Who works in hotels?
Jul 2, 2017, 7:52 am
#16
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Is there a path from desk clerk to management? It seems like most hotel managers come out of a hospitality management program (Cornell, etc.) and clerks have to path.
Now, restaurants, Chicago at least seems to have an endless supply of fabulous servers. They know their craft and exist at all levels from casual to fine dining. You won't find them in the chains, however.
Now, restaurants, Chicago at least seems to have an endless supply of fabulous servers. They know their craft and exist at all levels from casual to fine dining. You won't find them in the chains, however.
Jul 2, 2017, 12:05 pm
#18
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One thing I've noticed is that in North America the sort of folks who typically work at hotels view their employment merely as a "job" as opposed to a "career." Perhaps it's because Americans have an obsession with upward mobility into the mythical middle-class so, as a result, there's some sort of stigma against having a "career" in service and hospitality. (A friend owns a fine dining restaurant and constantly complains about how hard it is to find an American applicant who actually knows how to serve or is willing to learn how to serve -- you know, how to set a table, how to pour a bottle of wine, etc.)
By contrast, if you look at hotels elsewhere, say in Asia, many, if not most, of the workers at upscale hotels are all 20-somethings who studied hotel management or hospitality in a vocational school, college or university. Most, at least front line workers, speak at least one, if not two, languages fluently or enough to converse and provide service.
With that said, I've also been fascinated by people-watching and trying to figure out just who works in a hotel.
Clearly for many working in a hotel is a career that allows them to start at the front desk or as an attendant in the executive lounge and work their up the ladder to a better job, perhaps some day as a hotel general manager. I doubt there are as many employees in similar positions at hotels in the United States who see their "job" at a Marriott or Crowne Plaza in Podunk, U.S.A. as a stepping stone.
Anyone have thoughts on this?
By contrast, if you look at hotels elsewhere, say in Asia, many, if not most, of the workers at upscale hotels are all 20-somethings who studied hotel management or hospitality in a vocational school, college or university. Most, at least front line workers, speak at least one, if not two, languages fluently or enough to converse and provide service.
With that said, I've also been fascinated by people-watching and trying to figure out just who works in a hotel.
Clearly for many working in a hotel is a career that allows them to start at the front desk or as an attendant in the executive lounge and work their up the ladder to a better job, perhaps some day as a hotel general manager. I doubt there are as many employees in similar positions at hotels in the United States who see their "job" at a Marriott or Crowne Plaza in Podunk, U.S.A. as a stepping stone.
Anyone have thoughts on this?
Last edited by Amelorn; Jul 2, 2017 at 12:12 pm
Jul 2, 2017, 12:20 pm
#19
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For a short time in college, I was a front desk agent at a luxury hotel here in Florida. I took the position as I wanted to earn some extra money and do something in my down time. I was extremely passionate about the unique resort property and truly did love making great experiences for my guests, however, over time, the property became really stingy on rules and policy, making it quite tough to do anything more than check in, check out, and apologize on behalf of the resort. I guess my point is that even if I weren't in it for a career, I was truly invested in providing an exceptional experience for my guests until policy made it impossible.
I think it's more about the quality of person than anything else. You could have a career front desk agent that is rather indifferent to their guests or you could have a young college guy like me, who was truly passionate about the property and my guests. I am lucky to have traveled extensively throughout my life, so I was aware of the little and big things I could do from my spot in the lobby to make a guest's stay their best ever.
I think it's more about the quality of person than anything else. You could have a career front desk agent that is rather indifferent to their guests or you could have a young college guy like me, who was truly passionate about the property and my guests. I am lucky to have traveled extensively throughout my life, so I was aware of the little and big things I could do from my spot in the lobby to make a guest's stay their best ever.
Jul 2, 2017, 3:40 pm
#20
Join Date: Apr 2015
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I got out of the hotel business in the Caribbean in 1992. Back in the '80's hotels weren't so chain-oriented so if you had a brain and had a good work ethic you could do very well but the hours were grueling which is why I got out of it. I started at a 12 room guest house in Sint Maarten managing it (no experience) to assistant manager of the 97 room luxury part of the largest hotel in the USVI. The locals at that time didn't want management jobs so opportunities abounded.
I worked for a Trump-like Middle Eastern man who thought I was great and I got hired because I was blonde and thin which was his biggest requirement. The bonus was that I worked harder than anyone else. I turned down the manager position and quit after a couple of years. I was then hired to manage 5 stores for the largest (at the time) souvenir company in the Caribbean. I had no retail experience when I got that job either. Very good pay as well. Again, a Type A personality and hard work paid off.
