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Job Descrption

Hotel Manager Job Description (Marrable’s Hotel and Zetter Clerkenwell)

Position Title: Hotel Manager

Salary: £45,100 PA + KPI driven Bonus Scheme

Reports to: Managing Director | Area General Manager – The Zetter Group | Direct reports: property level HODs or Central Office – department heads – dotted line to Hotel Manager.

Position Overview:

The Hotel Manager is responsible for overseeing the daily operations of the Marrable’s Hotel and Zetter Clerkenwell boutique hotel, ensuring exceptional guest experiences, and achieving business objectives. The role requires a hands-on approach to managing all aspects of the hotel, including team management, guest satisfaction, financial performance, and adherence to company standards and policies. The Hotel Manager will report directly to the Managing Director | Area General Manager and collaborate closely with Central office and department heads to drive performance and innovation. Hotel Manager’s role is as well to supporting and... executing sales & marketing strategies.

Key Responsibilities:

Leadership and Operations:
• Serves as a role model for the property levels HODs, managers and team members, demonstrating the brand’s values and standards in all actions and decisions.
• Team engagement and morale. Organise and participate in team-building activities that strengthen relationships between HOD's and team members, fostering a collaborative and supportive work environment.
• Keep an eye on departmental performance through regular check-ins with HODs, offering feedback and suggestions for improvement.
• Oversee all daily hotel operations to ensure smooth and efficient functioning.
• Implement and monitor operational procedures, policies, and standards.
• Ensure the hotel complies with health and safety regulations and industry standards.
• Ensure that daily operations at the hotel are conducted in line with brand standards, covering everything from guest interactions to housekeeping and food & beverage services.

Guest Services:
• Maintain high standards of customer service and guest satisfaction.
• Handle guest inquiries, complaints, and feedback, ensuring swift resolution and continuous improvement.
• Develop and implement strategies to enhance the guest experience.

Team Management/People:
• Provide regular coaching and mentoring to direct reports, setting clear goals and providing constructive feedback to ensure continuous improvement.
• Conduct regular performance reviews, provide feedback, and address any performance issues.
• Foster a positive work environment and culture of teamwork.
• Recruit, train, and develop hotel staff, ensuring a high level of competence and motivation.
• Although HM has dotted line to the Group Head HODs, HM must build strong relationships and influence decisions through collaboration and mutual respect.
• Team Leadership and Development. Serve as a role model, demonstrating the hotel's values and standards in all actions and decisions.
• Financial Management:
• Manage the hotel's budget, including controlling costs and maximising revenue. Conduct detailed analysis of the hotel’s P&L statements, identifying trends, variances, and areas for improvement. Provide insights and recommendations based on this analysis.
• Analyse financial performance with Group Director of Finance and prepare reports for the Managing Director | Area General Manager.

Sales and Marketing, Brand:
• Collaborate with the Revenue Management team to optimize room rates, occupancy levels, and revenue per available room (RevPAR). Implement strategies to maximise ancillary revenues, such as food and beverage, events, and other services.
• Work closely with the Sales and Marketing team to optimise pricing strategies, including dynamic pricing, to maximise revenue and occupancy.
• Drive room sales by actively participating in the creation and execution of sales initiatives, including promotions, packages, and special events. Support sales calls when needed.
• Monitor market trends, competitor activities, and guest preferences to inform business decisions.
• Enhance the hotel's brand presence through targeted marketing and partnerships.
• Participate in weekly commercial meetings, providing input on strategies and tactics to enhance the hotel’s market position.
• Support the Sales and Marketing team in managing the hotel’s online presence, including its website, social media channels, and third-party booking platforms.
• Ensure that new hires are thoroughly introduced to the brand’s values and standards during their onboarding process.

Quality Assurance:
• Ensure the hotel maintains high standards in terms of cleanliness, maintenance, and overall presentation.
• Ensure that all hotel operations adhere to established quality standards, including service delivery, cleanliness, maintenance, and guest interaction.
• Regularly review guest feedback, both directly (through surveys and comment cards) and indirectly (online reviews), to gauge satisfaction levels and identify areas for improvement.
• Provide ongoing training for staff on quality assurance practices, ensuring they understand the importance of maintaining high standards in their daily tasks.

Strategic Planning:
• Work closely with the Managing Director | Area General Manager to develop long-term strategies for hotel growth and development.
• Identify opportunities for innovation and improvement in operations and guest services.
• Participate in meetings, contributing insights and recommendations.

Compliance:
• Ensure compliance with all local regulations, including licensing, health and safety, and employment laws.
• Manage and maintain relationships with external stakeholders, including suppliers, contractors, and regulatory bodies.

Stakeholder relations:
• Align the hotel’s operations with the goals and expectations of ownership and investors, ensuring that their interests are reflected in decision-making processes.
• Build and maintain positive relationships with the local community by participating in local events, supporting community initiatives, and ensuring the hotel’s operations positively impact the surrounding area.

Qualifications:
• Proven experience as a Hotel Manager (min 2 years) or similar role in a boutique or luxury hotel setting.
• Strong leadership and organizational skills.
• Excellent communication and interpersonal abilities.
• Financial acumen and experience managing budgets.
• A customer-focused mindset with a passion for delivering high-quality service.
• Knowledge of hotel management software and systems.
• Ability to work under pressure and adapt to a fast-paced environment.

Additional Requirements:
• Flexibility to work irregular hours, including weekends and public holidays.
• Knowledge of the London hotel market is a must.
• Professional certifications in hotel management or related fields are desirable

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