Optimizing Your Hotel Staffing: The Role of Public Area Attendants

Properly staffing your hotel is crucial for ensuring a positive guest experience. One key consideration is the number of public area attendants required to manage the hotel effectively. In this article, we will explore how hotel size, service type, and client mix influence the staffing needs. We will draw from real-world scenarios to provide practical insights.

Size of the Hotel

The size of your hotel directly impacts the staffing requirements. For instance, a hotel with 50 rooms, such as the Best Western in Buxton, may need a team of at least three people at the front desk. Additionally, they may have numerous staff members in various customer-facing roles, including the bar, restaurant, and concierge services. In contrast, a larger hotel with 160 rooms, like one in Germany, may have up to 10 staff members on duty at all times, alongside a variety of other customer service roles.

Service Type and Client Mix

The nature of the service offered and who your clientele are also play a significant role in determining the number of public area attendants required. Hotels that cater to business customers often have specific service needs, while those targeting families may experience a more gradual flow of guests. For example, a "budget" hotel like Premier Inn with 240 rooms and limited on-site services may only need two staff members at the front desk, with one handling reception duties and the other managing administrative tasks in the office.

Real-World Scenarios

Let's dive into some real-world examples to illustrate the variability in staffing needs.

Example 1: Best Western in Buxton

This hotel with 50 rooms requires a significant number of staff members:

At least 3 people at the front desk at all times 2 staff members in the bar 5 staff members in the restaurant during morning and evening hours The bar and reception staff can assist in carrying bags to rooms if needed

This hotel also offers additional services, such as a coffee shop and bakery, with around a dozen staff members in these areas. The restaurant has another dozen staff members, and there are 5 or 6 staff members in the bar and cocktail lounges. The hotel employs a pianist and a string quartet, as well as a concierge and a tour organizer. There are also two floor concierges, two doormen, and a few parking attendants. The hotel has 160 rooms, with two of them being suites, each having two exclusive concierges exclusively for those customers. On concert nights, Thursdays, they have a full choir and orchestra in the ballroom.

Example 2: Wardenburgerhof - 80 Rooms

This hotel with 80 rooms and a dozen function halls is a family-run operation:

A family of five handles most of the hotel service Casual labor is brought in for larger event setups

This hotel demonstrates how a smaller, family-owned establishment can manage with limited staff during regular operations, while still providing excellent service through careful planning and resource allocation.

Depends on the Hotel

As illustrated in the examples, the number of public area attendants required can vary widely from hotel to hotel. Fancier hotels may have hundreds of attendants, while budget hotels like Premier Inn have only one or two on duty at any given time, possibly only in the early morning to clean up rooms.

Best Practices for Staffing

To ensure efficient and effective hotel operations, it is recommended to always have at least two people on duty even during off-peak hours. This ensures that if any problems arise, there is a backup team available to handle the situation. The number of staff members on duty should also be adjusted based on the time of day and the number of guests booked in.

Conclusion

Proper staffing is crucial for maintaining a high level of service in a hotel. Factors such as hotel size, service type, and client mix all play a role in determining the number of public area attendants needed. By carefully planning your staffing needs, you can ensure a smooth operation and a positive guest experience.