HILTON COLOMBO RESIDANCE
ELEPHANT CORRIDOR HOTEL
HILTON COLOMBO
About Hotel Management
Hotel management, or hospitality management, is defined as running or managing a hotel. Hospitality managers are in charge of everything from housekeeping and reservations to catering and concierge services. While it is possible to earn this position by starting at the bottom and working your way up,
Function
1. Some of the responsibilities of hospitality managers include organizing housekeeping, reception, reservations, catering and concierge services. The hotel manager often is in control of the budget, which consists of making sure that the hotel isn't overspending or overpaying employees. They are also responsible for marketing and advertising, as it is a hotel manager's job to be sure that the hotel is being promoted well. As the head of the hotel, they must also ensure that the hotel is meeting all public health and safety codes, and that the hotel has enough security in place to ensure the safety of the guests.
Types
Other types of hotel managers include:
Lodging managers--responsible for a small establishment and staff. They must ensure that the lodge is run in an efficient manner and often run all aspects of the hotel. Lodges have a more personal and home-like feel than a large hotel.
General manager--has responsibility over the entire hotel. The general manager must oversee all over management and make sure every aspect of the hotel is running as intended. The general manager is also in charge of hiring and firing staff, as well as approving funds to different departments within the hotel.
Resident managers--lives in the hotel he works for. While he will normally work an 8-hour day, he is on call 24 hours a day to handle emergencies.
Executive housekeepers--in charge of the rest of housekeeping, and must ensure that guest rooms, bathrooms, banquet rooms and other hotel services are clean and in working order.
Lodging managers--responsible for a small establishment and staff. They must ensure that the lodge is run in an efficient manner and often run all aspects of the hotel. Lodges have a more personal and home-like feel than a large hotel.
General manager--has responsibility over the entire hotel. The general manager must oversee all over management and make sure every aspect of the hotel is running as intended. The general manager is also in charge of hiring and firing staff, as well as approving funds to different departments within the hotel.
Resident managers--lives in the hotel he works for. While he will normally work an 8-hour day, he is on call 24 hours a day to handle emergencies.
Executive housekeepers--in charge of the rest of housekeeping, and must ensure that guest rooms, bathrooms, banquet rooms and other hotel services are clean and in working order.
Duties of a Manager in a Hotel
The operation of a hotel is not as simplified as it appears from the guest's side of the front desk. A hotel will often have more than one manager, a general manager and a district manager. The general manager runs the day-to-day operations of the hotel. Depending on the size of the establishment, it can be quite hectic.
Budgeting
1. The hotel manager is in charge of setting a yearly budget for expenses and stick to it. This includes, but is not limited to, payroll, renovations, linens and the unexpected.
Hiring and Firing
2. The final hiring and firing decisions will be made by the hotel manager. For new hires, this includes deciding what the starting wage will be.
Schedule
3. The hotel manager will also set a schedule for each workday, including setting departments for each employee who is working on any given day.
Room Rates
4. He will decide and set the room rates and discounts. This is based on a number of factors, including availability, time of year and day of the week.
Ordering Supplies
5. The hotel manager is also in charge of ordering supplies for the hotel. This includes everything from food and beverages to pens and literature.
Standards
6. The manager will set the standards of service for the hotel as well as decide what extra amenities or services can be offered within the budget.
Fill In
7. The general manager also acts as an on-call employee. When a staff member cannot make it to work and no one else can cover, the general manager covers the shift.
Techniques for Hotel Management
Hotel management techniques affect profitability.
Peter Venison writes about “the three circles of a manager’s focus” in his book “100 Tips for Hoteliers: What Every Successful Hotel Professional Needs to Know and Do.” He explains that hotel managers must focus on things that affect staff, guests and finances, and that these areas overlap; what affects one will affect the others. Managing well in these three “circles” will balance the hotel's problems and successes. All three circles impact and affect profitability.
Operations Management
2. Set clear operational goals for the three main areas of hotel management: customer service, staff management and finance and control. Obtain accurate and verifiable management information to pinpoint problem areas and improvement opportunities. Maintain a constant presence for support and supervision for staff and customer benefit. Work for balance between the three main areas of hotel management and collaboration and teamwork between staff and management.
Customer Satisfaction
3. Ensure the hotel is meeting customers’ basic needs for safety and security in a comfortable environment, and then go beyond that with friendly staff, dining services and extra perks. Survey customer satisfaction at every turn to raise the level of awareness among staff and management. Provide to and require of all staff on-going training in customer service, hospitality, communication and administration. Work with supervisors, staff and customers to create a professional service culture.
Finance and Control
4. Consistent professional accounting practices are just as important as customer service and operations. Budgeting, inventory control, appropriate staffing levels, cost control and good internal audit procedures create a foundation upon which to build profits. The uniform system of accounts for the lodging industry widely used by U.S.
Marketing
5. Constant promotion and sales support is key to successful and profitable hotel management. Implement pricing policies that are in line with market and seasonal demands. Make public relations a priority for all staff, filtering all opportunities to a public relations manager. Take advantage of every photo opportunity with local and visiting politicians and famous guests and put out frequent press releases for everything from new room service menus to remodeling progress to upgrades of hotel amenities. Seek out travel writers and reviewers for publicity and develop customer loyalty programs to reward and encourage return business.
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