Hotel manager
- This article is about hotel management in practice. For academic study of hotel management, see Hospitality management studies and Hospitality industry.
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This article does not cite any references or sources. (April 2012) |
A hotel manager or hotelier is a person who holds a management position within a hotel, motel, or resort establishment. Management titles and duties vary by company. In some hotels the title hotel manager or hotelier may solely be referred to the General Manager of the hotel. Small hotels usually have a small management team consisting of three or fewer managers while larger hotels may have a large management team consisting of managers of various departments and divisions.
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Hotel management structure [edit]
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The size and magnitude of a hotel management structure varies significantly depending on the size and function of the hotel. A small hotel normally consists of a small core management team consisting of the General Manager and a few key department managers who directly handle day-to-day operations. On the contrary, a large full service hotel often operates more like a large corporation with an executive board headed by the General Manager and consisting of key directors serving as heads of individual hotel departments. Each department normally consists of subordinate line-level managers and supervisors who handle day to day operations.
Large/Full service hotel [edit]
A typical organizational chart for a large resort hotel operation:
General Manager reports to Regional Vice President and/or Owner/Investor
- General Manager
- Assistant GM or Director of Operations
- Director of Front Office
- Front Desk Manager
- Front Desk Supervisor
- Rooms Coordinator
- Night Auditor
- PBX Supervisor
- Guest Services Manager
- Concierge Supervisor
- Bell Captain
- Valet Captain
- Front Desk Manager
- Executive Housekeeper
- Housekeeping Manager
- Floor Supervisor
- Laundry Supervisor
- Public Area/Custodial Supervisor
- Housekeeping Manager
- Director of Sales & Marketing
- Senior Sales Manager
- Senior Marketing Manager
- Marketing Manager
- Public Relations Manager
- Revenue Manager
- Reservations Supervisor
- Director of Food & Beverage
- Restaurant Manager
- Restaurant Supervisor
- Executive Chef
- Room Service Manager
- Room Service Captain
- Bar Manager
- Restaurant Manager
- Director of Events and Catering
- Convention Services Manager
- Event Manager
- Catering Manager
- Banquets Captain
- Director of Finance
- Finance Manager
- Chief Engineer
- Engineering Manager
- Director of Human Resources
- Human Resources Manager
- Recruiting Manager
- Director of Security
- Shift Supervisor
- Information Technology Manager
Additional Management Positions may exist for outlets such as a Golf Course, Spa, Gift Shops, and additional facilities.
Small/Limited service hotel [edit]
A typical organizational chart for a small hotel operation:
General Manager reports to Regional Director and/or Owner/Investor
- General Manager
- Front Office Manager
- Housekeeping Manager
- Sales Manager
- Food & Beverage Manager
Administrative functions for a small-scale hotel such as Accounting, Payroll, and Human Resources are normally handled by a centralized corporate office or solely by the General Manager
Typical qualifications [edit]
Background and training required varies by management title and duties involved. Industry experience has proven to be an essential qualification for nearly any management occupation within the lodging industry.
Industry experience is the most basic qualification for a management occupation in a hotel. A degree in Hospitality management studies, Human Research or an equivalent Business degree is often required or strongly preferred. A graduate degree may be desired for a General Manager position but is often not required with sufficient management experience and tenure. A graduate degree may however be required for a corporate executive position or above such as a Regional Vice President who oversees multiple hotel properties and General Managers.
Working conditions [edit]
Hotel managers are generally exposed to long shifts that include late hours, weekends, and holidays due to the 24 hour operation of a hotel. The common workplace in hotels is a fast-paced environment, with high levels of interaction with guests, employees, investors, and other managers.
Upper management consisting of senior managers, department heads, and General Managers may enjoy a more desirable work schedule consisting of a more traditional business day and having weekends and holidays off.
Depending on the size of the hotel, the hotel manager's day may include scheduling breaks, covering a window for check in or check out, handling cash, reconciling bank accounts, writing a review for an employee, disciplining an employee or handling dissatisfied guests. These duties may vary each day depending on the needs of the property. The manager's responsibility includes knowing about all current local events as well as the events being held on the hotel property. Managers will be required to attend regular department and company meetings. A hotel/casino property may require additional duties regarding special events being held on property for casino complimentary guests.
