Unit 3

Becoming a Leader/Manager in the Travel Industry

By Allison Bentley

The Role of Managers

Management: the effective coordination of individual efforts to achieve established goals.

Four basic functions of management: Planning Organizing Directing Controlling

Management Functions

Planning

The process of examining the future and establishing goals for an organization.

Short-range Goals: a term used to describe goals that are to be achieved in the very near future.

Long-range Goals: a term used to describe goals that are to be achieved over an extended period of time.

Organizing

Actions designed to bring together and arrange the resources of a group to help it achieve its goals.

– Who will be responsible for making organizing decisions?

– Which managers will be in charge of meeting specific goals?

– Who will determine the number of additional individuals needed to achieve our goals?

– Who will identify other additional resources needed to achieve our goals?

– What organizational business structure will best help us meet our goals?

When Organizing Resources, Managers Answer the Following Questions

Directing

The process of supervising staff members in the workplace.

Includes:– leading and inspiring others– teaching new skills and attitudes– helping workers develop – creating systems that compensate workers fairly

Controlling

The process of comparing actual results to planned results and taking corrective action as needed.

 

Includes:– checking-up or following-up on assigned tasks– comparing actual results with planned results– comparing progress with projections– eliminating obstacles that hinder goal achievement

Hotel Management Structure

Organizational Chart: a visual portrayal of the jobs and positions of authority within an organization. – In larger hotels– In smaller hotels

General Manager

Director of Marketing

Controller

Accounting Staff

Director of Human Resources

Training Payroll EmploymentSales Managers Marketing Staff

Front Office Manager

Security

Director of Engineering

Director of Housekeeping

Housekeeping Managers

F & B Outlet Managers

Front Officer Staff

Bell Staff

Conceirge

Reservations

Sample Organizational Chart

Large Hotel Property

The Role of the Hotel General Manager

Key responsibilities of a hotel G.M.:

Owner relations Staff development Property management Brand affiliation management Community relations

Staff Development

Role Model: an individual who displays positive personal and professional characteristics that others find desirable.

Mentor: to serve as a personal teacher. Also, one who mentors.

Property Management

On any given day, a G.M. must know:– The number of guests that will be arriving– The number of guests that will be departing– The total number of rooms to be sold– That a record of each arriving guest’s name

has been created and is readily available– The room rate to be paid by each guest

Property Management

Line-level: those employees whose jobs are most often non-supervisory. These are typically positions where the employee is paid a per-hour wage (not a salary) and performs a recurring and specific task for the hotel.

Sometimes referred to as an “Hourly.”

Property Management

Through observation, G.M.s should be able to determine that:– Cleaning procedures used in the breakfast area must

be improved– The maintenance tool storage area should be

reorganized– “Comp” room reports need to be submitted, with a

justification for each comp, to the G.M.’s office on a daily basis if this is not currently being done

Comp: short for “complimentary” or “no-charge” for products or services.

Property Management

Talents required for this part of the job: Organizational and coaching skills Analytical and financial analysis skills The ability to anticipate guest needs Competitive spirit Tremendous attention to detail

Hotel/Lodging Management Skills & Training

Skills– Leadership Potential– People skills – Service orientation – Self-disciplined– Effective communication skill– Ability to organize and direct the work of others – Good knowledge of hotel operations

Safety and security measures Repair and maintenance Personnel practices

– Knowledge of hotel financing is essential to operate a hotel profitably.

Training– Hotel Management Training (offered by most

colleges/universities & large hotel chains)