WHAT DOES A HOSPITALITY MANAGER DO?
Published: July 4, 2025 - The Hospitality Manager delivers consistent, high-quality service by anticipating guest needs and enhancing overall customer satisfaction. This role supports operational excellence by implementing policies, resolving issues creatively, managing schedules, and training staff effectively. The manager also oversees day-to-day hospitality operations while aligning with strategic goals, maintaining clear communication, and contributing to occupancy growth and expansion initiatives.
A Review of Professional Skills and Functions for Hospitality Manager
1. Hospitality Manager Duties
- Operations Management: Oversee all strategic facets of the daily operations and guest experience for the Corporate Conference Center in Milwaukee, along with regional conference centers in geographic hubs.
- Guest Experience: Ensure a superior guest experience, flawless execution, and operational support for over 10,000 meetings and events annually.
- Team Supervision: Responsible for oversight of the following team functions: meeting scheduling, space management, catering, audio/visual, housekeeping, and inventory management.
- Client Expertise: Serve as the guest experience subject matter expert for the firm and internal business unit clients.
- Standards Development: Establish and help implement standards for the guest experience, aligned with the firm’s brand positioning and client-first culture.
- Staff Coaching: Train and coach direct reports on guest experience standards, and collaborate with other business units and the branch network to ensure a consistent client experience across offices.
- Team Leadership: Lead, coach, and train a 14-member Hospitality team to achieve high levels of client service and engagement.
- Performance Management: Responsibilities include performance management, staff planning and recruiting, and prudent management and administration of the department’s $3 million budget for staffing, technology, and catering.
- Vendor Oversight: Responsible for vendor management for all Conference Center support areas, including multiple catering, technology, and audio-visual providers.
- Contract Negotiation: Maintain key performance metrics on all vendors and be responsible for contract/price negotiations, hiring/firing decisions, issue resolution, and other ongoing enhancements to vendor relationships.
- Technical Support: Oversee the Audio/Visual support team, which provides A/V and meeting management technology support to associates in Milwaukee Headquarters, Conference Center, and other firm locations.
- Performance Tracking: Develop and execute scorecards, client satisfaction surveys, and other performance metrics to track the success and utilization of the firm’s Milwaukee and other Conference Center resources.
- Data Analysis: Manage committee data and maintain relevant metrics for usage, catering spend, profit margins, etc.
- Customer Insights: Use customer satisfaction surveys, focus groups, and one-on-one feedback to understand and enhance customer experience with the Conference Center.
- Team Collaboration: Serve as a member of the Baird Conferences, Events, and Hospitality Leadership team.
- Program Development: Partner with Corporate Events and Conference Services Managers on training and developing programs that benefit all three teams.
- Workflow Management: Manage workflow for the Hospitality team.
- Event Evaluation: Identify events that could shift from other teams to the Baird Conference Center and collaborate on RFPs for shared vendors.
2. Hospitality Manager Details
- Regulatory Compliance: Understand and practice local and state regulations about short-term rentals, ensuring compliance with DOL, DHEC, and Fair Housing laws.
- Team Motivation: Offer daily support and motivate the local team to deliver unrivaled guest experiences.
- Strategic Communication: Communicate with the corporate team regarding product/process needs and setting strategies.
- Emergency Response: Be available 24/7 to respond to guest emergencies and direct staff.
- Vendor Coordination: Lead on-the-ground coordination with laundry, maintenance, and housekeeping vendors, as well as staying up to date with stock management.
- System Supervision: Use modern electronic hotel management software and chat apps to communicate with Guest Agents and supervise operations.
- Sales Management: Serve as the onsite sales manager, providing on-site tours for medium and long-term stays.
- Routine Maintenance: Complete routine maintenance tasks, including minor repairs.
- Quality Inspection: Inspect rooms or areas according to Mint House standards and procedures, including AC vent cleaning, dusting, vacuuming, cleaning and sanitizing common areas, linen stripping, sanitizing refrigerators, microwaves, and wall cleaning.
3. Hospitality Manager Responsibilities
- Marketing Planning: Prepare marketing plans and advertisements, ensuring that marketing plans keep within budget guidelines.
- Market Analysis: Determine future venues and goals by studying market trends and working with the Program Director.
- Event Planning: Plan for short-term and long-term stays as well as program workshops, seminars, corporate retreats, and festivals.
- Customer Service: Maintain a high standard of customer service according to company operating procedures.
- Standards Compliance: Ensure company standards for housekeeping, décor, and guest services are met.
- Site Inspection: Work with onsite staff to inspect the grounds, public areas, and guest rooms for appearance and cleanliness.
- Guest Communication: Answer telephone calls and emails from guests and direct them to the relevant staff.
- Inventory Monitoring: Monitor the quantity and quality of supplies and equipment daily, such as guest amenities.
- Budget Management: Set budgets and cottage rates, allocate funds, and approve expenditures.
- Financial Reporting: Prepare a monthly budget and create expenditure reports for senior management review.
- Office Coordination: Coordinate front-office and back-office activities and resolve any problems.
