A hospitality manager plays a key role in the success of a hotel, resort, or casino. As main administrative overseer, he or she must make sure all systems within the organization are running smoothly and that the vacationers, tourists, and/or guests have every opportunity to have a quality experience as patrons in the facility. A hospitality manager must have a keen understanding of the vacation industry and be constantly looking for ways to creatively cut costs, deliver a trouble-free experience for guests, and use a variety of avenues to market the company's brand in the midst of a competitive market.
The Responsibilities of a Hospitality Manager
A hospitality manager makes sure all customer issues are dealt with promptly and professionally. He or she must also work to keep every member of the staff working at their highest potential. The single-greatest litmus test for a hospitality manager's success is the customer's response to the experience they have. These days, many consumers use ratings apps and websites which broadcast customer reviews and feedback in order to know where to go and where to stay on a vacation. These review sites can be especially important in the hospitality industry as it pertains to an overnight stay and the balance between cost and certain amenities offered. A recent metric reported by the popular review site Yelp revealed that 29 million unique users used the brand's mobile app, 64 million unique users used the mobile web site, and 77 million unique users accessed the site from their desktop PCs during the month of December 2017. A total of over 180 million people trusted Yelp to either comment on an experience or help them make decisions based on user reviews.
The Skills Required to be a Hospitality Manager
A hospitality manager is the single-most important representative for the resort industry as he or she sets the tone for all other staff members. The most important trait a manager can have is that she genuinely loves her job. Customers in the hospitality industry should feel valued and prioritized. A manager should be a "people person" and have a solid handle on things like time management, marketing, and the organization's policies and procedures. While the hospitality industry continues to grow, there is more competition than ever. A hospitality manager must use tools like the internet, printed materials, and in-house promotions and create interesting ways for their facility to stand out from the pack. While a hotel's success also hinges on a team of employees being well-trained and motivated to do their best work, it is the manager's job to communicate well with employees and correct matters quickly when problems occur.
The Education Needed to be a Hospitality Manager
Because there is a spectrum of hospitality management opportunities, there is also a range of education requirements for lodging and hospitality managers. As the U.S. Department of Labor's Bureau of Labor Statistics reports, "Most full-service hotel chains hire candidates with a bachelor's degree in hospitality or hotel management. Hotel management programs typically include instruction in hotel administration, accounting, marketing and sales, housekeeping, food service management and catering, and hotel maintenance and engineering. Systems training is also an integral part of many degree programs, because hotels use hospitality-specific software in reservations, billing, and housekeeping management." Managers with a higher education, for example an online MBA in hospitality, are able to not only lead reactively but go further by planning systems which will benefit the organization's profitability and overall brand. Managers with an MBA have not only received a solid foundational education in business, they have been equipped with tools needed to take management to the next level.
A career in hospitality management can be a lucrative and rewarding one. With several options of how to get started and a spectrum of employment opportunities across the globe, pursuing a career in hospitality management might be a perfect fit for you.