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The case of the disappearing General Manager

Are hotel behemoths throttling individuality with relentless consolidation and a one-size-fits-all template? Whatever happened to that ol' fashioned one-on-one?

Instead of hotel general managers going the extra mile to make sure guests are well taken care of, today, they are more often glued to computer screens, spouting KPIs and ROI and RevPar metrics.

WE ALL recall the dapper hotel general manager who shook hands with an endless stream of guests as he welcomed them to his particular piece of paradise. He knew many by name and they in turn warmed to his compliments, promising to return. That was how the hospitality business earned its brand...

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