Roles and Responsibilities of a Hospitality Manager: A Case Study of Park Hyatt Sydney

This report discusses the roles and responsibilities of a hospitality manager through an interview with the manager of Park Hyatt Sydney. It covers key tasks and activities, challenges faced, and issues in the hotel industry. The report provides insights into the challenges of managing a hotel and the importance of personalized customer service.

Running head: HOSPITALITY MANAGEMENT
Hospitality Management
Name of the Student
Name of the University
Author Note

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Introduction
The following report focuses on the interview with the manager of the Park Hyatt Sydney
and the roles he has to play from the perspective of a manager. As he works in the hospitality
industry there are many roles and responsibilities that he has to perform. The different kinds of
duties he perform will be described here along with its practical implications. The questions that
were asked to him will be reviewed here. The different issues and challenges he faces will be
discussed here as well. These issues and challenges will be highlighted along with their
remedies.
The role of the manager
It was asked to the manager of the Park Hyatt Sydney hotel about the roles and
responsibilities that he has to perform. These roles are very important because the way he
performs his job roles will earn the better reputations for the organization in the nest aspects. In
reply he had said that he has to watch over all the things that takes place in the hotels. He has to
create the ambience so the guests can feel a warm welcome there. He always has to show a
friendly attitude to the guests with a big smile on his face (Walker 2016).
Food and accommodation
This is very important so the guests can really feel to be in a homely atmosphere. All the
objectives of the Park Hyatt Sydney hotel have to be fulfilled by him (Hyatt.com 2018). As this
hotel has occupied a very high position in the hospitality industry in Australia, he has huge duties
upon his shoulders (Nieves and Segarra-Ciprés 2015). He has to make sure that the employees
get all the facilities that have been promised by the authorities. He also has to ensure the best
facilities being provided to the guests. He has to put in front the ‘good will’ of the Park Hyatt

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Sydney hotel. The other things he described about his roles and responsibilities were the facts
that he had to look after the delivery of food to the customers. It is an important matter to serve
the food properly because some people prefer cold food and some others prefer hot food. This is
why he has to look after serving the best kind food to the customers according to their preference
(Nieves and Segarra-Ciprés 2015)
Business operations
After some rounds of interview, the manager had also said that he had to look after the
smooth flow of the hotel business operations as well. He said that he always has to remember
that they have to serve the guests in the best ways so they will get the best feedbacks for their
hotel. In general, the hotel industry is a very competitive and challenging one and Park Hyatt
Sydney holds a very high place among their competitors (Mok, Sparks and Kadampully 2013).
He has to provide the guests with the gaming facilities within the hotel compound as well.
Another important thing the manager has to look after is the design of the rooms and cleaning
them properly (Mok, Sparks and Kadampully 2013). He has to see to the facts if the hotel is
providing the best services and facilities to their guests and other stakeholders. The manager also
informed that he has to look after all the departments like HR, Finance and Accounting,
Logistics and all others. This is a very tough job role for him indeed (Mohammed and Rashid
2012).
Key tasks and activities of the manager
The manager has to perform many key tasks and activities that would help them to get
better places in the hotel industry. As the current being interviewed here is the manager of the
Park Hyatt Sydney, he has got many key tasks and activities to perform indeed. He has to create

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a proper target audience whose preferences and requirements can be met by them. This is a very
interesting aspect for him. He has to manage the operating costs of the company and must charge
the amount from the guests accordingly (Mohammed and Rashid 2012). Thus I will be able to
make the profits. He has to fix the annual budget of the hotel so they will plan other costs
relating to that only. He also has deal with the feedbacks and complaints of the customers
effectively. A very important and key activity for the hotel managers is to recruit and train the
new employees. He has to deal with the suppliers and contractors as well (Wang, Chen and Chen
2012). He makes sure that all the conferences can be organized very smoothly and events are
followed up properly. When he was asked about the security arrangements, he said that he had to
look after the security arrangements of the hotel as well to keep the guests safe and secure within
the hotel premises.
Challenges and issues faced by the hotel manager
In the next segment of the interview, the current hotel manager of the Park Hyatt Sydney
was asked about the issues and challenges he faces in his job position (Hyatt.com 2018) He had
also defined his issues as well. He described in short that he has seen in his career that the
customer expectations are always changing and the hotel brands have to keep adapting to it
(Jones, Hillier and Comfort 2016). This is why they have to focus on the personalized
preferences of the customers and they have to provide the convenient remedies to all the
customers. He said that they might have to upgrade their use of technology to meet the growing
demands of the customers like arranging for a Wi-Fi system for the use of the guests (Bharwani
and Butt 2012). He also complained that they have to serve long working hours in their hotel
organizations. This is why it becomes quite tiresome for them.

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Conclusion
This report can be concluded by saying that the interview with the current hotel manager
of Park Hyatt Sydney has given the brief about all types of tasks and activities that he has to
perform. He has to manage a lot of workloads and this is very challenging for him. He has to
take up a wide range of responsibilities and thus he can perform his best efforts.

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References
Bharwani, S. and Butt, N., 2012. Challenges for the global hospitality industry: an HR
perspective. Worldwide Hospitality and Tourism Themes, 4(2), pp.150-162.
Hyatt.com (2018). [online] Available at: https://www.hyatt.com/en-US/hotel/australia/park-
hyatt-sydney/sydph [Accessed 9 Apr. 2018].
Jones, P., Hillier, D. and Comfort, D., 2016. Sustainability in the hospitality industry: Some
personal reflections on corporate challenges and research agendas. International Journal of
Contemporary Hospitality Management, 28(1), pp.36-67.
Mohammed, A.A. and Rashid, B., 2012. Customer Relationship Management (CRM) in Hotel
Industry: A framework proposal on the relationship among CRM dimensions, Marketing
Capabilities, and Hotel performance. International Review of Management and Marketing, 2(4),
p.220.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Nieves, J. and Segarra-Ciprés, M., 2015. Management innovation in the hotel industry. Tourism
Management, 46, pp.51-58.
Walker, J.R., 2016. Introduction to hospitality. Pearson Higher Ed.
Wang, C.H., Chen, K.Y. and Chen, S.C., 2012. Total quality management, market orientation
and hotel performance: The moderating effects of external environmental factors. International
Journal of Hospitality Management, 31(1), pp.119-129.

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Appendix
Q: What are your main roles?
Manager: I have to look after all the things in the Park Hyatt Sydney hotel. I am responsible for
building the good reputation for the hotel.
Q. Are you responsible for the food and accommodation also?
Manager: Yes definitely. I have to make sure that all types of foods are served to the guests at the
proper time of their meals according to their choice. The food quality has to be at the best as
well.
Q. Do you look after the interior decorations of the hotel as well?
Manager: Yes I do. We receive the feedback from the customers beforehand about the favorite
interior design of the customers. This is a very important thing to please the customers. I execute
all the things like the cleaning of the rooms and making the perfect interior design for the guests
properly.
Q. Which departments do you look after?
Manager: I have the responsibility of looking after many departments like the human resource
department, finance and accounting department and sales and marketing department. I also fix
the budget for the various departments and have a thorough look whether all the money have
been properly utilized.
Q. What challenges do you face?

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Manager: One of the major challenges that I have ever faced is the changing taste of the guests
and the consumer behavior. We have to provide the best services to the guests as per their
personalized preferences.