Hotel Manager

Role Introduction

Garner South Devon Gateway is entering an important stage in its redevelopment and its planned transition to become a Garner, an IHG Hotel. The ownership group is introducing a new management structure to give the hotel strong day-to-day leadership while creating consistent oversight across its wider accommodation projects.

The Hotel Manager will lead the daily operation of Garner South Devon Gateway and report to the Group General Manager, who oversees the accommodation portfolio on behalf of the ownership group. The post will incorporate the operational duties currently undertaken by the Hotel Operations Manager and will become the senior on-site management role responsible for turning agreed group strategy into safe, consistent and commercially effective hotel operations.

This role requires a visible and practical hotel leader who can support employees through change, protect the character and strengths of the existing business, and embed the standards, systems and service culture required by Garner and IHG. The successful candidate will be comfortable balancing guest service, people leadership, compliance, financial performance, events and the practical demands of a hotel undergoing redevelopment and brand change.

Position Summary

Position

Details

Job title

Hotel Manager

Location

Garner South Devon Gateway, Kingsteignton, Newton Abbot, Devon. TQ12 3QH.

Reports to

Group General Manager

Accountable to

Group General Manager and the ownership group through the agreed reporting structure

Direct reports

Sales and Revenue Manager, Marketing Manager, Department heads, supervisors and other roles assigned within the hotel management structure

Role scope

Full day-to-day hotel operation, including duties currently undertaken by the Hotel Operations Manager

Potential for Live In

Single room with bathroom

Role Purpose

The Hotel Manager is responsible for the safe, lawful and effective daily management of Garner South Devon Gateway. The role leads hotel employees and department heads, maintains service and operating standards, manages resources within delegated authority, and delivers the operating plans agreed with the Group General Manager.

During the redevelopment and brand transition, the Hotel Manager will coordinate on-site readiness, implement agreed Garner and IHG requirements, maintain evidence of completion, and ensure that normal hotel operations remain controlled. The postholder will identify risks early, take prompt action within their authority and escalate matters that require group, owner, contractor or IHG decisions.

Management Structure

The Group General Manager sets portfolio-wide operating priorities, coordinates the ownership group's accommodation projects and provides strategic oversight. The Hotel Manager is responsible for execution at Garner Hotel South Devon Gateway and acts as the principal day-to-day management contact for employees, guests and on-site operations.

· Lead the hotel within the objectives, budgets, policies and delegated authority agreed by the Group General Manager and ownership group.

· Provide clear direction to department heads and hold them accountable for performance, standards, staffing, controls and evidence within their areas.

· Work constructively with the Group General Manager, owners, IHG representatives, professional advisers, contractors and suppliers while maintaining clear decision and escalation routes.

· Deputise for the Group General Manager at Garner South Devon Gateway when requested and within expressly delegated authority.

Main ResponsibilitiesHotel Operations

· Take overall responsibility for the day-to-day running of the hotel and maintain a visible management presence across operating periods.

· Coordinate department heads, reception and operational teams so that daily priorities, handovers, task sheets and service requirements are understood and completed.

· Maintain appropriate management and duty-manager cover, respond to operational disruption and arrange shift cover when required.

· Oversee room operations, public areas, food and beverage activities, leisure or other hotel facilities, events and supporting services through the relevant department managers.

· Chair or contribute to hotel management and operational meetings, issue clear actions and follow through to completion.

· Maintain effective operational records, logs, checklists and management controls, with evidence available for internal review, audit, certification and brand assurance.

Guest Experience and Service

· Set clear expectations for welcoming, efficient and consistent service at every stage of the guest journey.

· Monitor guest feedback, service recovery, complaints, online reviews and recurring service issues; ensure that responses are timely and corrective action is recorded.

· Support employees in applying IHG service principles, problem-handling requirements and the hotel's agreed service standards.

· Protect the qualities that existing guests value while introducing the service consistency required by the new brand.

Redevelopment and Brand Transition

· Lead the hotel's operational preparation for the planned change to Garner, an IHG Hotel, in accordance with the approved implementation plan.

· Translate agreed brand standards in adherence to IHG imposed systems and procedures and project requirements into practical departmental actions, named responsibilities, due dates and evidence.

· Coordinate operational input into redevelopment works, system implementation, procurement, training and pre-opening or conversion activity while minimising avoidable disruption to guests and employees.

