What Is Hospitality Management?

Hospitality management involves overseeing the daily tasks of a business, particularly the tourism industry. Commercial businesses such as hotels, amusement parks and restaurants need a manager and other staff to make guests feel comfortable and give them the best experience possible.

Hospitality management is an umbrella term used within the tourism industry. Different segments use their own terms, such as hotel management, which can sometimes be confused with the more general term. 

Working in Hospitality Management

In the last few decades, the travel and tourism industry has grown into one of the world’s largest industries, contributing trillions of dollars to the world’s economy and creating millions of jobs worldwide.

Hospitality management is also an industry and job role that is unsuitable for everyone. A hospitality manager needs to have the right experience and knowledge to help them develop a strategy to offer consumers the best experience possible, which may mean the best hotel stay or the best meal they have ever eaten. 

It can also be a tough job, with establishments open all year round, 24 hours a day, seven days a week. Hours can be very odd compared to the basic 9-5 office hours. It’s not ideal if you want to work “normal working hours”. 

There may be cases where you must work hours you wouldn’t normally do. Certain events may be held, and your presence will be needed. Other times, you may need to step up to cover other workers as you could be the final port of call.

The Hospitality Manager’s role is the most advanced within a business. If a customer has an issue, you may need to deal with it yourself in a professional manner. The manager will also need experience dealing with budgets and other finances.

Becoming a Hospitality Manager

There are many routes into hospitality management. One of the most well-known ways of doing this is through education. Gaining an education in business management and hospitality management is ideal. In the UK and Ireland, many universities and colleges offer degrees and other qualifications in these fields.

Gaining an education in hospitality is an ideal way to break into the industry at a managerial level. These qualifications cover courses in not only management but also accounting and financing, which are two vital roles of a manager within a business.

You can also break into the field by working. You can work your way up within the industry yourself. You can either learn on the job or complete educational courses when not scheduled to work. This may include vocational night courses or online courses.

Learning on the job allows you to experience all the roles and responsibilities of a hospitality manager in a hands-on capacity. You can then work your way up by gaining new roles, eventually reaching a key role such as an assistant manager.

 Why Work in Hospitality?

There are many reasons why working in hospitality is a great career option. Firstly, the industry is a safe bet because it will always exist. People will always want to travel, experience new places, and meet new people.

The industry has also seen an explosion in the last decade or two. Two reasons for this would be cheap travel and travel technology. Before mobiles and phone apps, to book a holiday or a trip, everything had to be preplanned weeks and, in many cases, months in advance. Now, people can instantly book a flight on an app and arrive in a new country without accommodation. They can then use their phone again to find accommodation for that night instantly.

These apps, such as Airbnb, Couchsurfing, airline apps, and even hotel apps, have contributed to the industry’s growth. 

Travel has also become cheaper than ever before. Airlines are at the forefront of this, with many budget airlines sometimes offering flights for as little as a McDonald’s meal.

Should You Work in Hospitality?

As mentioned before, working in hospitality can be tough. Therefore, it might not be the right job for you. Most of the time, people in the industry possess similar traits, skills, and qualities, such as the ability to think on their feet, stay calm under pressure, and solve problems quickly and easily.

Some of the most successful hospitality managers have a love for the industry and their jobs. The traits of a manager should include good communication, motivation, determination and passion. As a hospitality manager, you will fully control a team. The team could be large or small, but it is best to motivate them. That way, the customers or guests will have the best experience. A manager can’t be at every step along the chain, such as checking guests into the hotel and collecting luggage while completing finance reports. 

This is the same for a restaurant manager. They can’t show guests to their seats, take their orders, deliver the orders, and cook all at once. They need to be in full control of their team, and a key way to do this is by motivating the team around them.

Communication is also key. Without good communication skills, a manager cannot spread their message to their staff, including motivating the staff. If a manager can’t get the right message across to their team, customers will eventually suffer as a result, as they won’t get the best experience possible. It also could create a hostile atmosphere within the workplace.

