The Five Habits of An Award-Winning General Manager

*Kimpton Hotel Arras, located in Asheville, North Carolina, was directly impacted by Hurricane Helene. We extend our heartfelt support to David McCartney and his team, wishing them strength and a quick recovery during this challenging time. *

In the dynamic landscape of hospitality, leadership is not merely about making decisions; it's about envisioning the future and empowering teams to thrive amidst evolving patterns. Change is not easy. That’s why I would like to step back and share our experience with the General Manager of the Kimpton Hotel Arras, David McCartney — a visionary who recognized the necessity of embracing change and supporting tipped staff in an increasingly cashless society.

In his journey, David not only embraced change but also understood the power of habits—the small, consistent actions that drive lasting success. Habits, in this context, are more than just routines; they represent a commitment to continuous improvement and adaptability, especially in an industry where patterns and guest expectations are constantly evolving.

Habit 1: Embracing Change

In a world where cash is swiftly becoming obsolete, David recognized that the traditional practice of tipping was in peril. For tipped employees, particularly hotel housekeepers, he saw that this impact of change poses an obstacle to their livelihoods and financial stability. That’s when David championed the implementation of a cashless tipping program at Hotel Arras.

Habit 2: Fostering Understanding

Aware of the resistance to change, David prioritized clear communication and transparency between and within teams. The decision was not made lightly. He took the time to explain the rationale behind the cashless tipping program to their team, fostering understanding and buy-in. By sharing the vision and benefits of the program, he inspired trust and unity among their staff. Beyond the promise of increased earnings, his mission was rooted in a profound desire to make his employees feel appreciated and valued—an ethos that resonated deeply with his leadership philosophy.

Habit 3: Cultivating Empathy through Internal Leadership

The journey was not without its challenges. Persuading employees to embrace an additional method of receiving digital tips required patience, empathy, and steadfast determination. Yet, through his steadfast commitment to their well-being and professional growth, the leader succeeded in fostering a culture of openness and trust within his team.

Habit 4: Building Relationships

David knows that strong relationships are the foundation of any successful team. He prioritized genuine connections—not just with his staff, but with guests, partners, and stakeholders. By nurturing open lines of communication, he created an environment where feedback flows freely, trust is cultivated, and collaboration thrives. These relationships form the backbone of the hotel's success, allowing for a cohesive team that’s ready to adapt to any challenge. David's ability to build lasting relationships ensured that his team remains aligned and motivated, while guests feel personally connected to the new hotel experience.

Habit 5: Championing Appreciation

Above all, David believes in the power of appreciation. What emerged from this shared journey was more than just a technological upgrade; it was a testament to the transformative power of his leadership. He knows that a simple thank you or gesture of recognition can uplift spirits and fuel motivation. By fostering a culture of appreciation within the workplace, they've created a positive environment where team members feel valued and inspired to excel.

Conclusion:

In conclusion, David’s journey exemplifies what we saw as five essential habits of effective leadership in the hospitality industry. By embracing change, fostering understanding, cultivating empathy, building relationships and championing appreciation, he sets a shining example for leaders everywhere. As we navigate the ever-changing landscape of hospitality, let us draw inspiration from their leadership style and strive to cultivate these habits in our own professional journeys. Let us be reminded of the enduring impact of genuine leadership. In a world characterized by flux and uncertainty, it is the unwavering commitment to shared values and collective well-being that paves the way for meaningful change. In a world that's always changing, leaders like David, who care about their team can make all the difference.