Job Description

Full-time

Tasks

Purpose of the role/Job summary

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.

Key Responsibilities

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

Requirements

• 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

• Oversee the recruitment and ongoing performance management of your team resulting in the appropriate skill level being allocated to meet the needs of the business
• 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\xe2\x80\x99s 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.

Appraise and assess measures used to prevent infection control hazards, taking into account the individual nursing, social, physical and psychological needs of the resident.

Follow and report all concerns and incidents in line with the company incident reporting and whistleblowing procedure, including safeguarding adult\xe2\x80\x99s procedures.