| Our previous articles did focus on hotel owners and | | | | smile (important in Thailand); never participate in |
| investor's shortcomings, their habits and mistakes. | | | | certain staff activities, never respect certain things |
| This article I like to focus on the shortcomings of | | | | like a spirit house. |
| some general managers. A general manager is a | | | | - The Manager only complaints! |
| leading position that can lead to either failure or | | | | Yes, there are managers who focus more on the |
| success. | | | | problems than on solutions. Some inexperienced |
| The below are some of the comments we get from | | | | manager don't understand that there are always |
| hotel owners and investors when they are talking to | | | | changes in plan, changes in lay-out and changes in |
| us about their hotel manager or general manager | | | | design during construction when working for the |
| here in Thailand. | | | | opening of a hotel. Some changes are the result of |
| We trust that you see our articles as a benefit for | | | | poor planning, some changes are needed for |
| hoteliers, owners and investors at all times. However, | | | | unforeseen obstacles, and then, some changes are |
| knowing the industry well, I foresee that this article | | | | needed because of certain misunderstanding or |
| might well trigger lots of comments. | | | | mistakes which is human. |
| However, we all have to be open-minded and accept | | | | - The Manager doesn't prioritize during pre-opening. |
| that there are also managers, not only owners and | | | | Some manager just cannot focus on importance. The |
| investors, who are in-capable and who take | | | | owner worries on how to finish the hotel as the |
| advantage of others and abuse their authorities. We | | | | construction company is not performing as |
| also have to accept that some managers have even | | | | promised. One case I experienced, the manager |
| shortcomings in ethics and personal values. | | | | only talked for over two weeks about his comfort |
| The below did actually happen! | | | | and standard of his own living such as "my |
| - The Manager and Suppliers | | | | temporary apartment is not comfortable enough!". |
| One manager I got to know of one general manager | | | | It is not wrong at all, but hearing about his apartment |
| who never stopped recommending certain suppliers | | | | over weeks but never hearing about his work plan as |
| and it was found that he did receive commission on | | | | a general manger may actually give a-not-so-good |
| the sale of utensils, equipments and other goods | | | | impression to the owners. Hotel and resort |
| from at least two of the supplier he recommended. | | | | openings are always rough and need 100% |
| Commission and leader is like "water and oil" in term | | | | commitment and dedication. Focusing only on one's |
| of ethical practices! Leadership style has a problem if | | | | own comfort without focusing on work might give |
| this subject is rumored, raised, discussed. | | | | owners the wrong impression about the manager. |
| - Sales and Marketing | | | | - Consider the owner when prioritize the work. |
| At least twice -as I know, the appointed opening | | | | Many times the manager and owner see the |
| general manager who has also been in charge for | | | | importance of outstanding "To Do's" differently. As |
| sales and marketing of two small scale resorts did | | | | the manager is in the operation more often than the |
| cheat the owners with room revenues from travel | | | | owner, the manager tries to prioritize what needs to |
| agents. As the resorts were in the pre-opening | | | | be addressed and many times the ‘owner issues' |
| stage, the resort owners have not yet set up the | | | | are not on this list. As every manager and owner in |
| proper company accounts. The un-ethical managers | | | | this world has his or her own habits and views, this |
| did give their own bank account numbers to agents | | | | becomes fast an issue with the owner. May be, it is |
| for payments. In one case, the damage was over 5 | | | | not general manager's priority, but it is important for |
| Million Thai Baht!! | | | | owner. To avoid clash between GM and owner, |
| - Entertainment and Complimentary | | | | consider owner's priority as well. |
| All too often the manager entertains people who | | | | - The Manager is not professional |
| don't bring any benefit for the business. | | | | Yes, this also does happen! There are managers |
| Complimentary room nights for friends, lots of | | | | who are not ethical and unprofessional and only want |
| dinners and drinks for buddies are given! Some | | | | to have his or her personal gain. I experienced one |
| managers did argue about that and say the privilege | | | | resort where the new manager during pre-opening |
| to entertain friends and others come with the | | | | did not lead the preparation and implementation of |
| position. I do not agree! If this benefit is not written | | | | any hotel policies and procedures at all. He only |
| in a contract or on a approved benefit list, the | | | | wanted to get the authority to make FF&E |
| manager should be a sample to other managers and | | | | purchases. Without any focus on preparing a policy |
| show most ethical behavior. In my opinion it is not | | | | for cash use, purchase policy, accounting standards |
| acceptable to have 2000-3000 us$ entertainment bill | | | | etc, the manager only wanted cash to go buy things |
| for friends who don't bring any benefit to the | | | | himself. Everyone wondered why he also needs a |
| business. | | | | purchasing manager. |
| - The Manager only sits in the office. | | | | Manager should never forget, in a country like |
| Yes, this disturbs many owners. I do not disagree | | | | Thailand where kickbacks and commissions are |
| that some ‘office based' managers in certain | | | | everywhere, the manager soon will lose the respect |
| operations are very effective indeed. However, for | | | | and trust of the owners as the objective of every |
| smaller boutique resorts and hotels, no system beat | | | | owner will be to avoid cash and to have transparent |
| an ‘on the floor' manager with ongoing staff and | | | | accounting and purchasing policies in place. |
| guest contact. | | | | There is much more to be written about this! |
| - The Manager doesn't understand the culture! | | | | I sincerely hope that the above will help some |
| Several times I hear the owners telling me that their | | | | managers to understand the Thai owners and |
| manager don't understand Thai culture. | | | | investors better and the above tips should result in a |
| Some owners just want their manager to ‘blend | | | | longer lasting business relationship between owners |
| in' a little more, but the manager don't want. | | | | and managers. |
| What owners most comment to me is that their | | | | ©Klaus R. |
| manager never "Wai" (Thai greeting gesture); never | | | | |