A hotel manager

A hotel manager is responsible for the day-to-day management of a hotel and its staff. They have
commercial accountability for budgeting and financial management, planning, organising and
directing all hotel services, including front-of-house (reception, concierge, reservations), food and
beverage operations, and housekeeping.
In larger hotels, managers often have a specific remit (guest services, accounting, marketing) and
make up a general management team.

Responsibilities
As a hotel manager duties vary depending on the size and type of hotel, but may include:

• planning and organising accommodation, catering and other hotel services;

• promoting and marketing the business;
• managing budgets and financial plans as well as controlling expenditure;
• maintaining statistical and financial records;
• setting and achieving sales and profit targets;
• analysing sales figures and devising marketing and revenue management strategies;
• recruiting, training and monitoring staff;
• planning work schedules for individuals and teams;
• meeting and greeting customers;
• dealing with customer complaints and comments;
• addressing problems and troubleshooting;
• ensuring events and conferences run smoothly;
• supervising maintenance, supplies, renovations and furnishings;
• dealing with contractors and suppliers;
• ensuring security is effective;
• carrying out inspections of property and services;
• ensuring compliance with licensing laws, health and safety and other statutory regulations.

The manager of a large hotel may have less contact with guests but will have regular meetings with
heads of department to coordinate and monitor the progress of business strategies. In a smaller
establishment, the manager is much more hands-on and involved in the day-to-day running of the
hotel, which may include carrying out reception duties or serving meals if the need arises.
A significant number of hotel managers are self-employed, which often results in a broader set of
regular responsibilities, from greeting guests to managing finances

Working hours
Working hours vary according to the type of hotel and location, but typically include regular unsocial
hours, including working late nights, weekends and bank holidays. Working hours can be long and
could restrict social and family life.
What to expect

• Although some of the work is office-based, much of the time will be spent with customers and
staff.
• Career breaks are possible, as is self-employment. Around 50% of hotel managers are
selfemployed in small hotels, motels, inns and residential clubs.
• Women make up almost 60% of the hospitality and leisure industry, yet only 6% of senior
board executives are women. In recognition of this imbalance, the sector skills council People
1st set up the initiative Women 1st, in order to support and help women move into senior
management roles.

~1~
 • Jobs are available all over the UK and in many countries overseas. The more geographically
mobile you can be, the greater the opportunities are for promotion. Relocation may be
frequent and necessary for promotion purposes.
• Hotel management requires total commitment, as the work is exacting and demanding, with
erratic, unsocial hours and constant pressures.
• Managers must dress smartly when on duty and must remain diplomatic, polite and patient at
all times.
• Travel within a working day and absence from home overnight are possible

Qualifications
Although this area of work is open to all graduates and those with an HND, a degree in the
following subjects may increase your chances: hotel and hospitality management; business or
management; business with languages; travel, tourism or leisure studies.
Entry to manage a particular environment within the hotel or hotel group, for example advertising or
accounting, may require a relevant qualification or professional accreditation.
Some of the management training programmes run by large hotel groups are for graduate entry only,
for which a minimum 2:2 degree is usually required.
It is possible to enter hotel management without a degree, HND or foundation degree, since
employers place a lot of emphasis on relevant experience. A general standard of education is sought
and many people then work their way up to management through on-the-job training and external
qualifications. A postgraduate qualification is not normally necessary for entry unless your first
degree is in a nonrelevant subject or you lack work experience. Masters, diploma and certificate
courses in hotel and/or hospitality management are offered at various institutions. Many of these
courses are open to graduates from any discipline with little or no experience, as well as non-
graduates with significant hotel or managerial experience. Search for postgraduate courses in hotel
and catering management.

Skills
You will need to have:

• a friendly personality and genuine desire to help and please others;

• the ability to think clearly and make quick decisions;
• numeracy and logistical planning skills;
• a professional manner and calm, rational approach in hectic situations;
• the ability to balance customer and business priorities;
• flexibility and a 'can do' mentality;
• energy and patience;
• excellent communication and interpersonal skills, especially when dealing with speakers of
other languages.

Work experience
Employers often ask for relevant work experience, not all of which needs to have been in a hotel,
although this is particularly helpful. Other experience might include any customer-focused work such
as catering, bar or retail work. Language skills may also be an advantage, especially for hotels which
are part of an international chain.

~2~