In the years following the global pandemic, there has been a voracious appetite for travel. According to the U.S. Travel Association, demand for leisure travel is on the rise, and it’s expected that more travelers are going to be booking group tours and experiences in the coming months.
As a result, there’s never been a more exciting time to work in the world of hotel management. Hotel operations management staff can directly impact the guest experience, often working to plan events, coordinate staff, and create unique offerings at the property.
Knowing the various hotel management careers available can help you create a pathway toward this dynamic field, which is continuing to grow and evolve over time.
The Scope of Hotel Management
The broad scope of hotel management is ideal for those passionate about the travel and hospitality industry and interested in serving in a variety of roles within their organization. Hotel operations management involves optimizing resources to maximize the profitability of the hotel, attracting and retaining the most qualified staff members, and ultimately continuing to improve the guest experience.
Importance of Hotel Management
Hotel management requires strong and effective leaders. Effective hotel management is crucial to the success of an individual property because:
- It allows the hotel to offer a culture and atmosphere amenable to guests and preferred by staff members.
- It keeps pushing the hotel forward, allowing the entire organization to meet its short-term and long-term goals.
- It ensures that every guest has a memorable stay at the hotel, which is essential to the overall success of the property.
When hotels, motels, and inns are managed by qualified business professionals who have industry-specific skills, they can increase their reach in the travel market and attract the most motivated guests to book rooms at their properties.
Central Role of a Hotel Manager
The central role of a hotel manager is to oversee the daily operations at the property, and to ensure that the hotel is meeting its short-term and long-term goals. The primary job responsibilities of hotel managers include:
- Creating, implementing, and monitoring the budget for the hotel.
- Hiring staff members who will be responsible for maintaining the property, cleaning guest rooms, welcoming guests, and preparing food for the guests staying at the hotel.
- Setting short-term and long-term goals for the property.
- Providing hotel guests with personalized customer service to meet their unique needs.
- Inspecting the property on a regular basis, including reviewing the status of guest rooms, to ensure that it meets the standards and expectations of guests staying there.
Exploring Various Roles in Hotel Management
Within the field of hotel management, there are various roles to consider. Understanding the differences between these roles will help you personalize your career pathway and pursue a hospitality management position that best aligns with your strengths, interests, and skill set.
Role of Hotel Operations Manager
A hotel operations manager is a hospitality professional responsible for overseeing all aspects of daily operations at the hotel. They are responsible for creating and managing the budget for the hotel, attracting top talent, scheduling staff, ensuring that guests’ needs are addressed in a timely manner, and overseeing all events that take place on the property. The broad scope of this position is ideal for those interested in a senior-level managerial position in the field of hospitality management.
Role of Front Desk Operations
The front desk operations manager is a middle-level manager responsible for overseeing the day-to-day operations at the hotel’s front desk. The front office is one of the foundational departments at the hotel. This department is directly responsible for taking care of guests checking into the property or checking out of their rooms. A front desk operations manager is responsible for:
- Scheduling and managing front desk staff to ensure that there are always staff members available to take care of guests.
- Ensuring that the front desk is equipped with all resources and materials needed to provide guests with an exceptional stay.
- Enacting all customer service policies and providing guests with personalized service in the event of an unforeseen issue.
Role of Food and Beverage Manager
Most hotels, regardless of their size and location, offer food and beverage services for their guests. Whether the hotel has an on-site restaurant, a poolside lounge or a room service option, the property will need a qualified food and beverage manager to streamline operations, increase revenue, and improve guest satisfaction ratings. A food and beverage manager is responsible for:
- Hiring and retaining staff members to prepare, serve, and clean up meals.
- Creating menus that appeal to guests and meet the unique dietary needs of anyone staying on the property.
- Developing a service schedule that accommodates a variety of types of guests, including business and leisure travelers, yet that also maximizes resources.
- Developing a departmental budget and managing the finances for food and beverage service at the hotel.
Role of Housekeeping Manager
Considered to be another critical department within the hotel, housekeeping is responsible for maintaining the cleanliness of the property and for maintaining all guest rooms at the hotel. A housekeeping manager must be able to:
- Ensure that the hotel is fully staffed with enough housekeepers to promptly clean all guest rooms each day.
