It’s clear many of us know exactly which qualities make a good Hotel Manager, or even a great Hotel Manager – characteristics which might be personal or professional (carry on reading or watch the video).

But, I believe it’s not just being aware of these qualities, but further still being a person who can reflect on their habitual daily behaviour and furthermore are able to Successfully apply a Simple Ladder of Achievement to all of these behaviours and qualities:

1.   Being a person who deserves a high level of respect. Our kindness, fairness, caring, trustworthiness, emotional stability, empathy and compassion are part of who we are as people on a personal level.

2.   Exhibiting strong communication skills that help us communicate with customers and colleagues, sometimes at their worst life moments.

3.   Effectively using our critical-thinking skills to solve and identify problems to improve service and customer care.

4.   Our attention to detail, which helps us follow detailed orders from colleagues and individualise each customer’s service needs.

5.   Time management and delegation skills which help us keep up with customer service responsibilities throughout our shifts.

6.   Our ability to be flexible and adapt to changing scenarios and situations during the shift and as time passes by.

7.   Being a team player that works fluidly with customers, interdisciplinary departmental teams and other hotel stakeholders through-out the day.

We can develop and strengthen all of these skills during our years of education, training and practice – which make people respect and admire any Hotel Manager.

Or maybe we should be looking at something more Holistic ….

If our Hotel is in a position of esteem in the minds and hearts of our local business communities, this is positive proof that we are good at what we do. If we are privileged to be allowed into customers’ lives in the most personal ways at the most important times. Again, this is proof we are performing how we should be. If our Hotel Guests talk with us and ask for and remember us when they return, and if the Hotel Guests talk about us in surveys and write letters of gratitude about us. You know you have truly climbed to the top of the Ladder of Achievement as a Hotel Manager!

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