Hospitality Manager

Overview

Saundersfoot Harbour is seeking an experienced, commercially focused and hands-on Hotel & Hospitality Manager to lead the day-to-day operation and development of our hotel and hospitality activities.

This is an exciting opportunity to join Saundersfoot Harbour at an important stage of its development. The successful candidate will take responsibility for ensuring that our existing 24-bedroom hotel delivers consistently ambitious standards of guest service, operational efficiency, commercial performance and planned refurbishment and expansion.

Key Responsibilities

Hotel Operations

· Take overall operational responsibility for the day-to-day running of the 24-bedroom hotel.

· Operational control of all booking websites.

· Manage consistently exacting standards across guest accommodation, reception, contractual housekeeping, guest services and associated hospitality operations provided by third party contractors.

· Develop and maintain effective operating procedures, ensuring they are practical, understood and consistently followed.

· Ensure the hotel is maintained to a high standard and identify maintenance, refurbishment and investment requirements via quality audits.

Guest Experience

· Take ownership of the overall guest journey from booking through to departure.

· Establish and maintain exacting standards of customer service.

· Monitor guest feedback, reviews and complaints and ensure appropriate action is taken.

· Identify opportunities to improve the guest experience and increase repeat business.

· Ensure accessibility, inclusivity and reasonable adjustments are considered throughout the guest journey.

· Function as a senior point of contact for significant guest issues or complaints.

Commercial Management

· Take responsibility for maximising hotel occupancy, revenue and profitability.

· Work with the CEO and relevant commercial colleagues to develop the hotel's annual budget and financial targets.

· Monitor occupancy, average room rate, RevPAR and other relevant hospitality KPIs.

· Develop appropriate pricing and yield-management strategies with the CEO.

· Monitor operating costs and identify opportunities to improve efficiency without compromising guest experience.

· Analyse financial and operational performance and provide regular reports to the CEO.

· Develop and maintain effective relationships with booking platforms, tourism organisations and commercial partners.

Sales, Marketing & Revenue

· Help to develop and implement a hotel sales and marketing strategy in conjunction with the CEO and wider Harbour team.

· Maximise direct bookings.

· Help to work with online travel agents and other distribution channels to optimise occupancy and revenue.

· Help to develop opportunities for group bookings, events, weddings, corporate stays and other commercial opportunities where appropriate working with the Harbour Events team.

Person Specification

· Proven experience in a hotel, hospitality, or comparable visitor-attraction supervisory or above role.

· Demonstrable experience of managing and motivating staff.

· Strong understanding of hotel operations and hospitality standards.

· Experience of managing budgets, costs and commercial performance.

· Experience of dealing directly with guests and resolving complaints professionally.

· Experience of working in a seasonal or tourism-led environment.

· Good understanding of health and safety and hospitality compliance requirements.

· Experience of using hotel booking/reservation and property-management systems.

· Professional and approachable.

· Energetic and enthusiastic.

· Commercially minded.

· Practical and solutions focused.

· Resilient under pressure.

· Comfortable working in a hands-on environment.

· Enthusiastic about hospitality and customer service.

Desirable Experience

· Experience of managing a hotel.

· Experience of hotel development, refurbishment, or expansion.

· Experience of revenue management and yield optimisation.

· Experience of working within a coastal, leisure, tourism, or destination environment.

· Hospitality management qualification or equivalent professional experience.

Skills & Competencies

· Commercial Awareness

· Understands the relationship between occupancy, room rate, revenue and profitability.

· Able to interpret management information and turn it into practical action.

· Identifies new commercial opportunities.

· Understands the importance of controlling costs while maintaining standards.

Leadership

· Confident and visible leader.

· Comfortable making decisions and taking responsibility.

· Understands what creates an excellent guest experience.

· Calm and professional when dealing with demanding situations.

· Takes ownership of problems rather than passing them elsewhere.

· Understands the importance of online reputation and guest reviews.

Communication

· Excellent verbal and written communication skills.

· Confident communicating with guests, staff, suppliers, contractors and senior management.

· Able to present operational and financial information clearly.

Pay: Up to £30,000.00 per year

Benefits:

• Company pension
• Employee discount
• On-site parking

Work Location: In person