Nature of the Work
Hotel managers are responsible for the efficient and profitable operation of their establishments. In a small hotel, motel, or inn with a limited staff, a single manager may direct all aspects of operations. However, large hotels may employ hundreds of workers, and the manager may be aided by a number of assistant managers assigned among departments responsible for various aspects of operations. The general manager has overall responsibility for the operation of the hotel and sets room rates, allocates funds to departments, approves expenditures, and establishes standards for service to guests, decor, housekeeping, food quality, and banquet operations.
Resident managers live in hotels and are on call 24 hours a day to resolve any problems or emergencies. As the most senior assistant manager, they oversee the day-to-day operations of the hotel. In many hotels, the general manager also serves as the resident manager.
Executive housekeepers are responsible for insuring that guest rooms, meeting and banquet rooms, and public areas are clean, orderly, and well maintained. They train, schedule, and supervise the work of housekeepers, inspect rooms, and order cleaning supplies.
Front office managers coordinate reservations and room assignments and train and direct the hotel's front desk staff that deals with the public. They insure that guests are handled courteously and efficiently, complaints and problems are resolved, and requests for special services are carried out.
Food and beverage managers direct the food services of hotels. They oversee the operation of hotels' restaurants, cocktail lounges, and banquet facilities. They supervise and schedule food and beverage preparation and service workers, plan menus, estimate costs, and deal with food suppliers. Convention services managers coordinate the activities of large hotels' various departments for meetings, conventions, and other special events. They meet with representatives of groups or organizations to plan the number of rooms to reserve, the desired configuration of hotel meeting space, and any banquet services needed. During the meeting or event, they resolve unexpected problems and monitor activities to check that hotel operations conform to the expectations of the group.
Other assistant managers may be specialists responsible for activities such as personnel, accounting and office administration, marketing and sales, security, and recreational facilities. Large hotel and motel chains often centralize some activities, such as purchasing or sales, so that individual hotels in the chain may not need managers for these departments. Managers who work for chains may be assigned to organize and staff a newly built hotel, refurbish an older hotel, or reorganize a hotel or motel that is not operating successfully.
Working Conditions
Since hotels are open around the clock, night and weekend work is common. Many hotel managers work considerably more than 40 hours per week. Managers who live in the hotel usually have regular work schedules, but they may be called for work at any time. Some employees of resort hotels are managers during the busy season and have other duties the rest of the year.
Hotel managers sometimes experience the pressures of coordinating a wide range of functions. Conventions and large groups of tourists may present unusual problems. Dealing with irate patrons can also be stressful. The job can be particularly hectic for front office managers around check-in and checkout time.
Employment:
Hotel managers and assistant managers hold mostly wage and salary jobs. Others, primarily owners of small hotels and motels, were self-employed. Others were employed by companies that manage hotels and motels under contract.
Training, Other Qualifications, and Advancement:
Post-secondary training in hotel or restaurant management is preferred for most hotel management positions, although a college liberal arts degree may be sufficient when coupled with related hotel experience. In the past, most managers were promoted from the ranks of front desk clerks, housekeepers, waiters and chefs, and hotel sales workers. While some persons still advance to hotel management positions without the benefit of education or training beyond high school, increasingly, post-secondary education is required and specialized hotel or restaurant training is preferred. Nevertheless, experience working in a hotel even part time while in school is an asset to all persons seeking to enter hotel management careers. Restaurant management training or experience is also a good background for entering hotel management because the success of a hotel's restaurant and cocktail lounge is often of great importance to the profitability of the entire establishment.
A bachelor's degree in hotel and restaurant administration provides particularly strong preparation for a career in hotel management. Many colleges and universities offered bachelor's and graduate programs in this field. Quite a few community and junior colleges, technical institutes, vocational and trade schools, and other academic institutions also have programs leading to an associate degree or other formal recognition in hotel or restaurant management. Graduates of hotel or restaurant management programs usually start as trainee assistant managers, or at least advance to such positions more quickly.
Hotel management programs usually include instruction in hotel administration, accounting, economics, marketing, housekeeping, food service management and catering, hotel maintenance engineering, and data processing reflecting the widespread use of computers in hotel operations such as reservations, accounting, and housekeeping management. Programs encourage part-time or summer work in hotels and restaurants because the experience gained and the contacts made with employers may benefit students when they seek full-time employment after graduation.
Hotel managers must be able to get along with all kinds of people, even in stressful situations. They need initiative, self-discipline, and the ability to organize and direct the work of others. They must be able to solve problems and concentrate on details.
Sometimes large hotels sponsor specialized on-the-job management training programs, that enable trainees to rotate among various departments and gain a thorough knowledge of the hotel's operation. Other hotels may help finance the necessary training in hotel management for outstanding employees.
Most hotels promote employees who have proven their ability. Newly built hotels, particularly those without well-established on-the-job training programs, often prefer experienced personnel for managerial positions. Large hotel and motel chains may offer better opportunities for advancement than small, independently owned establishments, but relocation every several years often is necessary for advancement. They have more extensive career ladder programs and offer managers the opportunity to transfer to another hotel or motel in the chain or to the central office if an opening occurs. Career advancement can be accelerated by completion of certification programs offered by the associations listed below. These programs generally require a combination of course work, examinations, and experience.
Job Outlook:
Employment of salaried hotel managers is expected to grow faster than the average for all occupations through the year as more hotels and motels are built. Business travel will continue to grow, and increased domestic and foreign tourism will also create demand for additional hotels and motels. Most openings are expected to occur as experienced managers transfer to other occupations, retire, or stop working for other reasons. Opportunities to enter hotel management are expected to be very good for persons who have college degrees in hotel or restaurant management.
Related Occupations:
Hotel managers and assistants are not the only workers concerned with organizing and directing a business in which pleasing people is very important Others with similar responsibilities include restaurant managers, apartment building managers, department store managers, and office managers.