Now, the chains have people who transfer in and out of the properties so it's a different ball game as far as hotels go. It's all very corporate now but the fun back then was your skill at handling things by the seat of your pants and that was a valued commodity. Now it's how well you follow the corporation's party line. I never saw a lot of sex or drugs because I worked all the time but I'm quite sure it was rampant. Lots of work and lots of fun.
I worked for a Trump-like Middle Eastern man who thought I was great and I got hired because I was blonde and thin which was his biggest requirement. The bonus was that I worked harder than anyone else. I turned down the manager position and quit after a couple of years. I was then hired to manage 5 stores for the largest (at the time) souvenir company in the Caribbean. I had no retail experience when I got that job either. Very good pay as well. Again, a Type A personality and hard work paid off.
Now, the chains have people who transfer in and out of the properties so it's a different ball game as far as hotels go. It's all very corporate now but the fun back then was your skill at handling things by the seat of your pants and that was a valued commodity. Now it's how well you follow the corporation's party line. I never saw a lot of sex or drugs because I worked all the time but I'm quite sure it was rampant. Lots of work and lots of fun.
Jul 2, 2017, 4:02 pm
#21
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I love working in leisure hotels, and plan to continue working part time after retirement just because I enjoy it. Nothing more satisfying that having someone tell me at check out that their stay made their entire trip memorable. Corporate hotels are a whole different animal though, haha.
Having said all that, I was just looking for a job, any job, when I started, and I still consider it just a job even though I guess it has been my career..... I have never been promoted, or applied for a higher level job. I enjoy what I do immensely, do it well, and have no desire to do anything else. Fortunately I have had excellent management most of the time, which makes for a happy workforce. At my current hotel, a small hotel, I have been there 19 years, and the average employee stays probably 10, and only leave for life change reasons, not a promotion at a different property.
Last edited by tatterdema; Jul 2, 2017 at 4:08 pm
Mar 15, 2019, 7:14 pm
#22
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Interesting. This is either the Renaissance Curacao Resort & Casino or the Curacao Marriott Beach Resort & Emerald Casino.
I wonder what a "triple upgrade" is?
They're asking for a lot from someone with only a high school education.
JOB SUMMARY
This position contains both Hotel Manager and Rooms Division Manager designations in one. Responsible for the overall planning, organizing and coordinating of both the Hotel and Rooms Division consisting of Front Office, Concierge, Guest Recognition, PBX, Housekeeping, Valet laundry, Valet parking and to provide leadership and direction whilst maximizing revenue opportunities and maintaining guest satisfaction levels to the standard of the hotel and of the company at all times.
EDUCATION & EXPERIENCE
I wonder what a "triple upgrade" is?
They're asking for a lot from someone with only a high school education.
JOB SUMMARY
This position contains both Hotel Manager and Rooms Division Manager designations in one. Responsible for the overall planning, organizing and coordinating of both the Hotel and Rooms Division consisting of Front Office, Concierge, Guest Recognition, PBX, Housekeeping, Valet laundry, Valet parking and to provide leadership and direction whilst maximizing revenue opportunities and maintaining guest satisfaction levels to the standard of the hotel and of the company at all times.
EDUCATION & EXPERIENCE
- High school diploma or equivalent is required
- Prefer at least 5 years’ experience in a similar position in a luxury upscale hotel environment.
- Position requires exemplary leadership skills and a proven ability to achieve the highest level of service and quality throughout the Hotel while heading the Rooms Division.
- Must be proficient in Windows Operating Systems, Company approved spreadsheets and word processing.
- Demonstrates an understanding and knowledge of hospitality terms.
- Must be able to convey information and ideas
- Must be able to evaluate and select among alternative courses of action quickly and accurately.
- Must work well in stressful, high pressure situations.
- Must maintain composure and objectivity under pressure.
- Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
- Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
- Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co- workers and guests.
- Must be able to work with and understand financial information and data, and basic arithmetic functions.
- Approaches all encounters with guests and employees in an attentive, friendly, courteous and service- oriented
- Maintains regular attendance in compliance with the set Hospitality standards, as required by scheduling which will vary according to the needs of the Hotel.
- Complies at all times with the set Hospitality standards and regulations to encourage safe and efficient hotel operations.
- Maintains a warm and friendly demeanor at all times.
- Responsible for the proper, efficient and profitable functioning of the Front Office and as the other departments of the hotel as required.
- Maximizes room revenue and occupancy by effectively controlling rates and availability.