- Administrative Operations: Maintain office services by organizing office operations and procedures, preparing payroll, controlling correspondence, designing filing systems, reviewing and approving supply requisitions, and performing administrative functions.
- Recordkeeping Procedures: Provide historical reference by defining procedures for retention, protection, retrieval, transfer, and disposal of records.
- Policy Implementation: Design and implement policies by establishing standards and procedures, measuring results against standards, and making necessary adjustments.
- Task Scheduling: Complete operational requirements by scheduling and assigning employees and following up on work results.
- Trend Analysis: Review and analyze special reports, summarizing information and identifying trends.
- Staff Recruitment: Maintain staff by recruiting, selecting, orienting, and training employees.
- Performance Management: Manage by coaching, counseling, and disciplining employees, and planning, monitoring, and appraising job results.
- Team Supervision: Supervise staff members and communicate the importance of customer satisfaction.
- Complaint Resolution: Attend to any complaints logged by guests in a professional and timely manner.
4. Hospitality Manager Job Summary
- Documentation Management: Manage, monitor, and update all appropriate food safety and health and safety paperwork to the standards imposed.
- HSE Training: Ensure that all appropriate HSE information, instruction, training, and supervision are provided to all employees under control to enable them to carry out their work safely and effectively.
- Incident Handling: Ensure all HSE incidents and near misses are reported and investigated within the set timeframe in line with company policy and procedures.
- Risk Prevention: Lead and manage the delivery of all company profit protection procedures within the mess and share best practices with other colleagues.
- Training Compliance: Manage and drive the completion of all compulsory online training with all team members.
- Uniform Standards: Ensure that uniform standards are adhered to at all times and that all team members are dressed appropriately.
- Cost Estimation: Provide accurate costings for all functional activities to the client promptly.
- Vendor Compliance: Ensure purchasing compliance using only company-authorized vendors.
- Inventory Control: Control all stock levels within the mess, ensuring accurate weekly checks are processed.
- Team Supervision: Manage the training, discipline, morale, and welfare of all team members.
- Labor Budgeting: Manage all labour costs effectively and within the designated budget.
- Stakeholder Liaison: Liaise with the Mess President and other Mess Committee Members continually and attend Messing meetings.
5. Hospitality Manager Accountabilities
- Staff Coordination: Recruit, supervise, coordinate, rota, and evaluate staff, and implement an on-call system for emergencies.
- Operational Efficiency: Organise and coordinate operations to ensure maximum efficiency.
- Resource Allocation: Allocate people resources to the teaching and mentoring of the course.
- Facility Management: Maintain the running and exceptional standards of the guest house.
- Customer Service: Ensure an excellent customer service experience, including handling customer complaints.
- Budget Oversight: Assume responsibility for budgeting and monitoring expenses.
- Service Promotion: Network and market the service, ensuring a consistently high occupancy level.
- Report Writing: Maintain records and write reports for trustee meetings.
- Inventory Control: Manage stock control and the ordering/purchasing of products.
6. Hospitality Manager Functions
- Event Coordination: Ensure all event planning, operational, and kitchen service delivery functions for events are in place using the resources available from the Account Director.
- Quality Assurance: Manage all quality control measures, health and safety, and hygiene systems to the desired standard of Heritage Portfolio.
- Service Communication: Understand and articulate service offers to venue clients, customers, and the Heritage Portfolio team.
- Team Engagement: Meet with team members to assist in creating new offers, and give support at trade shows and Fam trips to the benefit of Heritage Portfolio.
- Service Innovation: Lead innovation and service styles that drive positive PR, positive client feedback, increased revenues, or win new business.
- Team Collaboration: Play an active part within the wider events team, contribute to team activities, discussions, and decisions to grow and improve the Heritage Portfolio business.
- Offer Presentation: Articulate the service offers for each event the food element, the equipment, the flow, and the customer experience, to improve the Heritage Portfolio business.
- Staff Development: Recruit, train, and develop team members in their job role and growth.
- Contract Compliance: Adhere to all clients' contractual obligations and conduct day-to-day business in an appropriate manner and within the agreed contractual terms.
- Incident Reporting: Report immediately any incidents or accidents, fire, theft, loss, damage, or unsuitable food offers and take such action.
- Client Liaison: Provide yourself as the Heritage Portfolio management point of contact for the venue and the venue client, and attend venue meetings.
- Security Management: Ensure all processes with regard to the security aspects of the building, stock, personnel, and clients' expectations are reached and maintained pre-, during, and post-events.
7. Hospitality Manager Job Description
- Food Preparation: Responsible for the preparation and service of Special Event food according to approved menus and standardized recipes while keeping waste to a minimum.
- Form Execution: Responsible for the execution of all approved Event/Hospitality Forms.
- Detail Accuracy: Ensure accuracy and professional appearance.
- Breakroom Stocking: Keep all break rooms on campuses stocked with disposable dinnerware, coffee, cream, etc.
- Supply Ordering: Order necessary supplies to stock and maintain these areas.
