Hotel and Motel Manager
Hotel and motel managers play a crucial role in overseeing the daily operations of lodging establishments, ensuring they function efficiently and profitably. They often manage a variety of responsibilities, including hiring staff, developing budgets, implementing marketing strategies, and enforcing policies. The work environment is typically fast-paced and can vary significantly depending on the size of the property; larger hotels may have specialized department managers, while smaller motels may be managed by the owner. These managers are also the primary point of contact for guests, addressing their needs and resolving complaints to ensure a satisfactory experience.
To pursue a career in hotel and motel management, an entry-level education typically requires at least a high school diploma, though many positions benefit from further training in hospitality management or business. Experience in various hotel departments is often necessary for advancement to a managerial role. The job outlook for hotel and motel managers is positive, with a projected employment growth rate of 7%, indicating a demand for skilled professionals in the hospitality sector. Overall, this career offers dynamic opportunities for individuals interested in customer service, problem-solving, and multitasking in a vibrant environment.
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Subject Terms
Hotel and Motel Manager
Snapshot
Career Cluster(s): Business, Management & Administration, Hospitality & Tourism, Marketing, Sales & Service
Interests: Handling many projects at once, problem solving, customer service
Earnings (Yearly Average): $65,360 per year $31.42 per hour
Employment & Outlook: 7% (Faster than average)
Entry-Level Education High school diploma or equivalent
Related Work Experience Less than 5 years
On-the-job-Training None
Overview
Sphere of Work.Hotel and motel managers ensure that all operations of a lodging establishment or property are carried out in an efficient and profitable manner. Hotels will generally have a general manager, while motels, which are designed and built to accommodate motorists (and which often provide direct access to rooms from a central parking lot) may be managed by an owner if operated independently. In general, hotel and motel managers hire and terminate employees, develop and implement budgets, oversee marketing for their location, make and enforce hotel policies, approve repairs and renovations, and are active in the community. Hotel general managers who oversee larger and luxury properties will coordinate with departmental managers to ensure that each aspect of the property operates effectively and that guests’ every need is met. Hotel managers achieve their positions after many years of working their way upward through various departments and properties. In an independent setting, such as a bed and breakfast, the owner is responsible for all aspects of the business, from housekeeping to bookkeeping.
Work Environment. Hotel and motel managers spend the majority of their time in the hotel or motel in which they work. Depending on the size of the lodging facility, they may frequently attend meetings with department managers, external consultants, and other individuals to discuss marketing, customer service, employee relations, and internal operations. In general, a hotel is a busy, complex environment, with many separate parts working in concert with one another. It is the hotel manager’s responsibility to keep this system operating smoothly. A motel, while less complex, is equally composed of many separate parts working together from the front desk to facility maintenance and housekeeping, all of which might fall upon the shoulders of a manager-owner in an independent setting. As a result, both hotel and motel managers often work long hours and maintain a very active schedule.
Occupation Interest. Hotel and motel managers are at the heart of a thriving lodging establishment. It is a high-profile position that gives the manager a role to play in every part of a hotel or motel facility. Hotel and motel managers have the opportunity to direct the activities of the entire staff, serve as the public face of the property or business, and find ways to increase revenues, productivity, and efficiency. Their jobs are rarely routine or confined to one area of operation, which means that the manager is frequently mobile and constantly interacting with others in every part of the property. Those who enjoy projects, problem solving, and decision making may find hotel management a fulfilling occupation.
A Day in the Life—Duties and Responsibilities. The job responsibility of a hotel or motel manager typically varies with the size of the property and the number of employees. Most managers develop the property’s annual budget, assess sales revenues and expenses, plan marketing strategies, and hire and terminate employees (larger properties will have a human resources department responsible for employee relations). When the property is in need of repairs, the manager will be involved with the decision-making process, such as approving design plans and expenses and hiring contractors. Furthermore, hotel and motel managers enact security policies designed to keep guests and their belongings safe while on the property. Finally, the manager must comply with all local ordinances and regional and national laws governing lodging establishments.
Hotel and motel managers must also work closely with mid-level managers and their departments to ensure that their respective areas are operating smoothly on a day-to-day basis. For a larger facility, this might include working with high-level managers responsible for areas such as catering, facility management, and human resources. In a smaller facility, this might include working with the supervisors of the various departments, from the front desk to housekeeping. Hotel and motel managers typically create or approve new company-wide policies. These include employee benefits, sales reporting protocols, reservations systems, and housekeeping standards. Managers are responsible for reporting or communicating these policies as they are passed down to the property level from a corporate body.
