Hospitality Manager

Roles and Responsibilities

As a Manager, you’ll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

• Develop new skills outside of comfort zone.
• Act to resolve issues which prevent the team working effectively.
• Coach others, recognise their strengths, and encourage them to take ownership of their personal development.
• Analyse complex ideas or proposals and build a range of meaningful recommendations.
• Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.
• Address sub-standard work or work that does not meet firm’s/client’s expectations.
• Use data and insights to inform conclusions and support decision-making.
• Develop a point of view on key global trends, and how they impact clients.
• Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.
• Simplify complex messages, highlighting and summarising key points.
• Uphold the firm’s code of ethics and business conduct.

Desired Candidate Profile

A Hospitality Manager is responsible for overseeing the day-to-day operations of a hospitality establishment such as a hotel, resort, restaurant, or event venue. They ensure that guests have a pleasant and memorable experience while also managing the staff, budgets, services, and facilities of the establishment. This role combines leadership, customer service, financial management, and operational efficiency to ensure the business runs smoothly and profitably.

Key Skills for a Hospitality Manager

1. Customer Service Excellence
   • Guest Relations: Ensuring that guests receive the highest level of service, addressing concerns and complaints swiftly, and creating positive, lasting impressions.
   • Conflict Resolution: Handling guest complaints or service issues professionally and diplomatically to turn negative experiences into positive ones.
   • Attention to Detail: Being proactive in anticipating guest needs and ensuring that every detail of their experience is tailored to exceed expectations.
2. Leadership & Team Management
   • Staff Management: Leading, training, and motivating a team of employees, including front desk staff, housekeeping, catering, and other departments.
   • Recruitment & Training: Hiring new staff, providing training to ensure high service standards, and creating development opportunities for team members.
   • Scheduling & Delegation: Managing shifts and staff schedules, ensuring adequate coverage for each department, and delegating tasks effectively to meet operational needs.
3. Operational Management
   • Resource Allocation: Ensuring that the hotel or restaurant has sufficient resources, including food, beverages, amenities, and housekeeping supplies.
   • Inventory Control: Monitoring and managing inventory levels of products, linens, toiletries, and food and beverage supplies.
   • Facility Maintenance: Ensuring that the physical condition of the property is maintained, including overseeing regular cleaning, repairs, and upgrades.
   • Health and Safety Compliance: Adhering to local health, safety, and sanitation regulations to ensure the well-being of guests and staff.
4. Financial Management
   • Budgeting: Developing and managing operational budgets, ensuring that costs are controlled, and identifying areas for cost savings without compromising service quality.
   • Revenue Management: Overseeing pricing strategies, promotions, and discount structures to maximize occupancy rates and overall revenue.
   • Cost Control: Managing expenses effectively, including staffing, supplies, and utilities, to maintain profitability.
   • Financial Reporting: Analyzing profit and loss statements, forecasting revenue, and preparing reports for senior management or ownership.
5. Marketing & Sales
   • Promotions & Packages: Developing special packages or promotions to attract guests during low seasons or for special events.
   • Online Presence: Managing online reviews, social media, and marketing campaigns to enhance the establishment’s visibility and reputation.
   • Sales & Business Development: Identifying opportunities to increase business, whether through partnerships, events, or local tourism initiatives.
   • Customer Feedback: Gathering and analyzing guest feedback to identify areas for improvement and make necessary changes.
6. Technology & Systems Knowledge
   • Property Management Systems (PMS): Proficiency in using hotel management software (e.g., Opera , Micros , RoomRaccoon ) to manage bookings, check-ins/outs, and reservations.
   • Point of Sale (POS) Systems: Familiarity with POS systems used in restaurants or bars to track sales, orders, and payments.
   • Data Analysis: Utilizing technology to track performance metrics, customer satisfaction, and financial reports to inform decision-making.
7. Cultural Awareness & Adaptability
   • Cultural Sensitivity: Ability to interact with guests from diverse backgrounds and understand their cultural preferences, ensuring all guests feel respected and valued.
   • Flexibility: Adapting to unexpected challenges, such as high guest traffic, staffing shortages, or special guest requests, and ensuring operations continue smoothly.

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