Do hotels still need General Managers in 2024?

The business leaders of the future must be adaptable, data savvy, and able to manage the nuances of human interactions alongside automated systems

As we approach 2025, it's clear that the role of the general manager is changing. The era of the distant leader operating behind closed doors is fading. Today's GMs need to be visible, accessible and adept at integrating technology into their leadership style. They should be as comfortable analyzing data as they are mingling with guests at weekly cocktail receptions.

Key takeaways

• There's no doubt that AI can improve a hotel's efficiency. Automated systems can predict guest preferences, manage bookings, and even adjust room temperatures based on occupancy. However, AI lacks the warmth and intuition that makes hospitality truly exceptional;
• At their best, general managers don't just oversee a building; they manage the entire experience. They understand the subtle nuances of guest expectations and employee morale, allowing them to react quickly when problems arise;
• While the future may bring more automation to the hotel industry, the need for skilled, emotionally intelligent leadership remains. General managers who can balance technology with traditional hospitality will not only survive, but thrive in this evolving landscape.

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