VTOS Hotel Management covers the key tasks of a manager of a small to medium hotel, and is focused on developing the competencies (skills, knowledge and attitudes/behaviours) to be able to operate the hotel efficiently and professionally.
The hotel manager is responsible for the day-to-day management of the 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.
While taking a strategic overview and planning ahead to maximise profits, the manager must also pay attention to the details, setting the example for staff to deliver a standard of service and presentation that meets guests’ needs and expectations. Business and people management are equally important elements.
Work activities 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 departments 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 also owners or partners, which often results in a broader set of regular responsibilities, from greeting guests to managing finances.