Catering and hospitality
Hospitality manager - Front Office Management
Working across a variety of organisations focusing on ensuring excellent customer experience.
Summary
Hospitality managers work across a huge variety of organisations including bars, restaurants, cafés, conference centres, banqueting venues, hotels and contract caterers. These managers generally specialise in a particular area, however their core knowledge, skills and behaviours are aligned. Common to all managers in this role is their passion for exceeding customers’ expectations. Hospitality managers have a high level of responsibility and are accountable for fulfilling the business vision and objectives which requires excellent business, people and customer relation skills. Individuals in this role are highly motivated team leaders that combine a talent for management and specific industry skills and thrive on the customer facing nature of the role.
Knowledge, skills and behaviours (KSBs)
K1:
Understand how to use relevant operating models to help achieve the business vision and objectives of hospitality businesses and how these are used in own area of business
K2:
Understand how to manage finance and minimise costs within hospitality businesses; identify the income streams and cost centres and areas for potential waste or loss within own area of business
K3:
Know the business strategy and its key competitors and how it fits within the wider hospitality industry in which it operates
K4:
Identify the management information available in own area and understand how to use, analyse and act on it to drive business change
K5:
Understand the standard business operating procedures, the services and products and how they are managed and their potential consequences
K6:
Identify peaks and troughs in business levels and understand the factors which influence them e.g. season, weather, cultural and special occasions such as Valentine’s Day, New Years
K7:
Determine how to develop contingency plans which allow consistent levels of service in line with business standards and requirements
K8:
Understand how technology supports the delivery of products and services in hospitality businesses
K9:
Understand environmental, legislative and social responsibilities and their impact within hospitality businesses
K10:
Know how to identify potential risks to people and the business and how to plan for and minimise the impact
K11:
Understand how to create a people strategy and how to effectively manage recruitment, induction, team development and succession planning in a hospitality business to deliver it
K12:
Know and understand how to consistently communicate and engage with people and teams
K13:
Understand the responsibilities of an employer and the parameters the business works within
K14:
Determine the customer service journey and understand how to meet expectations, taking into account business requirements
K15:
Understand the impact of service failure on hospitality businesses and identify how to develop and implement successful service recovery strategies
K16:
Know how to use customer feedback as a competitive tool in the hospitality industry
K17:
Understand how to identify, support, implement and evaluate hospitality marketing, sales strategies and techniques
K18:
Understand what it means to champion the business and maintain comprehensive product / service, brand and market knowledge
K19:
Understand the management and leadership styles and skills required in a hospitality business environment
K20:
Understand how to lead the implementation of change in hospitality business and the potential impact on stakeholders
K21:
Understand the ethos of a diverse and inclusive culture that demonstrates social inclusion
K27:
Understand how to allocate and manage rooms to maximise sales opportunities for the business and meet or exceed customer expectations
K28:
Understand how to monitor the effectiveness of reception and reservation systems, identify and implement areas for improvement
Technical Educational Products
- ST0229: Hospitality manager - Front Office Management (Level 4) Approved for delivery
- HTQCH4002: FdA Hospitality Management (Level 5)
- Reference:
- OCC0229C
- Status:
Approved occupation
- Average (median) salary:
- £29,004 per year
- SOC 2020 code:
- 3557 Events managers and organisers
- SOC 2020 sub unit groups:
- 3557/04 Hospitality managers
- 4143/99 Customer service managers n.e.c.
