The Changing Role of Hotel General Managers: How GMs Can Adapt to New Challenges and Technologies.
The role of the hotel general manager (GM) is evolving in response to new challenges and technologies in the industry. Today's GMs need to be flexible, tech-savvy, and able to adapt to changing guest expectations and market trends. Here are some key ways that GMs can adapt to new challenges and technologies in the industry.
Embrace Technology: Technology is transforming the hotel industry, and GMs who embrace new technologies will be better positioned to succeed. For example, GMs can use hotel management software to streamline operations, track key performance metrics, and make data-driven decisions. They can also use mobile apps to communicate with guests in real time, offer mobile check-in and keyless room entry, and provide guests with personalized recommendations based on their preferences.
Focus on the Guest Experience: The guest experience is crucial to the success of any hotel, and GMs should prioritize guest satisfaction above all else. GMs can use technology to personalize the guest experience, offer unique and memorable experiences, and gather feedback from guests to continually improve the guest experience. For example, some hotels are using virtual reality technology to provide guests with immersive experiences that transport them to exotic destinations or showcase the hotel's amenities.
Be Adaptable: The hotel industry is constantly evolving, and GMs who are able to adapt to changing market trends and guest expectations will be more successful. GMs should be flexible and willing to experiment with new ideas and technologies, and be willing to pivot their strategies if something isn't working. For example, during the COVID-19 pandemic, many hotels had to adapt to new health and safety protocols and find creative ways to attract guests. GMs who were able to adapt quickly and efficiently were more likely to succeed.
Develop Leadership Skills: As the head of the hotel, the GM is responsible for leading the staff and creating a positive workplace culture. GMs should focus on developing their leadership skills, including communication, delegation, and conflict resolution. They should also foster a culture of collaboration and continuous learning among the staff. For example, some hotels are implementing training programs that teach staff members new skills and provide opportunities for career advancement.
Stay Up to Date with Industry Trends: The hotel industry is always changing, and GMs who stay up to date with the latest trends will be better positioned to succeed. GMs should attend industry conferences, read industry publications, and stay informed about new technologies and market trends. For example, GMs who are aware of the trend towards sustainable travel can take steps to reduce their hotel's environmental impact, such as by using energy-efficient lighting, implementing recycling programs, and sourcing local and organic food products.
The role of the hotel general manager is evolving in response to new challenges and technologies in the industry. GMs who are able to embrace technology, focus on the guest experience, be adaptable, develop leadership skills, and stay up to date with industry trends will be better positioned to succeed in the years to come. By staying ahead of the curve, GMs can help their hotels stand out in an increasingly competitive market and provide guests with the exceptional experiences they crave.