A Christmas Wish

Earlier this year, someone asked me what makes a general manager successful. As we embrace the holiday spirit, I wanted to revisit these vital insights for you to reflect on, embrace, and incorporate into your daily routines and work ethic. I am genuinely grateful for each one of you and all the hard work you dedicate to your teams, our guests, and the Brand. I am incredibly proud to be part of our remarkable RRI West family.

Communicate: 

Effective communication with your hotel staff is essential for maintaining smooth operations and ensuring a high level of service. Clear and consistent communication helps to align team members with the hotel's goals, fosters collaboration, and minimizes misunderstandings. By keeping staff informed and engaged, you create an environment where employees feel valued and are more likely to deliver exceptional guest experiences. Regular communication also allows for timely feedback, which is crucial for continuous improvement and addressing any issues before they escalate.

Engage Employees:

Engaging your employees is a key factor in boosting morale and self-esteem within the workplace. When employees feel involved and valued, their sense of purpose and job satisfaction increases, leading to higher motivation and productivity. Providing opportunities for meaningful engagement, such as recognizing achievements, encouraging input, and offering professional development, helps build confidence and a positive work environment. This, in turn, fosters loyalty, reduces turnover, and enhances the overall performance of your team, creating a thriving and supportive workplace culture.

Inspecting Guestrooms: 

Regularly inspecting guest rooms is crucial for maintaining the high standards of cleanliness and comfort that guests expect. These inspections help identify and address any issues, such as maintenance needs, cleanliness concerns, or missing amenities, before they impact the guest experience. By ensuring that each room is in top condition, you demonstrate a commitment to quality and attention to detail, which can lead to increased guest satisfaction and repeat business. Inspections also provide an opportunity to reinforce team accountability and maintain consistency across the property.

Online Reputation:  

A strong, positive online presence can attract more customers, enhance your brand image, and set you apart from the competition. By actively managing and responding to online reviews, you demonstrate a commitment to guest satisfaction and show that you value feedback. Regularly monitoring your online reputation allows you to address concerns promptly, celebrate successes, and make informed improvements. A well-maintained online reputation not only drives business but also fosters trust and loyalty among your guests.

Being Present: 

Being present in your hotel is essential for effective leadership and operational success. When you are visible and actively engaged with both staff and guests, you foster a sense of trust and approachability. Your presence allows you to address issues in real-time, provide immediate support, and make informed decisions based on firsthand observations. It also sets a positive example for your team, showing that you are committed to the hotel's success and the well-being of everyone involved. By being present, you can better understand the daily dynamics of your hotel and create a more connected, responsive environment.

Holiday Reflections

The foundation of our success is built on several key principles that we continue to prioritize and develop. Effective communication is at the heart of everything we do, ensuring that we stay on the same page and move forward together. By fostering collaboration, we create an environment where teamwork thrives, leading to more innovative solutions and a stronger sense of community.

Creating a thriving workplace culture is crucial. It's where commitment to detail and accountability come into play, ensuring excellence in every task we undertake. Celebrating our successes not only boosts morale but also motivates us to reach even higher.

We are always ready to make necessary improvements, staying agile and responsive to the everchanging demands of our industry. Being present and setting a positive example are essential practices that inspire and guide our teams. Staying connected, being responsive—these are the behaviors that reinforce our commitment to each other and to our goals.

Together, these principles shape our approach and drive our collective success.

From me and all of us on the Training Team we wish you all a Merry Christmas and Happy Holidays.

The Power of Follow-Through: Doing What You Said You Would Do

As hotel managers, your role goes far beyond day-to-day operations; you are the driving force behind guest satisfaction, team morale, and the overall success of your property. In such a demanding environment, one principle stands out as essential for achieving excellence: doing what you said you would do. Follow-through, while seemingly simple, is a cornerstone of effective leadership and a critical factor in building trust, both with your team and your guests.

The Foundation of Trust

At the heart of any successful hotel operation is trust, and as a manager, you are responsible for building and maintaining it. Your promises, whether to your team or to guests, set expectations. Following through on those promises reinforces confidence in your leadership and assures everyone that they are in capable hands.

