What Does A Hotel Manager Do?

WHAT DOES A HOTEL MANAGER DO?

Published: Jul 22, 2025 - The Hotel Manager develops and enforces operational policies, advises the General Manager on strategic goals, and oversees the preparation of budgets, marketing plans, and performance objectives. This position reviews financial reports, scrutinizes capital expenditures, and ensures hotel operations remain within budget while maximizing productivity and efficiency. The manager also implements cost-control initiatives, promotes industry best practices, and ensures the safety and security of guests and staff through enforced emergency procedures.

A Review of Professional Skills and Functions for Hotel Manager

1. Hotel Manager Roles

Hotel Operations: Overseeing the daily operations so that all departments run efficiently to the standards expected of a 5-star hotel
Service Improvement: Selecting and developing strategies to improve guest service, service techniques, and efficiency
Efficiency Focus: Seeks to improve the hotel's efficient operation and standards
Guest Relations: Ensuring that all guest feedback is followed up with appropriate action, training, etc
Quality Control: Ensure that the standards are maintained at all times throughout the hotel
Team Leadership: Utilizing leadership skills and motivation to maximize employee productivity, engagement, and satisfaction
Staff Supervision: Controlling and supervising the work of Heads of Department, ensuring proper resources are available and the hotel team meets and exceeds guest expectations
Employee Engagement: Fostering and developing effective employee relations within operations and throughout the hotel, ensuring that the values of the hotel are promoted, recognized, and rewarded

2. Hotel Manager Overview

Financial Management: Manage budgets/expenses, analyse and interpret financial information and monitor sales, profits and payroll
Sales Optimization: Responsible for being fully conversant with the sales function/activities and taking every opportunity to optimise sales across the operational departments
Menu Development: Responsible for menu development for room service, breakfast, bar service, events and private dining in conjunction with the Head Chef, Food Services Manager and the General Manager
Employee Onboarding: Implementing the onboarding/induction training plan with all new direct reports and monitoring their performance through regular probationary reviews
Performance Reviews: Conducting regular job chats/reviews with direct reports to provide feedback on performance and encourage their professional development, highlighting specific training needs of team members to HR
HR Collaboration: Supporting HR to ensure that job chats and reviews are conducted within each operational department
Health and Safety: Oversee the management of health and safety within the hotel, ensuring systems are in place to safeguard safety, health and welfare and a schedule of regular maintenance is in place
Market Awareness: Monitoring current and future trends, practices and systems to ensure that operations are competitive in the marketplace

3. Hotel Manager Responsibilities

Service Recovery: Oversees the Guest Service Recovery Program by listening to and offering reasonable solutions in response to hotel guests and recording appropriately
Goal Setting: Develops goals and incentives to increase guest service
Property Inspection: Completes daily property walks, including but not limited to, the casino floor, outside property, back of the house areas, rooms and suites
Issue Resolution: Provide follow-up on any issues noted and report appropriately
Staff Standards: Ensures staff’s uniforms, personal hygiene, and grooming standards
Guest Satisfaction: Ensures the comfort and satisfaction of guests in the hotel
Guest Greeting: Greet and meet guests arriving or departing the hotel
Property Tours: Conducts property tours
Guest Interaction Monitoring: Monitors staff’s interaction with the guests
Service Standards Compliance: Ensures that all situations are taken care of in accordance with set service standards and steps when others need assistance, providing such guest satisfaction
Interdepartmental Coordination: Facilitates interdepartmental cooperation needed to accommodate guest requests
Guest Communication: Ensures accuracy and timely completion of all guest recovery communication, including phone calls, letters, and emails

4. Hotel Manager Accountabilities

Department Coordination: Coordinate the Rooms, Food and Beverage, Engineering and Human Resources departments to maximize operating and financial performance
Quality and Satisfaction: Upholding quality standards, maximizing levels of guest satisfaction, and maintaining favorable employee morale
Sales Strategy Review: Review sales strategy, pricing, competition analysis and KPIs analysis
Sales Plan Execution: Cooperate and implement sales plans with the Sales and Marketing Department
Strategic Planning: Direct the development and execution of the annual strategic plan, the annual budget and operations plan
Financial Performance: Responsible for maximizing the financial success of the hotel by pursuing revenue goals, managing expenses, controlling labor costs, and assuming overall responsibility for revenue management
Team Communication: Conduct regular staff meetings, department meetings, and all employee meetings to keep staff informed on hotel business, address concerns or problems, and develop plans to create a better, more productive work environment for all
Guest Experience: Ensure that a maximum level of guest service and satisfaction is achieved and maintained
Customer Service Management: Responsible for dealing with customers’ complaints and ensuring that customer service needs are met through training, survey analysis, feedback and positive reinforcement programs
Talent Development: Recruiting and providing training, mentoring and guidance to staff and appraising the performance of all positions
Procurement Support: Assisting in the procurement of operating supplies and equipment, and contracting with third-party vendors for essential equipment and services
Regulatory Compliance: Responsible for overall oversight on hotel licensing, health, safety, and other statutory regulations to ensure full compliance while also ensuring hotel compliance with company policies and procedures
Operational Excellence: Support the company pillars by following and executing, including Revenue Improvement, Cost Management/Profitability, Exceeding Guests' Expectations, Associate Engagement, and Outstanding Physical Product

