Q&A: What’s it like to work at an airport hotel?

Q&A with Andre Martin, area general manager, Crowne Plaza Atlanta Airport Hotel, Holiday Inn Atlanta Airport South Hotel, Atlanta, Georgia.

Hcareers: How many direct reports do you have? How large is your staff?

AM: I have seven direct reports and approximately 120 staff members at the Crowne Plaza property. The Holiday Inn Atlanta Airport South hotel is also my responsibility, with approximately 70 staff members.

Hcareers: How do you spend your day as you manage operations? How is your time divided? What are your primary areas of focus and responsibilities?

AM: There are several areas on my list: Establish and implement revenue generating and financial performance strategies. Engage my staff and ensure they all are aware of our targets and know how they can individually contribute toward achieving them. Identify performance gaps and take action to correct them. Hire right, hold leaders accountable and focus on our guests’ expectations. Participate in daily operations meetings, weekly leadership meetings at both hotels, and periodic meetings for committees and specialties. At the end of the day, our goal is to deliver true hospitality to our guests, and everyone on the team, regardless of position, plays a critical role in achieving this goal.

Hcareers: What are the most challenging aspects of your job?

AM: Ongoing challenges include inspiring excellence in everything we do and making sure we lead by example, balancing fiscal responsibilities of the operation with the long-term investment costs involved.

Hcareers: What can entry-level (non-management) employees do to make themselves more visible, in order to get promoted, especially at a large hotel property?

AM: Show true interest in what you can do to make a difference in your position and deliver consistent performance. Be reliable and demonstrate the ability to take on more. Seek guidance and feedback from your supervisor. Be flexible and supportive of your team and take advantage of training opportunities that are available.

Hcareers: What career-pathing advice can you offer those who wish to grow into hotel management positions?

AM: Become an expert at your job and show initiative. Be reliable and learn all you can about it and seek feedback from your supervisor. Show a desire to do more and excel at non-routing projects or assignments.