Mid-Level Hospitality Manager (SMB Hotel/Resort) Job Description Template

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Guest Service & Experience: Maintain exceptional guest service standards and ensure every guest feels welcome and cared for. Address guest needs, answer questions about hotel services/policies, and proactively resolve complaints or issues to uphold a positive guest experience

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Staff Management & Training: Hire, train, and supervise hotel staff (front desk agents, housekeeping, etc.), scheduling them effectively to meet operational demands. Provide ongoing coaching and performance feedback, and if necessary, discipline or dismiss staff to build a strong service-oriented team

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Daily Operations Oversight: Coordinate day-to-day operations across departments to ensure the property runs smoothly. This includes managing front-desk activities (reservations, check-ins/check-outs) and housekeeping schedules, and quickly resolving any operational problems or conflicts that arise during a shift

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Quality Control & Facility Upkeep: Conduct regular inspections of guest rooms, public areas, and amenities for cleanliness, maintenance, and overall appearance

. Ensure housekeeping meets high cleanliness standards and that any maintenance issues (e.g. broken equipment or safety hazards) are promptly addressed. Oversee inventory of supplies and linens, restocking as needed to keep the property well-stocked

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Budgeting & Financial Monitoring: Work within the hotel-s budget and revenue goals - help set budgets for departments, monitor expenses, and approve necessary purchases

. Track key metrics like occupancy rates and average daily rate, and review financial reports (daily revenue, monthly P&L statements) to identify areas for cost control or revenue improvement

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Guest Relations & Communications: Serve as a visible host and problem-solver for guests. Greet VIPs or handle special requests, and ensure that guest communications (in person, phone, email) are handled promptly and courteously. When issues occur, take ownership in communicating apologies and solutions to guests to maintain goodwill

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Policy Compliance & Safety: Enforce company policies, brand standards, and hospitality regulations on the property. This includes ensuring safety procedures (fire drills, food safety, COVID-related protocols if applicable) are followed by staff and that the hotel remains in compliance with local health, safety, and labor regulations. Provide training or reminders to staff on key compliance points as needed.

(Note: The exact mix of responsibilities can vary with hotel size and amenities - e.g. a larger full-service resort involves more complex operations, whereas a small 20-room inn-s manager may personally handle multiple roles .)

-Hospitality Operations Expertise: Solid understanding of hotel operations across front office, housekeeping, maintenance, and (if applicable) food & beverage. Knows standard operating procedures for guest check-in/out, reservations management, housekeeping schedules, and event coordination. Familiarity with service quality standards (e.g. room inspection checklists, guest service protocols) to effectively supervise and audit these areas . -Financial & Analytical Skills: Ability to interpret basic financial reports and metrics. Comfortable with budgeting, tracking occupancy and revenue, and analyzing profit margins or cost controls to improve profitability

. For example, the manager should understand how to calculate occupancy rates, average daily rate (ADR), and labor cost percentages, and use these to make informed decisions. -Technology Proficiency: Skilled in using common hospitality software and office tools. This includes Property Management Systems (PMS) such as Opera (or similar) for managing reservations and billing, Point-of-Sale systems for any on-site dining/retail transactions, and basic office software (e.g. Excel for schedules/reports, Word for SOP documents, Outlook/email for communications)

. The manager should be able to quickly learn new systems or digital tools as needed - from online booking channel managers to staff scheduling apps - to streamline operations. -Regulatory/Compliance Knowledge: Awareness of relevant legal and safety requirements in hospitality. For instance, knowledge of fire safety procedures, health department regulations for pool/spa or food service areas, and liquor laws if the property serves alcohol. Possession of or familiarity with industry certifications like ServSafe Food Protection Manager (for food-handling properties) or TIPS alcohol service training is a plus when those services are offered (ensuring compliance with food safety and responsible alcohol service standards).

-Communication & Customer Service: Excellent verbal and written communication skills are a must The manager listens actively to guest concerns and staff feedback, and communicates in a clear, professional manner. They can diplomatically handle difficult conversations (e.g. an angry guest, or giving constructive criticism to an employee) with empathy and tact. Strong customer-service orientation paired with hospitality demeanor (warm, friendly, patient) to make guests feel valued -Leadership & Teamwork: Effective leadership skills to motivate and guide a diverse team. This includes delegating tasks, setting clear expectations, and leading by example with a positive attitude. A successful hospitality manager fosters teamwork and collaboration, resolving conflicts among staff fairly and coaching employees to improve. They are approachable, an -excellent listener,- and able to build trust and morale within the team -Problem-Solving & Adaptability: Strong ability to think on their feet and solve problems in a fast-paced environment. Whether it-s a sudden maintenance emergency or a booking error, the manager stays calm under pressure and coordinates a quick, practical solution

. They can juggle multiple priorities (multitasking) and adapt to changing circumstances - for example, handling a surge of guests during a peak period while short-staffed, or adjusting plans due to a last-minute event change. Being organized and detail-oriented is key to not dropping any balls when multitasking -Conflict Resolution & Emotional Intelligence: High emotional intelligence to manage interpersonal situations. The manager can de-escalate upset guests by showing empathy and understanding, and also mediate conflicts between employees fairly. Patience and composure are essential, as hospitality work can involve dealing with frustrated guests or high-stress moments. The manager should remain courteous and solution-focused even when facing complaints or setbacks -Time Management & Work Ethic: Excellent time-management skills to prioritize tasks and ensure everything gets done on shift (from reviewing reports to meeting guests). They should also have the work ethic and stamina for the industry - hospitality often means long hours, weekends, holidays, and being on-call for emergencies

. A must-have soft skill is resilience: the ability to handle stress and keep a positive attitude through busy or difficult periods without burning out.

Hiring-for-Attitude (Culture and Values): -Guest-First Mentality: An innate attitude that -the guest always comes first,- as noted in one job profile

. The ideal candidate genuinely enjoys serving others and will go out of their way to make a guest-s day better. They take pride in creating positive experiences and view guest complaints as opportunities to win loyalty (rather than annoyances). This hospitality mindset can-t be faked - it-s shown by an applicant-s enthusiasm for helping people and their willingness to -go the extra mile- spontaneously. -Proactive Ownership: A sense of ownership and initiative in the role. Rather than waiting to be told what to do, the right candidate takes proactive steps to improve operations and prevent issues

. They show resourcefulness - for example, if they notice a process inefficiency or recurring complaint, they don-t just ignore it; they suggest and implement improvements. This -see it, solve it- attitude is critical in an environment where managers must think independently. -Positive & Welcoming Demeanor: A consistently positive, can-do attitude that sets the tone for the team. The manager should be warm and welcoming to guests and staff alike

, even on tough days. Negativity, ego, or impatience are red flags. Instead, hiring for attitude means looking for someone who is upbeat, gracious under pressure, and treats every person with respect. Their positivity can be contagious, helping build a friendly culture in the hotel. -Integrity and Reliability: Trustworthiness and a strong sense of responsibility. The manager handles cash, sensitive guest info, and employee issues, so integrity is non-negotiable. They should demonstrate honesty (e.g. admitting mistakes) and ethical behavior, as well as reliability - showing up on time, following through on commitments, and holding themselves accountable. A candidate with the right attitude takes personal responsibility for outcomes rather than pointing fingers. -Passion for Hospitality & Growth Mindset: Genuine passion for the hospitality industry and a desire to continue learning. This might be indicated by involvement in hospitality associations, continuous professional development, or simply an evident excitement when talking about past guest interactions. A growth mindset means they welcome feedback and strive to improve themselves and their team. They are -committed to personal and professional development- , signaling they will embrace training and evolve with the business.