Job Description

The Hotel Manager is responsible for the financial and operational performance of the hotel. As the face of the hotel, they will develop and maintain excellent relationships with customers and guests, the local community and prospective customers and their organisation. The role holder will ensure standards are met and exceeded, staff are trained, knowledgeable and providing unwavering guest and customers services. They will ensure that the quality of facilities is maintained and any issues are addressed or escalated to the hotel owners.

Main Job Duties and Responsibilities:

Setting, owning and monitoring performance standards in terms of revenue, operational services and quality of services and facilities. Being responsible for all customer and guest satisfaction, through the provision of appropriate services and managing all income outlets through ensuring they are available for guest and customer use. Ensuring all booking procedures, event details and guest information is accurate and reflective of agreed terms with guests and customers. Ensuring the hotel and all associated facilities and procedures are safe, compliant and they meet all legislative requirements set by UK law, including all relevant licensing requirements. Being the point of escalation for guest concerns, managing these professionally and in a timely manner or delegating to staff members within their scope of authority and escalating significant concerns, complaints or issues to the hotel owners. Responsible for appropriate and recruitment, training and supervision of hotel staff and upholding all UK law and regulations in relations to employment laws. Managing the hotel budget, maximising profitability, and operating within the financial parameters set by the hotel owners. Ensuring accurate and appropriate records are maintained to enable statistical data reporting, auditing of information and providing reporting and information as required by the hotel owners and any relevant governing authorities. Producing financial forecasting reports and overviews for the owners, highlighting any areas of success or concern, and setting plans and objectives to counteract periods of business concern. Identifying maintenance issues, planning works within budgeted allowances, and reporting any significant works or expenditure requirements to the hotel owners. Proactively promoting the hotel through various channels such as (and not limited to) local and national organisations, intermediaries/agencies, third-party websites, tourism associations etc., and creating a positive profile, ensuring future business from these income channels.

Additional Requirements

To undertake any reasonable duties as request by the hotel owners or designated line manager. To be available for emergency on-call support for staff or as requested by the hotel owners.

Experience & Knowledge

Previous experience in a customer-facing, customer service environment -

Essential

Experience working in a hotel or hospitality management role -

Essential

Experience of team management and performance management -

Essential

Experience and confidence working with budgets, financial information, and achieving financial targets -

Essential

Analysis of data to review performance, support decision-making, and prepare reports/proposals -

Desirable

An understanding of marketing principles with the ability to promote the hotel and its facilities -

Desirable

Qualifications

Qualification or certification in hospitality or hotel management -

Desirable

Skills & Abilities

Excellent written and oral communication skills; confident and professional verbal manner -

Essential

Excellent IT skills, including Microsoft Office and the ability to learn hotel systems with training -

Essential

Ability to multi-task, remain calm, and work professionally under pressure -

Essential

Strong teamwork orientation, with the ability to be flexible and support colleagues across departments -

Essential

Natural problem-solver with a proactive approach to challenges -

Essential

Confident presenting information to hotel owners, customers, and potential clients -

Essential

Job Types: Full-time, Permanent

Pay: 40,000.00-60,000.00 per year

Benefits:

Employee discount On-site parking
Work Location: In person