A suite gig: Exploring the world of hotel management

When stepping out on a well-deserved and much-needed vacation, choosing the right hotel can make all the difference. Far too many trips to count have been absolutely ruined by rude staff, misplaced bookings, or dirty bathrooms and bed sheets. Indeed, while the business of hospitality, and more specifically hotels, is all about providing guests with comfort, care, and relaxation, the actual day-to-day administrative work that goes into running a successful hotel, inn, or bed and breakfast is anything but a walk in the park.

Between dining options and room service, daily cleaning services, and front desk staff and bellhops, a successful, thriving hotel is comprised of multiple departments all working together in a carefully choreographed routine and schedule to ensure each and every guest always has a clean towel waiting beside their shower and an attentive ear ready to hear any request or problem that may come up. 

Great hospitality starts at the top

At the very top of this delicate house (hotel) of cards sits the hotel manager. Akin to a baseball team’s manager responsible for setting the daily lineup and strategy for each game, a successful hotel manager has a hand in virtually everything that happens on their hotel’s property. Budgetary decisions, staff cuts, hiring policies, and marketing strategies are fully under the hotel manager’s purview.

Make no mistake, though, a hotel manager is not a solely behind-the-scenes position. While plenty of time is admittedly spent in back rooms and offices deliberating over numbers, emails, and invoices, hotel managers also very much serve as the public face of their establishment. It’s common, if not entirely expected, for the manager to greet guests in the lobby as they arrive to check in, immediately introducing themselves and letting it be known they’re available to address any and all questions or concerns that may come up. Managers should also regularly inspect the entire premises to keep an eye out for any developing issues or malfunctioning equipment. 

When problems, either client-related or building-centric, do arise (and they inevitably will), it’s also expected for the hotel manager to make their presence known. If an unhappy guest is giving a front desk employee a hard time about a particular complaint, the proactive manager usually steps in to handle and rectify the situation. Alternatively, hotel managers should always be aware of, and perhaps even oversee, the installation of new security systems, fire detection alarms, or any number of additional facility alterations and updates.

Hotel manager skills

We can all appreciate a five star hotel experience, but working as a hotel manager isn’t for everyone. Individuals who thrive in these positions tend to be extremely detail-oriented with an ability to balance multiple matters simultaneously. As the old saying goes, the hotel manager wears many hats over the course of a typical workday. The morning may be spent going over spreadsheets and calling up food suppliers and travel agencies, while the afternoon entails running an employee meeting on a new set of guest policies. Since managers are in charge of numerous departments, and in some cases hundreds of employees depending on the size of the facility, leadership is another skill that proves invaluable for countless hotel managers.

People skills are another absolute must. Just like any other job in the world of hospitality, every hotel manager should expect to encounter at least a few disgruntled, and perhaps even aggressive, guests. While front desk clerks and other employees absolutely must be prepared to address such tense situations, the responsibility to make sure every guest leaves the hotel satisfied ultimately falls on the manager. Simply put, the buck stops with the hotel manager.

How to become a hotel manager

If the day-to-day duties mentioned above sound appealing as a potential personal career path, keep in mind that you’ll likely need at least five years’ experience in the hospitality industry, if not more, before hotels will consider you for a managerial role. Many hotel managers get their start as a lower-level employee in a hotel before working their way up the hospitality ranks to the status of manager. For example, a front desk clerk may be promoted to front desk manager before eventually being offered a hotel manager position.

As far as education, a bachelor’s degree, usually in either business administration or hospitality management, is typically seen as a prerequisite for hotel managers. That being said, a high school education plus lots of relevant hospitality experience may be enough to land an offer as well. Keep in mind that when it comes to especially large or well-known hotels, a master’s degree may be required.