How to Boost Your Professionalism as a… Department Manager

As a Department Manager (DM) in the hospitality industry, your day-to-day duties and responsibilities are as extensive as they are invaluable to a hotel’s success. Working closely with the General Manager, you are likely expected to perform a whole host of tasks, from staff management to financial stewardship. 

A hotel DM’s specific job description will largely depend on which department they oversee. This may include (but is certainly not limited to) the Front Office, Housekeeping, Maintenance, Food & Beverage, or Valet. In many cases, DMs collaborate closely with one another across departments, working together to manage overlapping responsibilities efficiently and appropriately.

But despite all the knowledge an experienced DM acquires from wearing many hats, there is always room to grow in this career. If you’ve ever wondered, How can I develop my skills as a Department Manager? or, How can I boost my professionalism in this role?, then read on. If you’re looking to hone your skills in hospitality leadership, we’ve gathered several tips to help you achieve these goals.

Note: This post is for experienced and seasoned Department Managers aiming to grow, not early-career hospitality hopefuls new to the field.

Continue to learn on the job–even if it’s not your job. The television series “Undercover Boss” shows that even a CEO can better learn his business if he’s willing to get his hands dirty. The show gives eye-opening insight into the reality of how a business is run, as depicted by following the employees working its least glamorous jobs. Brilliantly, it shows that a company’s top leaders can still benefit from on-the-job learning–even if that looks like scrubbing toilets and taking out the trash.

Show that you’re a team player by jumping in to help, even if helping falls outside your job description. Help with laundry. Bus tables in the restaurant. Join the front desk staff to help with guest check-in. By showing that no task is too menial for your role, you are both modeling humility as a leader and learning your staff’s greatest challenges and needs.

Prioritize developing core leadership, financial management, and communication skills. In every DM role, you will put this trio of skills to near-constant use. Ask your supervisor for feedback on where you have room for improvement. How are your staff management skills? Does financial acumen make your eyes glaze over? Where (and with whom) do you struggle to communicate effectively? Honing strengths is great, but focusing on your weaker skills will make you a more well-rounded professional.

Pursue relevant higher education. While customer service skills are highly practical in most career paths, they are an absolute non-negotiable among hospitality management. You’ll want to focus on guest satisfaction and problem-solving.

Moreover, explore undergraduate and Masters programs in Hotel Management, attend conferences, and complete certifications and training. Ask your supervisor what they’d recommend, and whether your employer offers training compensation.

Master coordination across departments. Regardless of your assigned department, you can always learn from the other department heads and their staff. Work closely with these colleagues, and you will learn quickly how you can employ hotel functions across departments.

Lead by example. This is not only about following the rules. Leading by example means setting the example you what your team members to emulate. For example, if the brand requires that your staff wear a uniform, first you must ensure that they are wearing the proper uniform and name tag during their shift. But it does not stop there. Second, you need to also wear the uniform correctly if required. If you are not required, then your “professional” outfit should look as good or better than what your staff looks like in their uniform. Other examples are, if it is not allowed for team members to help themselves to the breakfast buffet food during breakfast hours (or not at all), and you walk over and help yourself to breakfast items and coffee, the staff will follow your lead. Or, if you, as a department manager, walk over trash in the hallway and do not pick it up as you pass, the staff will do the same. My point is, be the person you want your team members to be. The team will observe what you do and do it themselves, whether it is good or considered not good.

If your goal is to grow in your role as a Hospitality Department Head, we salute you! There are a multitude of ways to boost your professionalism and become a better leader, and this list only scratches the surface. Start here, and you’ll be amazed at how many windows of opportunity will become available to you.