- Responsible for the day-to-day management hotel operations and staff, included reception department - planning, organizing and directing hotel services, including housekeeping - managing budgets, costs and wages - recruiting, training and monitoring staff inc fire training, H&S, customer care, staff appraisals and targets (this needs to be a high quality process to prepare potential candidates for reception) - planning work schedules - helping with customer complaints and comments - addressing problems and troubleshooting; - supervising maintenance, supplies and furnishings - dealing with contractors and suppliers - planning and monitoring the progress of business strategies - monitor guest satisfaction - set and implement quality targets - plan for new projects - run staff meetings, team building, organizing team building events - social media and marketing