A hotel manager, hotelier or lodging manager is a person who, by efficiently managing staff
members so that hotel guests have a positive experience The hotel could also be a motel,
or a resort . The hotelier can also be referred to as the hotel's general manager, though
their duties and responsibilities vary depending on the hotel's size, purpose, and ownership.
Generally, the hotelier will contribute to the business' profitability.
Hotel management structure The size and magnitude of a hotel management
structure vary 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 other hand, 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 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 Deputy General Manager or Director of Operations
or Resident Manager Executive Assistant Manager or Duty Manager
or Assistant General Manager Director of Rooms
Front Office Manager Revenue Manager
Reservations Manager Night Manager
Head Night Auditor 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 Senior Sales Manager
Leisure Sales Manager Business Travel Sales Manager
Social Group Sales Manager Corporate Group Sales Manager
Wedding Sales Manager Senior Marketing Manager
Social Media Manager Public Relations Manager
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 Accounting Manager
Certified Accountant(s)
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 additional facilities such as hotel-owned
golf courses, casinos, or spas.
Example for Small/Limited service hotel 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 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.
An AA degree or certificate in hotel management is desirable.
Industry experience is the most basic qualification for a management occupation in a hotel.
A degree in Hospitality management studies, Human Resources 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 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 environment in hotels is fast-paced, 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.
Salary expectations The median annual wage in 2011 of the 50,400
lodging managers in the United States was $46,810.
References