Hotel and Hospitality Management Report: Manager's Duties and Impact

This report examines the multifaceted role of a hotel manager within the hospitality industry. It outlines the manager's key responsibilities, which include overseeing client satisfaction, managing stakeholders, communicating organizational objectives, and ensuring service quality. The report further explores the manager's involvement in the guest cycle, from pre-arrival to departure, and analyzes the impact of the manager's actions on the guest experience, emphasizing the importance of 'moments of truth.' Furthermore, the analysis details how the manager influences the organization's framework by monitoring services, maintaining a positive market image, and facilitating communication. The report concludes that the manager's functions are critical for the organization's progress and expansion, particularly in client-oriented service environments.

Running head: HOTEL AND HOSPITALITY MANAGEMENT
HOTEL AND HOSPITALITY MANAGEMENT
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Executive summary
The report aims at understanding the duties and the responsibilities of the manager in
undertaking the progress of the organization. The steps taken by the manager in order to achieve
the common goals of the organization is being stated in this report. The main purpose of
undertaking this analysis is to determine the functions of the manager and the effects of the
functions accordingly on the guest experience and the organizational progress.

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Table of Contents
Introduction to the job role..............................................................................................................3
Key responsibilities.........................................................................................................................3
Impact of the job role on the guest’s experience.............................................................................5
The impacts of the job role on the organization..............................................................................6
Conclusion.......................................................................................................................................7
References........................................................................................................................................8
Appendix........................................................................................................................................10

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Introduction to the job role
The services that are being provided by the hospitality industry is based on the quality of
the services and client retention. Therefore, the services are required to be monitored in order to
retain the client satisfaction. Moreover, the integration of the departments are required to be
undertaken in order to stimulate the best services that are being offered to the clients. Therefore,
a manager is appointed in an organization to monitor over the issues faced by the clients and the
employees and resolve the issues for the smooth functioning of the organization. The manager
looks after the internal and the external affairs of the organization and helps in keeping up with
the expectations of the clients (Refer to the image in appendix). The interactions undertaken by
the manager helps in the understanding of the modifications that the organization is required to
undertake in order to improve the services that are being provided to the clients.
(Grissemann, Plank and Brunner-Sperdin 2013)
1 Key responsibilities
The key responsibilities of the manager are client oriented. The responsibilities and the
job role of the manager help the organization in bringing the significant changes in the
organizational structure and the services provided by the organization. The manager attends to
the requirements of the clients. Finally, the manager enumerates the steps and strategies in order
to satisfy the needs of the consumers (Bharwani and Butt 2012). The manager of the organization
manages the stakeholders of the organization. The major functions of the manager are being
discussed in this section of the analysis. It helps in understanding the job role of the manager and
the manner in which the functions of the manager help in the expansion of the business.

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 The role of the manager in bearing the message of the organization and striving to
achieve the common goal of the organization through the integration of the work force
helps the organization in making its desirable progress in the market (Mok, Sparks. and
Kadampully 2013). The manager communicates the important information on the
objectives and the change of policies of the organization. Thereby it helps in making the
employees aware of the modifications undertaken by the organization in its structure.
 The manager looks after the requirements of the clients and formulates strategies in order
to make sure that the client is satisfied with the services that are being rendered by the
organization.
 The quality of the services is being maintained by the proper monitoring over the services
by the manager. It helps the organization in providing quality services based on the
requirements of the client (Öğüt and Onur Taş 2012).
 The manager also reviews the financial reports of the organization in order to measure the
progress of the organization and thereby plan strategies in order to make the progress.
 The basic part of the duties undertaken by the manager is based on the integration that the
manager ensures in between the internal and the external departments of the organization
(Raub and Robert 2013). The lack of integration might have given rise to different issues
and might have affected the productivity of the organization. However, the function of
the manager helps in redeeming the integration between the various departments like the
help desk, the room service and the like. It helps in rendering the correct form of services
to the client based on their requirements.
 The manager also promotes the safety and security activities in order to ensure the safety
and security of the guests and the employees (Mackenzie and Peters 2014). It is a human

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centric approach undertaken by the manager in order to maintain the secured service
rendering of the organization.
 The role of the manger in enhancing the communication between the different
departments helps in the information technology part of the organization. It helps the
organization to prosper based on the successful transmission of the information through
proper communication channels.
2 The involvement of the job role in the guest cycle
The job of the manager is to take care of all the four stages of the guest cycle in a hotel. It
begins from the pre-arrival of the guest where the manager keeps a record of the information of
the guests and their individual and varied requirements. The arrival of the guests is being
anticipated by the manger and thereby ensures that the hotel staffs are prepared to meet up the
expectations of the clients. The manager ensures the proper functioning of the front office staffs.
The third and the major phase of the operations undertaken by the manger in the occupancy is
based on the emerging requirements of the guests. Adhering to the requirements and the
capability of satisfying the needs of the clients is being undertaken. During the departure, the
manager is required to take steps in order to make arrangements for the guests in order to retain
the loyalty.
3 Impact of the job role on the guest’s experience
The impact of the job role performed by the manger is being discussed in this section of
the analysis. It helps in determining the importance of appointing a manager based on the
requirements of the clients and the satisfaction that the guest derives from the services that are
being offered by the organizations.