- Develop a resource management strategy to ensure that the housekeeping department has all the cleaning equipment and supplies needed to provide guests with the best possible experience.
- Create and maintain a budget for the housekeeping department.
Role of Security Manager
The security needs of an individual hotel may vary based on the size of the property, and its location. However, nearly every hotel requires an intuitive and experienced security manager. The security manager at the hotel will often work to develop a security plan, hire adequate staff to ensure that the property is secure at all hours of the day, and create security protocols that guests and staff members must follow.
The Influence of Hotel Type on Management Roles
The responsibilities of management roles will vary significantly based on the type of hotel where a manager is working. The needs and expectations of guests at a luxury chain hotel will be distinctly different from those staying at an intimate boutique hotel.
Managing Boutique Hotels
Boutique hotels are defined by Hotel Tech Report as a smaller, independently-operated hotel known for its authentic style and distinct location. Boutique hotels often have characteristics that set them apart from other, nondescript chain hotels in the area, and many travelers are drawn to this immersive and unique experience. Managers at boutique hotels must work tirelessly to maintain the charm and atmosphere at their hotels, often catering to the needs of guests to ensure that they enjoy a personalized experience during their stay. As these properties are smaller in scale, managers can often devote more time and energy to exceptional customer service.
Managing Chain Hotels
Chain hotels are incredibly popular lodging accommodations, particularly among business and leisure travelers. Chain hotels offer guests assurance, as these properties are known for their consistency and their general appeal. Regardless of where a traveler is heading, they know that they can count on the reputation of chain hotels, and they can make their bookings accordingly. Managers at chain hotels often must focus on large-scale operations, and they are often required to adhere to corporate standards in policies to provide all guests with the expected experience during their stay.
Managing Resorts
While hotels focus primarily on providing guests with a place to sleep and eat during their stay, resorts often strive to provide their guests with an all-inclusive experience. The best luxury resorts include premier amenities, such as swimming pools, activity schedules, excursions, spas, fitness centers, and more. Managing resorts requires a certain level of expertise and attention to detail, as there are many moving parts that must come together each day to give each guest an exceptional experience. Resort managers often must focus on day-to-day operations as well as personalized customer service, as each guest wants to get the most value out of their time at the resort.
Overcoming Challenges in Hotel Management
Any career in management requires you to be an adept problem-solver, and hotel management careers are no exception. Whether you focus on event planning in hotels or you oversee food and beverage service for your property, you may find that you encounter some of these common challenges in hotel management:
Challenge of Hiring Staff
Staff shortages are plaguing industries across all sectors, but the hospitality industry has long been accustomed to the challenges of hiring staff. Finding the right people to work at hotels, and keeping them engaged to reduce turnover rates, can be particularly difficult for hotel managers. Some of the best strategies that hotel managers can use to increase their application rates and reduce staff turnover rates include:
- Posting available jobs on niche industry sites, to attract the most motivated and qualified candidates.
- Sharing job opportunities on social media.
- Providing a clear description of the company culture, job responsibilities, and expectations.
- Creating and implementing a strong onboarding experience that makes new hires immediately feel like an invested part of the team.
Challenge of Ensuring Guest Experience
Naturally, the guest experience is a top priority at all hotels, regardless of their size or location. Not only should managers work to address customer service issues when they arrive, but they also need to proactively work to create an atmosphere that lends itself to a positive guest experience.
Amadeus Hospitality notes that hotel operations management staff can improve the guest experience by:
- Focusing on the basics and ensuring that all guests have a clean room and comfortable accommodations.
- Trying to personalize the experience for each guest whenever possible.
- Listening to guests and resolving any issues that arise as promptly as possible.
Challenge of Revenue Management
Revenue management is an ongoing challenge for hotel managers, particularly as they work to keep room rates affordable while still providing guests with a valuable experience. Cvent notes that hotel managers can improve revenue management by:
- Implementing variable pricing strategies.
- Analyzing the competition and acting accordingly.
- Utilizing guest segmentation to boost repeat bookings.
- Targeting new market segments to increase bookings across different demographics.
