Hiring the Perfect Resort General Manager: What Qualities Should You Prioritize?

Selecting the right resort general manager is a pivotal decision for the success of any hotel or resort. This key role demands a unique blend of skills, experience, and personal qualities to ensure smooth operations, exceptional guest experiences, and sustainable revenue growth. In this comprehensive article, we explain what to look for when hiring a resort general manager, encompassing their responsibilities, the essential qualities required, tips on the hiring process, and how to support them once they are on board.

Responsibilities of a Resort General Manager

The role of hotel managers is multifaceted, and their responsibilities span various aspects of resort management. To make an informed hiring decision, it is crucial to understand the core responsibilities associated with the role:

  • Team Leadership: The resort general manager is the captain of the team, responsible for leading and motivating associates from various departments within the resort. Effective team leadership is essential to achieving a harmonious and efficient work environment.

  • Guest Experience: Ensuring an exceptional guest experience is at the heart of the hospitality industry. The resort general manager plays a pivotal role in maintaining high standards of guest service and satisfaction, making this responsibility central to their role.

  • Financial Management: The financial health of the resort is a significant responsibility. This includes revenue management, budgeting, and cost control. The manager must develop and execute financial strategies to maximize revenue.

  • Property Management: Overseeing the condition and maintenance of the resort property is crucial. The manager needs supervisory skills as they are responsible for ensuring that the property consistently meets high standards, creating a safe and pleasant environment for guests and staff.

  • Sales and Marketing: To drive business growth, the hotel manager must employ effective sales and marketing strategies. These strategies are essential for attracting new guests and retaining loyal patrons.

  • Personnel and Training: Hiring, training, and managing a diverse team of staff is a significant aspect of the role. The manager must also foster a positive work culture and encourage professional growth among associates.

  • Operations: Efficiently managing daily operations involves handling accounts payable, overseeing inventory management, and ensuring the smooth flow of all operational activities within the resort.

  • Safety and Security: Guest and staff safety and security are paramount. The resort general manager is responsible for implementing safety standards, maintaining appearance standards, and proactively monitoring for suspicious activities.

Qualities to Look For in Resort General Managers

Property managers and resort general managers need to exhibit a wide variety of skills in order to effectively run a hotel. They are part of the executive committee that facilitate the daily functioning of your establishment so it is essential that they have the relevant skills to do their jobs successfully. Below are some of the key qualities you should look for in resort general managers. 

Communication Skills

Effective communication skills are indispensable in hotel management, especially in the dynamic hospitality industry. Hotel managers need to interact with diverse teams and hotel guests daily, making these interpersonal skills and soft skills vital to being a team player and maintaining a positive work culture.

Clear and efficient communication fosters guest satisfaction and ensures that the staff is aligned with the hotel’s goals and standards. In the hotel industry, the ability to convey information and resolve issues through effective communication and active listening is pivotal for successful hotel management.

Organizational Skills

Organizational skills are paramount in hotel management as they ensure the seamless coordination of various functions within the hotel environment. A successful hotel relies on precise plans and efficient execution of these plans, so your applicant needs to have the relevant organizational skills to ensure everything runs smoothly.

The ability to manage hotel staff effectively, adhere to property policies, and demonstrate a deep knowledge of hotel operations is contingent on strong organizational skills. Whether it’s developing an action plan for daily operations or implementing strategies for guest satisfaction, a well-structured organization is the cornerstone of a thriving hotel business.

Customer Service Skills

Customer service skills are paramount for hotel management applicants as they are the key to ensuring guest satisfaction and loyalty. Hotel managers are the face of the establishment, and their ability to provide exceptional customer service sets the tone for the entire guest experience. Effective communication, active listening, and a genuine desire to meet guest needs are essential traits that create an environment where exceptional service thrives. Applicants with a strong focus on customer service are better equipped to uphold the service culture of the hospitality business and ensure guests have a positive and memorable stay.

Positive Attitude 

A positive attitude is important for hotel management applicants as it permeates the work environment and influences the entire team, setting a high standard for everyone. A positive attitude fosters a culture of hospitality, making staff and guests feel welcome and valued. In a role where ultimate responsibility lies with the manager, maintaining a positive attitude, even in challenging situations, is vital.

It sets an example for employees, motivating them to provide exceptional service. Applicants with a positive demeanor are more likely to create a work environment where corrective actions are constructive, capital expenditures are well-managed, and the team is inspired to deliver exceptional service consistently.

Analytical Skills

Analytical skills are essential for hotel management applicants because they play a significant role in decision-making and operational efficiency. Managers often deal with various aspects of the property, from managing equipment and department schedules to implementing capital expenditure plans and inventory control. Analytical skills are essential in assessing revenue generation strategies, tracking financial performance, and optimizing business operations.

Effective negotiation skills are vital when dealing with property owners, vendors, and partners, ensuring that the hotel’s interests are protected and that resources are used efficiently. Applicants with strong analytical and problem-solving skills are better equipped to make data-driven decisions that positively impact the hotel’s performance and service culture.

