聚光灯
Bed and Breakfast Innkeeper, Front Desk Manager, Front Office Director, Front Office Manager, Guest Relations Manager, Guest Services Manager, Hotel Manager, Night Manager, Resort Manager, Rooms Director
Nothing can spoil a vacation faster than a bad lodging experience! Imagine walking into a hotel where there’s a huge line to check in, your room is dirty, the pool is closed, and the food is terrible. These and a thousand other things can happen if there’s not an experienced Lodging Manager running the establishment.
From hotels to mega-resorts, they ensure lodging facilities and staff provide guests with a pleasant experience during their stay. This includes establishing standards, overseeing operations, reviewing customer feedback, and keeping an eye on maintenance issues. They also handle budgets, hire new staff, monitor regulatory compliance, and provide team leadership and guidance.
Note, some establishments are so large, they have multiple managers who handle specific areas, such as the front desk, revenue, or convention services.
- Creating memorable experiences for guests
- Enhancing the reputation and profitability of lodging establishments
- Leading and developing hospitality professionals
- Implementing innovative solutions to improve services
工作日程
Lodging Managers typically work full-time, including evenings, weekends, and holidays. They are also on call to address urgent issues.
典型职责
- Oversee daily operations and address issues or problems
- Monitor staff to ensure performance, efficiency, and customer service
- Coordinate schedules and activities
- Hire, manage, and help train staff members
- Conduct routine inspections of areas including rooms, lobbies, dining areas, parking lots, pools, and grounds
- Examine kitchens. Sample food and dishes for quality assurance
- Monitor building maintenance work
- Ensure compliance with health, safety, and lodging regulations
- Respond to guest questions. Try to resolve complaints promptly
- Ensure housekeeping standards are maintained
- Establish budgets, allocate funds, and approve purchases
- Maintain or oversee financial records (e.g., work orders, guest billing, supply purchases, payroll, etc.)
- Review occupancy rates. Track financial performance and compare against quarterly projections
- Help devise marketing campaigns to attract more guests and appeal to previous guests
- Manage hosted events and conferences
额外责任
- Negotiate contracts with suppliers and vendors
- Stay updated on industry news and best practices
- Manage or oversee social media and online guest reviews
- Develop and enforce policies and procedures
- Network with travel agents, tour operators, and event planners
软技能
- 积极倾听
- 适应性
- 注重细节
- 预算管理
- 商业敏锐度
- 交流
- 合规思维
- 解决冲突
- Cost efficiency
- 客户服务
- 可靠的
- 同理心
- 诚信
- 人际交往技巧
- 领导和管理
- 多任务处理
- 组织能力
- 解决问题
- 团队合作
- 时间管理
技术技能
- Asset management and inventory control
- 预订和预约系统
- Budgeting and financial management
- Building energy management and sustainability
- Building maintenance management
- 合同谈判和供应商管理
- 客户关系管理 (CRM) 软件
- 数据分析
- 活动策划
- 健康与安全条例
- 人力资源管理
- Knowledge of local, state, and federal building codes and regulations (ADA compliance, fire safety standards, environmental regulations, etc.)
- Marketing and sales
- Mechanical and electrical systems
- 谈判技巧
- 性能分析
- 项目管理
- Property Management System (PMS) software
- 风险评估和应急准备
- 安排和协调物流与交付
- 智能楼宇运行
- Bed and breakfasts
- Hostels
- 宾馆
- Motels
- Resorts
- Vacation rentals
Lodging Managers play a critical role in establishing and maintaining the reputation of their establishment. They are expected to maintain high standards of service and ensure guest satisfaction. They’ve got to multitask every day, anticipate and address issues in advance, and keep an eye out for unexpected problems.
Handling guest complaints and resolving issues swiftly can be challenging, especially when guests are acting frustrated or unreasonable. Still, managers must keep their cool and do their best, to please the customers. Work shifts can run long, especially during busy seasons. They also have to be on call for emergencies.
The lodging industry is evolving with the increased use of technology to enhance guest experiences, with mobile check-ins, mobile payments, digital concierge services, and personalized marketing now the norm. In fact, many establishments are using tech for labor management and scheduling because they employ fewer staff members than before the pandemic. But such tech-related trends come with their own challenges when things go wrong.
Sustainability is also a hot topic, with establishments adopting eco-friendly practices such as energy-efficient lighting, water conservation measures, reduced plastics usage, and sourcing local and organic materials for dining options. The push towards sustainability is supported by certifications and green initiatives.
- Lodging Managers need at least a high school diploma or equivalent
- Some start in entry-level roles such as front desk staff or interns, then work their way up to managerial positions. Others complete an associate degree in hotel management or a bachelor’s degree in hospitality management, then start as manager trainees
- Completing a combination of relevant work experience and academic credentials may be the ideal option!
- Common college courses may include:
- 活动管理
- 财务管理
- 餐饮管理
- 酒店管理
- Hotel Operations
- 人力资源管理
- 市场营销
- Sustainable Hospitality
- Tourism and Destination Management
- Lodgement Managers need to develop proficiency in relevant software tools such as:
- 预订和预约系统
- Budgeting and financial programs
- 客户关系管理 (CRM) 软件
- 数据分析程序
- Human resources management software
- Inventory software
- Marketing programs
- Property Management System (PMS) software
- For those who want to add to their credentials, consider options such as:
- The American Hotel & Lodging Educational Institute’s Certified Hospitality Manager Online Learning Suite and Exam or Hospitality and Tourism Management program
- There are also American Hotel and Lodging Association certifications such as:
- 其他认证包括：
- A college degree is not required for all jobs in this field. Some workers can get started in entry-level positions with enough related work experience. An associate degree in hotel management or a four-year degree in hospitality management can help get your foot in the door.
