After spending formative time in entry-level positions and demonstrating professional proficiency, potential for growth and a passion for the industry, employees are eligible to move into more senior, middle management positions.
In these roles, employees acquire more responsibilities and begin to shape their hospitality careers according to their interests and potential. The examples on the following examples will give you a general understanding of career development opportunities.
The positions can be considered middle management or executive positions depending on hotel size, category and management style.
Overview of Middle Management Positions :
Assistant General Manager
An Assistant General Manager (AGM) helps the General Manager (GM) to oversee and direct the hotel property’s entire operation, ensuring its optimum performance, efficiency and profitability.
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Daily Life
The AGM reports directly to the GM of the hotel. His responsibilities include managing daily hotel operations to achieve planned goals for operational integrity as measured by revenue and house profit, while maintaining company standards for guest satisfaction, associate satisfaction, quality assurance and asset protection. The AGM also supervises trains and motivates the hotel team and performs administrative duties. Daily challenges include planning, assigning and directing work among the hotel team and the AGM position requires seniority and independence. He assumes the management of the hotel in the absence of the GM.
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Required Skills
- Previous experience working as a supervisor in hotel operations (rooms division and/or food and beverage)
- Excellent communication skills with guests and employees
- Leadership skills
- Language skills
- Genuine affinity for providing guest service
- Bachelor degree preferred (ideally in hospitality)
- Ability to multitask in order to meet a variety of deadlines
- Strong interpersonal skills
- Ability to work with minimal supervision
- Must be able to work a flexible schedule as the hours for this management position often vary
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Training Manager
The Training Manager plans, implements, coordinates and presents corporate and related training programs to ensure that all employees understand all hotel procedures and can fulfill their responsibilities to the hotel’s expectations.
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Daily Life
The Training Manager reviews hotel training programs and updates as necessary. He analyzes current training needs for the hotel departments and individuals and makes recommendations as needed. The Training Manager develops or researches training programs for specific hotel needs. He also tracks, inputs, maintains and audits all individual employee training records of inhouse programs, including department orientation records for new hires. The Training Manager oversees and monitors all departmental training programs and plans and conducts meetings with department managers, trainers and employees to review performance trends, develop action plans and give recognition. He develops an annual training calendar and compiles monthly and quarterly reports on training activities.
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Required Skills
- Knowledge of adult learning theory and the essential elements of training
- Knowledge of effective training program development
- Fluent English language with the ability to relate to all levels of management and employees in spoken and written form
- Ability to observe employees in the work place, analyze operations and detect issues of concern regarding employee performance, grooming, training, policy adherence and morale
- Knowledge of hotel operations (previous hotel work experience a plus)
- Bachelor degree preferred (ideally in hospitality)
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Food and Beverage Manager
The Food and Beverage (F&B) Manager is a key member of the senior management team in a hotel, cruise ship or any other establishment that serves meals and drinks, including restaurants, coffee shops, catering services and room service.
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Daily Life
The F&B Manager is responsible for both business and culinary operations. He must have a thorough knowledge of food preparation and a good sense for creating and marketing menu offerings that are appropriate and appealing to local market preferences. He must handle a wide range of managerial functions, such as preparing operating budgets, ordering food and equipment and hiring and managing employees at all levels. As a core management team member, he works closely with other department managers to optimize financial performance and profitability.
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Required Skills
- Leadership skills
- Ability to manage a team
- Strong business and financial management skills
- Effective employee management
- Previous experience as supervisor in F&B
- Associate degree or higher (ideally in hospitality or foodservice-related)
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Rooms Division Manager
The Rooms Division Manager oversees the entire team of front desk, guest services and housekeeping departments of a hotel. This manager reports to the General Manager and plays an important role in ensuring a high level of guest service.
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Daily Life
The Rooms Division Manager leads, controls and supervises the Front Desk, Guest Services and Housekeeping departments. He works closely with reservations to assure and maximize occupancy, rate and revenue and he is also in charge of providing all necessary forecasts. This is a key position since the Rooms Division leadership will directly impact the operational team’s motivation and actions (e.g. front desk agents, bell boys, housekeeper, concierge) and this is the team that is actually providing the service for the guests. The Rooms Division Manager reports to the Hotel General Manager
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Required Skills
- Well-developed leadership skills
- Ability to give clear, concise instructions
- Proactive work style
- Ability to work well under pressure and keep calm in difficult situations
- Previous experience as supervisor in hospitality (front desk and/or guest services)
- Bachelor degree preferred (ideally in hospitality)
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Cruise Director
The Cruise Director is a senior management leader who is in charge of all shipboard entertainment activities.
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Daily Life
The Cruise Director’s responsibilities are both significant and varied. He oversees all aspects of all entertainment presentations, activities, shows and special events, from planning and conception through execution, in any venue on board. He works with ship management to ensure that all entertainment activities integrate smoothly and cost-efficiently with all shipboard departments, and to make certain that their quality and implementation contribute to the highest possible level of guest enjoyment and satisfaction. To that end, the Cruise Director is also a featured participant in various entertainment activities, as Master of Ceremonies, host and often as an on-stage performer.
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Required Skills
- Professional entertainment experience
- Natural communication skills
- Master of Ceremonies and hosting experience
- Willingness and ability to multi-task
- Financial management and managerial experience
- Bachelor degree in hospitality preferred
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Casino Manager
The Casino Manager is responsible for planning, directing, coordinating and controlling all the day-to-day operations in a casino.
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Daily Life
Hires, trains, and schedules the activities of casino personnel. Coordinates with supervisors, surveillance officers and investigators to make sure all games are run smoothly and fairly. Ensures that the casino adheres to government gaming laws and regulations. Measures the profit and loss of all table games and slot machines. Stays up to date on the nuances of the gaming rules. Monitors changes within the gaming industry and understands how they may affect the casino’s profitability. Intercedes with gamblers or guests who are upset or who have been caught cheating. Makes sure that guests’ needs are met and accommodates high-profile customers.
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Required Skills
- Strong leadership abilities
- Excellent communication and interpersonal skills
- Good organization skills
- Genuine affinity for customer relations
- Ability to remain calm in tense situations
- Willingness to work long hours
- Bachelor degree, preferably in hospitality
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Revenue Manager
The Revenue Manager occupies a critically important hospitality managementfunction that has a tremendous impact on the profitability of a hotel chain, airline, cruise line or car rental company.
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Tibor Fejes
Revenue Manager
Riviera Marriott La Porte de Monaco & Courtyard by Marriott Toulouse Airport
Monaco, France
Nationality: Hungarian
Graduated from Graduated from Glion Institute of Higher Education, Switzerland
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Daily Life :
The Revenue Manager determines the ideal price for a unit of inventory (a hotel room, airline seat, cruise ship berth or rental car) that is most attractive to consumers and most profitable for the company. He uses disciplined tactics to predict consumer behavior by optimizing inventory availability and pricing. The Revenue Manager works closely with sales and marketing teams to determine broad strategic financial goals and devises tactical selling and pricing strategies to meet those goals and maximize profits. He also monitors competitive marketplace activity and factors affecting distribution channel performance.
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Required Skills
- Strategic thinking combined with ability to implement strategy as tactics
- Strong organizational skills and ability to perform under time pressure
- Previous experience working in reservations (hotels, airlines, car rentals)
- Leadership skills
- Bachelor degree preferred
- Language skills
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