What do you do if your hotel manager's performance is underwhelming?
When you book a hotel stay, you expect a certain level of service and management quality. However, there are times when the hotel manager's performance might not meet your expectations. This can impact the overall quality of your stay, leaving you with a less-than-satisfactory experience. It's important to know how to address this issue effectively to ensure that your concerns are heard and that any necessary improvements can be made.
The first step in addressing underwhelming performance by a hotel manager is to clearly identify the issues. These could range from poor customer service, inadequate problem resolution, or even lack of attention to facility maintenance. It's essential to pinpoint specific instances where the manager's performance fell short. This will help you articulate your concerns in a constructive manner and provide clear feedback that can be acted upon.
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At this level of management, if it’s someone new to the position, the issue could well be of someone being promoted too fast or unfairly and now finding themselves ill prepared for this role. Shadowing a GM, assigning a mentor, providing training could be steps. If this is not a new person in the position, the problem could be one of motivation. Personal or professional factors could be at play and causing a seasoned manager to start under performing.
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> Document specific instances where the manager's performance falls short. > This could be cleanliness issues, guest complaints, or operational problems. > If comfortable, consider a polite, one-on-one conversation with the manager. > Express your concerns and offer suggestions for improvement. > If direct communication isn't feasible, or the manager is unresponsive, report your concerns discreetly to the hotel's corporate office or ownership group.
Before approaching the hotel manager or higher authorities, gather any evidence of the underwhelming performance. This can include photographs, written records of your experiences, or any communication you've had with the hotel staff. Having concrete examples will strengthen your case and will demonstrate that your concerns are based on actual events, not just perceptions.
Once you have your concerns and evidence organized, it's crucial to communicate them tactfully. Approach the hotel manager calmly and professionally, explaining the issues you've encountered and presenting your evidence. Avoid confrontational language and focus on how the situation has affected your stay. The goal is to initiate a dialogue that can lead to improvements rather than assigning blame.
When discussing the issues with the hotel manager, it's helpful to suggest potential solutions. This shows that you are not just complaining but are interested in helping to improve the situation. Whether it's additional training for staff, changes in procedures, or maintenance work, offering constructive suggestions can be beneficial for both parties.
If the hotel manager does not respond adequately to your concerns, you may need to escalate the matter. This could mean contacting the hotel's corporate office or the manager's supervisor. When doing so, remain professional and provide all the documentation of your previous attempts to resolve the issue with the hotel manager.
After addressing the situation, take some time to reflect on the outcome and review any changes or improvements made. If your feedback has been acted upon and the service has improved, it's worth acknowledging this. If not, consider sharing your experience through a review or by choosing a different hotel for your next stay. Your feedback is valuable for future travelers and for the hotel's ongoing commitment to service quality.
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As a bar manager, when I notice underperformance from a hotel manager, I start by pinpointing specific areas for improvement. I discuss these issues privately, providing clear feedback and examples. Together, we set achievable goals with timelines for improvement. I ensure the manager has the necessary resources and training. I regularly monitor their progress, and if there's no improvement, I consider reassignment or replacement, ensuring all steps are documented for HR compliance. This approach helps maintain our professional standards effectively.
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