A manager also needs to be decisive at crucial times. Guests and customers are the most critical factors in hospitality management, so offering incentives such as discounts for issues will make the customer feel better about the service. It can also play a factor in whether a customer will become a returning customer.

Although not essential, understanding marketing can be a big plus for a hospitality business, especially if it’s a small business without its own marketing team. This will help the business build a brand that customers will recognise.

Education and Training in Hospitality Management

While some people enter hospitality management through on-the-job experience, formal education can provide a strong foundation. Degree programmes in hospitality management are offered by universities worldwide. They cover subjects like business administration, marketing, accounting, and human resource management, all tailored to the hospitality industry.

Typical Courses in Hospitality Management:

• Principles of Hospitality Management: Covers the fundamentals of managing hospitality services, customer service, and industry standards.
• Financial Management: Teaches budgeting, forecasting, revenue management, and other essential financial skills.
• Marketing and Branding: Focuses on marketing strategies, brand management, and public relations specific to hospitality businesses.
• Human Resource Management: Essential for managing teams, this course covers recruitment, training, and performance evaluation.
• Event Management: Teaches skills in planning and executing events, from logistics to customer service.
• Ethics and Sustainability: Explores sustainable practices and ethical considerations within the hospitality industry.

Additional Certifications: In addition to formal education, certifications in areas such as customer service, event planning, and food safety can boost one’s career prospects.

Challenges in Hospitality Management

Like any industry, hospitality management has its challenges. Professionals must be prepared to address issues like:

• High Stress and Long Hours: Hospitality management is demanding and often requires long hours, especially during peak seasons. Managers must work under pressure, handling high volumes of guests and last-minute changes.
• Dealing with Difficult Customers: Not all guests are easy to please, and managers must handle complaints diplomatically to maintain the business’s reputation.
• Staff Turnover: The hospitality industry experiences high turnover rates, which can disrupt operations and impact service quality. Managers must focus on employee satisfaction, training, and retention.
• Adapting to Technological Changes: Technology, from reservation systems to guest feedback management, is increasingly important. Keeping up with these changes is crucial for maintaining competitiveness.
• Global Crises and Economic Factors: Global events like the COVID-19 pandemic have shown how vulnerable the hospitality industry is to disruptions. Managers must be prepared to adapt to changing conditions and mitigate risks.

The Future of Hospitality Management

The hospitality industry continues to evolve, with trends shaping its future, such as:

• Sustainability and Eco-Friendly Practices: Many guests now prefer eco-friendly accommodations and sustainable services. Hospitality management increasingly involves implementing practices that reduce environmental impact.
• Technology Integration: The use of artificial intelligence, digital check-ins, and customer feedback tools is on the rise, making operations smoother and improving guest satisfaction.
• Health and Safety Standards: Health and safety have become a priority post-pandemic. Hospitality managers must ensure that standards are upheld to maintain guest confidence.
• Personalised Experiences: As guests seek unique, personalised experiences, managers focus on customisation, from tailored services to special events.
• Emphasis on Mental Health and Work-Life Balance: The industry recognizes high stress, so there is an increased focus on mental health, ensuring that employees and managers have a better work-life balance.

The future of hospitality management is bright, with a growing emphasis on innovation, sustainability, and personalisation. It remains a field with exciting opportunities for those who can adapt to change, embrace new technologies, and remain focused on delivering exceptional guest experiences.

Conclusion

Hospitality management is a diverse and rewarding field that demands a unique combination of skills, from customer service and financial management to leadership and adaptability. Whether overseeing a hotel, restaurant, or event, hospitality managers are crucial in shaping guest experiences and driving business success. The field offers numerous career opportunities and continues to evolve with trends like sustainability, technology integration, and personalised services.

Hospitality management is an ideal career path for individuals passionate about service, management, and positively impacting people’s experiences. With the right education, skills, and commitment to excellence, professionals in hospitality management can thrive in a dynamic, global industry that remains central to both travel and tourism.

An important role in hospitality is that of a Hotel Manager, why not check out the reasons we found to encourage you into becoming one?