Hotel staffs provide a variety of services to guests and must do so efficiently, courteously, and accurately.
Employment of hotel, motel, and resort desk clerks is expected to grow faster than some other occupations in the industry as responsibilities become more numerous and some of these workers take on tasks previously reserved for managers.
Hotel, motel, and resort desk clerks perform a variety of services for guests of hotels, motels, and other lodging establishments. They register arriving guests, assign rooms, and check out guests at the end of their stay. They also keep records of room assignments and other registration-related information on computers. When guests check out, desk clerks prepare and explain the charges, as well as process payments.
Front-desk clerks always are in the public eye and typically are the first line of customer service for a lodging property. Their attitude and behavior greatly influence the public’s impressions of the establishment. They always must be courteous and helpful. Desk clerks answer questions about services, checkout times, the local community, or other matters of public interest. Clerks also report problems with guest rooms or public facilities to members of the housekeeping or maintenance.
In the smaller places, desk clerks may perform the work of a bookkeeper, advance reservation agent, cashier, laundry attendant, and telephone switchboard operator.
Hotel, motel, and resort desk clerks deal directly with the public, so a professional appearance and a pleasant personality are important. A clear speaking voice and fluency in English also are essential, because these employees talk directly with hotel guests and the public and frequently use the telephone or public-address systems. Good spelling and computer literacy are needed, because most of the work involves use of a computer. In addition, speaking a foreign language fluently is increasingly helpful, because of the growing international clientele of many properties.
Formal academic training generally is not required so many students take jobs as desk clerks on evening or weekend shifts or during school vacation periods. Most employers look for people who are friendly and customer-service oriented, well groomed, and display the maturity and self confidence to demonstrate good judgment. Desk clerks, especially in high-volume and higher-end properties should be quick-thinking, show initiative, and be able to work as a member of a team. Hotel managers typically look for these personal characteristics when hiring first-time desk clerks, because it is easier to teach company policy and computer skills than personality traits.
General Managers have overall responsibility for the operation of the hotel. They allocate funds to departments, approve expenditures, and ensure expected standards for guest service, decor, housekeeping, food quality, and banquet operations.
Resident or hotel managers are responsible for the day-to-day operations of the property. In larger properties, more than one of these managers may assist the general manager, frequently dividing responsibilities between the food and beverage operations and the rooms or lodging services. Assistant managers help running the day-to-day operations of the hotel. Assistant managers may adjust charges on a hotel guest’s bill when a manager is unavailable.
An Executive Committee made up of a hotel’s senior managers advises the general manager, assists in setting hotel policy, coordinates services that cross departmental boundaries, and collaborates on efforts to ensure consistent and efficient guest services throughout the hotel. The Committee may be comprised of the department heads for housekeeping, front office, food and beverage, security, sales and public relations, meetings and conventions, engineering and building maintenance, and human resources.
Executive housekeepers ensure that guest rooms, meeting and banquet rooms, and public areas are clean, orderly, and well maintained. They also 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 that guests are treated courteously, complaints and problems are resolved, and requests for special services are carried out.
Convention services managers coordinate the activities of various departments in larger hotels to accommodate 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 the meeting space, and banquet services. During the meeting or event, they resolve unexpected problems and monitor activities to ensure that hotel operations conform to the expectations of the group.
Food and beverage managers oversee all food service operations maintained by the hotel. They coordinate menus with the Executive Chef for the hotel’s restaurants, lounges, and room service operations. They supervise the ordering of food and supplies, direct service and maintenance contracts within the kitchens and dining areas, and manage food service budgets.
Catering managers arrange for food service in a hotel’s meeting and convention rooms. They coordinate menus and costs for banquets, parties, and events with meeting and convention planners or individual clients. They coordinate staffing needs and arrange schedules with kitchen personnel to ensure appropriate food service.
Workers in cleaning and housekeeping occupations ensure that the lodging facility is clean and in good condition for the comfort and safety of guests. Maids and housekeepers clean lobbies, halls, guestrooms, and bathrooms. They make sure that guests not only have clean rooms, but have all the necessary furnishings and supplies.
They change sheets and towels, vacuum carpets, dust furniture, empty wastebaskets, and mop bathroom floors. In larger hotels, the housekeeping staff may include assistant housekeepers, floor supervisors, housekeepers, and executive housekeepers. Janitors help with the cleaning of the public areas of the facility, empty trash, and perform minor maintenance work.
Sales or marketing directors and public relations directors oversee the advertising and promotion of hotel operations and functions, including lodging and dining specials and special events, such as holiday or seasonal specials. They direct the efforts of their staff to purchase advertising and market their property to organizations or groups seeking a venue for conferences, conventions, business meetings, trade shows, and special events. They also coordinate media relations and answer questions from the press.
Hotel managers, general managers, lodging managers, executive housekeepers, catering managers, cleaning and housekeeping workers and resort desk clerks are just a few careers developed in the hotel industry.
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