Hotel manager (primarily engaged in customer service work)
ほてるしはいにん
Industry & Occupation
Classification
- Major : Service Occupations
- Middle : Customer Service and Food Service Occupations
- Minor : Inn and Hotel Managers
Summary
The hotel manager (primarily handling customer service operations) oversees accommodation department functions including front desk operations, staff management, customer service, and revenue management, aiming to improve the hotel's overall service quality and profitability.
Description
As the hotel's operational leader, the hotel manager oversees front desk operations, reservation management, customer service, complaint handling, and more. They also manage staff recruitment, training, and shift scheduling; plan stay packages and events; conduct sales analysis and revenue management; handle facility safety and government correspondence. To enhance customer satisfaction and elevate the hotel's brand image, strong communication with staff and leadership skills are essential.
Future Outlook
With the recovery of inbound tourism demand and the increase in luxury hotels, demand for hotel managers is expected to remain stable. The importance of talent capable of promoting DX, multilingual support, and sustainability initiatives will grow.
Personality Traits
Attentive to details / Can respond flexibly / Has hospitality / Has leadership / Strong sense of responsibility
Work Style
Face-to-face customer service / Management position / Night shifts / Shift work / Weekends and holidays
Career Path
Front desk staff → Assistant manager → Hotel manager → Area manager → General manager → Hotel consultant
Required Skills
Communication skills (customer service) / Complaint handling / PMS operation / Sales analysis / Staff management
Recommended Skills
Event planning and operations / Foreign language support / Promotion planning / SNS management / Sustainability knowledge
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Adaptability | To flexibly respond to diverse situations and requests. |
| Attention to Detail & Accuracy | Because meticulous service leads to customer satisfaction. |
| Communication Skills | To communicate smoothly with diverse customers. |
| Initiative & Leadership | Because proactive proposals for business improvement and service enhancement are required. |
| Planning & Organization | Planning and organizational skills are needed for hotel operations and event planning. |
| Problem Solving | Because the ability to quickly resolve complaints and troubles is required. |
| Stress Tolerance | Stress tolerance is needed to cope with long hours and sudden troubles. |
| Collaboration & Teamwork | Because collaboration with staff and team leadership are necessary. |
Related Qualifications
- Hotel Business Practice Certification
- Service Hospitality Certification Level 2 or above
- TOEIC L&R 700 points or above
Aliases
- Front desk manager
- Hotel manager
Related Jobs
- Concierge
- Front desk staff
- Reservation staff
- Restaurant manager
- Room attendant