The role of a Hotel Manager
A hotel manager’s role is to oversee the day-to-day operations of various departments. A hotel manager is a key member of the team that oversees marketing, finance, human resources, strategy, and other company areas. Hotel managers must also perform the following tasks:
- Hotel services such as catering and accommodation management.
- Communicate with suppliers and contractors.
- Control your hotel spending and manage your budget.
- Monitor hotel revenues, establish precise sales targets and optimize profits.
- In collaboration with HR, invest in employee engagement.
- Provide ongoing training and recruitment.
- Take the time to listen to your guests and make sure you maximize their experience.
- Resolve customer complaints with a personal touch to restore customer satisfaction.
- Stay on top of the latest trends and watch the competition.
- Strategic branding and marketing are your best bets.
This list could go on. These tasks are spread across many departments, so the role requires various skills. A successful hotel manager must adapt to any situation by being a great person and calm.
To manage the day-to-day tasks of hotel operations, a leader must have not only the necessary skills but also a positive mindset to adapt to the fast-paced environment. We offer 8 tips and tricks to help you become a successful hotel manager.
Your staff should be heard.
If a manager encourages staff to share their ideas and is open to listening to them, it indicates that they are doing a good job. Your staff are experts in their respective departments and can make a huge difference to your hotel’s efficiency. Your staff can offer valuable insights that you might not have considered and can help you manage the property more efficiently.
Read industry news for 15 minutes each day.
A hotel manager must be aware of the challenges and opportunities presented by their position. You can learn a lot from industry news, keep up to date with technology developments and read case studies about other hotels. This will help you grow in your job and open your eyes to new possibilities. You can’t afford to miss out on the latest trends in hospitality.
Successful hotel managers are constantly learning about the industry. They are not only interested in the latest trends but also enjoy visiting other properties. They learn from their colleagues and discover new ways to improve their operations.
Ask for help!
It can feel like a hotel manager that you have to give direction to everyone in all situations. It is important to be correct and know all the answers. It is best to ask for help if you want to be efficient and effective. Everybody has a limit to their work-life and weakness in their skill set. Reach out to other staff members and seek the advice of those who are most knowledgeable.
A study by Dale Carnegie Training found that less than 20% of employees who are not in management are engaged. Their relationships with their manager and next in command are the most important factor in their engagement. As a successful hotel manager, you should work with staff to motivate them. Encourage staff to see themselves as part of a larger team. Recognize team members who are hardworking and possess a positive attitude. You’ll engage your employees and improve your hotel’s service, standards, and operations.
Accept and embrace changes.
The hotel industry is constantly changing. You have to deal with staff turnover and policy changes. Effective hotel managers must embrace change. This will, in most cases, improve the efficiency of your hotel. Your employees will be inspired by you being open to change and adapting quickly in unfamiliar territory.
Spend some time out of the office
Your years of experience behind the scenes and front-of-house have paid off. You now work in your own office. However, it would help if you spent as much time as possible with guests and staff. Managers of hotels who spend too much time at their desks may lose sight of front-of-house operations and become disconnected from the business.
Give your time to the floor, even waiting at reception or helping with laundry tasks. You will be respected by your employees and will better understand the business. At the same time, you can attract new clients and keep repeat guests. This is dependent on your ability and reputation to provide excellent customer service, build a relationship with guests, and get to know your property inside and out.
Get to know your guests personally.
Although it is not recommended to entertain guests or socialize with them, they are happy to know that a hotel manager took the time to help you or have a conversation with you. Although it can be tedious, guests will feel more comfortable trusting you and giving feedback. This creates a pleasant guest experience.
During breakfast, ask your guests about their stay and recommend visiting places. It’s possible to make a difference by having a friendly conversation with guests. It is also important to take the time to know your guests’ names so that you can address them when they pass. This will make your guest experience even better.
Quickly resolve problems and make decisions.
Successful hotel managers are skilled decision-makers. They are also skilled at making things happen quickly and efficiently and solving any issues. Don’t let unresolved complaints go unresolved. Instead, work quickly to find a solution using an organized system. It is crucial to establish a system for complaints and feedback that clarifies the procedures and how they should be followed. Once a complaint has been received by top management, it is time to take charge and address the problem quickly.