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.

Choose a Social Network!

The social network you are looking for is not available.

Close

Hotel Newswire Headlines Feed  

Coming up in June 2019...

Sales & Marketing: Selling Experiences

There are innumerable strategies that Hotel Sales and Marketing Directors employ to find, engage and entice guests to their property, and those strategies are constantly evolving. A breakthrough technology, pioneering platform, or even a simple algorithm update can cause new trends to emerge and upend the best laid plans. Sales and marketing departments must remain agile so they can adapt to the ever changing digital landscape. As an example, the popularity of virtual reality is on the rise, as 360 interactive technologies become more mainstream. Chatbots and artificial intelligence are also poised to become the next big things, as they take guest personalization to a whole new level. But one sales and marketing trend that is currently resulting in major benefits for hotels is experiential marketing - the effort to deliver an experience to potential guests. Mainly this is accomplished through the creative use of video and images, and by utilizing what has become known as User Generated Content. By sharing actual personal content (videos and pictures) from satisfied guests who have experienced the delights of a property, prospective guests can more easily imagine themselves having the same experience. Similarly, Hotel Generated Content is equally important. Hotels are more than beds and effective video presentations can tell a compelling story - a story about what makes the hotel appealing and unique. A video walk-through of rooms is essential, as are video tours in different areas of a hotel. The goal is to highlight what makes the property exceptional, but also to show real people having real fun - an experience that prospective guests can have too. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.