Hospitality manager

Knowledge

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 Back to Duty

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 Back to Duty

K3: Know the business strategy and its key competitors and how it fits within the wider hospitality industry in which it operates Back to Duty

K4: Identify the management information available in own area and understand how to use, analyse and act on it to drive business change Back to Duty

K5: Understand the standard business operating procedures, the services and products and how they are managed and their potential consequences Back to Duty

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 Back to Duty

K7: Determine how to develop contingency plans which allow consistent levels of service in line with business standards and requirements Back to Duty

K8: Understand how technology supports the delivery of products and services in hospitality businesses Back to Duty

K9: Understand environmental, legislative and social responsibilities and their impact within hospitality businesses Back to Duty

K10: Know how to identify potential risks to people and the business and how to plan for and minimise the impact Back to Duty

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 Back to Duty

K12: Know and understand how to consistently communicate and engage with people and teams Back to Duty

K13: Understand the responsibilities of an employer and the parameters the business works within Back to Duty

K14: Determine the customer service journey and understand how to meet expectations, taking into account business requirements Back to Duty

K15: Understand the impact of service failure on hospitality businesses and identify how to develop and implement successful service recovery strategies Back to Duty

K16: Know how to use customer feedback as a competitive tool in the hospitality industry Back to Duty

K17: Understand how to identify, support, implement and evaluate hospitality marketing, sales strategies and techniques Back to Duty

K18: Understand what it means to champion the business and maintain comprehensive product / service, brand and market knowledge Back to Duty

K19: Understand the management and leadership styles and skills required in a hospitality business environment Back to Duty

K20: Understand how to lead the implementation of change in hospitality business and the potential impact on stakeholders Back to Duty

K21: Understand the ethos of a diverse and inclusive culture that demonstrates social inclusion Back to Duty

K22: Know key ingredients, preparation, cooking and service methods of menu items and communicate relevant information to team members. Understand the benefits of food and beverage matching and how to maximise sales through effective menu design, seasonal promotions and themes. Understand different food service styles and when each is applied most effectively Back to Duty

K23: Understand how effective management and maintenance of food service equipment, accompaniments and drinks products impact on the business Back to Duty

K24: Understand how to monitor the cleanliness and presentation of the establishment and productivity, identify and implement areas for improvement Back to Duty

K25: Know requirements for current and forecast linen stock and other housekeeping supplies and know how to manage these to ensure sufficient supply to meet demand Back to Duty

K26: Understand how to identify, prioritise, schedule and implement maintenance or repair work in ways which minimise disruption to customers and impact on other areas of the business Back to Duty

K27: Understand how to allocate and manage rooms to maximise sales opportunities for the business and meet or exceed customer expectations Back to Duty

K28: Understand how to monitor the effectiveness of reception and reservation systems, identify and implement areas for improvement Back to Duty

K29: Identify the information relevant to the reservations process and understand how to analyse, interpret and use it to drive revenue generation Back to Duty

K30: Understand how to gather reliable information on competitor performance and make business / industry comparisons, recognising the importance to the business Back to Duty

K31: Understand how to carry out and recognise the importance of effective yield management Back to Duty

K32: Understand how to work with other managers and use relevant and available information to forecast potential revenue performance Back to Duty

K33: Understand how to plan and implement multiple events to ensure best allocation and use of resources to meet demand Back to Duty

K34: Identify required business levels and know how to track and analyse enquiries to fulfil them Back to Duty

K35: Understand how to develop and maintain effective working relationships with suppliers, exhibitors and other stakeholders and why this is important for the business Back to Duty

K36: Understand how to manage the delivery of on and off site sales of goods and products Back to Duty

K37: Understand how to monitor food production to ensure standards are upheld, identify and implement areas for improvement Back to Duty

K38: Understand how to manage cleanliness and identify, prioritise, schedule and implement maintenance or repair work in ways which minimise disruption to customers Back to Duty

K39: Understand the process for procurement of food ingredients and commodities, including purchasing specifications. Know how to prepare menus, recipes and standardised systems and procedures to ensure consistency and quality of food Back to Duty

