HOTEL MANAGER / ASSISTANT

Hotel managers, assistant managers and desk clerks strive to ensure their guests will have a pleasant stay by providing many of the comforts of home, including cable television, fitness equipment, and voice mail. For business travelers, hotel managers make meeting rooms and a variety of equipment available, including slide projectors and fax machines.

General managers have overall responsibility for the operation of one or more hotels. Within guidelines established by the owners of the hotel or executives of the hotel chain, the general manager sets room rates, allocates funds to departments, approves expenditures, and establishes standards for service to guests, decor, housekeeping, food quality, and banquet operations. Managers who work for chains also may be assigned to organize and staff a newly built hotel, refurbish an older hotel, or reorganize a hotel or motel that is not operating successfully. In order to fill some low-paying service and clerical jobs in hotels, some managers attend career fairs.

Resident managers live in hotels and are on call 24 hours a day to resolve problems or emergencies. However, they typically work an 8-hour day, while overseeing the day-to-day operations of the hotel. In many hotels, the general manager also serves as the resident manager.

Assistant managers must ensure that the day-to-day operations of their various departments meet the standards set by the general manager. Some assistant managers are responsible for personnel, accounting and office administration, marketing and sales, purchasing, security, maintenance, and recreational facilities.

Front desk clerks are always in the public eye and, through their attitude and behavior, greatly influence the public's impressions of the establishment. They answer questions about services, checkout times, the local community, and other matters of public interest. Should guests report problems with their rooms, clerks contact members of the housekeeping or maintenance staff to correct them. In some smaller hotels and motels, clerks may have a variety of additional responsibilities usually performed by specialized employees in most larger establishments. These clerks may also perform the work of a bookkeeper, advance reservation agent, cashier, laundry attendant, and telephone switchboard operator.

Computers are used extensively by hotel managers and their assistants, to keep track of the guest's bill, reservations, room assignments, meetings, and special events; order food, beverages, and housekeeping and other supplies; and prepare reports for hotel owners and top-level managers. Managers work with computer specialists to ensure that the hotel's computer system functions properly. Should the hotel's computer system fail, managers must ensure that guests' needs continue to be met.

Because hotels are open around the clock, night and weekend work is common. Many hotel managers work considerably more than 40 hours per week. Managers who live in the hotel usually have regular work schedules, but they may be called to work at any time. Some employees of resort hotels are managers during the busy season and have other duties during the rest of the year.

Hotel managers sometimes experience the pressures of coordinating a wide range of functions. Conventions and large groups of tourists may present unusual problems. Dealing with irate patrons can be stressful. The job can be particularly hectic for front office managers around check-in and check-out time. Computer failures can further complicate an already busy time.

Desk clerks who greet customers and visitors usually work in highly visible areas, designed and furnished to make a good impression. Most work stations are clean, well lighted, and relatively quiet, and overall working conditions are usually pleasant. However, the work of hotel and motel desk clerks can be stressful when trying to serve the needs of difficult or angry customers. When guests are dissatisfied, these clerks must act as a buffer between the establishment and its customers. Hotel desk clerks may be on their feet most of the time.

Hotel managers must be able to get along with all kinds of people, even in stressful situations. They must be able to solve problems and concentrate on details. Initiative, self-discipline, the ability to organize and direct the work of others, and effective communication skills are essential for managers at all levels.

Because many hotel clerks deal directly with the public, good grooming habits and a pleasant personality are imperative, as are good problem-solving and interpersonal skills. Good spelling, typing ability, and computer literacy are necessary because most work involves considerable computer use.

EDUCATION

Postsecondary training in hotel or restaurant management is preferred for most hotel management positions, although a college liberal arts degree may be sufficient when coupled with related hotel experience. In the past, many managers were promoted from the ranks of front desk clerks, housekeepers, waiters and chefs, and hotel sales workers. Although some employees still advance to hotel management positions without the benefit of education or training beyond high school, postsecondary education is preferred.

