important decisions you can make for your hotel.  A great manager can keep your guests happy, increasing your repeat and referral business. When you’re hiring a manager for your hotel, you look for industry experience, education and a track record of success.

Hotel Managers must wear many hats and should have an understanding of business skills such as:

  • Accounting
  • Finance
  • Sales
  • Marketing
  • Operations

 

But there are many intangibles that make an outstanding hotel manager: 

Ability to translate your vision. A great manager is completely committed to the concept you have created for your property. Whether you are going for a no-frills budget model or a high-end luxury experience,  the manager should support your interests and get the rest of the hotel staff on board.

Commitment to excellent customer experience. An outstanding hotel manager understands the importance of providing top-notch service to each and every guest. He attends to the details that make a hotel stay special and resolves any issues quickly to the benefit of both the customer and the property’s benefit.

Leadership. No hotel manager can do everything on his own. He must be able to hire well and delegate to his subordinates. He creates a team environment where everyone understands and is working toward a common goal. He should act as coach – keeping  morale up and keeping hotel employees motivated even when they are working long shifts, odd hours or having a bad day.

Empathy. When things go wrong,  it’s a big deal to your guests. Whether they are hoping for a relaxing vacation or a productive business trip, they are out of their element and far from home. Small problems seem to be magnified.  A great manager can put himself in the shoes of the guest and come up with a satisfactory resolution.

Creativity. Sometimes the answer to a problem is not obvious. Having a hotel manager who can look at things in a new way – and encourage his subordinates to do the same – can keep your property running smoothly and your guests happy

Don’t leave your hotel management hiring to chance. Work with Horizon Hospitality, the specialists in hotel and restaurant recruiting. If you are looking for a hotel management career opportunity, contact our team today.

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