Hotel Success Today – The GM Factor

Chuck Kelley | October 16, 2024

When you first walk into a hotel lobby do you get a sense of the hotel? A sense of positive or negative vibes. I have seen both lately and I firmly believe it starts with the Hotel General Manager – not rocket science. Of course, it starts with the sense that everything is fresh and clean. Then you notice the little things… The Guest Service Agent is headed to the back, sees an approaching guest and returns to engage the guest. Eye contact is always there with a genuine smile. Employees are always present where you expect them to be and not in the back talking story. Product quality is just there, everything from the condition o...