Becoming an Extraordinary Hotel Manager

The hotel managers who get hired, promoted, and remembered aren't just good operators. They're the ones who solve problems no one asked them to solve, build teams people want to work for, and turn properties into places guests remember.

Here's what sets them apart.

Master the Fundamentals (But Don't Stop There)

You can't innovate if you can't execute. Get the basics locked down first.

Do this:

  • Build predictable systems. 8am property walks, Tuesday department one-on-ones, monthly P&L deep dives. No exceptions

  • Track what matters. Keep a running file of your wins: EBITDA improvements, RevPAR growth, TripAdvisor climbs, retention rates

  • When you mess up, own it fast. Acknowledge, apologise, fix it, then exceed expectations to rebuild trust

  • Be readable. Handle crises, celebrate wins, and communicate bad news the same way every time. Teams trust predictable leaders

The test: Could your team predict how you'd handle a 2am crisis? If yes, you've built consistency.

Think Like an Innovator

Great managers don't wait for corporate to solve problems. They experiment, test, and build.

Do this:

  • Solve one recurring guest complaint with a new system this month. Turn a pain point into a signature experience

  • Run small experiments. Test a new check-in flow. Try a different breakfast layout. Track results. Scale what works

  • Steal smart ideas. Visit competitor properties. Follow hotel tech blogs. Adapt what you see to your context

  • Create "only here" moments. What can guests experience at your property that they can't get anywhere else? Build it

  • Ask your team for ideas. Front desk and housekeeping see problems you don't. Reward the best suggestions with visible implementation

The test: Can you name three things you've changed in the last six months based on guest feedback or staff ideas?

Build Sustainability Into Everything

Sustainability isn't a department. It's a mindset that saves money and builds brand.

Do this:

  • Start with easy wins. LED bulbs, linen reuse programmes, food waste tracking. Show ROI in the first quarter

  • Make it visible to guests. Tell the story. "Our solar panels power 40% of this property." Guests want to stay at responsible hotels

  • Involve your team. Let housekeeping lead towel reuse programmes. Let F&B own food waste reduction. Ownership drives results

  • Track and report. Measure water use, energy consumption, waste diversion. Share progress monthly with your team and ownership

  • Think long term. Sustainable properties have lower operating costs, higher staff retention, and better guest loyalty. This isn't charity, it's strategy

The test: Can you tell ownership exactly how much money your sustainability initiatives saved this year?

Develop Your People (Even If They Leave)

Your reputation as a manager is built on the people you grow, not the tasks you complete.

Do this:

  • Mentor beyond your walls. Help other managers in your market. Share frameworks. Make introductions. Generosity compounds

  • Build your bench. Identify your next three promotions. Give them stretch assignments now

  • Teach the "why" behind the work. Help your F&B manager understand revenue strategy. Show housekeeping how their work impacts reviews

  • Create signature moves. Handwritten welcome notes for new hires. Monthly coffee with line staff. Walk-and-talk coaching sessions. Be memorable

  • Let people leave well. When great staff get better opportunities, celebrate them. They'll send talent back to you

The test: Do people call you for career advice when you have nothing to gain?

Show Up With Intention

Your presence sets the tone. Neutrality makes you forgettable.

Do this:

  • Walk briefings with energy. Your mood becomes the team's mood

  • Make your communication worth reading. Clear subject lines, bullet points, no fluff

  • What you inspect first is what your team prioritises. Be intentional about where you look

  • Don't script yourself into corporate speak. If you're warm, lead warm. If you're analytical, own it. Authenticity beats polish

  • Define your non-negotiables. Staff welfare? Owning every complaint? Transparent communication? Write them down. Stand for something specific

The test: If you left tomorrow, would your team describe you with stories or just job titles?

Think Revenue, Not Just Operations

You can't just "run operations" anymore. Speak the language of money.

Do this:

  • Understand your P&L deeply. Know your cost per occupied room, your labour cost percentage, your flow-through

  • Learn distribution strategy. Where do your bookings come from? What's your commission cost per channel? How do you shift mix?

  • Build revenue partnerships. Work with your sales team on packages. Collaborate with F&B on upsells. Own incremental revenue, not just cost control

  • Track guest lifetime value. A repeat guest is worth 10x a one-time guest. Invest accordingly

  • Talk money with ownership. Show ROI on every investment you propose. Make their decisions easy

The test: Can you explain this month's GOP variance in three sentences or less?

Deliver More Than Expected

Your value isn't what's in your job description. It's the invisible extras that make you unforgettable.

Do this:

  • Stack unrequested wins. Send a competitor analysis no one asked for. Build a dashboard. Create an SOP that solves a recurring problem

  • Make your boss's life easier. Make ownership feel confident. Make your team feel supported. Reduce friction for everyone around you

  • Invest in yourself visibly. Courses, certifications, conferences. Show you're growing

  • Volunteer for the hard stuff. Task forces, pilot programmes, turnaround projects. Raise your hand when others step back

The test: If ownership paid you based on results after the fact, would they pay more or less than your current salary?

Your Daily Check-In

Ask yourself every day:

  • Did my presence today create momentum?

  • Did I solve a problem no one asked me to solve?

  • Did I help someone grow?

  • Did I make a decision that's good for guests and good for business?

  • Did I deliver more than expected?

Answer yes most days, and you won't chase promotions. Promotions will chase you.

Ready to Level Up?

If you're a hotel manager looking to accelerate your growth, Éclat Hospitality's General Managers' Programme can help.

We work with hospitality leaders to:

  • Build systems that scale

  • Develop strategic skills in revenue, sustainability, and innovation

  • Position you for bigger roles with clarity and confidence

This isn't generic training. It's personalised, practical, and built for managers who want to be extraordinary.

Interested? Reach out at p.bedi@eclathospitality.com or WhatsApp +91 9872000604

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