For example, if you commit to addressing a guest complaint or adjusting staffing schedules based on employee needs, and then fail to act, it weakens trust. On the other hand, when you consistently follow through, you create an environment where guests and employees alike know they can rely on you, no matter the situation.

Enhancing Guest Experience

In the hospitality industry, guest experience is paramount. One of the most significant ways to enhancethat experience is by ensuring that promises made to guests are fulfilled. Whether it’s an upgradedroom, a special amenity, or a personalized service request, guests remember when you deliver on your word—and when you don’t.

A guest who is promised a quiet room or a complimentary late checkout will judge the entire stay based on whether that promise was kept. These small commitments, when honored, build loyalty and encourage positive reviews. Failing to follow through on even minor details can lead to dissatisfaction and the sense that the hotel isn’t as reliable as expected.

Leading by Example

As a manager, you set the tone for your entire team. If your team sees that you consistently follow through on your commitments, they will be more likely to do the same. You are the standard-bearer for the hotel's service culture. When you demonstrate reliability and accountability, it naturally encourages the same from your staff.

For instance, if a staff member brings an issue to your attention and you commit to resolving it, how you handle that situation communicates volumes. Promptly following through shows that you value your employees' concerns, which in turn boosts morale and trust. Your actions signal that reliability is not just an expectation but a part of the workplace culture.

Accountability: Holding Yourself and Others Responsible

Accountability is at the core of effective hotel management. To build a culture of follow-through, you need to hold yourself accountable first. Stay organized, set realistic goals, and be clear about what you can and cannot commit to. It’s easy to say “yes” in the moment, but overpromising and underdelivering can erode trust faster than anything else.

One strategy is to make sure commitments are trackable. Use checklists, delegate when necessary, and follow up on key tasks. This not only helps you stay on top of your own promises but also ensures your team can be held accountable for their responsibilities.

When commitments are missed, it’s crucial to address them head-on. A culture of accountability isn’t about perfection—it’s about acknowledging when things fall short and taking proactive steps to make it right.

Building Long-Term Relationships

When you follow through consistently, it does more than just solve immediate issues—it builds longterm relationships. This is true not only with guests but also with your team.

For guests, reliability fosters trust. Repeat guests often return because they know they can count on the consistency of service. If you said their next visit will include a complimentary upgrade, or you’ve promised to remember a special request, honoring that creates a bond that keeps them coming back.

For employees, following through on what you’ve committed to builds a strong sense of loyalty andrespect. Your team will be more motivated and willing to go the extra mile if they see you consistently doing the same. A team that trusts its leader is a team that performs at its best.

Handling Missed Commitments

Of course, even the best managers will sometimes fall short. The key in these moments is how you respond. When a commitment isn’t met, acknowledge the mistake quickly and take ownership of it. This transparency helps preserve trust.

For example, if a guest’s request is missed or delayed, immediately apologize and offer a solution or compensation. It’s not about never making mistakes—it’s about how you recover from them. Often, guests and employees are more impressed by how you handle setbacks than by the setback itself.

Consistency is Key

The idea of doing what you said you would do is simple, but its impact is profound. As hotel managers, your reliability sets the stage for every other success, from guest satisfaction to team performance. By consistently following through on your promises, you create a foundation of trust that will elevate your hotel's operations and reputation. In the fast-paced and ever-changing world of hospitality, your ability to do what you said you would do can make all the difference.

HotelKey Job Aids

We've added new job aids for HotelKey on WEST Edge. If you haven't explored them yet, I encourage you to log in and visit the Featured Playlist to see what’s new. These resources are designed to help you succeed, so take advantage of them!

• HotelKey - Balancing Security Deposits - BizLibrary LMS - Home

• HotelKey - Posting & Refunding Security Deposit - BizLibrary LMS - Home

• HotelKey - Creating Housekeeping Assignments - BizLibrary LMS - Home

• HotelKey - How to Process Adjustments - BizLibrary LMS - Home

And many more...