RSBA & Associates 
Hospitality Consulting Services
400 Spear Street, Suite 106
San Francisco, CA 94105
Email: [email protected]
Web site:
 Hotel Success Hinges on Relationship Between
Owner, Asset Manager, GM
Without proper vision, planning and communication,
the relationship can be adversarial and destructive
by Rick Swig, August 2004

The Relationships between the owner, asset manager, management company and general manager are crucial to the success of a hotel. The General Manager is the critical link between the vision of ownership and its interpretation by the management company. More often, this link is not necessarily linear but in the form of a triangle, when the owner, possibly through a designated asset manager, takes an active role in the hotel’s operations. 

With all due respect to owners/asset managers and management companies, the GM is the person who really operates the hotel. The GM implements the owner’s vision and achieves the goals, nurtures and sustains the hotel’s human resources and is the person who must take ultimate responsibility for the success or failure of the asset. 

The GM reports to multiple masters, responding both to the owner’s and management company’s expectations.  As a result, clear protocols of communication and accountability must be established, as well as a measurement technique for success.

Ownership should strive to identify and communicate a clear set of goals to the management company and GM.  Each hotel owner has different expectations and exit strategies for assets from short-term custodial roles to a long-term holds. The GM must understand the priorities of the owner/asset manager to fulfill his or her mission, including the development of a realistic business plan that covers financial budgets, cash flow projections, capital improvement requirements and marketing strategies. A focus on the basics, such as customer service, human resources, product and profit is also an integral part of the GM’s role, as are active participation in hotel sales department activities, financial management and communication to the owner/asset manager regarding the property’s operating status.

Returning phone calls and completing projects for both the owner and management company can inhibit a GM’s ability to manage the hotel properly. Preventative mechanisms include scheduling meetings with the owner to discuss periodic progress, adherence to the business plan and general physical plant issues, with notes taken and action steps assigned with deadlines; the distribution of daily reports plus monthly financial statements with written explanation of operational progress and deviation from plan; and the immediate disclosure and distribution of information regarding unexpected challenges related to ownership risk or deviation from the business plan. 

There are no good surprises. Information, positive or negative, should never be withheld by management. In all cases, communication must be proactive and truthful without assumption or ownership’s pre-existing knowledge or awareness. The GM’s goal is to educate the owner whenever possible and to supply solid information, which builds trust between ownership and the GM. Information flow should abide by the requirements of the management agreement and the needs of the owner. 

Owners measure success by achievement of the business plan and expected cash flows. In some circumstances, success might also be measured on the ability of the manager to enhance asset value for sale to another party. Alignment of interests between owner and manager should be basic and include maximized market RevPAR penetration; above average customer satisfaction; the highest potential of competitive operating margins; employee retention percentage, employee morale and safety; and physical asset preservation

Owners today involve themselves in their hotel assets and in dialogue with the GM. This does not mean that management companies have become less valuable, as it is still important to recognize that the management company is hired to supply resources that an owner is not prepared to provide. A smart owner should gain an understanding of and exploit the depth of its management company’s resources as part of the management agreement and the associated fee.

The synergies created by the owner-management company-GM relationship allow a “win-win-win” for all parties. Alternatively, without proper vision, planning and communication, the relationship can be adversarial and destructive. 

Rick Swig is president of RSBA & Associates, a hospitality industry consulting firm based in San Francisco. He may be contacted at [email protected].

RSBA & Associates
400 Spear Street, Suite 106
San Francisco, CA 94105
E:mail:   [email protected]
Tel:  (415) 541-7722
Fax: (415) 541-5333

Rick Swig Article Index:
Hotel Operators Can Gain Market Share Through Distinctive Brand Images; A 100-room boutique hotel can develop more identity within a market than its 1,000-room competitor  through customer impact points / Rick Swig / May 2004
Hotel Operators Must Share Blame with the Economy for Stagnant Performance / Rick Swig / RSBA Associates / January 2004
Investors Seeking Opportunistic Hotel Buys Are Likely to Come Up Empty Handed  / November 2003
Hotel Sector Remains in the Game Despite Reaching Strike Three; Occupancies are now beginning to improve compared with last year and a poor first half of 2003 / September 2003
Some Stability Has Returned to the Hotel Sector, But Its Staying Power Is in Question; The Plundering of Lower Market Tiers Has Cost Upscale Hotels / May 2003
New Business Practices Essential to Lodging Companies’ Success / February 2003
Unreliable Market Trends Yield an Uncertain Direction / October 2002
The Bigger They Are, The Harder They Fall / September 2002
News of Boutiques’ Demise Is Greatly Exaggerated  / May 2002
Management by Spreadsheet Erodes Full-Service Hotel Core Values / Feb 2002
Hotel Lenders Face Challenges In Tough Climate / October 2001
Where We Are Now Depends on Starting Point / Summer 2001
Solid Management Practices Can Improve Franchise Value / May 2001
Hotel Market Stagnation To Continue / January 2001
Here Today…but Tomorrow? / November 2000
Ready, Willing, and Unable? / August 2000
Independent Hotels: The New Brand Alternative / June 2000
Ankle Biter Syndrome / January 2000
Redefining a Mature Hotel Sector / November 1999
Focus On Operations Is Not Enough / August 1999
What’s Next?? / May 1999
Growth Through Management  / Feb 1999
Expect a Subdued Market in 1999 / Feb 1999
Hotel Real Estate: Back to Fundamentals / Nov 1998
The Hotel Investment Barometer For Institutional Investors / 1998
The State of Independents / 1998
Success (or Survival) of Boutique Hotels and Resorts / 1998

Search Hotel Online
Home| Welcome!| Hospitality News| Classifieds| Catalogs & Pricing| Viewpoint Forum| Ideas/Trends
Please contact Hotel.Online with your comments and suggestions.