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 The actions of the manger help in determining the job role of the individuals working
under the organization. it helps in making the employees understand their individual
responsibilities and therefore make improvements in the guest experience (Bharwani and
Jauhari 2013). The expectations of the guests are based on the requirements that the
company needs to adhere to in order to make its progress. The most important step
undertaken by the manager is based on rendering quality services to the clients and
thereby retains the brand loyalty of the organization (Benavides-Velasco, Quintana-
García and Marchante-Lara 2014).
 The integration of the internal and the external departments facilitated through the usage
of proper communication channels helps in rendering the expected services to the clients.
It helps in improving the services. The services that are being offered by the organization
help in retaining the company in the market. Therefore, careful selection of the services
helps in bringing about modifications in the organizational structure.
 The job role of the manager is to adhere to the requirements of the guest and therefore it
is the most important part of the manager’s job, which helps in improving the guest
experience. Monitoring over the services that are being delivered to the guests and the
grievances of the clients is to be adhered by the manger and thereby modifications are
needed to be undertaken for achieving the improvements based on the changes.
3.1 Moments of truth
The moments of truth helps in determining the experience of the guests during their stay
in the hotel. The moment of truth correlates to the factors in support of the guest cycle. The
manager functions based on the varied requirements of the customers in the guest cycle and
the satisfaction that the guest derives from the services are being ratified. The services that

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are being provided to the clients from the pre-arrival to the post departure is being
undertaken in the company’s Moments of truth.
The impacts of the job role on the organization
The manager plays a n important role in maintaining the framework of the organization.
The functions of the manager in this respect are being addressed in this section of the analysis. It
helps in determining the importance of the actions taken by the manager.
 The major functions undertaken by the manager is monitoring over the services that are
being provided by the organization. it helps the organization in maintaining a positive
image in the market and thereby retain the clients (Suh, West and Shin 2012). Monitoring
over the services help in assessing the needs of the clients and act accordingly. It helps in
providing the required services accordingly. The manager also keeps a record of the
property of the organization and thereby helps in the expansion of the organization
(Boella and Goss-Turner 2013).
 The manager facilitates the communication channels and use them in order to keep the
staff members involved and informed of the policies. It helps in the steady progress of the
organization.
 Mismanagement on the part of the manager can affect the growth of the organization and
its activities of rendering the required services to the clients.
Conclusion
Therefore, from the above discussion it can be stated that the organization depends on the
functions of the manager. The job role of the manager is vast and therefore it includes the proper

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utilization of the resources. The resources form the integral part of the planning process where
the manager designs the services that are going to be delivered to the clients. The service
rendering organizations are based on the client-oriented approach and therefore the satisfaction
of the clients through the services that are being provided is an important criterion undertaken by
the manager. It helps the organization in making its progress and expansion in the market.

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References
Benavides-Velasco, C.A., Quintana-García, C. and Marchante-Lara, M., 2014. Total quality
management, corporate social responsibility and performance in the hotel industry. International
Journal of Hospitality Management, 41, pp.77-87.
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.
Bharwani, S. and Jauhari, V., 2013. An exploratory study of competencies required to co-create
memorable customer experiences in the hospitality industry. International Journal of
Contemporary Hospitality Management, 25(6), pp.823-843.
Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality industry:
A guide to best practice. Routledge.
Grissemann, U., Plank, A. and Brunner-Sperdin, A., 2013. Enhancing business performance of
hotels: The role of innovation and customer orientation. International Journal of Hospitality
Management, 33, pp.347-356.
Mackenzie, M. and Peters, M., 2014. Hospitality managers' perception of corporate social
responsibility: An explorative study. Asia Pacific Journal of Tourism Research, 19(3), pp.257-
272.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.

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Öğüt, H. and Onur Taş, B.K., 2012. The influence of internet customer reviews on the online
sales and prices in hotel industry. The Service Industries Journal, 32(2), pp.197-214.
Raub, S. and Robert, C., 2013. Empowerment, organizational commitment, and voice behavior
in the hospitality industry: Evidence from a multinational sample. Cornell Hospitality
Quarterly, 54(2), pp.136-148.
Suh, E., West, J.J. and Shin, J., 2012. Important competency requirements for managers in the
hospitality industry. Journal of Hospitality, Leisure, Sport & Tourism Education, 11(2), pp.101-
112.

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Appendix
Figure 1: Job Role of a Manager
(Source: Bharwani and Butt 2012)