A real shift
Morning meeting with heads of department, a check on arrivals, VIPs and overbookings, then rota, training and complaint escalation. Evenings often mean staying on when a big group lands late.
Skills that matter
- Rota and labour cost control
- Coaching a young team
- Inventory and overbooking judgement
- Guest recovery and compensation decisions
- Systems knowledge across PMS and channel manager
- Reporting to the GM
Qualifications
- Level 3 Hospitality Supervisor or Level 4 Hospitality Manager apprenticeship
- IoH membership; degree in hospitality management helps but is not essential
- Internationally: AHLEI Certified Rooms Division Executive, Swiss hotel school diplomas
Where it leads
- Front office manager
- Rooms division manager
- Hotel manager
- Guest experience manager
What we'd ask on the show
- Who gets the upgrade, and why
- The overbooking maths nobody tells guests about
- Managing a front desk of twenty-year-olds through a heatwave