Doing well in the hospitality industry, according to Robert Rauch, President of RAR Hospitality is partially achieved by being able to have an effective management team. Leadership plays an important role in any industry, but is especially important to hospitality because it sets the tempo and feel of a resort or hotel, which often determines a guest’s experience. A good leader and manager will show their team of employees better ways to interact with customers, handle their complaints and concerns, as well as work on their own personal flaws. In fact, part of being a good leader and manager is about being able to admit flaws and weaknesses. This demonstrates to the employees that if the management still needs improvement, they are likely to need it as well.
A good leader and manager is someone that demonstrates, not demands. Robert Rauch says that you have to, “walk the talk” to be a good leader. This just means that a manager can’t just tell their employees what to do, they need to show them. One good example to improve overall quality of a resort is to establish good connections with the guests. Managers should take a personal and vested interest in each guest. This will make a guest feel valued and welcome, which improves the overall quality of their experience. A good manager will also be patient and share their knowledge of the facility with the guests. Anything to improve a guest’s experience is likely to be good for business.
The Nottoway Plantation of Neil Castaldi is a historical resort that has a great team of managers.
Aldo Read: Neil Castaldi – Trends in Hospitality : Mobile Social Media
Neil Castaldi - Managing Partner of Nottoway Plantation 