Tim Cordon Regional Director UAE, Egypt, Jordan and Oman, The Rezidor Hotel Group tells Hotel News ME how technology is impacting the role of a GM.
“Like most industries the expansion and universal adoption of technology has been the biggest driver of change, coupled with the change in expectation from our guests that this technology brings. Just look at how social media has changed the way we respond to guest comments and feedback. ”
He adds: “Today it is all about immediacy and instantaneous service response. There are opportunities to use the tools we now have available, but we must not forget why we are here – to look after our guests and make sure they have a superb experience every minute they spend with us. I think a good GM is the right GM for that specific hotel at that specific time and of course, leadership skills are critical; the ability to lead rather than manage is what tends to make the difference.”
And with the ever demanding nature of the industry, Cordon concludes: “Hotels are a complex 24-hour operation and it is obviously not possible for one person to be there at every moment so it’s all about the people. The days of screaming across the room at people and micro-managing every situation are gone and have been replaced by real measured feedback and a level of empowerment in good people that fosters growth and additional responsibility.”