Hotel management programs include instruction in hotel administration, accounting, economics, marketing, housekeeping, food service management and catering, and hotel maintenance engineering. Computer training is an integral part of hotel management training due to the widespread use of computers in reservations, billing, and housekeeping management. Restaurant management training or experience is also a good background for entering hotel management because the success of a hotel's food service and beverage operations is often of great importance to the profitability of the entire establishment.

Internships or part-time or summer work while in school is an asset to anyone seeking a career in hotel management. The experience gained and the contacts made with employers can greatly benefit students when they seek full-time employment after graduation. Most bachelor's degree programs include work-study opportunities. A bachelor's degree in hotel and restaurant administration provides particularly strong preparation for a career in hotel management. In 1996, over 160 colleges and universities offered bachelor's and graduate programs in this field. Over 800 community and junior colleges, technical institutes, vocational and trade schools, and other academic institutions also have programs leading to an associate degree or other formal recognition in hotel or restaurant management. For example, many colleges and universities have certification programs in executive housekeeping; these programs typically cover a wide variety of topics, including environmental and workplace safety as well as Federal, State, and local safety requirements. Graduates of hotel or restaurant management programs usually start as trainee assistant managers, or at least advance to such positions more quickly.

Sometimes large hotels sponsor specialized on-the-job management training programs which allow trainees to rotate among various departments and gain a thorough knowledge of the hotel's operation. Other hotels may help finance formal training in hotel management for outstanding employees.

Although hiring requirements for hotel clerk jobs vary, a high school diploma or its equivalent is the most common educational requirement. Good interpersonal skills and familiarity or experience with computers are also important to employers. Orientation for hotel and motel desk clerks usually includes an explanation of the job duties and information about the establishment, such as room locations and available services. New employees learn job tasks through on-the-job training under the guidance of a supervisor or an experienced clerk. They often need additional training in how to use the computerized reservation, room assignment, and billing systems and equipment.

A small number of cleaning supervisors and managers are members of the International Executive Housekeepers Association (IEHA). IEHA offers two kinds of certification programs to cleaning supervisors and managers—Certified Executive Housekeeper (CEH) and Registered Executive Housekeeper (REH). The CEH designation is offered to those with a high school education, while the REH designation is offered to those who have a 4-year college degree. Both designations are earned by attending courses and passing exams, and must be renewed every 2 years to ensure that workers keep abreast of new cleaning methods. Those with the REH designation typically oversee the cleaning services of hotels, hospitals, casinos, and other large institutions which rely on well-trained experts for their cleaning needs.

ADVANCEMENT

Most hotels promote employees who have proven their ability and completed formal education in hotel management. Newly built hotels, particularly those without well-established on-the-job training programs, often prefer experienced personnel for managerial positions. Large hotel and motel chains may offer better opportunities for advancement than small, independently owned establishments, but relocation every several years often is necessary for advancement. The large chains have more extensive career ladder programs and offer managers the opportunity to transfer to another hotel or motel in the chain or to the central office if an opening occurs. Career advancement can be accelerated by completion of certification programs offered by the associations listed below. These programs generally require a combination of course work, examinations, and experience.

Advancement for hotel clerks generally comes about by promotion to a supervisory position. Additional training is helpful in preparing clerks for promotion. In the lodging industry, clerks can improve their chances for advancement by taking home or group study courses in lodging management, such as those sponsored by the Educational Institute of the American Hotel and Motel Association.

NATIONWIDE EARNINGS

Salaries of hotel managers vary greatly according to their responsibilities and the segment of the hotel industry in which they are employed. In 1996, annual salaries of assistant hotel managers averaged around $40,000, based on a hospitality industry survey conducted by Roth Young Personnel of Oklahoma City. Salaries of assistant managers also varied because of differences in duties and responsibilities. For example, food and beverage directors averaged $43,000, whereas front office managers averaged $28,000. The manager's level of experience is also an important factor.

In 1996, salaries of general managers averaged nearly $54,000, according to the Roth Young survey. Their salaries ranged from $39,000 to $81,000, depending on the size and type of establishment. Based on limited information, managers may earn bonuses up to 25 percent of their basic salary in some hotels. In addition, managers and their families may be furnished with lodging, meals, parking, laundry, and other services. Some hotels offer profit-sharing plans and educational assistance to their employees.

