Owning a hotel requires a great innate capability to multitask and become flexible. You must manage to instantly move gears from customer support to staff operations to high-level advertising and event setting up. It’s your task to generate sure the clients are happy and secure throughout their stay at the resort, which means you’re responsible for how clean the bedrooms are and how very well the center is maintained.
Before you manage the many departments, you must really know what the persons in those departments do. Clean an area to observe how long it requires and what duties are essential. Work leading desk to understand just how many consumer complaints and problems are managed by your personnel that you under no circumstances hear about. It may seem you handle way too many consumer complaints, but it’s likely your front side desk staff handles a lot of the problems without needing your support. Spend time together with your maintenance supervisor, valet manager as well as your cook to study how are you affected in an average day. Having these activities makes you a much better supervisor in two methods: you have hands-on expertise, which allows you to place employees’ worries and complaints in point of view, and the personnel respects you considerably more because they understand you have that expertise. To successfully manage a hotel, you’ll want the support and value of the personnel and you must learn how to prioritize problems when several arise simultaneously.
Delegation is paramount to the daily supervision of a resort. The supervisor oversees all of the departments, however the staff should are accountable to a department mind instead of to the hotel manager. Meet daily, but briefly, with the department heads to discuss anything of interest that day. For example, mention that every room is full so the housekeeping staff work as fast as possible, or remind the chef that there’s a conference in the ballroom that needs 100 lunches by noon. If the maintenance supervisor needs to make repairs in a room, he can share that information with housekeeping so they don’t clean until the repairs are finished. Let the department heads manage their staff, but maintain oversight by randomly popping in while a room is being cleaned to check the level of professionalism or by checking on repairs in progress. The more you interact with the staff, even if they don’t report to you, the more accountable they feel to do a good job every time.
Because of the scope of a hotel manager’s job, there’s no way you can run the hotel alone. Having trained staff is vital when making sure guests have a comfortable and pleasant stay. Many members of the hotel staff are considered blue collar, where no formal education is required to perform the work duties. This can indicate they don’t receives a commission very much, sometimes minimum amount wage or slightly larger. It doesn’t make their careers any less important; areas must be cleaned correctly, the wait staff got to know the menu and correct serving procedures and leading desk personnel should be friendly and courteous even though guests become irate. Create a reward program to keep your personnel motivated, which makes your task easier. Have each division vote on a high performer of the week, or provide a little financial incentive to any employee who spots a repair issue before you perform. The rewards need not be big; even little rewards go quite a distance toward making your personnel content with their careers and motivated to job hard.