General managers who live in their properties can feel the hotel pulse
Hotel general managers who live in their properties full-time say that they are better able to feel the pulse of the property they represent. The practice is especially common when the GM comes from a foreign country, but there are reasons why it is becoming common for native-born GMs to do it too, although some hotels are replacing GMs’ apartments with space for additional rooms.
Live-in general managers say they benefit from being able to socialise with customers, asking whether they are enjoying their stay and how they heard about the hotel. They can become better acquainted with the restaurants and the local service people. “You really get the pulse of the hotel,” says one GM. Another says that because he was in the gym early in the morning and noticed that the monitor on one of the machines wasn’t working he was able to immediately notify the hotel’s technicians.
“Having me here gives a soul to the hotel,” says one more GM. “I can say good night to the night manager on his way home. I can have breakfast and lunch in the staff cafeteria. Regular guests can meet me on the weekend. Because I live here, I have no excuses for saying I’m not here.”
[pictured: Staybridge Suites; courtesy IHG]