Job roles
Hotel manager
Job description
To manage his/her team in order to provide the brochure promise to each customer, whilst maintaining a successful, profitable Club Hotel.
Key accountabilities & responsibilities
Team Management
Train and develop staff to maximise performance, aid retention and reduce turnover.
Accountable for the delivery of the performance management process in line with Company procedures.
Lead and inspire individuals to develop a highly motivated, committed team.
Ensure team receive, understand & adhere to all company policies & procedures.
Co-ordinate workload of staff within the hotel including rotas etc.
Commercial/Financial Management
Manage overseas overhead budget following Resort Hotel Manager guidance.
Accountable for hotel weekly accounts and all company paperwork as per company & audit procedures.
Work within the company set budgets relating to food, linen and cleaning costs to provide the standard of service required.
Control the cash handling within the hotel to ensure all relevant departments are aware of their responsibilities and cash/credit card payments are recorded accurately.
Ensure a weekly banking takes place and is accounted for in line with company procedure.
Ensure the security of monies held in the property and ensure the security of the hotel safe by limiting the access.
Control all stocks within the hotel and ensure stock takes are completed accurately and on time each week for accounting purposes.
Develop all aspects of incremental sales within the hotel, implementing new initiatives to meet and exceed targets.
Develop the lunch time trade within the hotel, promoting new ideas in order to maximise on sales opportunities.
Quality Assurance/Customer Service
Manage all aspects of the customer service within the hotel in order to anticipate and exceed customer expectations.
Develop product knowledge to ensure accurate delivery of service.
Monitor, analyse and provide feedback to all departments regarding complaints, CSQ's, and all other customer feedback in order to identify trends and take pro-active actions.
Resolution of customer complaints within the hotel.
Ensure in resort compensation guidelines are followed in conjunction with the Resort Manager/Resort Hotel Manager.
Ensure all Health and Safety procedures are implemented according to Company standards.
Communication
Keep Resort Hotel Manager and all staff informed on all relevant business issues & updates using varied methods of communication.
Provide detailed and accurate reports as required by Resort Hotel Manager and Hotels General Manager.
Escalate or communicate to Resort Hotel Manager all issues deemed fit or which cannot be resolved locally, or, which will have high customer/financial impact.
Hold staff and management meetings on a weekly basis to review & improve performance, communicate minutes & actions to Resort Hotel Manager.
Supplier Management
Carry out all supplier communication activity in line with company procedure (Local authorities, Government bodies etc.).
Ensure suppliers have a full understanding of all product and service specifications in order to ensure effective delivery.
Complete orders in line with company procedures to ensure correct stock levels are maintained.
Change Management
Review services offered & obtain feedback from internal & external customers on an ongoing basis and contribute ideas for continued development.
Incident Management
Manage all incidents in line with company procedures.
Ensure all staff are adequately trained in local procedures.
Anticipate potential problems/situations and act accordingly to create solutions.
React in line with company procedure to any unexpected situations.
Train and develop staff to maximise performance, aid retention and reduce turnover.
Accountable for the delivery of the performance management process in line with Company procedures.
Lead and inspire individuals to develop a highly motivated, committed team.
Ensure team receive, understand & adhere to all company policies & procedures.
Co-ordinate workload of staff within the hotel including rotas etc.
Commercial/Financial Management
Manage overseas overhead budget following Resort Hotel Manager guidance.
Accountable for hotel weekly accounts and all company paperwork as per company & audit procedures.
Work within the company set budgets relating to food, linen and cleaning costs to provide the standard of service required.
Control the cash handling within the hotel to ensure all relevant departments are aware of their responsibilities and cash/credit card payments are recorded accurately.
Ensure a weekly banking takes place and is accounted for in line with company procedure.
Ensure the security of monies held in the property and ensure the security of the hotel safe by limiting the access.
Control all stocks within the hotel and ensure stock takes are completed accurately and on time each week for accounting purposes.
Develop all aspects of incremental sales within the hotel, implementing new initiatives to meet and exceed targets.
Develop the lunch time trade within the hotel, promoting new ideas in order to maximise on sales opportunities.
Quality Assurance/Customer Service
Manage all aspects of the customer service within the hotel in order to anticipate and exceed customer expectations.
Develop product knowledge to ensure accurate delivery of service.
