Retail Management Careers in Retailing

 

HOTEL MANAGERS AND ASSISTANTS
 
 

NATURE OF THE WORK

Hotel managers are responsible for the efficient and profitable operation of their firms. In a small hotel, motel, or inn with a limited staff, one manager may direct all aspects of operations. Large hotels may have hundreds of workers, and the general manager may be aided by a number of assistant managers assigned to various departments. Assistant managers must ensure that the day-to-day operations of their departments meet the standards set by the general manager.

Computers are used extensively by hotel managers and their assistants, to keep track of the guest's bill, reservations, room assignments, meetings, and special events; order food, beverages, and housekeeping and other supplies; and prepare reports for hotel owners and top-level managers. Managers work with computer specialists to ensure that the hotel's computer system functions properly. Should the hotel's computer system  fail, managers must ensure that guests' needs continue to be met.

The general manager has 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 establishes standards for service to guests, decor, housekeeping, food quality, and banquet operations. Managers who work for chains also 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.

Resident managers live in hotels and are on call 24 hours a day to resolve problems and emergencies. However, they typically work an 8-hour day, while overseeing 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 ensuring 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 as well as train and direct the hotel's front desk staff. They ensure guests are treated courteously, complaints and problems that may arise are resolved, and requests for special services are carried out.

Food and beverage managers direct the food service operations of hotels. They oversee hotel restaurants, cocktail lounges, and banquet facilities. They supervise and schedule food and beverage preparation and service workers, plan menus, estimate costs, and deal with suppliers.

Convention services managers coordinate the activities of large hotels' various departments for meetings, conventions, and 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 group expectations.

Other assistant managers are responsible for personnel, accounting and office administration, marketing and sales, purchasing, security, maintenance, and recreational facilities.
 

WORKING CONDITIONS

Because 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 to work at any time. Some employees of resort hotels are managers in the busy season and have other duties during the rest of the year.

Hotel managers may experience the pressure of coordinating a wide range of tasks. Conventions and large groups of tourists may present unusual problems. Dealing with irate patrons can be stressful. The job can be hectic for front office managers around check-in and check-out time. Computer failures can further complicate an already busy time.
 

EMPLOYMENT

Hotel managers and assistant managers hold about 175,000 jobs. A significant number of these jobs are held by self-employed managers -- primarily owners of small hotels and motels. Some managers are 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 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. Though some people still advance to management positions without education or training above high school, post-secondary education is preferred. Nevertheless, experience working in a hotel -- even part-time while in school -- is an asset to one seeking a hotel management career. Restaurant management training or experience is also a good background for entering hotel management because the success of a hotel's food service and beverage operations is often important to the profitability of the entire establishment.

A bachelor's degree in hotel and restaurant administration provides preparation for a career in hotel management. Over 160 colleges and universities offer bachelor's and graduate programs in this field. And 800+ community and junior colleges, technical institutes, vocational and trade schools, and other institutions also have programs leading to an associate degree or other formal recognition in hotel or restaurant management. Graduates of such programs usually start as trainee assistant managers, or at least advance to such positions more quickly.

Hotel management programs include instruction in hotel administration, accounting, economics, marketing, housekeeping, food management and catering, and hotel maintenance engineering. The widespread use of PCs in hotel operations such as reservations, accounting, and housekeeping management is making some familiarity with computers essential. 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.

Some large hotels sponsor specialized on-the-job management training programs which allow trainees to rotate among various departments and gain a thorough knowledge of the hotel's operation. Other hotels may help finance 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. The large chains 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 hotel managers is expected to grow about as fast as the average for all occupations through the
year 2008.  Job opportunities in hotel management are expected to be good for persons with college degrees in hotel or restaurant management.

Business travel will continue to grow, and increased domestic and foreign tourism will also create demand for          additional hotels and motels. However, manager jobs are not expected to grow as rapidly as the hotel industry due to consolidation, with chains and franchises acquiring independently owned establishments. In addition, front desk clerks are increasingly assuming some responsibilities previously reserved for managers. Also, to accommodate bargain-conscious guests, hotel chains are increasing the number of economy-class rooms.  Economy hotels offer clean, comfortable rooms and front desk services without costly extras like restaurants and room service. Because there are not as many departments in each hotel, fewer managers are needed.  Economy-class hotels have a general manager, and regional offices of the hotel management company employ department managers, such as executive housekeepers, to oversee several hotels.

Demand may also increase for suite hotels as some guests, especially business customers, are willing to pay         higher prices for rooms with kitchens and suites that provide the space needed to conduct meetings. In addition to job growth in suite hotels and economy-class hotels, large full-service hotels -- offering restaurants, fitness centers, large meeting rooms, and play areas for children, among other amenities -- will continue to offer many trainee and managerial opportunities.

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