17/06/2018 | 08:14 PM

TOP 10: How to be the best hotel GM

By Xavier Icardo

Recently, I have been given the opportunity to experience the "field" side of hotel operations versus the "corporate" side of things. While I have been in the hospitality industry for a few years, I had limited property management experience, besides several training stints, while joining new brands (West Texas, anyone?) focusing rather on supporting, training and coaching teams of general managers. 

This experience as a hotel general manager, together with years of collaborative work with great team members, gave me a renewed sense of perspective on what makes one successful in this very challenging, yet rewarding position. 

So here are a few relevant thoughts on that topic:

Remember profitability: ultimately, the position's ultimate focus should be the profitability of the operation to ensure the sustainability of the business.

You are nothing without your team: one needs to surround one self with the right people and while retention should be the main focus of any manager, turnover is necessary.

Be your own CEVO (Chief Executive Vision Officer): have a marketing and sales vision for your hotel, a strategy that can be developed in conjunction with your brand's requirements. How do you want to be recognized in your market?

Promote a better work environment for all to enjoy and thrive. Yet, also learn how to say "no". Be the positive element in that environment, celebrate small victories and be the one that ultimately brings it together.

Develop a team member's succession plan: the future — short term or long term — must be prepared. Be pro-active and forward thinking.

Mix up your talent pool with some internal promotions but also "new blood."

Promote accountability and performance no matter how challenging your market is in terms of recruitment. Do not settle for "warm bodies." Hire the right people and invest in them.

Communicate with your guests: don't get stuck in some ivory tower but remain close to the operation whatever the size of your hotel might be.

Get involved with your team, be present, active and accessible while promoting empowerment, sense of pride and ownership.

Make a strong business case for your needs, when it comes to your relations with owners or management companies. Nobody wants you to fail.

Any other thoughts? Xavier Icardo is director of operations, Eastern Canada for MasterBUILT Canada and a bilingual operations leader with a consistent track record of improving profit and developing revenue in the hotel industry. He can be reached at: