Hotel Staff Positions: Roles, Qualifications, and Growth

Key Takeaways

• Hotel staff departments include front office and guest services, housekeeping and maintenance, food and beverage, security, and management and administration.
• Hotel careers require a combination of practical and soft skills as well as a proper hospitality education, such as a bachelor’s or master’s degree in hospitality management or business management.
• Entry-level positions include servers and bellhops, mid-level positions include guest relations managers and food and beverage supervisors, while senior and executive positions include general managers and executive chefs.

A great hotel experience depends on the commitment and teamwork of its staff. Every role contributes to the success and growth of the hotel itself, from the front desk agents who welcome guests to the housekeeping staff that ensures cleanliness and comfort.

The hospitality industry offers a variety of job opportunities, each requiring a unique set of skills and qualifications. Understanding these hotel staff positions helps you see the effort behind running a hotel and the available career paths for those interested in hospitality.

Hotel Staff Positions by Department

The success of a hotel depends on the smooth operation of various departments, as they all play a role in delivering exceptional guest experiences. Every staff member contributes to the hotel’s daily operations, from the first point of contact at the front desk to operations behind the scenes.

Front office & guest services

The front office and guest services department is the face of the hotel, ensuring comfortable stays and smooth arrivals or departures. They are responsible for guest interactions, assistance, and a welcoming atmosphere. Guests can find the front office and guest services staff at the reception desk, lobby, entrance, and concierge stations.

Key roles and responsibilities include:

• Front desk agent/receptionist - Manages check-ins and check-outs, reservations, requests, and hotel information.
• Concierge - Provides customized services like recommending nearby restaurants, booking tours, and helping with transportation needs or issues.
• Bellhop - Helps with luggage, escorts guests to rooms, and ensures smooth arrivals or departures.
• Doorkeeper - Greets guests at the entry points, helps with doors, and coordinates transportation.
• Night auditor - Manages overnight front desk operations, reviews financial reports, and achieves accuracy in hotel records.
• Guest relations manager - Focuses on guest experiences, resolves issues, and ensures a positive overall experience.

Housekeeping & maintenance

The housekeeping and maintenance department ensures the hotel property’s cleanliness, comfort, and functionality. They focus on meeting high hygiene and safety standards in guest rooms, common areas, and facilities.

Guests encounter housekeeping and maintenance staff in hallways, guest room floors, or public areas while rooms are being cleaned or supplies are restocked.

Key roles and responsibilities include:

• Housekeeper/room attendant - Cleans and prepares rooms for guests, changes bedsheets, restocks amenities and sorts out the environment.
• Housekeeping supervisor - Oversees housekeeping operations, checks rooms, manages staff schedules and ensures high-quality standards.
• Laundry attendant - Washes, dries, irons, and folds bedsheets, towels, and uniforms to keep cleanliness regulations.
• Public area attendant - Cleans and maintains lobbies, corridors, elevators, and other shared spaces to create a sanitary area.

Food & beverage

The food and beverage department is responsible for high-quality dining experiences through restaurants, bars, room service, or special events. They focus on delivering exceptional meals and drinks while maintaining service standards, cleanliness, and hospitality standards.

Guests usually engage with this team in hotel restaurants, bars, lounges, banquet halls, and through room service deliveries.

Key roles and responsibilities include:

• Restaurant managers - Monitor daily restaurant operations, manage staff, ensure customer satisfaction, and handle budgeting and inventory. These are just some of the restaurant manager skills required.
• Waiters/waitresses - Take orders, serve food and beverages, help guests with menus, and create a pleasant dining experience.
• Bartenders - Prepare and serve drinks, engage with customers at the bar, and manage stock and cleanliness.
• Chef/head chefs (executive chefs) - Lead the kitchen team, design menus, monitor food preparation, and ensure quality standards are met.
• Sous chefs - Help the Head Chef, supervise kitchen staff, and oversee food preparation and cooking.
• Line cooks - Prepare ingredients, cook dishes with recipes, and maintain kitchen hygiene.
• Pastry chefs - Specialize in making desserts, pastries, and baked goods for restaurants and events.
• Banquet servers - Serve food and beverages at events, set up dining rooms, and manage banquet operations.
• Room service attendants - Deliver meals to guest rooms, set up trays, and manage timely service.

Security & maintenance

The security and maintenance department works on the safety, security, and proper functioning of the hotel’s facilities. Security staff work together to protect guests, employees, and property, while maintenance manages repairs, upkeep, and technical operations to ensure smooth hotel operations.

Guests usually interact with security and maintenance personnel at entrances and lobbies or while asking for help with lost items or security concerns.

Key roles and responsibilities include:

• Security officer - Monitors hotel area, manages security, assists guests with safety concerns, and ensures a secure environment.
• Maintenance technician - Repairs and maintains electrical, plumbing, HVAC, and other systems to ensure smooth operations.
• Groundskeeper - Maintain outdoor areas, landscaping, and gardens to create a welcoming hotel environment.
• IT specialist - Manages hotel technology systems, like Wi-Fi, security systems, and guest service software.

Management & administration

The management and administration department oversees hotel operations to increase efficiency, profitability, and guest satisfaction. This team focuses on strategic planning, financial management, human resources, marketing, and event coordination.

Guests typically interact with management staff at the front desk, during special events, or when making requests or addressing concerns.

Key roles and responsibilities include:

• General hotel manager - Oversees all hotel operations, ensures financial success, and maintains guest satisfaction. If you become a hotel manager, you will primarily focus on high-profile guests or VIP experiences.
• Assistant hotel manager - Supports the general manager, supervises staff, and ensures daily operations run smoothly.
• Revenue manager - Develops pricing strategies, monitors market trends, and optimizes room rates to maximize hotel revenue.
• Human resources manager - Manages recruitment, employee connections, training programs, and workplace policies and regulations.
• Sales and marketing manager - Promotes the hotel, attracts new guests, and creates partnerships to increase booking revenue.
• Event planner/coordinator - Organizes weddings or conferences and manages corporate events planning.
• Accounting/finance manager - Manages the hotel’s budgeting, financial planning, payroll, and financial reporting.

Key Qualifications for Hotel Jobs

Hotel jobs require soft skills and technical expertise to offer excellent guest service and efficient operations. Soft skills like excellent communication, customer service, teamwork, time management, and attention to detail are essential for success in these roles.

Technical expertise can vary depending on the role, including knowledge of reservation systems, food safety regulations, maintenance procedures, or financial management.

Many entry-level positions only require on-the-job training, while management and specialized positions require degrees in hospitality management, business administration, or culinary arts.

Certifications, including food safety, security, event planning, and hotel software systems, can further increase job prospects. The general manager of Aloft, Jason Kim, mentions that besides education:

Knowledge comes from years of experience in a job.

Entry-level positions

Entry-level hotel staff positions are perfect for those starting their careers in hospitality, such as students, recent graduates, or those transitioning into the workforce. These roles offer career advancement opportunities and valuable experience, which is a starting point for anyone interested in hotel operations.

Student stories from Swiss Hotel Management School show that internships in luxury hotels like Ritz Carlton Abama and Grand Hyatt Dubai helped them gain hands-on experience in hotel operations, guest services, and large-scale management. Rytè, an alumna of SHMS said,

My first internship was at the Ritz-Carlton Abama in Tenerife, Spain. Working there gave a great overall understanding of how hotels operate.

She went on to say,

For my second internship, I applied to work at the Grand Hyatt Dubai because I really wanted to experience a different culture.  The hotel was very large, so it was interesting to learn about large-scale hotel operations.

Some entry-level roles do not require formal education beyond high school, and most employers prefer candidates with a foundation of hospitality education and training. A BA in International Hospitality Management at SHMS provides this foundation by offering students essential industry knowledge, practical skills, and hands-on experience through internships integrated within the program. The curriculum focuses on customer service, hotel administration, and financial management, preparing students for the demands of the industry.

After the first year, students complete their first internship, which exposes them to practical skills in the hospitality industry, including customer service, operations management, and team leadership.

Due to the constant need for guest services, entry-level hotel jobs are highly in demand, specifically in tourist destinations and busy city centers. Hence, obtaining a degree and securing a position in a hotel makes it easier to advance into higher roles, as most hospitality establishments prefer to promote from within.

Entry-level positions include:

• Bellhops 
• Housekeeping attendants
• Servers
• Front desk agents 

Mid-level positions

Mid-level hotel positions are best suited for experienced hospitality professionals who are ready to handle leadership responsibilities. These roles often include supervising staff, ensuring quality service, and handling operational duties within a department.

Many mid-level positions require a master’s degree. At SHMS, the MA in International Hospitality Business Management provides professionals with advanced skills in leadership, financial management, marketing and branding, and strategic planning — all in just one year. Through SHMS’s specialized degree, students can focus on one of three tracks that align with their career goals. For example, those who want to continue with luxury brand management can choose to specialize in this track and become an expert at it.

Hotels prioritize guest satisfaction and efficiency, making mid-level positions in high demand, especially in high-end hotels and resorts where service quality is a priority. Mid-level job positions include:

• Sous chefs
• Guest relations managers
• Food & beverage supervisor
• Sales and marketing role

Senior & executive positions

Senior and executive hotel positions are reserved for highly experienced professionals who show leadership, strategic thinking, and an understanding of hotel management. Each role focuses on overseeing entire departments of the hotel, ensuring financial success, operational efficiency, and exceptional guest experience.

Due to the expertise and experience required, senior-level positions are highly competitive but in high demand at luxury hotels or international chains worldwide. Senior and executive positions include:

• General Managers
• Directors of Operations 
• Executive Chefs 

How to Apply for a Hotel Staff Position

Applying for jobs in the hotel industry requires finding the right opportunities, creating a strong application, and preparing for an interview.

The best ways to apply include:

• Job Boards - Platforms like Hcareers, CatererGlobal, and hotel brand websites often list job openings.
• Networking - Connect with industry professionals on LinkedIn through alumni groups.
• Career Fairs & Recruitment Events - Many hotels, especially luxury brands, recruit employees through the International Recruitment Forum (IRF) and similar industry events.
• Direct Applications - Visit hotels and ask about any open job opportunities; this demonstrates initiative, a trait that is highly admired, especially in entry level positions.

Resume and cover letter tips:

• Create a resume that highlights relevant experiences, even if you are focused on customer service or retail.
• Emphasize soft skills like clear communication, teamwork, problem-solving, and other hospitality skills.
• Include certifications like food safety, front desk software, and hospitality management training.
• Write a brief professional cover letter showing your interest in the position and how your skills align with the role.

Interview Preparation:

• Research the hotel’s brand, values, and services to show your preparation and passion.
• Practice common hospitality interview questions, such as how to manage difficult guests or multitasking under pressure.
• Emphasize customer service experience and offer examples of problem-solving in your former positions.
• Dress professionally and express a friendly, guest-oriented tone and attitude.

Advancing Through Hotel Staff Positions

One of the most appealing aspects of working in the hotel industry is the possibility of moving up in your career since many hotel chains focus on promoting their existing employees to higher leadership positions.

Luxury hotel brands such as The Ritz-Carlton and Four Seasons are famously known for their strong internal promotion policies. Staff can move from entry-level to mid-level or senior management positions with commitment, successful performance, and a strong understanding of the hotel’s operations.

Cross-training between departments is a great way to climb the career ladder over time. This enables employees to gain broader skills and prepares them for higher positions. For example, someone just starting in housekeeping can move into management positions after gaining experience across different departments.

Find Your Place Among Hotel Professionals

The hotel industry provides a variety of roles that focus on creating memorable experiences for guests. Each hotel staff position, from front desk agents to executive chefs and general managers, is important to ensuring guest satisfaction and comfort.

This industry offers job opportunities and advancement through new skills and specializations, such as food and beverage management or hospitality marketing. Depending on your process, whether you’re just starting or moving into a leadership role, hospitality provides many possibilities.

With the right degree, such as SHMS programs, you can start your journey to becoming a hotel professional. Besides hospitality programs, we also offer a Postgraduate Diploma, which provides you with key operational and soft skills, like emotional intelligence and communication, in just one year. This program equips you with hands-on experience in organizing events, managing a spa, or running fine-dining restaurants.

Explore your potential and find the right path!

Frequently Asked Questions

What is the hotel staff called?

Hotel staff is typically referred to as hospitality staff, with roles placed into three categories: administration, guest services, and support staff.

What is the main task of the hotel staff?

The hotel staff's main responsibilities are ensuring guest satisfaction through excellent service, cleanliness, and management of reservations and inquiries.

How hard is it to get a job at high-end hotels?

Getting a job at a high-end hotel may be competitive. Generally, they require experience, strong customer service skills, and formal training in hospitality management.