K40: Understand the requirement for and on-going maintenance for kitchen equipment. Know how, why and when staff should be trained and monitored on its use. Back to Duty

K41: Understand how to manage food safety systems in line with current legislative requirements and identify, prioritise, schedule and implement monitoring, training, maintenance or repair work in ways which minimise disruption to customers; Back to Duty

K42: Multi-functional managers will be required to demonstrate competence against at least 50% of the skills, knowledge and behaviour in each of two functions above, as well as those detailed below: Back to Duty

K43: Know the interdependence required of the functions within the business and how to plan the work of the team and its resources to address each of these requirements to deliver products and services on time and in line with customer needs and business / brand standards. Understand the need to plan across a number of different functions and the potential implications of delivering a multi-functional approach on customer experience, team performance and future business and team objectives. Adapt to changing customer, team or business demands, responding to the immediate situation and considering longer term solutions Back to Duty

K44: Understand how the needs of the customer and skills of the team differ from one function to another and how to ensure each function is delivered to maximise customer experience and achieve business objectives Back to Duty

Skills

S1: Proactively seek and drive activities that support the achievement of the business vision and objectives, improve competitiveness, to meet financial targets Back to Duty

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 Back to Duty

S3: Develop and effectively communicate own plans and strategy to management team in order to harmoniously work towards achieving business objectives Back to Duty

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 Back to Duty

S5: Implement required operational processes and procedures in line with business standards Back to Duty

S6: Monitor peaks and troughs in business levels to ensure operational plans allow service standards and resources to be maintained Back to Duty

S7: Develop and implement contingency plans to ensure resources are in place to provide consistent levels of service required by the business Back to Duty

S8: Maximise the use of technology and evaluate its effectiveness for achieving the desired results Back to Duty

S9: Manage and continuously review adherence to legislation Back to Duty

S10: Identify and manage risks through empowering the team Back to Duty

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 Back to Duty

S12: Demonstrate effective methods of communication and leadership that achieve the desired results, providing support and coaching to team members to maximise their performance Back to Duty

S13: Manage people performance and capability, and develop teams in line with operational policy and procedures and support appropriate decision making Back to Duty

S14: Monitor customer satisfaction to ensure product / service is delivered according to their profile and business requirements Back to Duty

S15: Develop and implement service recovery strategies to uphold brand / business reputation and maintain customer satisfaction Back to Duty

S16: Actively seek, analyse and evaluate customer feedback and take appropriate action to improve quality of service and customer experience Back to Duty

S17: Maximise the impact of marketing strategies, evaluate and act on feedback Back to Duty

S18: Manage the targeted promotion of the brand and product / service to customers Back to Duty

S19: Use a wide range of management and leadership skills appropriate to the business to motivate and inspire others Back to Duty

S20: Lead change to meet the business objectives and manage the impact of change on stakeholders Back to Duty

S21: Support team members to carry out work activities that respond to a diverse range of needs Back to Duty

S22: Ensure food and beverage service operation meets business / brand standard at all times through its staff, facilities, menus and equipment. Ensure the beverage offer complements menus and maximises sales, delivering a service that will enhance business opportunities, e.g. seasonal special offers, promoting a themed drinks menu to complement dishes Back to Duty

S23: Manage the storage and maintenance of food service equipment, accompaniments and beverage products to deliver the best result to customers and maximum profit to the business Back to Duty

S24: Monitor standards of cleanliness, presentation and productivity, identifying trends and opportunities to enhance the housekeeping service e.g. to achieve improved cleanliness and attractiveness in line with the style of the business (e.g. colour scheme of seasonal floral displays) Back to Duty

S25: Track the use of housekeeping supplies and linen on and off- site taking action to ensure sufficient stock for current and anticipated demand, minimise loss and wastage Back to Duty

S26: Determine the need for and schedule maintenance or repair work, managing its impact on the housekeeping service and other areas of the business Back to Duty

S27: Manage the availability and sale of rooms and / or facilities to maximise revenue and meet customers’ individual needs Back to Duty

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 Back to Duty

S29: Analyse and present a range of complex information and provide intelligence, for example on revenue in relation to market factors Back to Duty