· Track readiness, dependencies, risks, issues and overdue actions; report accurately to the Group General Manager and escalate barriers that cannot be resolved at hotel level.

· Support IHG reviews, certification activity, inspections and readiness meetings, ensuring that requested information and evidence are complete and reliable.

· Communicate change clearly to employees and help managers maintain engagement, accountability and service continuity throughout the transition.

People Leadership

· Lead, support and develop department heads, supervisors and hotel employees through regular communication, clear objectives, feedback and performance review.

· Oversee recruitment, induction, rotas, attendance, holidays, training and workforce deployment in line with budgets, business need and group procedures.

· Maintain accurate staffing lists, training records and role responsibilities, including arrangements for emergency and operational cover.

· Ensure employees complete mandatory, role-specific and Garner or IHG training and can demonstrate the required knowledge in practice.

· Address conduct, capability, grievance and employee-relations matters promptly and fairly, seeking guidance and approval through the agreed HR and management routes.

· Promote respectful conduct, confidentiality, inclusion, wellbeing and effective cooperation between departments.

Commercial and Financial Management

· Deliver the hotel's approved revenue, cost, payroll and operating performance objectives and explain material variances.

· Monitor occupancy, average rate, revenue, labour deployment, departmental costs, purchasing, wastage and other agreed performance measures.

· Work with the Group General Manager and relevant specialists on budgeting, forecasting, revenue management, sales activity and commercial opportunities.

· Apply purchasing and authorisation controls, verify expenditure and invoices within delegated limits, and prevent unauthorised commitments.

· Maintain appropriate controls for cash, payments, discounts, refunds, complimentary services, stock and other hotel assets.

· Develop appropriate local business, group, tour, event and wedding opportunities in line with the hotel's commercial plan and operational capacity.

Compliance Safety and Risk

· Ensure the hotel operates in accordance with applicable law, licences, insurance requirements, group policies, brand standards in adherence to IHG imposed systems and procedures and approved procedures.

· Maintain effective controls for fire safety, health and safety, food safety, security, data protection, safeguarding, accessibility and emergency response within the scope of the role.

· Ensure required inspections, tests, drills, risk assessments, training and records are completed at the correct frequency and that deficiencies are acted upon.

· Review incidents, accidents, near misses, complaints and compliance failures; take immediate protective action and escalate serious or unresolved matters without delay.

· Cooperate with regulators, emergency services, insurers, auditors and brand representatives through the authorised reporting route.

· Maintain business-continuity and emergency arrangements and ensure managers understand their duties during an incident.

Events Groups and Tours

· Oversee the operational planning and delivery of weddings, functions, meetings, group bookings and tours.

· Ensure contracts, function information, rooming details, staffing, food and beverage requirements, billing arrangements and guest communications are coordinated between departments.

· Review event and group performance, resolve service or payment issues and capture lessons for future activity.

Property Contractors and Suppliers

· Maintain oversight of hotel defects, maintenance priorities, planned works and operational equipment, escalating capital or safety-critical matters promptly.

· Coordinate contractors working on site so that access, permits, guest impact, safety controls, communication and completion evidence are properly managed.

· Manage supplier relationships within delegated authority, monitor service standards and value, and report significant performance or contractual concerns.

· Protect hotel property, equipment, stock, keys, access controls and confidential information.

Sales Marketing and Reputation

· Support the hotel's Sales and Revenue Manager and ensure operational teams can deliver the promises made to guests and clients.

· In conjunction with the Marketing Manager coordinate local content, social media activity and hotel communications with the ownership group's wider marketing arrangements.

· Maintain productive relationships with local partners, clients, suppliers and community contacts where this supports the hotel business.

· Protect the reputation of Garner South Devon Gateway, the ownership group, Garner and IHG through accurate communication, appropriate confidentiality and prompt handling of reputational risks.

Reporting and Management Controls

· Provide the Group General Manager with accurate and timely reports on operations, staffing, guest feedback, commercial performance, compliance, projects, risks and decisions required.

· Maintain live action, risk, issue, decision and evidence records for matters assigned to the hotel.

· Immediately report serious safety, legal, employee, financial, data, security, service or reputational concerns through the agreed escalation route.

· Implement agreed decisions and confirm completion rather than allowing actions to remain open without explanation.

