Hotel Management Lecture Notes Joana Mills Quarshie M Hotel Management Lecture Notes Joana Mills Quarshie M.Phil (Tourism Management) 7th Nov, 2017

Introduction

Introduction cont’d Introduction of Topic – Roles and Responsibilities of the Hotel Manager “The general manager is the key implementer of the business strategy for the hotel (property) and the behavioural role model for the entire management team” (Rutherford & O’Fallion, 2007) The management team include – General manger (GM), Resident manager, Front Office manager, Housekeeping manager, Food & Beverage manager, Human Resources manager, Director of Security, Sales and Marketing manager, Financial Controller and Chief Engineer.

Introduction cont’d Order of Presentation Roles and responsibilities of General Manager Resident Manager House Keeping manager Food and Beverage Manager Human Resources Manager Director of Security Sales & Marketing Manager Financial Controller Review Conclusion

Roles and Responsibilities of Key Hotel Executives General Manager The main responsibilities of the general manager (GM) include: Providing leadership to the management team Coordinating the work of all departments Participating in the formulation of hotel policies and strategies Leading the hotel staff in meeting the financial, environmental and community goals Assuming full responsibilities for the overall performance of the hotel

Roles and Responsibilities of Key Executive cont’d General Manager’s role put under three categories: 1. The short-run - demands on hotel GMs revolve around the daily, ongoing operational issues of Providing high-quality guest service, Controlling costs, Maximizing revenues and Intense pressure to earn profit and render high quality service (Rutherford & O’Fallion, 2007).

Roles and Responsibilities of Key Executive cont’d Short – run cont’d: Managerial Role as Operational Controller – is characterised by a high degree of involvement of the operations of the hotel. Since the activities of a hotel are both numerous and diverse, GMs must constantly monitor and disseminate detailed information pertaining to daily operational matters.

Roles and Responsibilities of Key Executive cont’d 2. Intermediate Run: Train and develop subordinates Fine-tune hotel’s service strategy to changing external environment Develop and refine the organisational structure (Rutherford & O’Fallion, 2007)

Roles and Responsibilities of Key Executive cont’d Intermediate Run cont’d: Managerial Role as an Organisational Developer – allow GMs to monitor information about both the community and the competitive environment. This requires them to liaison between the hotels and the outside environment

Roles and Responsibilities of Key Executive cont’d 3. Long Run: 1. Capital expenditure decisions in line with hotel’s strategic service vision 2. Develop and sustain organisational stability (Rutherford & O’Fallion, 2007) Managerial Work Roles as Business Maintainer - requires the GM to see to the long run capital requirements and organisational stability of the hotel.

Activity (1) Given the opportunity to act as the General Manager of a hotel for one day, what will you do differently. Discuss with the class.

Roles and Responsibilities of Key Hotel Executives Cont’d Resident Manager The main responsibilities of the resident manager include: Holding a major responsibility in developing and executing plans developed by the owner(s), the general manager and other members of the management team Checking on operations, providing feedback and offering assistance when needed Completing, reviewing and summarizing statistical reports and sharing them with the general manager Assuming responsibilities for the daily operations and management of the hotel

Roles and Responsibilities of Executive Housekeeper Supervises and also responsible for cleanliness, order and appearance of the hotel rooms and public areas, facilities, service corridors as well as linen and uniform rooms. Interviews, selects and engages staff in conjunction with human resources manager Prepares reports as required Prepares work schedules, work procedures and job descriptions

Roles and Responsibilities of Executive Housekeeper cont’d Compiles duty rotas, holiday lists, etc. Maintains personnel records Responsible for the welfare of housekeeping staff Orders and controls equipment, materials and linen Handles complaints Key control

Roles and Responsibilities of Executive Housekeeper Cont’d Fig (1): Double Bed

Roles and Responsibilities of Food & Beverage Manager Food and Beverage Manager - The roles and responsibilities of a Food and Beverage Manager typically cover a number of areas. They have the sole responsibility of the day-to-day running of the F&B department. Also ensuring budgetary controls while overseeing pricing and purchasing in all food and beverage areas.

Roles and Responsibilities of Food & Beverage Manager cont’d Fig (2) A Dining Area of a Restaurant

Roles and Responsibilities of Food & Beverage Manager cont’d The F&B manager is involved in the recruitment and supervision of a highly skilled F&B team and; Responsible for the creation and implementation of seasonal F&B marketing strategies including input into menu planning. Dealing with all matters concerning spirits, wines and beers.