Challenge of Operational Efficiency
Streamlining operations at a hotel can be difficult, particularly because there are so many moving parts on any given day. The efficiency of your operations may vary based on the number of staff members you have available, the number of guests staying in the hotel, and the events taking place in and around the area. Hotel managers can improve operational efficiency by:
- Investing in mobile technology so that staff members can better balance administrative tasks with customer service.
- Soliciting feedback from guests so that you know where to focus your efforts on.
- Harvesting data so that you can make targeted and strategic decisions about your hotel operations.
Key Elements of Successful Hotel Management
Successfully managing a hotel requires a delicate balance of skill and attention to detail. These are some of the key elements necessary to effective hotel management:
Effective Communication
Hotel managers at all levels must be excellent communicators. The hotel management team is responsible for promptly addressing guest concerns and ensuring that staff complete all daily tasks. Hotel managers need to rely on a variety of communication channels and tools to relay clear, concise, and actionable information to both staff and guests.
Employee Recognition Programs
Retention is critical to managing an effective hotel staff, and managers who implement employee recognition programs are more likely to retain top talent. Employee recognition programs help staff members feel like a valued part of the team, plus showcase the staff members’ skills and qualities to the guests staying on the property. Employee recognition programs can help build a sense of connection and community within a hotel, which can improve the staff morale as well as the overall guest experience.
Technology Integration
Integrating the most advanced hotel technology into your property can help you elevate the guest experience as well as improve the atmosphere for your staff members as well. Modern travelers are craving a tech-inspired experience, one in which smart technology is embedded into every guest room. Smart TVs, electronic keys, and mobile food ordering are just a few types of technology that guests expect at their hotels.
To add, when you implement the right hotel management technology at your property, your staff will be able to spend less time on administrative tasks and more time providing all guests with the personalized experience that they deserve.
How Crucial Is a Hotel General Manager?
A general hotel manager is a senior-level manager who oversees all management staff at the hotel, and who focuses on the larger picture rather than on day-to-day operations. Depending on the size of the hotel and its location in the community, a general manager may be a crucial component of the hotel’s overall success.
What Impact Does a General Manager Have on Hotel Operations?
A general manager can:
- Develop a dynamic booking and room pricing strategy.
- Grow the hotel’s brand and online visibility.
- Increase revenue and drive bookings.
- Cultivate a highly skilled staff that can deliver the experience guests have come to expect from the hotel.
Prepare for the Leading Hotel Management Careers at Florida Technical College
At Florida Technical College, we offer a Bachelor of Science in Hospitality Management with an emphasis on restaurant and food service, allowing you to develop the comprehensive knowledge and advanced skills needed to launch a career in hotel management. In addition to becoming proficient in the universal business skills required to navigate a career in hospitality management, you will also learn about the trends shaping the hospitality industry today.
Request more information about our skills-based, online degree programs today.
These examples are intended to serve only as a general guide of possible employment opportunities. There are many factors that determine the job an individual may obtain and Florida Technical College cannot guarantee its graduates any particular job. Some positions may require license or other certifications. We encourage you to research the requirements for the particular position you desire.
Sources
https://www.ftccollege.edu/program/bachelors-degree/bachelors-degree-in-hospitality-management-with-emphasis-in-restaurant-and-food-service/
https://www.cvent.com/en/blog/hospitality/hotel-operations-management
https://hoteltechreport.com/news/hotel-operations
https://www.cloudbeds.com/articles/hotel-operations/
https://www.bls.gov/ooh/management/lodging-managers.htm#tab-2
https://www.ustravel.org/research/monthly-travel-data-report
https://www.linkedin.com/pulse/importance-leadership-hotels-coenrad-a-groenewald-mphil-mba-/
https://hoteltechreport.com/news/boutique-hotel
https://blog.hiringthing.com/hospitality-recruiting-challenge-solutions
https://www.amadeus-hospitality.com/guest-satisfaction/
https://www.cvent.com/en/blog/hospitality/hotel-revenue-management
https://www.linkedin.com/pulse/5-ways-supercharge-your-hotels-operational-efficiency-60-butlrai-cy26f/
