BE KNOW DO CHART

Position of the Manager in the Company: Hotel Manager or Hotel Operations Manager

AS A MANAGER EXAMPLES
Must BE: Horrible guests are sometimes expected in a hotel. To
1. Must be FLEXIBLE cope with the problems, a hotel manager must be flexible
enough to make well-informed decisions and back-up
plans.
Hotel managers should be strong team leaders who are
2. Must be GOOD
willing to listen, boost employee morale, decisively resolve
LEADER.
issues and assign responsibility to staff members.
A Hotel Manager should communicate their expectations,
3. Must be a GOOD
needs and opinions to the staff to bring success to the
COMMUNICATOR
team.
Must KNOW:
With the rising of technology around the world, hotels
1. Must KNOW ABOUT THE
should also get in to the technological trends that could
LATEST IN HOTEL
cater the guests easily.
TECHNOLOGIES
2.Must KNOW HOW TO Sometimes it is unavoidable to receive negative reviews
RESPOND TO EVERY from guests or even staffs regarding the management of
NEGATIVE REVIEW IN A the hotel, if the manager knows how to respond to it in a
POLITE MANNER well-mannered, the issue would be addressed properly.
3. Must KNOW HOW TO
Managing and disciplining staff is to encourage them to
MANAGE AND DISCIPLINE
behave sensibly at work and obey to rules and regulations.
STAFF
Must DO: Paying attention to the guests can lead to a positive
1. PAY CLOSE ATTENTION review, a great hotel experience of the guests and gives
TO A GUEST’S the hotel a repeat visitor. The work is to cater the guests
REQUESTS. all the time so paying attention to their needs is really a
must.
A Hotel Manager should review that feedbacks of the
2. REVIEW FEEDBACK –
guests and staffs all the time to know what need to adjust
POSITIVE AND NEGATIVE
in the hotel, it is to ensure and maintain good service to
REVIEWS
the people.
Knowing which innovative methods to implement will
3. USE INNOVATIVE translate into experiences that drive real value. Smart hotel
METHODS TO ENHANCE managers don’t just do what’s needed to be done. They
GUEST EXPERIENCE predict customer behavior, anticipate problem-areas, and
go the extra mile to manage a hotel