94 How Hotel General Managers Communicate: Professional Language for Exceptional Service

This professional development program is designed for aspiring and current hospitality leaders who wish to master the specific linguistic nuances, emotional intelligence, and strategic communication required at the executive level. In the luxury hotel environment, the General Manager (GM) is the primary narrator of the brand’s story. This course focuses on the "Language of Leadership"—the ability to pivot seamlessly between high-level financial reporting to owners and empathetic, service-oriented dialogue with guests and staff. Module 1: The Executive Voice and Brand Advocacy 1.1 The Anatomy of Executive Presence 1.2 Brand Storytelling 1.3 The Art of the Pre-Shift Briefing 1.4 Networking for Hoteliers 1.5 Adapting Tone for Different Stakeholders: Module 2: Communicating Financial and Operational Success 2.1 The Language of Profitability 2.2 Presenting to Ownership 2.3 Capital Expenditure (CapEx) Persuasion 2.4 Strategic Goal Setting 2.5 Writing Executive Summaries Module 3: Service Recovery and High-Stakes Diplomacy 3.1 The De-escalation Script 3.2 The Art of the Apology 3.3 Negotiating with Vendors 3.4 Handling Online Reputation 3.5 Crisis Communication Module 4: Internal Leadership and Emotional Intelligence 4.1 Coaching through Inquiry 4.2 The Language of Inclusion 4.3 Delivering Difficult News 4.4 Recognition and Praise 4.5 Conflict Resolution between Departments Module 5: Digital Presence and Public Relations 5.1 The LinkedIn Presence 5.2 Media Relations and Interviews 5.3 Internal Email Etiquette 5.4 Public Speaking for the GM 5.5 The Future of AI in GM Communication