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Hotel resident managers are responsible for the efficient running of hotels and lodgings. By supervising staff and overseeing operations, they aim to ensure that the hotel maximizes customer satisfaction, revenue and profitability. Resident managers live on the premises and are available on call to deal with problems anytime, night or day. They generally report to the general manager of an individual hotel or to the regional manager of a group of hotels.
A bachelor’s degree in hospitality or hotel management is important for resident managers planning to work in large hotels, according to the U.S. Bureau of Labor Statistics. A high school diploma, coupled with experience working in a hotel, may be sufficient for managers in smaller hotels. Managers can improve their professional credentials by obtaining certification in different aspects of hotel management, such as revenue management, marketing, financial management or strategy. Cornell University School of Hotel Administration, for example, offers a range of certification programs in hospitality and food service management.
Good interpersonal and customer service skills are important for this role. Hotel resident managers must be able to deal politely and efficiently with guests to make sure that they are satisfied with the service they receive. They must have good supervisory skills to lead and motivate a team of full-time and casual employees. Financial and analytical skills are essential to ensure the efficient, profitable operation of the business. Hotel resident managers must be able to work under pressure, particularly when the hotel has to deal with large groups of guests, or when guests have complaints.
Hotel resident managers are responsible for the efficient operation of the front desk. They train and supervise reception staff and develop policies and procedures to ensure that guests can check in and check out quickly and easily. Managers monitor the accuracy of guests’ bills and resolve any queries.
Managers recruit, train and supervise the team of employees who prepare rooms, serve food and drinks, greet guests or operate hotel facilities, such as bars, conference rooms or swimming pools. Managers must ensure that sufficient staff are on duty to provide a prompt service to guests, while controlling overall labor costs. They check the work of hotel staff by inspecting rooms or monitoring check-in times to ensure that the team is meeting quality standards.
To maintain financial control, resident managers analyze income and expenditure. They set room rates and adjust rates in line with seasonal demand. If income is falling below target, they develop marketing plans to increase occupancy or raise revenue from other sources, such as hosting conferences or special events. They also analyze costs to identify opportunities for savings without sacrificing the quality of service.
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