- Clarifies duties and responsibilities of Front Office personnel and ensure that work flows are in a logical and good order.
- Ensures proper staffing at all times.
- Ensures that Legendary Quality Standards, policies and rules are properly understood and followed through
- Prepares annual departmental operating budgets as well as capital expenditure and manpower budgets.
- Controls and analyze departmental costs to ensure performance is within budget.
- Attends daily morning briefings and any other Management meetings as scheduled.
- Analyzes rate discrepancy reports to ensure room revenue control.
- Handles all guest complaints and comments relating to the RD department tactfully.
- Ensures all end of the month report dates are met, e.g., Central Reservations, Market Segment, AAdvantage, Travel Agent check registers, etc.
- Maintains a professional working relationship and promote open lines of communication with managers, employees and other departments.
- Works closely with Accounting on follow-up items, e.g., returned checks, rejected credit cards, employee discrepancies, etc.
- Operates all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
- Monitors the process of taking reservations ensuring that set Hospitality courtesy and up selling techniques are maintained.
- Greets and welcome all guests approaching the Front Desk in accordance with the set Hospitality S.O.P.’s.
- Ensures implementation of all set Hospitality policies and house rules.
- Ensures correct and accurate cash handling at the Front Office.
- Attends weekly staff meeting and provide training on a rotational basis using steps to effective training according to set Hospitality standards.
- Ensures employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
- Focuses the Guest Services Department on their role in contributing to the guest service
- Monitors all V.I.P.’s, special guests and requests.
- Reviews daily Front Office work and activity reports generated by Night Audit.
- Reviews Front Office log book and Guest Request log on a daily basis.
- Familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each.ADVANTAGES
- Hotel (pre-)opening experience
- Experience working in the Caribbean and/or dealing with American guests
- Excellent English language skills is a must, Spanish, Dutch and Papiamentu skills are a big advantage.
Mar 16, 2019, 11:01 am
#23
Join Date: Mar 2014
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One thing I've noticed is that in North America the sort of folks who typically work at hotels view their employment merely as a "job" as opposed to a "career." Perhaps it's because Americans have an obsession with upward mobility into the mythical middle-class so, as a result, there's some sort of stigma against having a "career" in service and hospitality. (A friend owns a fine dining restaurant and constantly complains about how hard it is to find an American applicant who actually knows how to serve or is willing to learn how to serve -- you know, how to set a table, how to pour a bottle of wine, etc.)
By contrast, if you look at hotels elsewhere, say in Asia, many, if not most, of the workers at upscale hotels are all 20-somethings who studied hotel management or hospitality in a vocational school, college or university. Most, at least front line workers, speak at least one, if not two, languages fluently or enough to converse and provide service.
By contrast, if you look at hotels elsewhere, say in Asia, many, if not most, of the workers at upscale hotels are all 20-somethings who studied hotel management or hospitality in a vocational school, college or university. Most, at least front line workers, speak at least one, if not two, languages fluently or enough to converse and provide service.
Mar 18, 2019, 2:51 pm
#24
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Somewhat apples & oranges to compare upscale Asian hotels, presumably ones in a major city catering to an international clientele, to a Crowne Plaza in East Podunk, USA. The top hotels in New York and San Francisco have lots of career professionals working there.
Go find the lower-end hotel in East Podunk central China and it's not going to be a graduate of a world-class hospitality university working the front desk.
U.S. fine dining restaurants get the place settings right. U.S. casual restaurants don't care, just like the random roadside pub in Europe doesn't care.
Go find the lower-end hotel in East Podunk central China and it's not going to be a graduate of a world-class hospitality university working the front desk.
U.S. fine dining restaurants get the place settings right. U.S. casual restaurants don't care, just like the random roadside pub in Europe doesn't care.
Mar 18, 2019, 6:52 pm
#25
Join Date: Apr 2015
Location: Riberas del Pilar, Mexico
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This is strictly a guess but since I worked in the Netherlands Antilles there’s a possibility they have a candidate for the job already but that person is a foreigner and they have to try to fill the job with a local. If no local qualifies, their chosen applicant can get working papers.
Mar 19, 2019, 8:04 am
#26
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Triple Upgrade is probably the name of some local casino rewards program unrelated to Marriott Rewards. Errr, Bonvoy, sorry.
Mar 20, 2019, 10:57 am
#27
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Heh. The next 40 requirements show they're demanding someone with a record of success as a senior manager in the hospitality business. The first line simply means a candidate with all the relevant career experience will not be faulted for lacking a college degree.