- Look for programs that offer practical experiences, like internships with hotels or resorts.
- 考虑课程成本、经济援助的可用性，以及与行业合作伙伴的任何联系，从而获得就业机会。
- 寻找为酒店管理专业学生设立了Eta Sigma Delta荣誉协会分会的学校。
- In high school, take courses in business, economics, accounting, and hospitality, if offered
- Take advanced placement (AP) or dual enrollment courses related to business and management
- Work on your communication and interpersonal skills. Volunteer for activities or clubs where you can get practice in leadership and management roles
- Practice public speaking by joining a speech or debate team
- Consider learning a second language
- Develop organizational skills by helping with school or community events
- Seek part-time jobs or internships in the hospitality industry, such as at local hotels or resorts. If you can’t find any, consider opportunities to work in facilities management or customer service
- Attend local workshops or seminars on hospitality or business management
- Network with professionals by attending career fairs or industry events
- Research trends in the hospitality industry to stay updated on current practices
- See if your college hosts a chapter of the Eta Sigma Delta Honor Society for hospitality and tourism management students
- 查看Indeed和Glassdoor 等门户网站上的招聘信息。上传您的简历并注册接收新职位提醒
- Ask your school’s career counselor or service center for help preparing resumes and looking for jobs
- If needed, apply for entry-level roles such as front desk clerk or facilities management assistant
- Write your Lodging Manager resume to highlight relevant education, certifications, internships, and skills. Make sure to avoid any spelling or grammar mistakes
- 注意招聘启事中的关键字，并尝试将其融入简历中。关键词可包括
- Asset Management
- 预算编制和财务管理
- 应急准备
- 能源管理
- 活动管理
- 设施运行
- 财务管理
- 餐饮管理
- 健康与安全合规
- 酒店管理
- Hotel Operations
- 人力资源管理
- 市场营销
- 项目管理
- Sustainable Hospitality
- 供应商管理
- Review common Lodging Manager interview questions to practice your replies in mock interviews
- Sample questions might include “If you were starting work at a new hotel tomorrow, what would you do to get up to speed on hotel operations?” or “How have you saved time or reduced cost at your current/previous hotel?”
- Read about trends and be familiar with the technologies and terminology before going into interviews
- Prepare for interviews by researching the hiring organization’s website to learn about their mission and typical guests
- 如果得到将与您面谈的人的姓名，请查阅他们的职业履历，了解他们的一些情况
- 着装专业，面试成功！
- Express your interest in career advancement to your supervisor. Ask if there are specific professional development classes or certifications they’d like you to complete
- Do your best to ensure the facility under your supervision is profitable and keeps guests happy
- 提供出色的客户服务。以尊严和尊重对待所有客人和访客，关注客户的评价和反馈意见
- 征求上司和同事的反馈意见，找出需要改进的地方
- 展示可靠性，树立称职、创新型管理者的声誉
- Be a thoughtful supervisor who takes care of staff and contractors and inspires them to do their best
- 考虑攻读工商管理硕士学位（MBA）。这将使您有资格获得更高的管理职位
- Be active within professional organizations like the American Hospital Association, American Hotel & Lodging Association, or Association of Lodging Professionals
- 如有必要，考虑搬迁或申请更大的机构
- Read industry news and participate in discussion groups to learn about trends
网站
- Accreditation Commission for Programs in Hospitality Administration
- 美国医院协会
- American Hotel & Lodging Association
- American Hotel & Lodging Educational Institute
- Association of Lodging Professionals
- Building Operating Management Magazine
- 国际建筑业主和管理者协会
- Facility Management Journal
- Hospitality Net
- Hospitality Online
- Hotel Management Network
- 国际场地管理人协会
- 国际酒店、餐馆和机构教育理事会
- National Facilities Management & Technology
- 全国餐馆协会
- 维护与可靠性专业人员协会
- U.S. Green Building Council, Inc.
书籍
- HOSPITALITY 2.0: Digital Revolution in the Hotel Industry, by Ira Vouk
- Hospitality DNA: Career Journeys with Unprecedented Insights from Industry Award Winners, by Dave Nitzel and Dave Domzalski
- Hotel Management and Operations, by Denney G. Rutherford
- The Heart of Hospitality, by Micah Solomon
It can take years to acquire the necessary skills, experience, and academic requirements to land a job as a Lodging Manager. Many workers start in other industry-related positions and then work their way up. If you’re curious about some related career options, check out our list below!
- 行政服务经理
- Concierge
- 客户服务代表
- 活动策划人
- 设施经理
- First-Line Supervisor of Entertainment and Recreation Workers
- 食品服务经理
- Gambling Services Worker
- Human Resources Specialist
- 会议、大会和活动策划师
- 物业、房地产和社区协会经理
- Restaurant Manager
- 销售经理
- Spa Manager
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