Authority and Escalation

The Hotel Manager may make operational decisions and direct hotel employees within the authority, policies and budgets formally delegated to the role. The postholder must not commit the ownership group to expenditure, contractual terms, material staffing changes, public statements or changes to approved brand or redevelopment plans beyond that authority.

The following matters must be escalated promptly to the Group General Manager or other named authority:

· Immediate or significant risks to life, safety, legal compliance, licensing, insurance, data security or business continuity.

· Serious guest, employee, financial, safeguarding or reputational incidents.

· Material overspend, unbudgeted commitments, contract disputes or supplier failure.

· Delays, defects or dependencies that threaten redevelopment, brand conversion, certification or opening milestones.

· Decisions reserved to the ownership group, IHG, professional advisers or contractors.

Measures of Success

· Performance will be reviewed against agreed objectives and may include:

· Safe, lawful and controlled hotel operations with complete and current records.

· Guest satisfaction, complaint handling, service recovery and online reputation.

· Delivery of approved revenue, payroll, cost and productivity targets.

· Employee retention, attendance, training completion, performance and engagement.

· Departmental accountability and timely completion of management actions.

· Readiness for Garner and IHG requirements, systems, training, inspection and certification.

· Effective management of events, groups, tours, suppliers, maintenance and operational disruption.

· Accurate reporting and prompt escalation of risks, issues and decisions.

Person Specification

Area

Requirement

Status

Experience

Substantial management experience in a full-service hotel or similarly complex hospitality operation.

Essential

Experience

Proven responsibility for several operating departments and for leading managers or supervisors.

Essential

Experience

Experience of hotel openings, refurbishment, brand conversion, major operational change or an equivalent project.

Desirable

Operations

Strong working knowledge of front office, rooms, food and beverage, events, staffing and duty management.

Essential

Commercial

Ability to manage budgets, payroll, costs, forecasts and hotel performance information.

Essential

Compliance

Practical knowledge of hotel health and safety, fire safety, food safety, licensing, security and employment controls.

Essential

Leadership

A visible, fair and decisive leadership style with the ability to set standards, delegate and hold managers accountable.

Essential

Communication

Clear written and verbal communication, including reports, meetings, difficult conversations and change briefings.

Essential

Systems

Confident use of hotel systems and standard business software, with the ability to learn IHG systems and processes.

Essential

Brand

Previous experience with IHG, Garner or another branded hotel environment.

Desirable

Qualifications

Relevant hospitality, management or professional qualification.

Desirable

Availability

Able to work flexibly according to hotel needs, including evenings, weekends, bank holidays and emergency response arrangements.

Essential

Personal Qualities

· Calm and credible under pressure, with sound judgement and a willingness to take responsibility.

· Organised and disciplined in following through actions, records and agreed controls.

· Guest-focused without losing sight of safety, employee welfare, commercial limits or brand requirements.

· Able to lead through uncertainty and explain change honestly and practically.

· Collaborative with group colleagues and specialists while remaining accountable for hotel level delivery.

· Discreet and trustworthy when handling employee, guest, commercial and project information.

Working Arrangements

This is a senior operational role in a business that operates throughout the year. The Hotel Manager will be expected to work flexibly to meet business needs, maintain appropriate management coverage and respond to serious incidents. Specific hours, on-call arrangements, remuneration and contractual terms will be stated separately in the employment offer and contract. There is the potential for this to be a Live In position.

Review of the Role

This job description reflects the planned management structure and the hotel's current stage of redevelopment and brand transition. It will be reviewed as the operating model, IHG requirements and the ownership group's accommodation portfolio develop. Any material change to the role, reporting line or delegated authority will be discussed and confirmed through the appropriate process.

General Requirements

· Follow all lawful and reasonable instructions consistent with the level and purpose of the role.

· Comply with group and hotel policies, procedures, standards and codes of conduct.

· Maintain confidentiality and protect personal, commercial and brand information.

· Support equal opportunity and treat guests, employees, applicants and partners with dignity and respect.

· Undertake other duties reasonably associated with the role, provided that they are within the postholder's competence or supported by suitable instruction and training.

Pay: £45,000.00-£55,000.00 per year

Benefits:

• Employee discount
• Free parking
• On-site parking

Work Location: In person