The Inverted Organizational Chart: Understanding Who Really Leads a Hotel

One way to represent the organisation within a hotel is through a chart I use in training sessions and leadership talks. It is known as an inverted organisational chart, or organisational pyramid, and, as you can see, the General Manager is at the bottom of the hierarchy. At the top is the guest. Guests are the reason we are here. This guest-focused approach creates alignment throughout the hotel. Our mission is to ensure that every guest leaves satisfied and wants to return, thereby building guest loyalty. This is where the oft-repeated phrase, attributed to so many people, gains meaning: "If you take good care of your employees, employees will take good care of your customers." This belief is the foundation of who we are and what we believe in as a company. After all, we are a hotel. I say that we have two types of customers: external customers, our guests, and internal customers, the hotel’s people team. I do not like the term employee, and whenever I need to refer to staff, I have to pause and think of the right term to give them the importance they deserve. I believe that frontline staff are the most important people in the hotel because they serve the guest. The role of supervisors, managers and the leadership team, therefore, is:

• Support the frontline and remove barriers to doing a good job.
• Lead and help people do their jobs better.
  • This means that managers support the frontline by:
    • Showing concern for their team (and it must be genuine).
    • Resolving their problems quickly and fairly.
    • Above all, treating people with dignity, kindness and respect.

To achieve this, leaders must develop working relationships with their teams that are based on mutual trust. This is the cornerstone of our culture, and the challenge is to keep this idea alive as the company grows. As leaders, it is therefore our job to set the direction and create an environment in which people focus on our guests. To set the tone for outstanding service, which requires extensive coaching and leadership. Putting the General Manager at the bottom of the pyramid shows that the leader truly works for the people who work with them. I see my role as doing whatever is necessary to win and retain guests. To create this environment, I have tried to capture the following key operating principles:

Select the Right People

Work hard to select the right people, using whatever tools are necessary, and seek out people whose talents predispose them to deliver great service and who have the greatest potential to fit our culture.

Invest in Training

My emphasis on training reflects the corporate culture of the companies where I have worked. Invest in developing the skills and knowledge of the people team, giving them the tools to succeed. Also provide them with an operating framework (operating procedures) that forms the basis of that training.

Create an Empowered Team

The above combination of training and standards creates empowered people who have the authority, responsibility and confidence to do their jobs.

Recognise and Promote

Recognition in any organisation takes many forms in order to create a positive environment. One of the best ways to show appreciation is through promotion. Our team trusts us and acts in our best interests. Finally, I believe that a General Manager must be hands-on. A hands-on manager stays close to the guest and close to the staff, and hands-on managers never forget who is making them successful. Take steps to prioritise guest satisfaction and create a positive work environment by implementing the principles discussed in this article. Use an inverted organisational chart, invest in employee training and development, empower them to make decisions, recognise their contributions and promote from within. As a leader, remember that your role is to support your team and remove barriers for them, while prioritising the needs of both external and internal customers. Let us work together to create a culture of trust, respect and outstanding service.