To say that today’s hotel GM has had to evolve is an understatement. In part, the change in the GM can be attributed to technology, but it is also due to the growing needs and expectations of travelers, and the evolving influence of hotel owners on operations.

In the past, a GM typically earned the title by going through the ranks of the hotel, primarily through food and beverage, as development in that discipline typically yields a good cost control understanding. While this track still produces some strong leaders, the truth is the core competencies of a GM have evolved. Cost control is no longer the No. 1 most critical skill for the hotel’s leading role. Today’s strongest GMs are relationship-building experts and project managers—skills that often emerge from a sales or communication background. Below I have outlined some of the many hats that GMs wear.

Reputation manager

Apple, Inc.

1

Why it’s admired:

Apple has had a rough time lately with its stock price in a free fall and the widely publicized failure of its Maps feature. However, it remains a financial juggernaut, posting $13 billion in net income last quarter, making it the most profitable company in the world during that period. The company has its fanatical customer base, and it still refuses to compete on price, making the iconic iPhone and iPad products that are still widely seen as prestige devices. Competition may be stiff, but so far it remains behind: In Q4 2012, the iPhone 5 was the world’s best selling smartphone, followed in second place by the iPhone 4S. —OA

Headquarters:

Cupertino, CA

Website: www.apple.com

Google

2

Why it’s admired:

Ever since Bob Sutton wrote The No Asshole Rule, there's been a pretty broad movement underway to eradicate dysfunctional jerks from the workplace. I've got a problem with that for a number of reasons.

1. Judging character is entirely subjective. Beauty is in the eye of the beholder. So are most human attributes. And different business cultures accept different types of behavior.

2. Everyone's a jerk sometimes. Even you.

3. Jerks have a right to work too. And they can be great workers. Bosses, too.

All that said, there are lots of very good reasons why, all things being equal, you should at least try to be nice to people, especially in this era of social media and political correctness.

Now, don't get me wrong. I'm not saying you should be a pushover, a doormat, weak, or any other negative quality that people often associate with being nice. You can be a fierce competitor, a strong leader who fights to win and takes no prisoners, and still be nice. Fair. Professional.

And you should, because it's good for your career and your business. Not only that, but it'll probably make you happier, too. Here's why.

Speedy Check-In Lets Hotel Guests Bypass Front Desk
By JULIE WEED
Published: March 18, 2013
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Hotels are changing the way guests check in to their rooms, eliminating the traditional stop at the front desk to speed up, simplify and, in some cases, personalize the process.
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J. Emilio Flores for The New York Times
A concierge, standing, using an iPad to register a guest at the Andaz West Hollywood hotel in California.
When guests arrive at citizenM, a small, boutique hotel in Amsterdam, Glasgow and London, they check in at a kiosk and go straight up to their rooms, stopping only to speak to a roving hotel “ambassador” if they have a question. The kiosk was designed to be easy to use, said Kelly Blakey, a spokeswoman for the hotel, because most travelers are encountering it for the first time.