Strong Leadership in Weaker Moments

By Michael Goldstein President & CEO, Packard Hospitality Group | October 28, 2008

"When something stinks, it's usually the head."

This fishing phrase has interesting applicability for hoteliers. In fact, when hotel guests receive unsatisfactory service at a restaurant or are displeased with their hotel stay, it could be the result of a number of things, but the most likely reason for these problems is a lack of, or poor leadership team.

Although often overlooked, having a strong and knowledgeable leadership team is one of the most important assets at any hotel property. In fact, it is the leadership team that determines the success of the property, particularly during renovation, an economic downturn or a slow season. A hotel's leadership not only affects the guests, but also the entire staff and the overall services provided.

The Leadership Team

Depending on the size of the hotel and services offered, the typical members of a hotel's leadership team include the general manager, food and beverage director, executive housekeeper, front office manager, chief engineer, controller and director of sales.

Each member on the leadership team should be responsible for a key area of the hotel. While the food and beverage director supervises all food and beverage services and products, the front office manager sees that all guests are property checked in and out, the housekeeper ensures all rooms are cleaned properly and the director of sales finalizes the needs of various groups booking the hotel. Members of the leadership team need to support each other, but responsibilities and oversight should be specific to their areas.

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