Careers in Lodging and Food and Beverage Industries
Andre L. Conyers
Professor Darrin Stern
There are numerous opportunities for management careers within the lodging and food and beverages industry such as, the Front Office Manager, Hotel Manager, Food and Beverage Manager, and the General Manager. The Front Office Manager is responsible for overseeing all front office operations to insure profitability, control costs and quality standards ensuring total guest satisfaction. This position is a very highly visible leadership position that has learned and mastered the company standards and also ensures that the guest satisfaction survey results are above brand and customer's relations and recovery are strong and immediate. Also this position requires daily interaction with guest service associates and other key personnel to consistently deliver impeccable services. The hotel manager will hire, train, develop, empower, coach and counsel, perform performance reviews, handle guest issues and correspondence as well as encourage latitude for innovative ideas to enhance customer service and customer retention and sales. The Front Office Manager will motivate their associates so a superior level of quality service and hospitality is provided to the hotel customers and ensure an optimal level of guest satisfaction and repeat business is achieved by responding to guest's special requests, needs, problems, issues and concerns. This part of management will supervise the Front Desk Clerks, interview, schedule, train, develop, empower, coach and counsel, recommend performance reviews, resolve problems, provide open communication and recommend discipline, as appropriate. They will also perform special projects and other responsibilities as assigned and participate in task forces and committees as needed. This makes the Front Office Manager an essential part of making the guest experience pleasurable as well as all needs being met from the time they enter the hotel until the time they check out of the hotel. The Hotel Manager works with all management staff and the marketing and operational departments to develop and produce an outstanding hotel experience. They are also responsible for the overall operating performance, guest satisfaction, and financial results for the property. The Hotel Manager Plans, organizes, directs and coordinates the operations of all Rooms Division, Retail, Engineering, Catering and Conference Management, Third Party Vendors and Food and Beverage departments in accordance with the standards and guidelines of the hotel as well as corporate budgetary and profit guidelines. He/She works closely with Managing Director, Director of Finance, Director of Sales and Marketing, and the Director of Human Resources to develop annual hotel goals and action plans; also they work with the hotel department managers and their department heads to establish goals and objectives that coordinate with the overall hotel wide goals and objectives. The Hotel Manager will coordinate the operations and activities of the above departments to ensure synergy within the resort to reach financial performance and guest satisfaction objectives. They evaluate the changes in guest needs, the hotel’s guest mix, also industry and competitive trends to recommend appropriate product, services, and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns. He/She will assist the Managing Director in the development of annual hotel operating budget with the involvement of Director of Finance, and Sales and Marketing Director. The Hotel Manager is the lead in making sure the hotel has hired qualified personnel that put the guest as well we as the employees satisfaction and well being first. The Food and Beverages Manager also known as the Food and Beverages director responsibilities consist of having leadership skills to manage other employees and communication...
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