Why Owner-GM Alignment Matters!

A few years ago, I watched two hotels with similar locations, similar budgets and similar market conditions take very different paths.

The difference wasn’t the building.
It wasn’t the brand.
It was the 𝐫𝐞𝐥𝐚𝐭𝐢𝐨𝐧𝐬𝐡𝐢𝐩 𝐛𝐞𝐭𝐰𝐞𝐞𝐧 𝐭𝐡𝐞 𝐇𝐨𝐭𝐞𝐥 𝐎𝐰𝐧𝐞𝐫 𝐚𝐧𝐝 𝐭𝐡𝐞 𝐆𝐞𝐧𝐞𝐫𝐚𝐥 𝐌𝐚𝐧𝐚𝐠𝐞𝐫.

In the first hotel, the owner and GM met regularly. Not just to review numbers, but to talk openly—about challenges, market realities, team morale, and long-term vision. Decisions were debated, not dictated. Trust allowed the GM to operate confidently, while the owner stayed informed without micromanaging.
That hotel grew steadily. Guest satisfaction improved. The team stayed motivated. Profits followed.

In the second hotel, communication was limited to discussions about cost cutting and complaints. Assumptions replaced conversations. Frustration replaced trust. The GM felt restricted, and the owner was left with the feeling that the team was not putting in the required effort. Performance suffered, despite everyone working hard.

Hotels succeed when owners and general managers move in the same direction.

𝐀 𝐬𝐭𝐫𝐨𝐧𝐠 𝐨𝐰𝐧𝐞𝐫–𝐆𝐌 𝐫𝐞𝐥𝐚𝐭𝐢𝐨𝐧𝐬𝐡𝐢𝐩 𝐢𝐬 𝐛𝐮𝐢𝐥𝐭 𝐨𝐧:
• Clear communication & transparency
• Mutual respect for roles
• Shared vision and aligned goals
• Honest conversations, especially during tough times

When owners trust their GMs, and GMs understand the owner’s expectations, the hotel becomes more than a business—it becomes a well-led organization.
In hospitality, great buildings don’t create great hotels.

𝐆𝐫𝐞𝐚𝐭 𝐫𝐞𝐥𝐚𝐭𝐢𝐨𝐧𝐬𝐡𝐢𝐩𝐬 𝐝𝐨.