Customer Journey

Effective Management Styles for Hotels

When analysing the culture and values of a hotel there are a variety of contributing factors and leadership/management styles that create that culture. A hotel should be considered an ecosystem with many contributing factors that portray strength and good health when well managed. This will lead to an enhanced customer experience and increased demand for your property.

What is hotel management?

Hotel management is the oversight of every facet of the business. However, there are many intricacies involved in managing a property. It requires an acquired knowledge of areas such as marketing, administration, asset management, staff management, customer service and distribution management just to name a few. 


In an industry that is always changing with different technologies and trends a manager needs to be agile in their approach. Another valuable insight is to not be afraid to learn new skills. As the requirements for hotel management are very broad it’s expected that new and even long-term managers will have skills they could always improve on. Especially when taking into consideration that every property has its own unique identity that attracts different types of guests. 

Effective Hotel Management styles

Considering the unique nature of many different properties, there is no one way that a property should be managed. However, there are a variety of different management styles that have been proven to be effective within the hospitality management space. Depending on your skill set and the variables your property should determine which one of these styles you should favour more. It is important to note that due to the dynamic behaviour of the industry, not one leadership style should be used, however a combination of a few if not all should be seen and used. 

Servant leadership

Servant leadership maintains a focus on serving the needs and interests of others, rather than ruling with an iron fist by imposing authority and control. Servant leaders possess the traits of being humble, empathetic, and compassionate, and seek to create a positive and supportive environment for both their staff and guests. They understand their team and know their strengths and weaknesses delegating tasks according to those skills. Feedback is encouraged, always wanting to improve finding new and innovative ways to do things. This style of leadership is very beneficial within the hotel management space, as it can foster a culture of trust, respect, and loyalty among the staff and guests. Enhancing the quality of service and customer satisfaction. 

Transformational leadership 


Transformation leadership has the aim to inspire and motivate others to achieve a shared vision/mission and to transform themselves and the organisation for the better. The key traits a transformational leader possesses are charisma, visionary, and passionate, and they communicate their goals and values clearly and persuasively. They challenge staff to grow and develop their skills and potential also recognising the good they do supporting their achievements. This style of leadership can be effective for hotel management, as it creates a sense of purpose, commitment and enthusiasm among staff and guests, driving performance, innovation and competitiveness of the property. 


Situational leadership 


Situational leadership is a style that adapts to different situations, contexts and needs of the staff and the guests. Situational leaders possess the skills of being flexible, versatile, and responsive, as they use different leadership behaviours and strategies depending on the level of experience and confidence of their team. Also, they can adapt to different complex and urgent matters with an appropriate and effective fix for their issues. Some styles of approach they use are directive, supportive, participative, or delegative to name a few. The benefit of this leadership style within the industry is that it helps a manager confront the diverse and dynamic nature of the hotel industry, to exceed the expectations of staff and guests. 


Strategic leadership


Strategic leadership is a style that is a forward-thinking approach to all planning and decisions that a hotel will make. With a focus on goal setting both in the short and long term, directing resources and making decisions to work toward goals. Strategic leaders have skills more related to the business side of things, such as environmental analysis, and the ability to set attainable goals for their team. However, they possess a strong range of emotional intelligence to get the best out of their team. This is highly beneficial within the accommodation industry, as long-term success and sustainability are the cornerstone of any property, especially due to the volatile and competitive nature of the industry.

Common skills 

Again it’s important to note that you should not use one sole leadership style however, the combination of a few is ideal. Across all these styles of leadership, many common skills are required to do all effectively. The following skills compile the makings of an effective hotel manager. 

Communication Skills:

Clear and effective communication with staff, guests, and other stakeholders. Active listening to understand concerns and feedback from both employees and guests.

Customer Service Orientation:

A strong focus on providing exceptional customer service. Empathy and the ability to anticipate and meet the needs of diverse guests.

Team Building:

Building and maintaining cohesive and motivated teams. Encouraging a positive and collaborative work environment.

Flexibility and Adaptability:

The ability to adapt to changing circumstances and handle unexpected challenges. Flexibility in managing diverse tasks and responsibilities.

Problem Solving:

Effective decision-making and problem-solving skills to address issues promptly. The ability to remain calm and make informed decisions under pressure.

Time Management:

Efficiently managing time and resources to meet operational goals. Prioritising tasks based on urgency and importance.

Negotiation and Conflict Resolution:

Skillful negotiation in dealing with suppliers, and partners, and resolving conflicts among staff. The ability to find mutually beneficial solutions.

Financial Acumen:

Understanding of budgeting, cost control, and financial management. Monitoring key performance indicators to ensure financial success.

Innovative Thinking:

Encouraging and fostering innovation within the team. Embracing new technologies and trends to enhance guest experiences.

Leadership by Example:

Leading through actions that reflect the values and standards of the hotel. Demonstrating a strong work ethic and commitment to excellence.

Training and Development:

Investing in the training and development of staff to enhance their skills. Supporting career growth and succession planning within the organization.

Marketing and Sales Knowledge:

Understanding marketing strategies to promote the hotel effectively. Collaborating with the sales team to drive revenue and occupancy.

Emotional Intelligence:

Recognising and managing one’s own emotions and understanding the emotions of others. Building strong interpersonal relationships with both staff and guests.

Risk Management:

Identifying potential risks and implementing strategies to mitigate them. Ensuring the safety and security of both staff and guests.

Management technology that can help streamline your management processes 


The use of a Property Management System (PMS) is common practice within the accommodation industry. A fully automated system can streamline your management processes allowing you to focus on guest experience. With the use of solutions such as a channel manager, you can optimise your online presence with no additional time consumption on your end. Another beneficial solution allowing for guest experience to be enhanced is the use of a payment solution. This allows for a seamless check-in and out process allowing for payments to be made online saving the hassle of in-person payment. Utilising a PMS that can have a channel manager and payment solution integrated directly into the system should be at the top of your management needs. This allows for management optimisation creating a plethora of benefits for you, your guest and your property. 

Our Solution

GuestPoint Offers an all-inclusive PMS with a fully integrated channel manager and payment solution. Tailored to streamline your management procedures allowing for your property to run toward its maximum potential. Allowing for the customer experience to be at the forefront of your management process. 

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