Managing a hotel requires an innate ability to multitask and be flexible. You must be able to instantly switch gears from customer service to staff management to high-level marketing and event planning. It’s your job to make sure the customers are happy and safe during their stay at the hotel, which means you’re in charge of how clean the rooms are and how well the facility is maintained. Before you can manage the various departments, you must know what the people in those departments do. Clean a room to see how long it takes and what tasks are essential. Work the front desk to understand how many customer complaints and issues are handled by your staff that you never hear about. You may think you handle too many customer complaints, but it’s likely your front desk staff handles the majority of the issues without needing your help. Spend time with your maintenance manager, valet manager and your cook to learn what goes on in a typical day. Having these experiences makes you a better manager in two ways: you have hands-on knowledge, which allows you to put employees’ concerns and complaints in perspective, and the staff respects you more because they know you have that knowledge. To effectively manage a hotel, you must have the support and respect of the staff and you must know how to prioritize issues when several arise at once. The Performa of various documents used in Hotel Front Office Department, glossary, acronyms, various international Hotel Classification Committees along with their currency, airlines, capital etc. are also included in this book. This book would serve as an essential textbook for the beginners, research scholars and teachers of the hospitality industry.
