Hotel General Managers

Abstract

A survey of 77 general managers in large hotels (over 500 rooms) in the United States shows that the general manager is primarily focused on basic business considerations, most particularly revenue measures. The study also indicates that the career track to reach general manager has changed as a result of what appears to be a flattening of the hotel organization (fewer middle managers) and the diminishing importance of food and beverage management. Asked what topics should be added to hospitality-education programs, the respondents suggested that personnel-related topics (e.g., human-resources management, leadership) should be emphasized, along with the more general need for additional hands-on learning. The study also unearthed an intriguing undercurrent of distrust for currently popular management theories. The GMs in this study reported a dim view of the effectiveness of total quality management, even though they consider it important that GMs master TQM-related techniques, such as benchmarking and empowerment.