In 1996, median weekly earnings of full-time hotel and motel desk clerks were about $267. Earnings of hotel and motel desk clerks vary considerably depending on the location, size, and type of establishment in which they work. Large luxury hotels and those located in metropolitan and resort areas generally pay clerks more than less exclusive or "budget" establishments and those located in less populated areas. In addition to their hourly wage, full-time clerks who work evenings, nights, weekends, or holidays may receive shift differential pay. Some employers offer educational assistance to their employees. The Hotel Employees and Restaurant Employees International Union represents these workers.

Hotel managers and assistant managers held about 175,000 jobs in 1996. A significant number of these jobs were held by self-employed managers—primarily owners of small hotels and motels. Some managers were employed by companies that manage hotels and motels under contract.

Employment of hotel managers is expected to grow about as fast as the national average for all occupations through the year 2006. However, long hours and stressful working conditions result in high turnover in this field, with most job openings expected to occur as experienced managers transfer to other occupations, retire, or stop working for other reasons. Job opportunities in hotel management are expected to be good for persons with college degrees in hotel or restaurant management.

Business travel will continue to grow, and increased domestic and foreign tourism will also create demand for additional hotels and motels. However, manager jobs are not expected to grow as rapidly as the hotel industry due to consolidation, with chains and franchises acquiring independently owned establishments. In addition, front desk clerks are increasingly assuming some responsibilities previously reserved for managers. Also, to accommodate bargain-conscious guests, hotel chains are increasing the number of economy-class rooms. Economy hotels offer clean, comfortable rooms and front desk services without costly extras like restaurants and room service. Because there are not as many departments in each hotel, fewer managers are needed. Economy-class hotels have a general manager, and regional offices of the hotel management company employ department managers, such as executive housekeepers, to oversee several hotels.

Demand may also increase for suite hotels as some guests, especially business customers, are willing to pay higher prices for rooms with kitchens and suites that provide the space needed to conduct meetings. In addition to job growth in suite hotels and economy-class hotels, large full-service hotels—offering restaurants, fitness centers, large meeting rooms, and play areas for children, among other amenities—will continue to offer many trainee and managerial opportunities.

Hotel and motel desk clerks held about 144,000 jobs in 1996. This occupation is well suited to flexible work schedules, with over 1 in 4 desk clerks working part time. Because hotels and motels are found in all parts of the country, so are these jobs.

Employment of hotel and motel desk clerks is expected to grow faster than the national average for all occupations through the year 2006 as more hotels, motels, and other lodging establishments are built, and as occupancy rates rise. Job opportunities for hotel and motel desk clerks should be good because turnover is very high. Each year, thousands of workers transfer to other occupations offering better pay and advancement opportunities, or simply leave the workforce altogether. Opportunities for part-time work should continue to be plentiful, because the front desk must be staffed 24 hours a day, 7 days a week.

Employment of hotel and motel desk clerks should be favorably affected by an increase in business and leisure travel. Shifts in travel preference away from long vacations and toward long weekends and other, more frequent short trips also should increase demand. The expansion of smaller, budget hotels and less construction of larger, luxury establishments reflects a change in the composition of the hotel and motel industry. As employment shifts from luxury hotels and the broad services they provide to more "no-frills" operations, the proportion of hotel desk clerks should increase in relation to staff such as waiters, waitresses, and recreation workers. Often the hotel desk clerk is responsible for all front office operations, information, and services in a no-frills establishment.

However, the growing effort to cut labor costs while moving towards more efficient service is expected to slow the growth somewhat of desk clerk employment. The role of the front desk is changing as some of the more traditional duties are replaced by technology. New technologies automating check-in and check-out procedures now allow guests to bypass the front desk in many larger establishments, reducing staffing needs. The expansion of automating technologies, such as interactive television and computer systems to dispense information, should further impact employment in the future as such services become more widespread. Employment of desk clerks is also sensitive to cyclical swings in the economy. During recessions, vacation and business travel declines and hotels and motels need fewer clerks.