Careers in the tourism and hospitality industry: Accommodation Sector

The hospitality and tourism industry relates to the management, marketing, and operations of restaurants and bars, accommodation, attractions, entertainment and recreation events, and travel-related services.

As discussed in our overview and because it is such a diverse industry with so many career options to pursue, we will break it up into a few articles over the next few weeks. In the following article we will discuss the various career avenues in the accommodation sector.

Tourism and hospitality: Accommodation Jobs

Accommodation is a vast sector of the hospitality industry. Ranging from hotels to backpackers and all other facilities that offer lodging services. When people travel, either for work or pleasure, they need accommodation. The accommodation sector is therefore one of the most important sectors in Tourism and hospitality.

Some of the most common job titles that fall under the accommodation sector include:

Front-of-House Manager.

The front-of-house manager is also referred to as the front desk, office or reservations manager. The primary duties of the front-of-house manager is to supervise staff and ensure the smooth operation of the hotels reception area. They are also responsible for:

• Recruiting and training reservations staff.
• Providing exceptional customer service to guests.
• Responding to any guest complaints or inquiries.
• Ensuring that the hotel reception area runs smoothly.
• Making sure that guest check in’s and outs are hassle free and handled efficiently.
• Managing the shift schedules.
• Managing budgets and preparing reports for the general manager.
• Providing any guest feedback to the general manager.
• Performing any administrative duties as needed.
• Supervising all other front desk activities including reservations, phone and email inquiries and guest transportation.

Guest Relations Manager.

The Guest Relations Manager duty is to build relationships with guest’s and promote the brand by maintaining a positive guest experience. They also advise clients on the establishments services and resolve any complaints or issues. Duties and responsibilities of the guest relations manager include but may not be limited to:

• Having an in depth knowledge of all services.
• Building strong guest relationships.
• Promoting the brand.
• understanding the guests’ needs and requirements and proposing suitable services.
• Providing guest’s with comprehensive information on the establishment and all third party service providers.
• Up selling and cross-selling services to guest’s.
• Resolving any guest complaints and issues efficiently and in a timely manner.
• Ensuring the  best customer experience for all visitors to the establishment.

Hotel Clerk.

Hotel clerks are also referred to as a Hotel Receptionist. They are the first point of contact for all guest’s. Welcoming guest’s, answering queries and guest check in’s and out’s are some of the main duties of a hotel receptionist. The hotel clerk is responsible for ensuring the reception area is well maintained, clean and presentable. Other responsibilities of the hotel clerk are:

• Welcome guests in a warm manner and provide them with superior customer service.
• Ensure the reception area is clean, presentable, and equipped with all necessary stationary supplies.
• Answer all incoming telephone calls or emails.
• Handle cash or POS payments.
• Redirect calls or emails to the appropriate employee or department.
• Receive any mail or courier packages, and distribute them to the appropriate department.
• Manage front office equipment and supplies.
• Manage all guest check in’s and out’s.
• Liase with other departments to ensure the guest bill is correct and up-to-date.
• Promote the brand and offer the guest information on attractions in the area.

”A hotel should relieve travelers of their insecurity and loneliness. It should make them feel warm and cozy.” — Bill Kimpton, founder of Kimpton Hotel and Restaurant Group

Reservation Clerk.

Also known as reservationists or booking agents, the reservations clerk is responsible for booking accommodation. Their duties may include reserving hotel rooms, airport transport and restaurant bookings. They deal with guest’s over the phone, in person, or via email and provide excellent customer service. Other duties of the Reservation Clerk, include the following:

• Assisting and advising guest’s on accommodation options.
• Making reservations for guest’s based on their requirements and budget.
• Checking the availability of accommodation.
• Processing payments and sending confirmation to the guest.
• Managing any problems that may arise with the reservation.
• Providing guest’s with any information about the establishment.
• Suggesting local tourist attractions and things to do.
• Inform guest’s of additional services or any current specials.
• Assist guest’s who may need to change or cancel a reservation.

Concierge.

