Considering a job in Hospitality Management? Most people may see this as a glamorous career considering these positions are typically found in hotels, cruise ships, country clubs, restaurants, amusement parks, convention centers, and the like. As these are all places to entertain, excellent organization must be implemented in order to provide the type of service that makes these venues so glamorous.
Depending on how big or small an operation is, pursuing a career in Hospitality Management can entail several responsibilities. Although the job description for these duties varies, there are mainly five key responsibilities every Hospitality Manger should expect to administer: Managing budgets, customer service, supervising maintenance, coordinating departmental tasks, and overseeing food and beverage.
- Manage Budgets
There can’t be a business to run if the money isn’t there. Whatever the business is, managing any hospitality operation is a complex position that requires overseeing several departments within its organization. All of these sub-departments have budgets allocated to them. It is the Hospitality Manager’s job to disperse enough money to these departments that will ensure an efficient workflow toward the overall goal of the company. Two major responsibilities are marketing and approving/controlling/ expenditures.
Marketing is yet another important task that a Hospitality Manager must oversee. In order for a hotel, cruise line, restaurant, country clubs, and amusement park to thrive, they must let people know they exist!
Planning and strategizing smart marketing projects mean nothing without the money to support it. Everything from advertisements, sales plan, investing in signs, banners, community involvement, even down to the business cards and customized marketing trinkets all need to be taken into consideration when managing a marketing budget.
Every department within a hospitality organization has a need. Even with the most generous budget, all financial needs cannot always be met. However, if there weren’t a Hospitality Manager to oversee these needs, most operations would go bankrupt.
The Hospitality Manager needs to be aware of all expenses. Even though they have already allocated a set budget, they also need to know how each department is spending their allowance. This way, he or she can access and re-access if these funds are being spent efficiently and if not, re-access the overall budget.
- Customer Service
It’s one accomplishment to have a guest check in. It’s another to get them to come back. Implementing the best customer service is going to almost guarantee repeat business no matter how expensive the accommodations may be. If guests have had a pleasant experience with an establishment, they will not only come again, but they will recommend it to their friends and colleagues. If that business is doing it right, that guest will not realize that he or she is recommending the business. They will simply rave about what a great experience they had. This is where customer service plays a big role in making guests happy. The three ways to do this is to meet and greet guest, have excellent housekeeping, and address and rectify customer complaints.
Meet & Greet Customers
First impressions are the important ones. It is hospitality, after all! The overall goal of hospitality is to make temporary accommodations feel permanent. This is done by acknowledging their presence and making them feel like they are welcomed, and most importantly wanted. No one wants to feel like they are unwelcomed. Seeing that every guest is properly greeted when checking in to an establishment sets the tone for good customer service.
Again, guests need to be able to feel like their accommodations is like a home away from home, no matter the how brief the stay is. Making sure that every room (especially the bathroom) is properly cleaned, has fresh bedding, and sterilized kitchenette utensils will make all the difference. The last thing most guests want to do is worry about cleaning up after themselves. Overseeing that the housekeeping staff is carrying out their tasks of maintaining a clean environment is key.
Guests are paying establishments money from their hard earned jobs and expect at the very least to receive what the business said that it would provide. If for any reason, whether they are right or wrong, they feel that they are not receiving these provisions, it is the Hospitality Manager’s job to know why and resolve any discomfort the guest may have due to possible lack of customer service.
- Supervising Maintenance
Any operation that caters to the general public is a liability. Making sure that everything on the property is working and safe may also be the Hospitality Manager’s responsibility.
The business of hospitality not only deals with the internal operations of a business, but the exterior as well. Maintaining a property with good curb appeal attracts guests. Making sure that people are able to tour the grounds without injuring themselves is also important.
Additionally, a Hospitality Manager often oversees indoor and outdoor renovation projects as well.
A Hospitality Manager may be in charge of hiring the best security for his or her establishment and overseeing their daily operations as well. Security is important. Unfortunately, not everyone has proper manners. Although local law enforcement is on standby to aid any needs of the public, hiring security to police the perimeters of a private establishment makes guests feel safe. It also works well for preventative measurements.
- Coordinating Departmental Tasks
As aforementioned, there are many departments within the hospitality business. As a result, Assistant Hospitality Managers may be needed to oversee these departments depending on how large and/or demanding each sub-department is. The Human Resource Department and Finance Controllers may require the immediate attention of the Executive Hospitality Manager while the housekeeping staff may require an Assistant Hospitality Manager to oversee their operations. However the tasks are divided, it is the main or Executive Hospitality Manager’s job to ensure all of these departments run smoothly.
- Food & Beverage
Managing the inventory of food and beverage is also another department that may require an Assistant Hospitality Manager. Again this depends on how the business is designed. For hotel and cruise lines, this is a huge responsibility. Yet, some hospitality businesses may focus more on catering events and conventions. Providing enough food and drink will ultimately determine whether or not a guest is happy and will want to return.
So Much to Learn at Florida National University (FNU)!
The hospitality business can be glamorous, but it is also requires a great deal of skill and know-ho to manage a successful business. Our Hospitality Management program provides students with key introductory courses that will help them towards pursuing a career in that field. Start the enrollment process today to begin your journey toward a career in Hospitality Management. Contact FNU today!