In smaller properties, a hotel and motel manager may have additional responsibilities, such as managing the front desk and reservations, selling meeting space, and even making repairs. Regardless of whether the property is large or small, one of the most important jobs a manager has is ensuring that the guest is satisfied. A manager must do his or her best to field and address guest complaints and concerns in such a way that customers are satisfied and likely to return.
Front Office Managers (187.137-018). Front Office Managers supervise the front office activities and take care of reservations, room assignments, unusual requests, inquiries, and guests’ complaints.
Lodging Facilities Managers (320.137-014). Lodging Facilities Managers supervise and maintain temporary or permanent lodging facilities such as small apartment houses, hotels, trailer parks, tourist camps, and resorts.
Executive Housekeepers (187.167-046). Executive Housekeepers are responsible for insuring that guest rooms, meeting and banquet rooms, and public areas are clean, orderly, and well maintained.
Food and Beverage Managers (187.167-106). Food and Beverage Managers direct the food services of hotels.
Convention Services Managers (187.167-078). Convention Services Managers coordinate the activities of the large hotels’ various departments for meetings, conventions, and other special events.
Work Environment
Immediate Physical Environment. Hotel and motel managers spend the majority of their time in either the main lobby or in an office within the hotel. Such “high traffic” locations are sometimes the scene of tense encounters, should there be trouble with a guest. It’s important that the manager be accessible to defuse problematic situations and take these encounters to a less visible location. Hotel managers may also go off-site to meet with other managers and community leaders, as well as external vendors and contractors.
Human Environment. The hotel and motel manager must interact and coordinate with a wide range of people. He or she must work with his or her employees, ensuring that they are performing professionally and that their respective departments are meeting guest needs. They must also meet frequently with external parties, such as contractors, business leaders, community officials, and consultants. Most importantly, they interact constantly with the guests—greeting them upon arrival, answering any questions they may have, and attempting to address their concerns and complaints.
Technological Environment. The hotel and motel manager generally uses basic office technology, including telecommunication (voice, video, and Internet) equipment. The manager will need to understand certain software used for reservations, accounting, housekeeping, and other hotel operations.
Education, Training, and Advancement
High School/Secondary. High school students who want to become hotel managers are encouraged to take a number of courses in business, math, and communications. They may also wish to take hospitality courses, such as food service and shop classes to give them a better understanding of these aspects of a hotel. Some high schools offer the American Hotel and Lodging Education Institute (AHLEI) Hospitality and Tourism Management Program, which gives participants credit toward university-level hotel management studies, hands-on experience through an internship, and eligibility for the Certified Hospitality and Tourism Management Professional credential. Students are also encouraged to find a part-time or summer job working at a hotel or motel, working at the front desk, in housekeeping, or in a restaurant.
Postsecondary. Many hotel managers receive further training in hotel services at junior and community colleges or receive their bachelor’s degree from a hospitality program at a four-year university. Training programs are also often available at vocational and technical schools. Interested students should consider pursuing internships at hotels. There are also virtual learning opportunities in hospitality services, such as the AHLEI’s online diploma and certificate programs, and obtaining a professional certifications such as Certified Hotel Administrator (CHA), Certified Hospitality Supervisor (CHS), or Certified Hospitality Department Trainer (CHDT) may help hotel and motel staff advance to management positions.
Related Occupations
− Medical and Health Services Manager
− Property and Real Estate Manager
Bibliography
“Lodging Managers.” Occupational Outlook Handbook, Bureau of Labor Statistics, US Dept of Labor, 6 Sept. 2023, www.bls.gov/ooh/management/lodging-managers.htm. Accessed 24 Aug. 2024.
“Occupational Employment and Wages, May 2022: 11-9081 Lodging Managers.” Occupational Employment Statistics, U.S. Bureau of Labor Statistics, US Dept of Labor, 25 Apr. 2023, www.bls.gov/oes/current/oes119081.htm. Accessed 24 Aug. 2024.
"What Does a Hotel Manager Do? (And How To Become One). Indeed, 18 Aug. 2024, www.indeed.com/career-advice/careers/what-does-a-hotel-manager-do. Accessed 24 Aug. 2024.
Robertson, Tanya. “Education Requirements for Hotel Management.” Chron. 24 Sept. 2018, work.chron.com/education-requirements-hotel-management-9825.html. Accessed 19 Sept. 2023.