Roles and Responsibilities of Food & Beverage Manager cont’d The responsibilities F&B manager also include: Ensuring that the profit margins are achieved for each food and beverage outlet. Purchasing, receiving, storing and issuing liquor as well as controlling the overall inventory. Interviewing and selecting staff. Training of staff for supervisory level.

Roles & Responsibilities of Food & Beverage Manager cont’d Promotion of the beverage department and marketing . Co-ordinating requests from other departments within the hotel. Complying with health and safety regulations. Holding regular meetings with section heads to ensure that all departments are working efficiently.

Roles and Responsibilities of Food and Beverage Manager cont’d Fig (3) Kitchen Designed for Food Production

Roles and Responsibilities of Human Resources Manager Responsibilities of Human Resources Manager include: Dealing with recruitment Training of staff Responsible for staff induction and orientation Setting up grooming and discipline standards for staff to follow Responsible for staff wages, promotions and welfare

Roles and Responsibilities of Director of Securities Director of Security: The director of security works with department manager to develop cost-control procedures that help ensure employee honesty and guest safety. Supervises an ongoing training program in cooperation with department managers to instruct employees in fire, job, and environmental safety procedures. Primary responsibility is to implement programs that make employees security minded and help to prevent crime from occurring.

Roles and Responsibilities of Director of Securities cont’d Director of security: Preventive security precautions are the central theme of the security department today. The director of security’s background is usually in police or detective work or in security or intelligence in the armed services.

Activity (2) In groups discuss some of the security issues affecting the hospitality industry.

Roles and Responsibilities of Sales and Marketing Manager Sales & Marketing Manager: The person in this position plays an essential role in all departments of the hotel. An effective director of marketing and sales not only wants to attract external sales such as conventions, small business conferences, wedding receptions, and dining room and lounge business but also provides direction for promoting in-house sales to the guests.

Roles and Responsibilities of Sales and Marketing Manager The director of marketing and sales is constantly evaluating new markets, reviewing the needs of existing markets and watching new promotions by the competition. Organizing sales promotions, working with community and professional groups to maintain public relations Working with other department directors to establish product and service specifications and in-house promotional efforts, and following up on details. This is a high energy position that not only provides financial vitality but also fosters the attainment of financial goals by all departments.

Roles and Responsibilities of Financial Controller Often the general manager relies on the controller for financial insight into the operations of the property, including: Cash flow, discounts, evaluation of insurance costs, fringe-benefit cost analysis, investment opportunities, computer technology applications, banking procedures, and more. The controller’s department processes accounts payable (amounts of money the hotel owes to vendors); accounts receivable (amounts of money owed to the hotel by guests) and the general ledger (a collection of accounts the controller uses to organize the financial activities of the hotel.

Roles and Responsibilities of Financial Controller cont’d The financial controller’s office also processes the statement of cash flows (a projection of income from income-generating areas of the hotel); the profit-and-loss statement (a listing of revenues and expenses for a certain time period) and The balance sheet (a listing of the financial position of the hotel at a particular point in time). This busy department provides financial information to all department managers.

Roles and Responsibilities of Chief Engineer Manage the operation and administration of the maintenance department to ensure all hotel structures, furnishings and equipment are functional. Performs routine administrative task such as purchasing, supply and equipment inventory control, processing maintenance request. Conduct research and interview vendors to obtain the best price and availability of maintenance supplies. Hire, train, schedule, support, review, discipline and terminate appointment of staff who work directly under them Participate in regular inspection of the entire hotel.

Review General Manager Resident Manager Housekeeping Food and Beverage Sales & Marketing Finance & Accounts Security Human Resources Maintenance / Engineering

Conclusion Major hotels of today provide general managers with variety of challenges which needs careful attention. To be effective at all three job functions requires that managers perform a large variety of managerial work roles. Every managerial work role carries with it some communication requirement. The hotel manager must be skilful at gathering, analyzing, and disseminating external and internal information. To become effective, hotel managers should understand the hotel job demands and relationship issues hotels thrust upon them.

Suggested Reading Rutherford, D. G. & O’fallion, M. J. (2007). Hotel Management and Operations, John Wiley and Sons Inc., Hoboken, New Jersey, USA. Barrows, C. W., & Powers, T. (2009). Introduction to Hospitality Management, John Wiley and Sons Inc., Hoboken, New Jersey, USA. Mensah, I. (2009). Management of Tourism and Hospitality Services, Accra, Ghana: Woeli Publishing Services.

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