Hotel manager: Job
description
A hotel
manager is responsible for the day-to-day management of a hotel and its staff.
They have commercial accountability for budgeting and financial management,
planning, organizing and directing all hotel services, including front-of-house
(reception, concierge, and reservations), food and beverage operations, and
housekeeping. In larger hotels, managers often have a specific remit (guest
services, accounting, and marketing) and make up a general management team. While
taking a strategic overview and planning to maximize profits, the manager must
also pay attention to the details, setting the example for staff to deliver a
standard of service and presentation that meets guests' needs and expectations.
Business and people management are equally important elements.
Typical work activities
Work
activities vary depending on the size and type of hotel, but may include:
·
planning
and organizing accommodation, catering and other hotel services;
·
promoting
and marketing the business;
·
managing
budgets and financial plans as well as controlling expenditure;
·
maintaining
statistical and financial records;
·
setting
and achieving sales and profit targets;
·
analyzing
sales figures and devising marketing and revenue management strategies;
·
recruiting,
training and monitoring staff;
·
planning
work schedules for individuals and teams;
·
meeting
and greeting customers;
·
dealing
with customer complaints and comments;
·
addressing
problems and troubleshooting;
·
ensuring
events and conferences run smoothly;
·
supervising
maintenance, supplies, renovations and furnishings;
·
dealing
with contractors and suppliers;
·
ensuring
security is effective;
·
carrying
out inspections of property and services;
·
Ensuring
compliance with licensing laws, health and safety and other statutory
regulations.
The
manager of a large hotel may have less contact with guests but will have
regular meetings with heads of department to coordinate and monitor the
progress of business strategies. In a smaller establishment, the manager is much
more hands-on and involved in the day-to-day running of the hotel, which may
include carrying out reception duties or serving meals if the need arises.
Although this area of
work is open to all graduates and those with an HND, a degree in the following
subjects may increase your chances:
·
hotel and hospitality
management;
·
business or management;
·
business with languages;
·
travel, tourism or
leisure studies.
Entry to manage a
particular environment within the hotel or hotel group, for example advertising
or accounting, may require a relevant qualification or professional
accreditation.
Some of the management
training programmes run by large hotel groups are for graduate entry only, for
which a minimum 2:2 degree is usually required. It is possible to enter hotel
management without a degree, HND or foundation degree, since employers place a
lot of emphasis on relevant experience. A general standard of education is
sought and many people then work their way up to management through on-the-job
training and external qualifications.
A postgraduate
qualification is not normally necessary for entry unless your first degree is
in a non-relevant subject or you lack work experience. Masters, diploma and
certificate courses in hotel and/or hospitality management are offered at
various institutions. Many of these courses are open to graduates from any
discipline with little or no experience, as well as non-graduates with
significant hotel or managerial experience.
Employers often ask for
relevant work experience, not all of which needs to have been in a hotel,
although this is particularly helpful. Other experience might include any
customer-focused work such as catering, bar or retail work. Language skills may
also be an advantage, especially for hotels which are part of an international
chain.
Candidates will need to
show evidence of the following:
·
a friendly personality
and genuine desire to help and please others;
·
ability to think clearly
and make quick decisions;
·
numeracy and logistical
planning skills;
·
a professional manner
and calm, rational approach in hectic situations;
·
ability to balance
customer and business priorities;
·
flexibility and a 'can
do' mentality;
·
energy and patience;
·
excellent communication
and interpersonal skills, especially when dealing with speakers of other
languages.
It is important for
anyone planning to specialise early on in their hotel management career to
select a first job with care, as some hotel groups offer wider opportunities
including events, sales, marketing, human resources and training.
Some large hotel groups operate graduate recruitment programmes for managers, although they are not the only route to top management posts. The length of training varies but is usually between one and two years, with the aim being to create future operations managers.
Graduate programmes differ depending on the employer but, as a general guide, hotels seek to provide graduates with as wide an understanding of the operation as possible. Trainees spend time posted in operational roles such as food and beverage management, which includes restaurants, bars, room service, conference and banqueting. Another typical role is in rooms management, where trainees cover reception, reservations, guest relations, the concierge desk and housekeeping.
Accommodation managers are
employed in both the private and public sectors, by conference centres, hotels,
halls of residences, NHS hospitals and health worker housing, government-run
care homes, housing associations and youth hostels.
It is the accommodation manager’s
responsibility to ensure that their establishment is run efficiently, that
standards of cleanliness and maintenance are upheld (in rooms, bathrooms and
public areas), that budgets are controlled and that their teams of staff are
well trained and managed.
Job titles vary depending on the
sector: in hotels, accommodation managers may be known as housekeepers or
housekeeping managers; in education, such as in halls of residences, they may
be known as domestic bursars; and in hospitals as domestic services or
facilities managers.
Typical work activities
Accommodation managers across all
sectors and establishments have similar managerial responsibilities that often
cover people and the building. Common tasks include people management and
training, budget control, business planning and administration. Exact duties
and levels of responsibility vary from position to position. For example, in a
large hotel chain an accommodation manager’s role may be restricted to
housekeeping and be more clearly defined than in a smaller independent hotel.
Domestic bursars within the education sector sometimes assume responsibility
for catering operations.
In hotel accommodation, typical
activities include:
·
ensuring that accommodation is clean, well maintained and attractively
presented;
·
controlling a budget, managing stock levels and ordering supplies;
·
liaising with reception services to coordinate the allocation of
accommodation;
·
liaising with other departments within the organisation, e.g.
catering or conferences;
·
planning staff rotas and covering duty roster slots;
·
arranging repairs and maintenance of rooms and reception areas;
·
inspecting the accommodation to ensure that hygiene and health and
safety regulations are met;
·
recruiting and supervising teams of room attendants;
·
training staff to ensure that the organisation’s high standards
are maintained;
·
arranging laundry and linen supplies.
Many of the above activities are
also common for accommodation managers in hostels, but work will usually be on
a smaller scale.
In educational/hospital
accommodation, typical activities include:
·
planning the availability of accommodation for students or
conference delegates (education) or for nursing and medical staff (hospitals);
·
budgeting and controlling finances;
·
managing maintenance and arranging repairs of the facilities;
·
supervising the work of cleaning staff and ensuring standards are
maintained;
·
ensuring the smooth running of accommodation facilities, including
the safety and well-being of students (or nursing staff);
·
involvement in the building and refurbishment of residential
accommodation.
Accommodation managers may be
involved in some practical or hands-on work depending on the establishment, but
their role is mainly supervisory, with people management constituting a significant
proportion of their role. Increasingly, they are required to manage staff
employed by contractors, as opposed to in-house teams, and therefore need to be
able to handle rapid staff turnover and ensure all new staff are fully aware of
policies and procedures.
On successful completion
of the programme, trainees will be placed as heads of department or assistant
managers.
Throughout the
programme, graduates are supported and coached by senior managers and personal
development plans are mutually agreed. Regular progress reviews are conducted.
Much of the training is
in-house but external qualifications may also be taken, including S/NVQs.
Specialist courses in customer service, finance, revenue management, marketing,
human resources and food safety are likely to form part of the training where
required.
An MBA qualification is
an increasingly popular way for managers to improve their business skills.
Many senior managers have also obtained financial and accounting qualifications
or experience.