11 Tips on the Hiring Process

Hiring the right resort general manager requires a strategic approach, here are tips to help you find the perfect job applicant:

  • Define Your Needs: Clearly outline the qualifications, experience, and skills you expect from a general manager. Consider the specific requirements of your resort, such as the size, location, and target market.
  • Conduct a Thorough Search: Use multiple channels to advertise the position, including online job boards, industry-specific websites, and networking within the hospitality sector. You can also hire a professional recruitment agency specializing in the hospitality industry.
  • Review Resumes and Applications: Carefully review all resumes and applications to shortlist candidates who meet your criteria. Look for candidates with relevant experience in resort management, leadership skills, and a strong track record of success.
  • Interview Process: Conduct in-depth interviews with the shortlisted candidates. Ask questions about their experience managing resorts, their leadership style, their approach to guest satisfaction, and how they handle challenging situations.
  • Panel Interviews: Involve key stakeholders, such as department heads and senior executives, in the interview process. This ensures that the selected candidate aligns with the expectations and needs of various departments.
  • Evaluate Leadership Style: Assess a candidate’s leadership style and whether it aligns with the culture and values of your resort. Different resorts may require different leadership approaches.
  • Cultural Fit: Assess whether the candidate’s values and work ethic align with your resort’s culture and mission. A general manager should be a cultural fit to lead effectively.
  • Trial Period: If feasible, offer a trial period or contract for a specific duration to assess the candidate’s performance in a real work environment before making a long-term commitment.
  • Salary and Benefits: Determine a competitive compensation package based on industry standards, location, and the candidate’s experience. Include benefits like health insurance, vacation time, and any other perks your resort offers.
  • Transition Plan: If hiring from outside the organization, develop a transition plan to ensure a smooth handover of responsibilities from the outgoing general manager to the new hire.
  • Legal Considerations: Ensure that the hiring process complies with all labor laws, non-discrimination laws, and regulations specific to your region.

 

How to Support Resort General Managers After Hiring

Once you’ve hired a resort general manager, it’s vital to provide ongoing support to ensure their success in the role:

  • Onboarding: Implement a comprehensive onboarding process to acquaint the new manager with the resort’s specific policies, procedures, and culture.
  • Mentorship: Assign a mentor or provide access to resources and support to help the new manager acclimate to their role and the resort.
  • Professional Development: Encourage ongoing professional development through mandatory job training, workshops, and access to industry resources. This ensures that the manager stays updated with the latest industry trends and best practices.
  • Communication: Maintain open and transparent communication channels to address concerns, provide feedback, and align the Manager with the resort’s goals and objectives.
  • Feedback and Evaluation: Regularly evaluate the manager’s performance and provide constructive feedback. This helps them grow and adapt to evolving business demands.
  • Empowerment: Empower the general manager to make decisions and take initiative within the scope of their role. This instills a sense of ownership and responsibility.

Hospitality Recruitment Services

At Hospitality Management Jobs, we offer a comprehensive suite of recruitment services to streamline and enhance your hospitality staffing needs. Our platform simplifies the recruitment process by connecting employers with the most qualified candidates. We provide tailored job postings that reach a highly targeted audience of skilled professionals in the hospitality industry.

Our advanced search and filtering options enable employers to find the perfect match for their specific requirements. With Hospitality Management Jobs, finding the right talent for your hotel or restaurant has never been easier!

Frequently Asked Questions

When hiring resort managers, essential qualifications include a bachelor’s degree in hospitality management or a related field, substantial experience in the hospitality industry, particularly in managerial roles, strong leadership and communication skills, a proven track record of successful resort management, in-depth knowledge of the resort’s specific market and customer base, and the ability to adapt to changing industry trends and ensure exceptional guest experiences. 

An applicant’s previous hotel experience plays a pivotal role in the hiring process for several reasons. It demonstrates their familiarity with the unique demands of the hospitality industry, an understanding of guest expectations, and the ability to navigate the intricacies of hotel operations. Experience in various roles within the hotel, especially in management or supervisory positions, showcases their leadership and problem-solving skills. Furthermore, a strong track record of success in prior roles can instill confidence in the applicant’s ability to contribute to the success and growth of the new hotel or resort.

Communication skills are evaluated during the hiring process through various methods, including the candidate’s resume, cover letter, and initial application materials. During interviews, recruiters assess the candidate’s ability to articulate thoughts clearly, listen actively, and engage in meaningful dialogue. Behavioral interview questions can uncover how the candidate handles challenging communication scenarios. Group exercises or role-play scenarios may be used to gauge how well they interact with others and convey information effectively. 

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Chloë St-Cyr

Chloë St-Cyr

Chloë St-Cyr’s passion for the world of hospitality was ignited early on, and her career blossomed as she explored the far reaches of the globe. Having worked in opulent resorts and boutique hideaways, she gained firsthand knowledge of the intricacies that make or break an unforgettable guest experience.

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