S30: Monitor competitor performance and business / industry  comparisons Back to Duty

S31: Carry out effective yield management in line with business requirements Back to Duty

S32: Forecast potential revenue performance in collaboration with other managers Back to Duty

S33: Manage the planning and delivery of multiple events Back to Duty

S34: Track and analyse enquiries to fulfil forecast business levels Back to Duty

S35: Manage relationships with a variety of organisations and stakeholders such as suppliers and exhibitors Back to Duty

S36: Manage the delivery of on and off site sales of goods and products Back to Duty

S37: Manage food production to established standards and where relevant according to brand specifications, ensuring that all food safety practices are followed Back to Duty

S38: Maintain the appearance of the establishment to business standards managing cleanliness, maintenance, repairs and refurbishment Back to Duty

S39: Train and manage kitchen team members to deliver a consistent and timely food production operation to meet the needs and expectations of the customer and business, including adherence to brand standards where appropriate Back to Duty

S40: Effectively manage kitchen equipment and resources in line with legislative and operational requirements. Ensure regular servicing and maintenance has minimal impact on operations Back to Duty

S41: Manage food safety systems to adhere to legislation. Ensure that all required procedures, training and monitoring documentation are completed within timescales and issues addressed as appropriate Back to Duty

S42: Multi-functional managers will be required to demonstrate competence against at least 50% of the skills, knowledge and behaviour in each of two functions above, as well as those detailed below: Back to Duty

S43: Plan, manage, evaluate and review the work of the team and use of resources across hospitality functions to ensure the right people and tools are in the right place at the right time. Back to Duty

S44: Manage the team and resources to ensure that the needs of the customer are met whilst maintaining business / brand standards Back to Duty

Behaviours

B1: Inspire team members to demonstrate personal drive to achieve the business vision and objectives Back to Duty

B2: Be financially astute in work activities, visibly discourage waste and act credibly on matters that affect business finance Back to Duty

B3: Openly share information with colleagues that support business objectives and growth Back to Duty

B4: Make decisions based on a sound analysis and judgement of available management information Back to Duty

B5: Actively promote the benefits of working within standard business operating procedures Back to Duty

B6: Ability to make accurate forecasts based on current and future trends Back to Duty

B7: Think ahead and demonstrate resourcefulness when developing plans Back to Duty

B8: Use technology responsibly and take an interest in new developments that could support the business Back to Duty

B9: Be accountable, advocate and adhere to the importance of working legally in the best interest of all people Back to Duty

B10: Be solution focussed through proactive risk management personally and through others Back to Duty

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 Back to Duty

B12: Manage team to take a pride in their role through demonstrating a consistently positive and professional approach to communication Back to Duty

B13: Empower team members whilst providing adequate support to aid their decision making Back to Duty

B14: Proactively develop and maintain a customer centred culture Back to Duty

B15: Provide clear direction to team and empower them to implement effective customer service resolutions Back to Duty

B16: Drive behavioural change through encouraging others to seek and act on feedback Back to Duty

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 Back to Duty

B18: Drive a strong cultural belief in the brand and product / service Back to Duty

B19: Create a high performance culture Back to Duty

B20: Pioneer business decisions and promote a positive attitude to change Back to Duty

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 Back to Duty

B22: Demonstrate passion for high quality food and drink products and service Back to Duty

B23: Actively seek innovative ideas for improving the physical presentation of the establishment in line with business constraints Back to Duty

B24: Demonstrate consistently high standards of personal presentation and conduct, and instil the same values in the team Back to Duty

B25: Demonstrate the ability to identify commercial opportunity to maximise revenue for the business across the different functions and departments of the business Back to Duty

B26: Is highly organised and proactive, anticipating and solving problems quickly to ensure stakeholder satisfaction Back to Duty

B27: Actively seek opportunities to improve the commercial presentation of the outlet to enhance and maximise sales Back to Duty

B28: Lead the department with passion, instilling a sense of pride in team ensuring a consistently high quality and efficient food production operation Back to Duty

B29: Think strategically when planning the use of team members and resources to maximise current and future operations. Proactively seek ways of working that embrace multi- functional teams Back to Duty