8-1 Hotel Staff

Reading

There are many types of hotels worldwide, each with a different structure and operating system. Some hotels are part of a corporate chain, while others are independently run. Still, the basic service a hotel provides--lodging customers--does not change. While there may be subtle differences from hotel to hotel, the list of basic employee positions is fairly consistent from one property to the next.

Front Office Management

A hotel's front office manager oversees guest reservations and room assignments and hires, trains, and supervises front desk employees. Front desk managers handle issues and complaints and facilitate special requests from guests. Because they represent the hotel and its owners--either a corporation or independent--front desk managers must be professional, polished and put together. They need communication skills to work with employees and guests.

Service Positions

Service workers comprise 65 percent of the hotel industry's employment. Service positions include maids and housekeepers, janitors and food preparers. Other service positions include servers, bartenders and dining room workers. Hotels also may require personnel to maintain the grounds and landscaping, and if the property has a casino, it needs gaming employees from managers to dealers. Because service personnel interact with guests, it is important that they have a friendly, customer service-oriented attitude. Service jobs are not always pleasant because cleaning up after other people has its drawbacks. The jobs are usually physical and require attention to detail.

Guest Assistance

The larger the hotel, the more likely it is to have uniformed employees to help guests as they arrive and check out. Doormen, bellhops and baggage porters assist with luggage and show guests to their rooms. They also direct taxi lines and run valet stands. Concierges help guests with special requests such as event tickets, restaurant reservations, local tips and babysitting services.

Administrative Staff

Hotels can be large operations that require a great deal of behind-the-scenes work. Administrative personnel and management usually handle human resources, purchasing, marketing and sales, accounting and security. While some of these positions may be held at a corporate level, other times they are housed at each individual property. Different areas of hotel operations also require supervision and management, such as food and beverage, housekeeping, and maintenance.

Front Desk Clerk

The front desk clerk is the person who will check you in and out. She finds your reservation, helps you fill out any necessary paperwork and provides directions to your room. She is usually the first hotel position employee you will encounter.

Housekeeper

The housekeeper is responsible for cleaning the rooms on a daily basis. She will also fill requests for things such as extra towels. Usually the housekeepers are on duty from early morning until around 4 pm.

General Manager

The general manager oversees day-to-day operations. He may assist with checking and checkout during busy times. He is the person to go to with complaints or compliments about hotel staff, food or your room.

Concierge

Many expensive hotels offer concierge services. These people perform extra services for the guests such as ordering transportation, arranging sightseeing tours or ordering massages. The concierge often helps with tasks a tourist may not know how to do.

Room Service Delivery Personnel

Many hotels have their own restaurant on the premises. Most offer room service to their guests. Simply call the restaurant from your room and order your meal and the room service personnel will bring it to your room as quickly as possible.

Other Hotel Positions

Other hotel positions include bellhops, who carry your luggage to and from your room for you. Courtesy van drivers take you to nearby destinations such as the airport or attractions in the area. Pool attendants provide towels and keep the pool area clean. Lifeguards watch people swim in the pool and render assistance if and when necessary. Maintenance people keep the hotel in tiptop shape fixing everything from burnt out light bulbs to a stopped-up toilet in your room.

Vocabulary

Listening