The Specifics of Hotel Management
Resident or hotel managers are responsible for the day-to-day operations of
the property. In larger properties, more than one of these managers may assist
the general manager, frequently dividing responsibilities between the food and
beverage operations and the rooms or lodging services. At least one manager,
either the general manager or a hotel manager, is on call 24 hours a day to
resolve problems or emergencies.
Assistant managers help run the day-to-day operations of the hotel. In large
hotels, they may be responsible for activities such as personnel, accounting,
office administration, marketing and sales, purchasing, security, maintenance,
and pool, spa, or recreational facilities. In smaller hotels, these duties may
be combined into one position. Assistant managers may adjust charges on a hotel
guest's bill when a manager is unavailable.
Lodging managers are responsible for keeping their establishments efficient
and profitable. In a small establishment with a limited staff, the manager may
oversee all aspects of operations. However, large hotels may employ hundreds of
workers, and the general manager usually is aided by a number of assistant
managers assigned to the various departments of the operation. In hotels of
every size, managerial duties vary significantly by job title.
General managers have overall responsibility for the operation of the hotel.
Within guidelines established by the owners of the hotel or executives of the
hotel chain, the general manager sets room rates, allocates funds to
departments, approves expenditures, and ensures expected standards for guest
service, decor, housekeeping, food quality, and banquet operations.
Managers who work for chains also may organize and staff a newly built hotel,
refurbish an older hotel, or reorganize a hotel or motel that is not operating
successfully. In order to fill entry-level service and clerical jobs in hotels,
some managers attend career fairs.
Because hotels are open around the clock, night and weekend work is common.
Many lodging managers work more than 40 hours per week, and may be called back
to work at any time. Some managers of resort properties or other hotels where
much of the business is seasonal have other duties on the property during the
off-season or find work at other hotels or in other areas.
Lodging managers experience the pressures of coordinating a wide range of
activities. At larger hotels, they also carry the burden of managing a large
staff and finding a way to satisfy guest needs while maintaining positive
attitudes and employee morale.
Conventions and large groups of tourists may present unusual problems or
require extended work hours. Moreover, dealing with irate guests can be
stressful. The job can be particularly hectic for front office managers during
check-in and check-out times. Computer failures can further complicate
processing and add to frustration levels.