David McMillan has a great blog about hospitality, with the subtext promoting his hospitality consultancy.
Here's his top ten attributes of a leader. I agree with every one.
Here's a good one.
"Bar-Fly Extraordinaire" Long before MBWA was deemed to be effective, this Luxury Hotel operator was the first and last customer in his own hotel bar where he personally knew every patron and from where he built the heart of his hotel's patronage. Losing a fortune on his arrival in this great European Capital, this hotel's value was rebuilt from the bar outwards on the strength of this great Irishman's liver. Also one of the best standup comedians I have ever known
It reminded me of Herbert Nussbaumer, not the drinking and the comedian part, but the accessibility to guests. He was a long time General Manager of the Wynyard Travelodge in Sydney's York Street, a hotel now known by a different name.
Every morning from Monday to Friday for a minimum 30 minutes he would stand in the hotel lobby at around 8.15am greeting and farewelling guests. He had no need to sit in his office and read guest feedback cards or emails, they just told him then and their about their stay.
Hotel guests loved being able to speak to the GM every morning. And he loved being able to fix up something that had gone wrong before the end of the guest's stay.