The Hotel Hospitality Manager is responsible for overseeing all operational aspects of hospitality services across designated facilities, in alignment with company standards. This includes ensuring financial performance, guest satisfaction, brand integrity, and staff development within defined quality benchmarks. The role includes planning, organizing, and directing operations such as front-of-house services, food and beverage, accommodation, guest experience, and facility maintenance.

Key Job Aims:

1. Foster a professional environment that supports team development and growth.
2. Champion excellence in guest service and customer satisfaction.
3. Drive initiatives that support revenue generation and profitability.
4. Ensure all activities align with the organization’s brand standards and business objectives.
5. Optimize the efficiency and cost-effectiveness of all hospitality departments.
6. Maintain high standards of cleanliness, comfort, and presentation in all guest areas.
7. Oversee food and beverage quality, service consistency, and innovation.
8. Promote energy efficiency and sustainability practices.

Accountabilities

Operational Oversight

• Maximize revenue and profit across all hospitality services and customer segments.
• Lead departmental heads to meet operational goals and service benchmarks.
• Collaborate with Revenue and Sales teams to optimize pricing, occupancy, and spend per guest.
• Assist in budget development, cost control, and financial forecasting.
• Monitor guest satisfaction systems and implement improvement plans based on feedback.
• Coordinate the execution of promotions, seasonal campaigns, and event packages.
• Ensure adherence to all company policies and operating procedures.
• Uphold brand identity across all guest touchpoints and facilities.
• Supervise food and beverage service operations, ensuring compliance with quality and service standards.
• Collaborate with HR to drive staff engagement, training, and performance management.
• Manage a team of Duty Managers and department leaders; ensure consistent leadership coverage.
• Support compliance with safety regulations, emergency preparedness, and guest security protocols.
• Oversee property upkeep, supplier coordination, and capital improvement projects.
• Ensure full compliance with licensing, health and safety, and employment law.

Planning & Organizing

• Maintain and regularly update SOPs for all departments; ensure consistent compliance.
• Support learning and development initiatives through structured training programs.
• Design and execute promotional strategies targeting various guest segments.
• Conduct regular team and leadership meetings to ensure alignment and follow-through.
• Analyse trends and market dynamics affecting the broader hospitality sector.
• Contribute to strategic planning and annual budgeting with the Director of Operations.
• Monitor and manage key cost drivers including labour, food, beverage, and utilities.
• Maintain facility standards, signage, and equipment in safe and presentable condition.

General Expectations

• Engage positively with guests, clients, and staff, upholding a professional image.
• Remain knowledgeable of all organizational policies and procedures.
• Maintain a polished appearance in accordance with company standards.
• Encourage innovation to improve guest satisfaction and business outcomes.
• Represent and protect the company’s brand in all communications and engagements.
• Effectively manage and resolve conflicts where necessary.
  

The Hotel Hospitality Manager is responsible for overseeing all operational aspects of hospitality services across designated facilities, in alignment with company standards. This includes ensuring financial performance, guest satisfaction, brand integrity, and staff development within defined quality benchmarks. The role includes planning, organizing, and directing operations such as front-of-house services, food and beverage, accommodation, guest experience, and facility maintenance.

Key Job Aims:

1. Foster a professional environment that supports team development and growth.
2. Champion excellence in guest service and customer satisfaction.
3. Drive initiatives that support revenue generation and profitability.
4. Ensure all activities align with the organization’s brand standards and business objectives.
5. Optimize the efficiency and cost-effectiveness of all hospitality departments.
6. Maintain high standards of cleanliness, comfort, and presentation in all guest areas.
7. Oversee food and beverage quality, service consistency, and innovation.
8. Promote energy efficiency and sustainability practices.

Accountabilities

Operational Oversight

• Maximize revenue and profit across all hospitality services and customer segments.
• Lead departmental heads to meet operational goals and service benchmarks.
• Collaborate with Revenue and Sales teams to optimize pricing, occupancy, and spend per guest.
• Assist in budget development, cost control, and financial forecasting.
• Monitor guest satisfaction systems and implement improvement plans based on feedback.
• Coordinate the execution of promotions, seasonal campaigns, and event packages.
• Ensure adherence to all company policies and operating procedures.
• Uphold brand identity across all guest touchpoints and facilities.
• Supervise food and beverage service operations, ensuring compliance with quality and service standards.
• Collaborate with HR to drive staff engagement, training, and performance management.
• Manage a team of Duty Managers and department leaders; ensure consistent leadership coverage.
• Support compliance with safety regulations, emergency preparedness, and guest security protocols.
• Oversee property upkeep, supplier coordination, and capital improvement projects.
• Ensure full compliance with licensing, health and safety, and employment law.

Planning & Organizing

• Maintain and regularly update SOPs for all departments; ensure consistent compliance.
• Support learning and development initiatives through structured training programs.
• Design and execute promotional strategies targeting various guest segments.
• Conduct regular team and leadership meetings to ensure alignment and follow-through.
• Analyse trends and market dynamics affecting the broader hospitality sector.
• Contribute to strategic planning and annual budgeting with the Director of Operations.
• Monitor and manage key cost drivers including labour, food, beverage, and utilities.
• Maintain facility standards, signage, and equipment in safe and presentable condition.

General Expectations

• Engage positively with guests, clients, and staff, upholding a professional image.
• Remain knowledgeable of all organizational policies and procedures.
• Maintain a polished appearance in accordance with company standards.
• Encourage innovation to improve guest satisfaction and business outcomes.
• Represent and protect the company’s brand in all communications and engagements.
• Effectively manage and resolve conflicts where necessary.