Hotel manager

Your role:

To support, lead and motivate the team to meet sales, profit and compliance targets. To run shifts and, working unsupervised, to achieve the following on a day-to-day basis:

• excellent customer service
• welcome guests to the hotel and fulfil any reasonable requests to ensure their satisfaction.
• maintaining a clean, safe and legal workplace
• adhering to Wetherspoon’s standard operating procedures (SOPs) and company policies

Essential requirements:

The essential requirements you’ll need to start:

• Be aged 18 years or over.
• Have a proof of right to work in the place where you will be based (UK or ROI).
• Have a bank account in your own name in the place where you will be based (UK or ROI).
• Be able to converse in English and to understand the language to complete training and other duties associated with your job role.
• Have a fixed place of residence within reasonable travelling distance of your place of work.
• Basic computer literacy.

About you:

• Demonstrate leadership qualities.
• Have the ability to manage time and prioritise tasks, to ensure that each shift runs smoothly and efficiently.
• Know how and when to delegate tasks and how to feed back positively to the person completing the task (identifying any areas for improvement, if necessary).
• Demonstrate passion and enthusiasm in your role and show commitment to your colleagues and your pub
• Have a strong work ethic and be self-motivated
• Have a friendly nature and good communications skills.
• Be honest, trustworthy and respectful.
• Remain calm when working in a fast-paced environment.
• Adhere to Wetherspoon’s kitchen uniform and appearance standards.
• Receive regular feedback from the management team and achieve any actions agreed on.

A day in the life:

To oversee and guide the operation, leading by example, demonstrating how to complete tasks, motivating and coaching the team to:

• achieve the company mission statement: ‘To have by far the best CQSMA standards in the pub world, to be the best company to work for and, by doing these things, to be the most profitable.
• deliver consistently high standards of cleanliness, quality, service, maintenance and atmosphere (CQSMA), proactively managing results which fall below expectations.
• ensure that opening and closing procedures are adhered to.
• adopt a stand back and look (SBAL) approach to ensure that all areas are correctly presented throughout the day. Ensure all POS meets the current guidelines.
• be welcoming to customers; maintain high levels of customer management on every shift.
• manage check-ins, check-outs and aftercare.
• be aware of, and knowledgeable about, all promotions, events and new products in your pub, sharing your knowledge with the team to ensure that it has the latest information.
• respond to any customer feedback in a positive and helpful manner, seeking support, if required – reviewing all customer feedback with the management team and identifying/actioning any training needs.

In addition, to:

• conduct regular security checks, including fire safety checks, reporting any issues.
• be responsible for evacuation in case of emergency. Liaise with the team, the guests and the emergency services.
• check all bedrooms’ / conference room and all other associated areas within your responsibility are cleaned and maintained within guidelines.
• take pride in maintaining the highest standards of cleanliness by adopting our clean-as-you-go philosophy for all areas. Ensure that all areas are cleaned and maintained in accordance with guidelines throughout the day. Ensure the team action any points raised in a timely manner.
• work with housekeeping, reception and night shift leaders (including working overnight) on a regular basis.
•  Manage and maintain the administration of all reservations, cancellations and no-shows in line with company policy
•  maintain office administration, in line with company policies and general data protection regulations (GDPR), including use of duty manager log books, CCTV, keys, safe and storage of paperwork.
• take responsibility in achieving all financial targets set by taking proactive steps to build sales and control costs
• work with the pub manager to:
  • forecast sales, occupancy levels and associated costs.
  • review and manage all aspects of the profit and loss account.
  • maximise sales opportunities, amending room rates where applicable.
• know your competitors and their current pricing/activities.
• know your customer base (local businesses, students, shoppers).
• manage stock holdings and minimise shrinkage:
  • monitor correct usage and dispensing of products.
  • maintain appropriate order levels and receive deliveries ensuring full availability of products at all times.
  • investigate and report any anomalies as required.
• complete manager’s own stock (MOS), analyse and communicate results, introduce and manage any actions required for improvement.
• assist in achieving all people-related targets:
  • manage and maintain all aspects of the associate promise.
  • identify recruitment needs, search and selection activities and the appointment of staff, in line with the company’s recruitment procedures. Ensure all paperwork (including Proof of Right to Work documentation) is certified, copied and filed in line with UK Home Office or Irish National Immigration Service (dependant on where your pub is based) and company policies.
  • conduct new employee inductions.
  • hold probation and training review meetings; ensure that all training is completed to the required standard and within the set time frames. Agree actions for improvement, development and progression to support a strong succession plan in the hotel.
  • manage all formal meetings with the hotel team eg attendance review meetings and disciplinaries. Respond promptly and appropriately to any staff concerns or grievances.
  • effectively and proactively manage the day to day performance and attendance of the team as required.
  • manage accurate rota development in line with sales and hours forecasts. Ensure all rotas are issued in line with the associate promise. Be reactive with hours in line with weekly sales.
• monitor and manage all maintenance issues and manage maintenance contractors.
• read the weekly management action pack, associated documents and all operational and marketing briefs to remain up to date with all the latest information. Any points noted should be actioned.
• carry out any reasonable task as requested by the management team to meet the needs of the business.