S1:
Proactively seek and drive activities that support the achievement of the business vision and objectives, improve competitiveness, to meet financial targets
S2:
Monitor and manage income and costs, use forecasting to set realistic targets, evaluate the control of resource allocation, and prepare financial cases for improvement projects
S3:
Develop and effectively communicate own plans and strategy to management team in order to harmoniously work towards achieving business objectives
S4:
Analyse, interpret and evaluate product / service sales and / or productivity data and information and use it to make recommendations for future planning e.g. of staff and resources, ideas for new initiatives, and drive business change
S5:
Implement required operational processes and procedures in line with business standards
S6:
Monitor peaks and troughs in business levels to ensure operational plans allow service standards and resources to be maintained
S7:
Develop and implement contingency plans to ensure resources are in place to provide consistent levels of service required by the business
S8:
Maximise the use of technology and evaluate its effectiveness for achieving the desired results
S9:
Manage and continuously review adherence to legislation
S10:
Identify and manage risks through empowering the team
S11:
Carry out talent management planning in line with the people strategy, and develop a culture of continuous development, actively supporting team members to improve and grow within their roles and careers
S12:
Demonstrate effective methods of communication and leadership that achieve the desired results, providing support and coaching to team members to maximise their performance
S13:
Manage people performance and capability, and develop teams in line with operational policy and procedures and support appropriate decision making
S14:
Monitor customer satisfaction to ensure product / service is delivered according to their profile and business requirements
S15:
Develop and implement service recovery strategies to uphold brand / business reputation and maintain customer satisfaction
S16:
Actively seek, analyse and evaluate customer feedback and take appropriate action to improve quality of service and customer experience
S17:
Maximise the impact of marketing strategies, evaluate and act on feedback
S18:
Manage the targeted promotion of the brand and product / service to customers
S19:
Use a wide range of management and leadership skills appropriate to the business to motivate and inspire others
S20:
Lead change to meet the business objectives and manage the impact of change on stakeholders
S21:
Support team members to carry out work activities that respond to a diverse range of needs
S27:
Manage the availability and sale of rooms and / or facilities to maximise revenue and meet customers’ individual needs
S28:
Analyse the reception and reservation systems and performance, identifies and implement improvement, e.g. to reduce guest waiting times, minimise check-in / check-out congestion
Technical Educational Products
- ST0229: Hospitality manager - Front Office Management (Level 4) Approved for delivery
- HTQCH4002: FdA Hospitality Management (Level 5)
- Reference:
- OCC0229C
- Status:
- Approved occupation
- Average (median) salary:
- £29,004 per year
- SOC 2020 code:
- 3557 Events managers and organisers
- SOC 2020 sub unit groups:
- 3557/04 Hospitality managers
- 4143/99 Customer service managers n.e.c.
B1:
Inspire team members to demonstrate personal drive to achieve the business vision and objectives
B2:
Be financially astute in work activities, visibly discourage waste and act credibly on matters that affect business finance
B3:
Openly share information with colleagues that support business objectives and growth
B4:
Make decisions based on a sound analysis and judgement of available management information
B5:
Actively promote the benefits of working within standard business operating procedures
B6:
Ability to make accurate forecasts based on current and future trends
B7:
Think ahead and demonstrate resourcefulness when developing plans
B8:
Use technology responsibly and take an interest in new developments that could support the business
B9:
Be accountable, advocate and adhere to the importance of working legally in the best interest of all people
B10:
Be solution focussed through proactive risk management personally and through others
B11:
Demonstrate commitment to self-improvement, championing a culture of continual development and progression; trying out and reflecting on methods to develop own leadership skills
B12:
Manage team to take a pride in their role through demonstrating a consistently positive and professional approach to communication
B13:
Empower team members whilst providing adequate support to aid their decision making
B14:
Proactively develop and maintain a customer centred culture
B15:
Provide clear direction to team and empower them to implement effective customer service resolutions
B16:
Drive behavioural change through encouraging others to seek and act on feedback
B17:
Personally market the business and industry through creating a culture of passionate enthusiasm to provide customers with the best possible experience, seeking and acting upon feedback
B18:
Drive a strong cultural belief in the brand and product / service
B19:
Create a high performance culture
B20:
Pioneer business decisions and promote a positive attitude to change
B21:
Lead by example to promote business and social responsibility and act as a role model to ensure self and team are operating in an empathic, fair and consistently professional manner
B24:
Demonstrate consistently high standards of personal presentation and conduct, and instil the same values in the team
Technical Educational Products
- ST0229: Hospitality manager - Front Office Management (Level 4) Approved for delivery
- HTQCH4002: FdA Hospitality Management (Level 5)
- Reference:
- OCC0229C
- Status:
- Approved occupation
- Average (median) salary:
- £29,004 per year
- SOC 2020 code:
- 3557 Events managers and organisers
- SOC 2020 sub unit groups:
- 3557/04 Hospitality managers
- 4143/99 Customer service managers n.e.c.