5. Hotel Manager Role Purpose

Room Management: Responsible for the upkeep of standards and allocations of 14 bedrooms
Pricing Strategy: Responsible for the rates and making sure always competitive within the market and with competitors
Team Supervision: Managing a team of 10 between reception and housekeeping
Inventory Control: Orderings and stock counts within the department
Staff Development: Ensure training and development of employees are carried out to achieve service standards
Market Analysis: Keep up to date with market data and competitors, analysing all variable factors in a holistic manner in order to effectively support pricing and strategic decisions
Guest Feedback Response: Review guest satisfaction feedback and take appropriate follow-up actions to ensure high levels of guest service
Cost Control: Ensure that cost control measures are in place, including staffing levels, are met

6. Hotel Manager Duties

SOP Management: Running the hotel smoothly by guiding and shaping standard operating procedures
Security Compliance: Checking and monitoring hotel security, following up on house rules and policies
Facility Presentation: Making sure all spaces in the hotel look neat and tidy at all times
Operations Oversight: Managing daily operations, including F&B and Co-working facilities, in quality, service and results
CSR Implementation: Carry out a CSR strategy in alignment with the company's strategy
Community Engagement: Connecting with the TSH community and serving as an internal and external networker
Guest Experience Creation: Identifying opportunities to create memorable guest experiences and involve the right teams
Partnership Management: Managing local partnership and TSH Connector in the Amsterdam location

7. Hotel Manager Details and Accountabilities

Revenue Optimization: Identify and act upon opportunities to achieve maximum revenue in collaboration with the local revenue and sales team
Cost Management: Managing forecasts and costs actively and delivering positive results on P&L
Performance Monitoring: Responsible for weekly sales and monthly profit monitoring to identify and manage areas of opportunity and risk
Team Leadership: Leading by example, love team members, make them feel special and engaged
Talent Management: Responsible for active talent search, interviewing, hiring, training and coaching TSH assistant manager and team members
Workforce Planning: Preparing work schedules and managing the FTE level according to the annual budget
Issue Handling: Handling, reporting and redirecting all kinds of guest or team member questions, remarks and complaints, as well as technical issues to maintain/increase quality
Quality Analysis: Analysing quality check results and identifying opportunities to improve guest satisfaction
Safety Compliance: Ensuring security and emergency procedures are in place as required by company policy and/or federal and state regulations

8. Hotel Manager Roles

Hotel Operations Management: Manage the operations of the hotel in order to maximize profitability and to ensure superior guest service and product quality
Goal Setting: Develop, recommend, implement and manage the operational department’s annual and long-term goals
Revenue Optimization: Ensure that all operations departments are maximizing revenue and profit potentials while minimizing costs
Budget Oversight: Manage operational expenses to stay within budget guidelines, as well as gather and report financial information to the Owning Company
Market Evaluation: Evaluates changes in guest needs, the guest mix and competitive set, to recommend appropriate product/service and operational changes
Guest and Staff Satisfaction: Ensures guest and employee satisfaction while maintaining market competitiveness and exceptional financial performance
Employee Motivation: Inspiration to all hotel employees in order to perform
Team Engagement: Interacts in a positive way with all team members to ensure an amazing guest experience

9. Hotel Manager Duties and Roles

Budget Management: Managing budgets and property financial plans
Financial Forecasting: Responsible for accurately forecasting a property’s revenue and operating expenses
Record Keeping: Maintaining statistical and financial records
Capital Planning: Planning and executing property capital expenditures
Sales Targeting: Setting and achieving sales goals and profit targets
Staff Development: Recruiting, training, and mentoring staff
Scheduling Coordination: Planning work schedules for individuals and teams
Guest Engagement: Responsible for proactively engaging with guests

10. Hotel Manager Roles and Responsibilities

Complaint Resolution: Responsible for successfully resolving customer complaints and comments
Event Coordination: Ensuring events and conferences run professionally and to the expectations of the hotel’s clients
Maintenance Oversight: Supervising maintenance, supplies, and repairs
Vendor Relations: Maintaining professional relationships with contractors and suppliers
Security Management: Ensuring security is effective
Property Inspection: Carrying out inspections of property and services
Regulatory Compliance: Ensuring compliance with licensing laws, health and safety, and other statutory regulations
Service Delivery: Work with colleagues to deliver inspirational service to guests and associates

