Hotel manager

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A hotel manager or hotelier is a person who holds a management position within a hotel, motel, or resort establishment. He or she can also be referred to as the hotel's general manager, though their duties and functions can vary depending on the hotel's size, main purpose, and ownership status.

Hotel management structure[edit]

The size and magnitude of a hotel management structure varies significantly depending on the size, features, and function of the hotel. A small hotel normally consists of a small core management team. This consists 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 as 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 may often resemble the following:

- General Manager reports to Regional Vice President and/or Ownership/Investors

  • General Manager
      • Assistant General Manager or Director of Operations
      • Director of Front Office
      • Rooms Coordinator
    • Night Manager
    • PBX Supervisor
    • Guest Services Manager
      • Chief Concierge
      • Bell Captain
      • Valet Captain
    • Executive Housekeeper
      • Assistant Housekeeping Manager
      • Floor Supervisor
      • Laundry Supervisor
      • Public Area/Custodial Supervisor
      • Laundry Manager
    • Director of Sales & Marketing
    • Director of Food & Beverage
      • Restaurant Manager
      • Restaurant Supervisor
      • Executive Chef
      • Room Service Manager
      • Room Service Captain
      • Bar & Lounge Manager
      • Staff Cafeteria Chef
    • Director of Events and Catering
      • Convention Services Manager
      • Event Manager
      • Catering Manager
      • Banquets Captain
    • Hotel Controller
    • Director of Engineering
      • Assistant Engineering Manager
      • Facilities Manager
    • Director of Human Resources
      • Human Resources Manager
      • Recruiting Manager
      • Training Manager
      • Labor Relations Manager
    • Chief of Security
      • Shift Supervising Officer
    • Recreation Manager
    • Information Technology Manager

Additional Management Positions may exist for outlets such as a Golf Course, Spa, Casino, and additional facilities.

Example for Small/Limited service hotel[edit]

A typical organizational chart for a small low-rise hotel operation may resemble the following:

General Manager reports to Regional Director and/or Ownership/Investors

  • General Manager
    • Front Office Manager
    • Housekeeping Manager
    • Head of Maintenance
    • Sales & Marketing 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. Additional auxiliary functions such as security may be handled by third-party vendor services contracted by the hotel on an as-needed basis.

Typical qualifications[edit]

The background and training required varies by management position 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 also 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.

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