Service with a smile

The biggest asset of the hotel industry is its employees. The industry is selling the concept of `a home away from home.' The hard work involved in presenting those crisp sheets and gourmet meals often go unrecognised. An important requirement to excel in this industry, is that you have to be a `people person'.

The Front Office

Reception: This is the `front end' of the hotel where candidates with a good personality, patience and good grooming will excel. A helpful attitude and a cheerful smile help, a degree in hotel management is not essential.

Customer relations: This public relations function will receive all the complaints and the occasional praise. They will need to co-ordinate with the other departments to maximise customer satisfaction. This post needs candidates with an amiable personality and good communication skills. Graduation in any field is all that is required.

Cashier: Commerce graduates with the interpersonal skills to handle difficult guests will fit in very well here.

The Back Office

The Reservations Officer in the back office must be qualified in ticketing, basic geography, calculating time zones, the international codes used by the hotel and the airline industry and the fare construction for room and board. Many travel and ticketing courses are run by private educational institutions. A graduate degree in any field is all that is required.

House-keeping: This is a department where Hotel Management graduates who have specialised in Housekeeping are recruited. The main duty is to ensure that the hotel interior is maintained in a pristine condition.

It is a misconception that a degree in Hotel Management and Catering is required for a career in the hospitality industry.

Security: This is another area were hotels are looking to employ experienced non-hotel management graduates. Ex-service personnel make ideal candidates, as they are aware of the kind of security issues involved.

Horticulture: The grounds of a hotel are embellished with beautiful gardens and exercise areas. Apart from these, flower arrangements are used to decorate different areas of the hotel. Hotels usually look for established horticulturists. Qualifications in horticulture are not as important as proven expertise.

Engineers: Every hotel has a team of engineers to tackle routine problems and minor civil works. Electrical and mechanical engineers are always present in the hotel, working in shifts. Candidates with the appropriate engineering degree can contemplate a career here.

Communications and IT: Communication Engineers and System Administrators can find openings here.

Today, most top hotels have data lines in all guestrooms, so there is a growing demand for System Managers.

Hotel Management graduates have to traverse the gamut of the hotel environment to reach the position of General Manager, who is the head of the hotel. Graduates specialising in the culinary arts have to start at the lowest level, the junior chef, and gradually rise to become executive chefs. Some executive chefs are more treasured than General Managers!

Malini Suryanarayanan