11. Hotel Manager Key Accountabilities

Multi-Hotel Oversight: Oversee four hotels in Crete to ensure that the company's quality standards are met, aligned with an optimal level of service and hospitality for guest satisfaction
Strategic Operations: Responsible for balancing operational needs, implementing strategy with a passion for business excellence
Brand Compliance: Visit, evaluate, and ensure that all hotels perform in accordance with international brand standards and SOPs
Operational Consulting: Offers consultation and recommendations to hotel managers on overcoming operational challenges, as well as guidance, training, and mentoring
Executive Communication: Communicate with general management, develop and monitor the budget on a higher level in order to maximize revenue and minimize expenses, while ensuring the optimization of supplies and staff
Financial Reporting: Provides a monthly summary of actual area results compared with the Yearly Budget and Forecast and proposes changes when necessary
Reputation Management: Follows up with guest reviews/reputation and plans strategies towards increasing the scores of guest satisfaction
Meeting Participation: Attends operational meetings while reviewing actions taken
Business Analysis: Responsible for constantly reviewing key business indicators to identify problems, concerns, and opportunities for improvement to achieve company goals
Staff Recruitment Support: Provides guidance for staff recruitment
Market Competitiveness: Accountable, aware of competition and market trends, propose actions to differentiate from the competition and propose a strategy based on market needs
Executive Collaboration: Cooperates closely with Senior Management and follows the given objectives

12. Hotel Manager Duties and Roles

Department Coordination: Responsible for coordinating all the departments
Facility Oversight: Monitors and oversees all the facilities
Facility Maintenance: Ensure the efficient maintenance of all facilities
Internal Controls: Ensure that appropriate internal control systems are strictly adhered to
Computer Proficiency: Responsible for being computer literate
Reporting Management: Ensure daily, weekly and monthly operational reports reach the office of the Managing Director
Strategic Planning: Prepare strategic plans to ensure that targets are met
Strategy Evaluation: Analyze existing strategies and practices, identifying areas for improvement
Revenue Growth: Expand revenue sources
Team Leadership: Provide direction and motivate staff

13. Hotel Manager Tasks

Property Oversight: Take care of all the hotels/properties
Rent Monitoring: Monitoring the guests/tenants to ensure they are paying the rent on time
Payment Follow-Up: Sending the reminder or asking them to pay as soon as possible
Property Inspection: Check all the room conditions with the Interior decorators/contractors for the new properties and negotiate the quotation price
Leasing Coordination: Leases with property, Guest/Agents and arranging Viewing
Price Negotiation: Negotiating the property price with the Guest/Agents
Administrative Support: Responsible for admin paperwork, preparing monthly/yearly reports/assisting with accounts
Payment Processing: Submit documents to the account to prepare for payment, refund deposit
Lease Management: Leases with Guest/tenant check-in/out or renewal lease
Issue Resolution: Solving Issues and defects in rental units
Access Control: Delete access card, car entry
Team Coordination: Coordinate with colleagues
System Updates: Update OneDrive/cloudbed system
Permit Management: Update all work permits/check ICA, MOM

14. Hotel Manager Functions

Operations Supervision: Performs general administrative and supervisory duties necessary to achieve an effective and profitable operation and maintains effective employee relations
Problem Escalation: Identifies and highlights problems that may arise in operational department areas immediately to the General Manager
Team Communication: Holds regular meetings with immediate subordinates to disseminate information and to resolve work issues
Guest Complaint Handling: Attends to guest complaints that require his personal attention or that have been referred to him as an avenue of last resort
Correspondence Management: Handles all correspondences that are directed to him and disposes of such correspondences/mail as expeditiously as possible
Task Delegation: Develops plans and programs for the departments directly under his responsibility as assigned by the General Manager and assigns/delegates tasks to the appropriate executives who report to him in the fulfillment of such plans/programs
Performance Auditing: Inspects and conducts audits of his immediate subordinates’ performance to ensure that all departments are contributing to the general efficiency and profitability of the Hotel
Facility Inspection: Inspects the entire hotel facilities daily to ensure good housekeeping, general cleanliness and proper maintenance, hygienic and wholesome conditions for the comfort of the hotel guests and visitors as well as the employees

15. Hotel Manager Job Summary

Policy Development: Develops, recommends and advises the General Manager on goals, objectives and policies related to the Hotel operations and enforces all Hotel policies
Policy Review: Reviews existing Hotel Policies in light of recommendations made by his immediate subordinates and rejects/amends/supports such recommendations to the General Manager
Budget and Planning: Oversees the preparation and production of annual budgets, marketing and strategic plans, objectives and goals and guides/directs such final draft of these budgets
Financial Analysis: Reviews all financial statements/reports with cost/financial ratios periodically with the General Manager
Expense Monitoring: Monitors the expenses of the Hotel and scrutinizes capital expenditure purchases and ensures that pre-established budgets are not exceeded
Operational Efficiency: Works to improve the efficiency of the hotel by optimizing productivity with the lowest possible cost
Cost Reduction: Studies/examines operations and administers cost reduction exercises throughout the operating divisions and departments
Industry Research: Keeps up to date with innovative and best practices in the hotel industry and shares with the General Manager worthwhile recommendations
Safety Procedures: Ensures emergency procedures are practiced and enforced to provide the security and safety of guests and employees

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