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Example related to information requirement

List types of employees working in different level of management in a hotel.

Answer: In hotel we can find different kind of management like top level, tactical level and operational level. Several employees work in those level of management in different posts, they will have different roles and responsibilities.

Here’s a breakdown of the key management roles across different levels:

Top-Level Management (Strategic Level)

These executive managers oversee the entire hotel’s operations and make high-level decisions. They need information from outside of organization also. They are responsible for making long-term strategic decisions. They use Excutive Information System (EIS). EIS takes data from MIS and DSS. There are different post in top level management. Some of them with their responsibilities are as follows:

  1. General Manager (GM) : GM is responsible for checking hotel performance, guest satisfaction, and profitability.
  2. Resident Manager / Hotel Manager : Assists the GM and oversees daily operations.
  3. Director of Operations : Manages multiple departments to ensure smooth functioning.
  4. Director of Sales & Marketing : Leads revenue generation, branding, and promotional strategies.
  5. Director of Human Resources (HR) : Handles recruitment, training, and employee relations.

Middle Level Management (Tactical Level)

These managers oversee specific departments and implement strategies set by top management. These managers are concerned with tactical decision making processes. They will use Management Information System (MIS) and Decision Support System (DSS) to ease their tasks and activities. Some of the posts of employees and their responsibilities are as follows:

  1. Front Office Manager : Manages reception, concierge, and guest services.
  2. Housekeeping Manager : Oversees cleanliness, room maintenance, and laundry services.
  3. Food & Beverage (F&B) Manager : Manages restaurants, bars, banquets, and room service.
  4. Executive Chef : Leads kitchen operations, menu planning, and food quality.
  5. Revenue Manager : Optimizes room pricing and occupancy strategies.
  6. Sales Manager / Marketing Manager : Handles corporate clients, events, and promotions.
  7. Banquet Manager : Coordinates events, conferences, and catering services.
  8. Maintenance / Chief Engineer : Ensures facility upkeep, safety, and repairs.

Supervisory Level Management (Operational Level)

These supervisors ensure day-to- day tasks are executed efficiently. They will use Transaction processing system (TPS) to ease their daily occurring tasks and activities. These employees supervise and monitor Line level staffs. Some of the posts of employees and their responsibilities are as follows:

  1. Front Desk Supervisor : Manages checkins, checkouts, and guest requests.
  2. Housekeeping Supervisor : Oversees room attendants and cleanliness standards.
  3. Restaurant Supervisor / Maître D’ : Manages dining staff and customer service.
  4. Shift Leaders (for various departments) : Supervise staff during specific shifts.
  5. Night Manager / Duty Manager : Handles overnight operations and emergencies.

Line Level Employees (Non-Management Staff)

These employees report to supervisors and perform operational tasks. These employees used different TPS to ease their works. Some of the posts of employees and their responsibilities are as follows:

  1. Receptionists, Bellboys, Concierge
  2. Room Attendants, Laundry Staff
  3. Chefs, Waiters, Bartenders
  4. Maintenance Technicians, Security Personnel

What are the information requirement of employee working in each level of management in hotel?

Answer Each employee will have different information requirement as he/she will have different roles and responsibilities to play. Roles and responsibilities of employee depends on level of management in which employee work. Here is a breakdown of the key information needs for each management level to perform their tasks effectively

Top Level Management (Strategic Level) employees are concerned with strategic decision making processes. They deal with long-term strategical plans.

Roles General Manager (GM), Director of Operations, Director of Finance, Director of Sales & Marketing, HR Director

Key Information Needs
  1. Financial Performance Revenue reports, profit & loss statements, budget vs. actual spending.
  2. Market Trends Competitor analysis, industry benchmarks, occupancy rates, ADR (Average Daily Rate), RevPAR (Revenue Per Available Room).
  3. Guest Feedback Online reviews, survey results, complaint trends.
  4. Strategic Plans Longterm business goals, expansion opportunities, investment decisions.
  5. HR & Workforce Data Employee turnover rates, training needs, labor cost analysis.
  6. Legal & Compliance Regulatory updates, safety audits, licensing requirements.

Middle Level Management (Tactical Level) employees are concerned with short-term tactical plans. They need information to make short-term plans, to solve basic frequently occurring problems.

Roles Front Office Manager, F&B Manager, Housekeeping Manager, Sales Manager, Banquet Manager, Revenue Manager

Key Information Needs
  1. Departmental Performance Daily occupancy reports, room status, restaurant covers, banquet bookings.
  2. Staff Scheduling Rota planning, shift changes, overtime tracking.
  3. Inventory & Supplies Stock levels (linens, F&B items, cleaning supplies), procurement needs.
  4. Guest Preferences VIP guest history, special requests, loyalty program data.
  5. Sales & Marketing Data Corporate client contracts, event bookings, promotional campaign results.
  6. Operational Issues Maintenance requests, staff conflicts, service delays.

Supervisory Level Management (Operational Level) employees need information to ease and help works of line level employees.

Roles Front Desk Supervisor, Housekeeping Supervisor, Restaurant Supervisor, Night Manager

Key Information Needs
  1. Daily Task Lists Room assignments, checkin/checkout schedules, cleaning schedules.
  2. Staff Attendance & Performance Late arrivals, absenteeism, training gaps.
  3. Guest Requests & Complaints Real time issues (e.g., room changes, maintenance problems).
  4. Safety & Security Alerts Incident reports, suspicious activities, emergency protocols.
  5. Shift Handover Notes Pending tasks from previous shifts.

Line Level Employees (Non-Management Staff) staffs need information to ease their daily tasks and activities.

Roles Receptionists, Housekeepers, Waiters, Chefs, Maintenance Staff

Key Information Needs
  1. Job Instructions Room cleaning checklists, checkin procedures, order tickets.
  2. Guest Specific Info Special requests (e.g., allergies, late checkout).
  3. Safety Protocols Emergency exits, hazard handling (e.g., spills, broken equipment).
  4. Team Communication Updates from supervisors (e.g., room status changes, VIP arrivals).