- Vendor Purchasing: Order/Purchase coffee and Coke products with an existing vendor relationship.
- Event Management: Manage “Watermelon Friday” events during the summer.
- Vendor Relations: Foster and maintain positive relationships with Event Distributors.
- Stakeholder Communication: Maintain prompt and accurate communication with all Event Contacts, Event Distributors, Vendors, and other department collaborators.
- Order Planning: Calculate ordering needs and submit bi-weekly food orders to the Assistant Food Services Director promptly.
- Issue Reporting: Notify the manager of problems with shortages, special orders, or maintenance needs.
- Inventory Tracking: Keep accurate pars based on the events calendar and calculated needs while minimizing waste and maintaining a clean workspace.
- Information Management: Maintain all event information to ensure the Food Services Director, Assistant Director, Kitchen Managers, and Hospitality Coordinators have quick and accurate access to all details.
- Recordkeeping Consistency: Ensure all records are kept properly and consistently.
- Billing Submission: Create and submit billing invoices to the Assistant Director of Food Services.
- Quality Monitoring: Monitor food quality using Food Safe methods.
- Facility Sanitation: Help maintain an orderly, clean, sanitized kitchen, eating and service areas, storage, and cooler/freezer facilities.
- Meal Assistance: Assist in serving meals in appropriate portions and washing dishes.
- Cleanup Responsibility: Responsible for meal-related clean-up at all facilities used for events.
- Policy Compliance: Know and execute all policies concerning table tops, approved foods, and van usage.
- Staff Supervision: Supervise, schedule, and evaluate Special Events staff.
- Staff Evaluation: Partner with the Assistant Director of Food Services on the yearly evaluation of the Hospitality Coordinator.
- Spiritual Engagement: Attend daily morning devotions and participate in prayer support for the ministry, donors, and volunteers.
8. Hospitality Manager Overview
- Executive Alignment: Work closely with the CEO to understand the store's vision and concept, and be able to execute and implement initiatives for the retail and cafe space.
- Strategy Execution: Execute store strategy and plan at the market level that is aligned with the growth plan.
- Project Management: Project manage the build-out of the retail and cafe concept.
- Process Development: Create a process and procedure for operations related to the store concept.
- Brand Consistency: Ensure brand messaging is optimized at the store level, maintaining consistency and conforming to company standards.
- Cross-Functional Execution: Work cross-departmentally to execute marketing and sales strategies at the retail level.
- Team Leadership: Hire and lead a growing team to operate the retail/cafe space.
- Expansion Planning: Develop and execute a store expansion strategy and plan for each market.
- Brand Awareness: Build incremental brand awareness and customer experiences.
- Marketing Integration: Integrate the Vitals marketing strategy across the retail store concept.
- Store Messaging: Ensure brand details and messaging are optimized at the store level, maintaining consistency and conforming to company standards.
- Talent Management: Ensure stores are staffed effectively with quality employees by providing excellent training and new hire onboarding.
- Store Development: Lead project management of all new store development activities.
- Regional Expansion: Develop and execute a store expansion strategy and plan for priority regions.
9. Hospitality Manager Details and Accountabilities
- Customer Experience: Model consistent, high-quality, and satisfying experiences to all customers by anticipating guests' needs and seeking to exceed their expectations of service.
- Vision Alignment: Work closely with the management to understand their vision for the bakery and assist them with implementation.
- Policy Implementation: Assist with the development and implementation of policies and procedures to enhance operational efficiencies.
- Issue Resolution: Problem-solve operational issues quickly and creatively as they occur.
- Training Support: Ascertain training needs and offer appropriate direction and feedback to the team.
- Staff Scheduling: Create a weekly schedule for staff, monitor, and manage Front of House staffing levels to achieve and maintain operational requirements.
- Team Communication: Communicate clearly with team members, management, and peers.
- Task Management: Organize and prioritize tasks in both high-intensity and slower periods.
- Operations Supervision: Manage and supervise the day-to-day operations of the luxury Senior Living community.
- Resident Satisfaction: Support the team in achieving high resident satisfaction.
- Occupancy Growth: Assist in building occupancy by supporting the sales team.
- Project Support: Support expansion and a new construction project.
10. Hospitality Manager Tasks
- Guest Services: Plan and direct services for the guests.
- Staff Development: Plan for accounting staff development.
- Staff Recruitment: Responsible for the recruitment of hotel staff as per requirement.
- Task Allocation: Allocate tasks to coordinate the resources of the facility.
- Security Management: Manage the staff security of the facility.
- Safety Compliance: Ensure that all health and safety standards are adhered to.
- Procedure Implementation: Implement new procedures to serve the guests better.
- Store Growth: Responsible for growing the flagship store with responsibilities in marketing, customer service, sales, operations, and financial results.
- Experience Design: Responsible for defining and delivering customer experiences that amplify the lifestyle brand.
- Facility Development: Responsible for leading the buildout of a new facility, working with architects and construction teams, refining business plans, staffing, and developing a business model that can be applied to future locations.
- Executive Reporting: Report to the CEO and operate out of the office.