The GM I?ll never be: Part deux
The “I’m-going-to-pretend-I-am-fancy-and-above-you” GM: If you mean part two, then why not just say that instead of brushing off your high school French? There’s a time for pomp and circumstance, like when you have royalty in house or something, but let’s not put on a show during our everyday life, okay? We don’t need to throw in words most people have never heard of or slip in foreign languages in most cases. Capisce? (That’s Italian for “understand” and an exception for some of us.)
The “I-have-no-idea-what-your-name-is” GM: If you know your top clients’ names (and I sure hope you do), you should know your team members’ names. They know your name, and you should certainly know theirs. It’s not your job — it’s a common courtesy.
The “stroll-in-at-10:00-and-never-attend-morning-stand-up” GM: One of the best ways to get a rundown of the day and the most important happenings is attending morning stand ups/departmental briefings. If you like to roll in whenever you choose in the morning, chances are you’re going to be rolling out of your position in the near future.
The “guest-in-my-own-hotel” GM: If you are taking the parking spot smack dab in front of the hotel for the day, ordering room service to your office, too good for the cuisine of the employee cafeteria and too busy to be MOD, then do yourself a favor and make a reservation someplace where you can be a guest of a hotel. Your hotel is not the place.
The “I-am-too-serious-and-important-to-laugh-and-smile” GM: We are in the business of being hospitable. So show your pearly whites, crack a joke, laugh like you mean it and have fun. As the saying goes, if you love what you do, then you’ll never have to work a day in your life. Be HUMAN!
The “I-will-bark-orders-and-tell-you-what-to-do” GM: If you ask someone to do something instead of telling them to do something, they will likely do it with a smile. And you don’t have to add “now” to the end of every order. Your staff has a greater sense of urgency and ownership than you might realize. Over time, those who bark orders tend to have it come back and bite them (yes, pun intended).
The “I-need-an-invite-to-walk-the-back-of-house” GM: I alluded to this in the last post when I asked when the last time you did room inspections was. The same holds true for all areas of the hotel. Walk, talk to the team (whom you call by name, of course), listen, then walk some more. You learn, you engage and you see what’s working and what can be improved.
The “it-just-took-me-longer-to-ask-you-to-do-this-than-if-I-did-it-myself” GM: Let’s say Carol sits one office away from you. You call Joan, who is two floors up, and tell her that you need Carol to do X, Y and Z. Then Joan calls you back because Carol had a question with the direction. You answer Joan, who then needs to call Carol back and clarify. This also violates #6 on the list (remember to ask with a smile?). And get your own coffee.
The “I’ll-be-damned-if-I-meet-a-deadline-or-show-up-on-time-for-a-meeting” GM: You see that fancy Rolex on your wrist? Use it. Set it 10 minutes fast if you must. Lead by example and respect everyone’s time as if it was your own.
In closing (I know, finally), when I wrote the first post, it was a list of traits I prefer not to attach to my management style. When reading all of the responses I got the feeling most of them came from those other than GMs. If you have constructive feedback, if you are frustrated, my advice is to go talk to your GM. If you let him/her know what it is that is troubling you, they will likely appreciate it, as there is a very good chance they might not even know their style is negatively affecting the team. Trust me when I say every GM wants his or her team to be happy and satisfied. Great GMs are only as great as the people surrounding them, and remember, GMs are people too, and we all make mistakes sometimes.