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Working as a manager for a hotel can often be a satisfying job, with duties ranging from assigning rates for rooms to making decisions regarding the decor of the lobby. Although the position can indeed be interesting and fulfilling, it's best served by someone who knows how to effectively solve problems. Efficient conflict resolution is a big part of a career as a hotel manager.
No Reservations and Zero Vacancies
If a couple shows up at the front desk of a hotel smack-dab in the middle of its busiest season, the first thing the front desk clerk is going to inquire about, in most cases, is whether they have a reservation. If the pair insist over and over again that they made a reservation but can offer no tangible proof in the form of a confirmation email printout, for example, this could be a conflict for the manager to handle. While this can be fairly easy to take care of during slow periods, it can be challenging when absolutely no room vacancies are available. Hotel managers need the ability to think rapidly to manage these types of dilemmas. Hotels frequently have policies for overbooking, often compensating for a stay at another lodge of similar pricing. However, many guests still feel irked by having to change their plans.
Loud guests can be extremely frustrating for hotel managers, especially if everyone else on the floor won't stop calling the front desk to complain about them. While a hotel employee can issue a warning after the first complaints, things can get complicated when the guests refuse to keep their noise level down. If the early hours of the morning have arrived and the ruckus still continues, it's time for the hotel manager to make a decision. Hotels often have a "three strikes and you're out" policy when it comes to noisy guests, but that doesn't always prevent disgruntled customers at the hotel from feeling like they didn't receive the restful slumber they wanted. This could lead to some pointing fingers at management the next morning.
One common source of conflict in hotel management involves hotel amenities and features. If a guest believes that his room doesn't live up to the features listed on the hotel's website, he might ask to speak to the manager. These grievances can be about anything from the quality of the mattress and the water pressure in the shower to the view of the skyline and the temperature of the room. If a guest isn't satisfied, it's up to the manager to react in a calm, cool manner and essentially do what he can to resolve the situation, whether it's granting a room refund, offering a gift certificate for the on-site hotel restaurant or some other form of restitution.
Annoyance With Staff
Many complaints directed at managers of hotels are centered around frustrations with the staff. If a guest arrives at the front desk after a long overseas flight to find the front desk clerk away from the desk for 30 minutes, she might react in an annoyed manner. If she asks to speak to the manager for a refund, for example, the ball is in his court to figure out how exactly to resolve the problem. Possible complaints about hotel staff are practically endless. Guests can be unhappy with things such as lack of promptness and even perceived snippy tones or poor attitudes from hospitality workers.
- The Princeton Review: Hotel Manager
- Snagajob: Hotel Manager Job Description
- Occupational Outlook Handbook 1996-1997; DIANE Publishing Company
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- Hotel Front Office Management; James A. Bardi
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- Front Office Operations and Management; Ahmed Ismail