The Hospitality Manager is responsible for delivering a customer centric experience whilst ensuring that guests needs are fully integrated and supported. Overseeing and effectively managing all areas of the hotel that is guest impacting to include; food and beverage services, housekeeping, activities/events and reception. The Hospitality Manager will be actively involved in seeking guest feedback whilst proactively seeking ways to enhance the service and as such will deal with first stage complaints in the hotel.
The role will take responsibility for maintaining and monitoring compliance with the relevant regulator and external stakeholders., Daily duties
Ensure that effective working practices to deliver high standards of service are adopted within all areas of hospitality including activities/events, housekeeping, food and beverage services and reception
Maintain high standards of cleanliness and aesthetics throughout the hotel
Follow the Standard Operating Procedures to consistently deliver brand standards throughout the hotel
Ensure that all work is planned, prioritised and delegated effectively to accommodate the resource and skill base of the team
Link the operational day to day management of the hotel
Lead by example by demonstrating what good looks like to ensure that your team have clear expectations of their role
Exceed customer expectations by closely monitoring service levels within the hotel that are delivered by your team
Manage resident expectations by effectively communicating via forums and entering into daily conversations with residents regarding the hospitality service levels at the hotel
Quality assurance
Participate in all areas of the dining experience ensuring that a premium catering service is provided
Spot check sufficient bedrooms and communal areas on a daily basis to satisfy that robust housekeeping standards have been adopted
Undertake all relevant audits, monitoring and governance in your associated areas of work
Review outcomes of all audits to identify trends and themes providing timely and relevant feedback
Manage resolution of complaints and issues with residents, staff and external stakeholders in line with policy
Report and investigate any accidents/incidents as applicable
Stakeholder Management
Form part of the duty management rota and be an ambassador of the hotel taking collectively accountability for the overall service
Build relationship with local business and relevant members of the community, championing an excellent person-centred customer experience for all
Effectively manage third party service level agreements within the home
People Management
Ensure that rota planning within your remit is appropriate (within budget), fair and effective to achieve high service levels
Provide and create learning and career development opportunities
Co-ordinate annual leave management
Own the continued competence / compliance for immediate direct reports and extended teams
Ensure that your team have sufficient forums to discuss their role and ways of working, plan and execute regular supervisions and appraisals. Listen and act of team's feedback
Business Planning
Coordinate the day to day delivery of hotel improvement projects as defined within the hotels improvement plan
Manage associated costs within the assigned budgets
Identify commercial opportunities within your department and adopt efficient ways of working as best practice
Keep up to-date with trends in hotels and hospitality, understanding the impact on customers
Health and Safety
The post-holder will maintain their personal responsibilities under Health and Safety at Work Regulations, and compliance with the company Health and Safety Policy, ensuring safe working practices and the recommended storage of equipment, including but not exclusive to:
Control of Substances Hazardous to Health, Electricity at Work, Lift & Lifting Equipment, Manual/Object Handling, Gas Installation & Use, Provision and Use of Work Equipment, Fire Precautions, Personal Protective Equipment, Legionella/Water Treatment, Waste Management, Reporting of Injuries, Diseases & Dangerous Occurrences Regulations.