Taking a new position as GM? Here are some tips….
Stephen W. Ayers, CEO
STAY Ahead Hospitality
Over the course of my career I have had the good fortune and privilege
to open and manage hotels in city, resort and spa locations. While they are so
different in terms of operation, they are all very similar in terms of their
greatest asset, the team of staff under you. Of special importance are your
cadre of executives that are so crucial to your and the hotels’ success.
Starting a new position as General Manager is a daunting task but one
that can determine the future relationships with both your management team and
the staff working so hard on the front lines and in the back of house. However,
this does depend a great deal on how you act and behave during your initial
period as GM.
So here are some tips that I have found invaluable when assuming a new
GM position in the hotels I have managed:
- Do not, at least
initially, bring in staff that has been loyal to you in your past position
without reviewing your management team and taking the time to get to know
each of them. You may find the best team ever! Bringing in an outsider
without reviewing the staff in current positions will engender distrust.
- While you have to
lead the crew from the first day, try to be ‘silent’ for at least one month,
keeping your eyes and ears open but your mouth shut. Walk around, get a
feeling for both the hotel and the different departments, how they operate
and get to know some of the staff that work in them.
- Take the time to
eat in the staff dining room, invite staff randomly to eat with you and
chat with them. You will learn a great deal about the atmosphere of the
hotel.
- Review the
financials of the hotel and departments over the past year(s). Note down
items to be discussed with each department head, whether good or
disappointing.
- Schedule meetings
with each of your department heads to get to know them. Allow for at least
half a day each to learn about them, what makes them tick, their beliefs,
what they think about the strengths and weaknesses of the hotel. Discuss
the points you noted in your financial review and discuss these. You may
be surprised by the volume of data you learn and their drive to lead. You
will learn what may be holding them back from a great performance! Perhaps
the last GM stifled their freedom? Perhaps he gave them too much leeway?
You will learn also how to lead your executives by getting to know each of
them. We are all different but we ALL need direction. These meetings
should be held in a relaxed atmosphere, and if possible in the executive
lounge if there is one, or a ‘lounge’ atmosphere if possible.
- Encourage
different points of view in head of department meetings. It is important
not only to let each member present his point of view, but for you to hear
the ideas and advice before making a decision. Sometimes, as I have found,
they may differ radically from your own, and you may decide to go with
consensus given their arguments. It is no shame to admit that their way
may be better, and a good leader will gain respect by this demonstration
of trust in the team.
- Take the time to
learn what the hotel policies are towards the staff. How are they celebrated
on birthdays, weddings? What are the bonus systems in place? Are long term
staff appreciated and promoted first if suitable? Is staff encouraged to
take courses that may be subsidized by the hotel and self better
themselves? Are the different cultures represented in food served in the
staff dining room, and what about the vegetarians and vegans? What is done
to bond the executive team on a monthly/yearly basis? Once you have
gathered this vital information you can then ask your HR Manager to
express his/her opinion and plot a policy that will encompass all your
staff.
- Do not forget that
each and every one of your staff is an integral part of your success as
their GM and leader, and each one should command the same respect. In many
ways they will define you as GM and may even decide your future. Treating
your staff correctly is one sure way to get on the road to success.
Taking the time as you ease into your new position and not acting
impulsively is not a sign of weakness. If you get to know your management team,
get to know the staff, get to know the weaknesses and strengths of the
financials, it will allow you to be on solid ground when you become more
actively involved. You will have a wealth of knowledge about your hotel on
which to base wise decisions.
More importantly, you will have a team backing you that are not afraid
to give their honest advice!
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