Focos de atención
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
Horario de trabajo
Lodging Managers typically work full-time, including evenings, weekends, and holidays. They are also on call to address urgent issues.
Tareas típicas
- 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
Responsabilidades adicionales
- 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
Habilidades blandas
- Escucha activa
- Adaptabilidad
- Atención al detalle
- Gestión del presupuesto
- Visión empresarial
- Comunicación
- Mentalidad de cumplimiento
- Resolución de conflictos
- Rentabilidad
- Servicio de atención al cliente
- Confiable
- Empatía
- Integridad
- Habilidades interpersonales
- Liderazgo y gestión
- Multitasking
- Capacidad de organización
- Resolución de problemas
- Trabajo en equipo
- Gestión del tiempo
Habilidades técnicas
- Asset management and inventory control
- Sistemas de reservas
- Budgeting and financial management
- Gestión energética y sostenibilidad de los edificios
- Building maintenance management
- Negociación de contratos y gestión de proveedores
- Software de gestión de relaciones con los clientes (CRM)
- Análisis de datos
- Planificación de eventos
- Normas de salud y seguridad
- Gestión de recursos humanos
- Conocimiento de los códigos y reglamentos de construcción locales, estatales y federales (cumplimiento de la ADA, normas de seguridad contra incendios, reglamentos medioambientales, etc.).
- Marketing and sales
- Sistemas mecánicos y eléctricos
- Habilidades de negociación
- Análisis de resultados
- Gestión de proyectos
- Property Management System (PMS) software
- Evaluación de riesgos y preparación para emergencias
- Programación y coordinación de la logística y las entregas
- Funcionamiento inteligente de los edificios
- Bed and breakfasts
- Hostels
- Hoteles
- 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:
- Gestión de eventos
- Gestión financiera
- Gestión de alimentos y bebidas
- Gestión hotelera
- Hotel Operations
- Gestión de recursos humanos
- Marketing
- Sustainable Hospitality
- Tourism and Destination Management
- Lodgement Managers need to develop proficiency in relevant software tools such as:
- Sistemas de reservas
- Budgeting and financial programs
- Software de gestión de relaciones con los clientes (CRM)
- Programas de análisis de datos
- 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:
- Otras certificaciones son:
- 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.
- Tenga en cuenta los costes del programa, la disponibilidad de ayuda financiera y cualquier conexión con socios del sector que pueda conducir a oportunidades de empleo.
- Busca escuelas que cuenten con una sección de la Sociedad de Honor Eta Sigma Delta para estudiantes de hostelería.
- 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
- Revisa las ofertas de empleo en portales como Indeed y Glassdoor. Sube tu currículum e inscríbete para recibir alertas de nuevos empleos.
- Pide ayuda al orientador profesional o al centro de servicios de tu centro de estudios para preparar currículos y buscar trabajo.
- 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
- Fíjate en las palabras clave de las ofertas de empleo e intenta incorporarlas a tu currículum. Las palabras clave pueden ser:
- Gestión de activos
- Presupuestos y gestión financiera
- Preparación para emergencias
- Gestión de la energía
- Gestión de eventos
- Operaciones de las instalaciones
- Gestión financiera
- Gestión de alimentos y bebidas
- Cumplimiento en materia de salud y seguridad
- Gestión hotelera
- Hotel Operations
- Gestión de recursos humanos
- Marketing
- Gestión de proyectos
- Sustainable Hospitality
- Gestión de proveedores
- 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
- Si te dan los nombres de las personas que te van a entrevistar, busca sus biografías profesionales para saber un poco más sobre ellas
- Vístete de forma profesional para triunfar en la entrevista
- 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
- Ofrecer un excelente servicio al cliente. Tratar a todos los huéspedes y visitantes con dignidad y respeto, y prestar atención a las opiniones y comentarios de los clientes.
- Buscar la opinión de supervisores y colegas para identificar áreas de mejora.
- Demostrar fiabilidad y labrarse una reputación de gestor competente e innovador.
- Be a thoughtful supervisor who takes care of staff and contractors and inspires them to do their best
- Considera la posibilidad de obtener un Máster en Administración de Empresas (MBA). Podría cualificarte para puestos directivos superiores.
- Be active within professional organizations like the American Hospital Association, American Hotel & Lodging Association, or Association of Lodging Professionals
- Si es necesario, considere la posibilidad de trasladarse o solicitar un establecimiento más grande.
- Lea las noticias del sector y participe en grupos de debate para conocer las tendencias
Páginas web
- Accreditation Commission for Programs in Hospitality Administration
- Asociación Americana de Hospitales
- American Hotel & Lodging Association
- American Hotel & Lodging Educational Institute
- Association of Lodging Professionals
- Revista Building Operating Management
- Asociación Internacional de Propietarios y Gestores de Edificios
- Revista Facility Management
- Hospitality Net
- Hospitality Online
- Hotel Management Network
- Asociación Internacional de Gestores de Recintos
- Consejo Internacional de la Enseñanza Hotelera, Gastronómica e Institucional
- Gestión de instalaciones y tecnología nacionales
- Asociación Nacional de Restaurantes
- Sociedad de Profesionales del Mantenimiento y la Fiabilidad
- U.S. Green Building Council, Inc.
Libros
- 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!
- Gerente de Servicios Administrativos
- Concierge
- Representante del Servicio de Atención al Cliente
- Planificador de eventos
- Director de instalaciones
- First-Line Supervisor of Entertainment and Recreation Workers
- Director del Servicio de Alimentación
- Gambling Services Worker
- Especialista en recursos humanos
- Organizadora de reuniones, convenciones y eventos
- Administrador de fincas, bienes inmuebles y comunidades de propietarios
- Restaurant Manager
- Director de ventas
- Spa Manager
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