Hotel Manager in Manchester

Job Purpose:

The Hotel Manager is responsible for the day-to-day operation of the hotel, ensuring exceptional guest experiences, strong financial performance, and full compliance with company policies, brand standards, and statutory requirements. The role provides leadership to all hotel departments, driving team engagement, operational excellence, and commercial success.

This is a highly visible, hands-on operational leadership role. You will shape the success of the hotel by driving exceptional operating standards, robust financial performance and a culture of continuous improvement and growth.

A central part of the role is talent development. You will coach and develop your leaders and their teams, strengthen succession pipelines and create an engaged, accountable workforce that consistently delivers for guests, colleagues and the business.

Key Measures of Success:

• EBITDA: Profitable performance and delivery against agreed financial plans
• Guest satisfaction: Consistent achievement and improvement of guest experience targets
• People scores: Strong engagement, development and retention outcomes in line with People BSC Targets
• Audit compliance: Timely, sustained compliance with company, brand and regulatory requirements

Key Responsibilities:

Operational Management:

• Oversee the daily operations of all hotel departments, including Front Office/Guest Services, Housekeeping and Maintenance.
• Ensure the hotel consistently delivers outstanding guest service and achieves guest satisfaction targets.
• Maintain brand standards and ensure the hotel remains guest-ready at all times.
• Manage hotel resources effectively to maximise efficiency and profitability.
• Monitor operational performance and implement improvements where necessary.

People Management & Leadership:

• Promote & cultivate a positive and inclusive working culture that encourages engagement, accountability, and teamwork.
• Embody and promote our company values to foster a positive, diverse & inclusive workplace where every team member feels heard and valued, and where they are also able to bring their whole authentic selves to the workplace.
• Support in building and mentoring a high-calibre team who embodies a commitment to high-performance and operates with strong commercial focus, consultative mindset and a high sense of urgency. Set goals, drive development, and foster a culture of performance and accountability.
• Provide inspiring, practical and accountable leadership to your hotel team.
• Promote wellbeing, resilience, and adaptability within your Team to drive sustainable results in a dynamic market environment.
• Recognize contributions and celebrate successes to foster a culture of appreciation and high achievement.
• Recruit, train, coach, and develop team members and departmental managers.
• Oversee Talent Acquisition across your hotel to ensure we attract, select, and retain the very best talent, with a focus on skills, behaviours, and cultural fit.
• Mentor and develop leaders to build confidence, capability and readiness for wider responsibility.
• Create and maintain succession plans for key roles. Introduce training plans and ensure teams have the skills and resources required to perform effectively.
• Encourage the use of internal and external development tools by both managers and colleagues.
• Conduct regular performance reviews and support succession planning. Ensure this is completed throughout the hotel by your leaders for their teams.
• Manage employee relations matters in line with company policies and employment legislation.
• Ensure compliance with all training requirements.

Guest Experience:

• Foster a culture of exceptional guest experience, where every guest is made to feel special, where their experience is celebrated by them thus creating a future brand ambassador.
• Lead by example in delivering exceptional guest service.
• Handle guest feedback, complaints, and service recovery effectively.
• Ensure your team are able to manage service recovery confidently and effectively.
• Monitor guest satisfaction scores and implement action plans to drive continuous improvement.
• Build strong relationships with regular guests and corporate clients.

Financial Management:

• Support the preparation and management of hotel budgets and forecasts.
• Monitor departmental costs and ensure expenditure remains within budget.
• Drive revenue growth through effective yield management and commercial initiatives.
• Analyse financial performance, identifying opportunities to improve profitability.
• Ensure accurate payroll management and labour cost control.
• Review monthly financial reporting, including P&L performance, and ensure clear actions are in place to address variances.
• Review & monitor daily, weekly and monthly property reporting, and ensure clear actions are in place to address variances.
• Support procurement initiatives and identify opportunities to improve value, consistency and control.
• Assist with capital expenditure planning, project timelines, delivery and post-investment follow-up.

Commercial & Sales Support:

• Work closely with sales and revenue teams to maximise occupancy and revenue opportunities.
• Support local business development initiatives and community engagement activities.
• Identify opportunities to increase market share and enhance the hotel's reputation.

Health, Safety & Compliance:

• Ensure compliance with all Health & Safety, Fire Safety, Food Safety, GDPR, and licensing requirements.
• Conduct regular audits and inspections to maintain compliance standards.
• Ensure all statutory records are completed accurately and maintained appropriately.
• Respond to emergencies and incidents in accordance with company procedures.

Key Performance Indicators (KPIs):

• Guest Satisfaction Scores
• Revenue and Profit Performance
• Labour Cost Percentage
• People BSC Results for example; Employee Engagement and Retention
• Brand Audit Scores
• Health & Safety Compliance
• Quality Assurance Results

Knowledge, Skills & Experience:

Essential:

• Previous hotel management experience in a branded or independent hotel environment.
• Exceptional leadership skills and a genuine passion for developing and mentoring managers and teams.
• Effective communication, coaching and influencing skills, with the ability to secure commitment at all levels.
• Strong planning, prioritisation and project management skills.
• Excellent customer service and problem-solving abilities.
• Demonstrable success in improving profitability, operational standards and guest satisfaction.
• Strong understanding of hotel P&L, EBITDA, budgeting, forecasting, labour productivity and cost control.
• A high level of commercial awareness, including revenue, pricing, sales and market performance.
• Ability to translate business objectives into workable property‑level solutions.
• Experience of audits, compliance management, projects, refurbishments or capital investment activity.
• Excellent interpersonal, analytical, problem-solving and decision‑making capability.
• Ability to identify problems, gather data, establish facts and draw valid recommendations, conclusions and solutions.
• A detail-oriented approach that keeps focus on key performance objectives without losing sight of the wider strategy.
• Good understanding of employment legislation and health & safety requirements.
• Proficiency in hotel management systems and Microsoft Office.

Desirable:

• Degree, Diploma, or professional qualification in Hospitality Management or a related field.
• Multi-departmental management experience.
• Experience within a branded hotel environment.

Personal Attributes:

• Guest-focused and commercially minded.
• Passionate about developing people and creating high-performing teams.
• Able to work under pressure and adapt to changing priorities.
• Positive, professional, and resilient.
• Strong decisionmaker with excellent attention to detail.
• Accountable, resilient and calm under pressure.
• Hands-on, visible and willing to step into operational detail when the business requires it.
• Proactive, adaptable and comfortable balancing competing priorities
• Highly focused, motivated and professional in conduct and presentation.
• A collaborative team player who can also work independently and make timely decisions.
• Commercially astute, curious and committed to continuous improvement.
• Fair, inclusive and consistent in leadership approach.
• Ready to support wherever needed while maintaining clear standards and accountability.

Why work for us:

We offer market-appropriate salary plus access to our extensive benefits package, which includes:

• Exclusive access to the employee recognition & reward scheme - Heeton Rewards
• Service-based annual leave (increasing up to a maximum of 5 extra days)
• Private Medical & Dental Scheme
• Contributory pension scheme of up to 5% with service
• Employee Assistance Programme,Life Assurance and Income Protection Schemes
• Employee & Friends/Family discounted rates at Heeton-operated hotels
• Referral scheme
• Numerous voluntary benefits, including buy holiday scheme, Cycle to Work, Health Cash Plan and many more
• Heeton is an expanding company which offers excellent career, training and development opportunities
• Fantastic career potential with one of the UK's fast-growing hotel operators

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process

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