Interview with a Manager on 17 Managerial Functions

My interview subject was Andy Crowell, the General Manager of the Marriott Hotel, Austin, Texas during a recent business trip. As I spoke to Mr. Crowell, it became apparent that he genuinely enjoyed his job, and appeared that he went to uncommon lengths to ensure his employees were treated well, and truly felt appreciated. Initially, Mr. Crowell wasn’t sure what I meant when I first asked him to allow me to interview him, but his eyes and face really lit up when started to hear the questions I was asking. It felt very much like he really wanted someone outside of Marriott to hear his vision of customer service and the lengths in which Marriott, and especially his property, will to so as to ensure a high customer retention and consistently high marks in customer service, satisfaction and referrals. Overall, I came away from this interview firmly believing I have finally met someone that really enjoys being in the service industry and sees it as a calling, versus just another job.

Below is a transcribed version of our conversation. My questions are identified as “Me:” and Mr. Crowell’s responses as “AC:” 

Me: Mr. Crowell, what do you know of the predefined 17 Managerial Roles?

AC: There are only 17? Based on my experience we have hundreds of roles.

Me: That’s funny. I think that most of what you are calling your hundreds of roles are covered in an umbrella title in the currently defined roles. Let me out line them to you (and then I list all 17 roles from pg 9 in the course textbook). 

AC: Well, yes, I’d guess that all I do can be lumped into those categories. I haven’t seen or heard of them put in that format before.

Me: With the roles and descriptions I just gave you, which roles would you consider apply to your day to day job?

AC: Well, being the GM of this hotel, I find myself daily in the roles of staffing, task delegator, motivator and coach, monitor, team builder and player, and operational planner.

Me: If you has to pick two of the roles you just mentioned as being the most important to your success, which two would you pick?

AC: Operational Planner and motivator.