Most hotels must be staffed 24 hours a day, seven days a week, and 365 days a year. Of course, shifts vary by hotel and department but there’s generally a daytime shift, think 7am-3:30pm, an evening shift, perhaps 3pm-11:30pm, and an overnight shift such as 11pm-7:30am. Because the middle of the day might get busier with the end of checkouts and the beginning of guests checking in, the hotel might have a midday shift as well, like 10am-6:30pm. Many hotels cover these shifts with a combination of full-time and part-time positions and shifts.
While finding constant coverage might sound challenging, it offers flexibility and opportunities to job seekers for whom a full-time, 9am-5pm weekday job doesn’t work. Some people prefer to have days off during the week; some prefer to work holidays. Some people like to work overnight to free up their days. Some people are only available a couple of times a week or a few hours per day. They are all potential candidates to work at a hotel.
In addition, hotels may cross-train staff in different departments, allowing flexibility to cover multiple positions during one shift based on the pace of business. Cross training staff can also provide coverage for a sick team member or one who is taking vacation time. This might appeal to job seekers who prefer more variety with their responsibilities or have an eye toward management.
Let’s cover some of the areas of the hotel which need to be staffed.
Front Desk
Front desk staff should be comfortable with computers as well as interacting with guests. They perform check in and check outs, take reservations, and answer calls from both within and outside the hotel (although larger hotels might have a designated phone operator). Guests share issues and complaints with the front desk, and staff should be equipped to listen and troubleshoot.
Night Audit
The night auditor works the overnight shift, checking in late guests, checking out early guests, and running the daily reports. They might be the only on-site employee for most of their shift. The hotel needs at least two people to cover the night audit seven nights a week, and should have a back-up plan if the auditor is sick or on vacation.
Housekeeping/Laundry
Housekeepers clean rooms for guests who are staying over and those who have checked out. Depending on room or suite size, they might be assigned 10-15 rooms per shift, so efficiency and maintaining cleaning standards is key. A laundry person may be assigned to gather dirty linens, put them in the washer, then dryer, and fold. They might work as a backup housekeeper if time allows. Someone should also be assigned to clean the public areas of the hotel.
Maintenance
Maintenance ensures that the facility and any on-site equipment is kept properly functioning and in good condition. This includes maintaining heating and cooling systems, plumbing, lighting, kitchen or laundry equipment and small repairs to floors, doors, and more. Maintenance should help determine if outside specialists are needed to handle an issue beyond their knowledge and experience.
Breakfast
The breakfast attendant works the early morning shift, preparing any hot foods, setting up and replenishing breakfast items through the morning, and cleaning up as guests leave. They also interact with guests, inquiring about their stay. This might be an ideal part-time position for those who need their afternoons free. Alternatively, they could finish up their full-time hours in another department.
Sales
The sales staff builds relationships with local and corporate accounts to bring more business to the hotel through room nights or meeting space usage. They might make cold calls and visits to local businesses, complete Requests for Proposals received from tourist bureaus or corporate accounts, check in with current clients, meet with wedding couples, reach out to sports tournaments to host teams, and more. This position might be covered by the Assistant General Manager or General Manager at smaller properties.
Food and Beverage
If your hotel has a bar, café, or restaurant, you’ll need food & beverage workers to staff it. Their duties include taking orders, preparing and serving food and drinks, cleaning the area, and stocking and ordering supplies.
Management
The size of the hotel will help determine the number of managers and type needed. Usually, the hotel has a General Manager, responsible for oversight of the property from sales to maintenance to customer service. They will be involved in budgets and executing the strategic goals of the hotel. They might be involved with hiring and developing employees. Additional managers might include a Housekeeping Manager, an Assistant General Manager, Front Office Manager, Sales Manager, or F&B Manager.
At any point during their stay, a guest might interact with any staff member. Ideally, everyone who works at the hotel will have a heart for customer service.