The Concierge serves guests with duties similar to those of a Hotel Clerk. They assist guests with personal services like making restaurant and tour reservations, offering suggestions for tourist attractions, and arranging transportation. Whereas the hotel clerk is located behind the front desk, the concierge is not necessarily located at the front desk. Their main responsibility is to provide a personal service to guests as well as:

• Make reservations at restaurants, arrange transportation and book entertainment or tours.
• Help to organise on-site events including weddings, corporate functions or conferences.
• Meet and greet guest’s and guide them to their designated areas.
• Manage customer expectations in a professional manner.
• Create a tailored experience for guest’s based on their personal needs.
• Liase with other front office team members and management.
• Promote the brand by offering a unique guest experience.

“Hospitality is almost impossible to teach. It’s all about hiring the right people.” — Danny Meyer, CEO of Union Square Hospitality Group

Hotel Porter.

Hotel porters are also known as bellhops, doorman, or guest services attendants. They mainly work in hotels to assist guest’s with their luggage to and from their rooms. The porter’s main purpose is to help provide an enjoyable guest experience. The porter reports to the Concierge and offers assistance with arranging transport and running errands. Apart from offering a warm welcome to all visitor’s you will also be required to:

• Offloading and carrying luggage.
• Ushering guests to their rooms after check-in.
• Showing guest’s how to use all the utilities in the room.
• Ensuring all utilities are without defect and in perfect working condition.
• Reporting any faulty equipment to the maintenance department.
• Assist with arranging transport for guests.
• Ensuring that the reception area is neat and tidy.
• Assisting guests with luggage when checking out at the end of their stay.

Housekeeper Jobs.

Housekeepers are responsible for cleaning rooms and all common areas of the hotel. They also replace bedding and toiletries and make beds. Housekeepers are an integral part of hospitality establishment as no guest wants to stay in a dirty or untidy space. They play a very important role in the upkeep of the hotel and their main responsibilities include:

• Maintain a clean, healthy and tidy establishment.
• Utilise cleaning equipment and materials to sweep, vacuum and mop floors.
• Clean and stock bathrooms.
• Ensure windows are sparkling clean.
• Notify maintenance of any repairs.
• Collect and dispose trash.
• Keep linen room stocked.
• Polish furniture.
• Keep stairways clear of any obstructions.

Laundry attendants

Laundry attendants wash and iron clothing and other textiles to support the operations of the establishment. They are responsible for ensuring guest clothing and linen are clean and returned in a timely manner. Laundry attendants usually spend their shift in the laundromat operating various machinery. Besides offering an exceptional cleaning service they are also responsible for:

• Washing, drying and ironing clothing and other textile items.
• Collecting and returning laundry to guest rooms.
• Sorting items and ensuring that the correct items are returned to the guest.
• Managing laundry detergents and supplies.
• Inspecting laundering equipment for any defaults.
• Arranging servicing of machinery.
• Ensuring a clean and tidy work area.
• Responding to customers’ queries, concerns, and complaints in a professional manner.
• Keeping management up-to-date with any guest queries or concerns.

“Train people well enough so they can leave, treat them well enough so they don’t want to.” — Sir Richard Branson

Driver

Drivers working in the hospitality industry typically transport guest’s from airports to hotels. They also carry out vehicle maintenance checks and interact with guest’s in a professional manner. As a driver in the hospitality industry you need to have a good geographical knowledge and good understanding of the area. Guest’s will often ask questions about the area so good general knowledge is also essential in this role. As a hotel driver you will be responsible for:

• Transferring guest’s from airports to the hotel and vice versa.
• Transporting clients to local tourist attractions.
• Maintaining company vehicles and scheduling services.
• Delivering guest’s in a safe and timely manner.
• Assisting the business with courier service.
• Planning the most optimal route.
• Ensuring the company vehicle is clean at all times.
• Keeping a log book.
• Providing superior customer service to guest’s.

The great thing about the accommodation sector is that it offers many entry-level job opportunities. This can help you get a foot in the door and you can work your way up to higher-level jobs.

Now that you understand the different jobs in accommodation, you can decide which role best matches your skills and interests. When it comes to hospitality jobs, there are plenty of amazing opportunities available.

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