Hospitality Manager job description

Job brief

We are seeking a dynamic, customer-centric, and service-orientated Hospitality Manager to join our team! The ideal candidate will have exceptional customer service skills, good problem-solving abilities, and adept at leading a team and delegating tasks effectively. The role's focus will be to oversee the hospitality team and collaborate with the HR department to hire and train recruits.

Responsibilities

• Oversee the overall functions of the hospitality team by inputting an effective and dynamic team.
• Manage the rota to ensure adequate cover at all times.
• Ensure the department KPIs are set and achieved by the team.
• Recruit and train new starters as required.
• Ensure that the staff is well versed in customer service and know-how to provide an excellent customer experience.
• Identify the operating standards of the hotel and ensure the hospitality team upholds and maintains those standards.
• Ensure adequate stock control and oversee the ordering and purchasing of required items.
• Monitor the performance of staff and complete monthly or quarterly performance reviews to identify excellent work and address any issues.
• Write and provide financial and performance reports for the hospitality department to hotel management and executives.
• Handle any escalated customer complaints professionally and ensure customer satisfaction.

Requirements

• Bachelor's Degree or above in Hospitality, Business Administration or other related field, or 5 years experience in a hospitality management role
• Excellent written and verbal communication skills
• Customer-focused attitude with an approachable and friendly demeanor
• Excellent telephone manner
• Good leadership abilities
• Demonstrated ability to organize your workload and the workload of others
• Good computer skills with a knowledge of Microsoft tools such as Word and Excel
• Excellent problem-solving abilities
• Good attention to detail