Monitor, analyse and provide feedback to all departments regarding complaints, CSQ's, and all other customer feedback in order to identify trends and take pro-active actions.
Resolution of customer complaints within the hotel.
Ensure in resort compensation guidelines are followed in conjunction with the Resort Manager/Resort Hotel Manager.
Ensure all Health and Safety procedures are implemented according to Company standards.
Communication
Keep Resort Hotel Manager and all staff informed on all relevant business issues & updates using varied methods of communication.
Provide detailed and accurate reports as required by Resort Hotel Manager and Hotels General Manager.
Escalate or communicate to Resort Hotel Manager all issues deemed fit or which cannot be resolved locally, or, which will have high customer/financial impact.
Hold staff and management meetings on a weekly basis to review & improve performance, communicate minutes & actions to Resort Hotel Manager.
Supplier Management
Carry out all supplier communication activity in line with company procedure (Local authorities, Government bodies etc.).
Ensure suppliers have a full understanding of all product and service specifications in order to ensure effective delivery.
Complete orders in line with company procedures to ensure correct stock levels are maintained.
Change Management
Review services offered & obtain feedback from internal & external customers on an ongoing basis and contribute ideas for continued development.
Incident Management
Manage all incidents in line with company procedures.
Ensure all staff are adequately trained in local procedures.
Anticipate potential problems/situations and act accordingly to create solutions.
React in line with company procedure to any unexpected situations.
Key relationships (internal & external contacts)
Area Hotel Manager: Consultation, KPI review, agreeing objectives, skills management and personal development, sharing best practice, placements, training, support.
HR: Performance Management, recruitment, training, disciplinary procedures, payroll.
Payroll: Ensure all contract changes/staff amendments are actioned and communicated accurately and efficiently.
Resort Teams: Liaise with Resort Manager and Chalet Manager to ensure smooth working relationships between all departments.
Accounts Team: Managing & reporting weekly performance of hotel.
Customer Services/Quality Assurance: Responding to customer complaints/queries.
Reservations: Room allocations, customer requests, queries etc.
Suppliers: Quality and product specifications. Ordering and delivery of products.
Local Authorities: In resort profile, resort infrastructure, resort products and services, promotions.
HR: Performance Management, recruitment, training, disciplinary procedures, payroll.
Payroll: Ensure all contract changes/staff amendments are actioned and communicated accurately and efficiently.
Resort Teams: Liaise with Resort Manager and Chalet Manager to ensure smooth working relationships between all departments.
Accounts Team: Managing & reporting weekly performance of hotel.
Customer Services/Quality Assurance: Responding to customer complaints/queries.
Reservations: Room allocations, customer requests, queries etc.
Suppliers: Quality and product specifications. Ordering and delivery of products.
Local Authorities: In resort profile, resort infrastructure, resort products and services, promotions.
Key skills, knowledge, experience and competencies
Good knowledge of the company processes/procedures.
Knowledge of hotel environment.
Knowledge of the Tourism industry.
Experience in a hotel management role.
Knowledge and understanding of sales strategies & business development.
Customer Focus.
Communication Skills.
Accountability.
Making decisions.
Flexible and adaptable.
Attention to detail.
Motivated to succeed.
Organisational skills.
Any additional relevant information
Some small hotels only have 1 manager and no supervisory team. These hotels require a 'hands-on' manager who can work well on their own initiative, whilst still motivating the team to deliver service standards.
Knowledge of hotel environment.
Knowledge of the Tourism industry.
Experience in a hotel management role.
Knowledge and understanding of sales strategies & business development.
Customer Focus.
Communication Skills.
Accountability.
Making decisions.
Flexible and adaptable.
Attention to detail.
Motivated to succeed.
Organisational skills.
Any additional relevant information
Some small hotels only have 1 manager and no supervisory team. These hotels require a 'hands-on' manager who can work well on their own initiative, whilst still motivating the team to deliver service standards.
4 Key technical skills (assessment criteria)
Technical Skills 1: Using initiative to develop incremental sales & increase profitability.
Technical Skills 2: Working in line with company budgets to achieve set targets.
Technical Skills 3: Staff management and development.
Technical Skills 4: Appropriate IT and language skills.
Technical Skills 2: Working in line with company budgets to achieve set targets.
Technical Skills 3: Staff management and development.
Technical Skills 4: Appropriate IT and language skills.
