General Managers are at the helm of the ship…it’s their job to lead the strategic planning and direction of the company. To be successful, this important role requires special qualities that a great general manager should have. It’s not always about how long you’ve been in the business… you need a GM that can identify the right people for the job, remove those that aren’t producing and make sure he/she is able to nurture and develop managers into future Assistant General Managers or General Managers.

The list of critical traits revolves around people skills as well as personal characteristics. These 12 key behaviors will set you on a path to excel in a position that requires talent, dedication, and leadership.

Be willing to get your hands dirty and lead by example. No task is too small or humble. When needed, great General Managers will roll up their sleeves and pitch in. They’re happy to interact with guests and get out of the office often to gain valuable insight into the guest experience.

Be a clear communicator. General Managers maintain a wide and varied set of knowledge about all aspects of the hospitality industry. In addition to setting goals and explaining how to attain them, it’s vital to be able to share the “why” and how each task fits into the big picture. Getting everyone on the same page and moving toward a common goal is vital to improving productivity and increasing revenue.

Be accountable. The General Manager has to have the team’s back. You are responsible for the success of the team and to provide the tools needed to get there.  You also shield the team from external pressures and distractions.

Be honest and have integrity. That means holding yourself up to the highest standards of behavior and treating everyone with respect and dignity.  Great General Managers value the staff and support their decisions.

Continue to learn and grow in the industry.  Part of the job is to stay on top of industry trends, know your competition and innovate when you can. The best GMs are lifelong learners who attend conferences and take part in professional development opportunities that expose them to new ideas and experiences.

Remain calm and positive under fire.  During any given shift, there’s bound to be a crisis of one kind or another. Great General Managers look for solutions and calmly solve problems.  They also foresee potential areas for improvement and are always looking for new ways to do the same things, only better.

Be empathetic.  Showing you care for your employees, your guests and the property sets the tone for compassion and understanding. The best managers are emotionally intelligent and understand that having compassion isn’t the same as accepting poor performance.

Be a strong decision-maker.  The best managers can make swift decisions based on the information at hand.  You earn the trust of your subordinates and superiors when you make good decisions that represent the organization’s mission and present the company in a good light.

Have a laser focus.  Because so much is happening all the time and all over the organization on any given day, it’s critical to be able to prioritize and focus on the projects and problems that matter the most. Identify the top three tasks and spend most of your time focused on those that are the most impactful… keep your eye on the big picture.

Be creative.  Really successful GMs have the ability to think outside the box and come up with unique ideas. Think of ways to improve operations and serve customers better while keeping your employees motivated and happy. Decisions don’t always need to be black or white. Creative solutions create new ways to improve productivity.

Be optimistic.  In the face of struggles and potential downturns, it’s easy to get frustrated at work. Rather than express your displeasure with the current state of affairs, remain positive at all times. The team will take their cue from you and great managers know that.  At the end of the day, hospitality is all about exceptional customer service and your management style should mirror that.

Be committed. When you love your job and you’re in it for the long haul, it shows. You foster strong company culture, coach and nurture your staff, and are committed to the cause. You’re defining the mission/vision for the team and are using all the resources, time, and patience you have to pull everyone forward.