The role of a Hotel General Manager is evolving rapidly

As the industry evolves, a hotel general manager who can adapt, lead through challenges and anticipate trends will be key to success

The role of the hotel general manager is evolving rapidly. As the industry faces economic challenges, technological changes, and shifting guest expectations, the qualities of effective leadership are changing. To explore the characteristics required of future hotel GMs, we gathered insights from industry experts: Matthew Engel, James Flynn, Frank Otero and Dakeya Christmas.

Key takeaways

• The GM of the future will need a diverse skill set, with experience in multiple areas to earn the trust and respect of peers-which is often rare;
• They need to be proficient in marketing, including revenue management, direct sales, online marketing, and promotions. A solid understanding of marketing principles is critical to attracting guests and increasing revenue;
• Strong communication skills are essential, with the ability to listen actively, convey messages clearly, manage relationships, and resolve conflicts diplomatically. Listening to guests, employees, and stakeholders is key to understanding their needs and concerns.

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