Hospitality manager (L4)
Hospitality manager - Conference & Events Management (Level 4)
Working across a variety of organisations focusing on ensuring excellent customer experience.
SOC 2020 code
Level 4 RQF
Details of standard
Hospitality manager
Summary:
Hospitality managers work across a huge variety of organisations including bars, restaurants, cafés, conference centres, banqueting venues, hotels and contract caterers. These managers generally specialise in a particular area, however their core knowledge, skills and behaviours are aligned. Common to all managers in this role is their passion for exceeding customers’ expectations. Hospitality managers have a high level of responsibility and are accountable for fulfilling the business vision and objectives which requires excellent business, people and customer relation skills. Individuals in this role are highly motivated team leaders that combine a talent for management and specific industry skills and thrive on the customer facing nature of the role.
Typical job titles include:
Food and Beverage Manager
Food and Beverage Managers oversee the delivery of business standards across various settings, including bars, restaurants, cafés, conference centres, banqueting venues, hotels, and contract catering operations. They ensure consistent quality, customer satisfaction, and financial performance.
Housekeeping Manager
Housekeeping Managers are responsible for maintaining high standards of cleanliness and presentation in establishments such as hotels, serviced apartments, hostels, and conference venues. They ensure that guest areas and public spaces are clean, fresh, and welcoming at all times.
Front Office Manager
Front Office Managers lead the reception and guest services functions, managing front desk teams, night staff, and porters. They ensure efficient reservations, check-ins, and check-outs, delivering a seamless guest experience in hotels, resorts, and conference centres.
Revenue Manager
Revenue Managers develop and implement pricing and sales strategies to maximise overall business revenue. Their role spans multiple areas, including rooms, conferences, events, and food and beverage, using data analysis to optimise performance and profitability.
Conference and Events Manager
Conference and Events Managers plan and deliver a variety of functions such as corporate conferences, conventions, weddings, and banquets. They coordinate with multiple departments to ensure each event runs smoothly, meeting diverse customer needs and expectations.
Hospitality Outlet Manager
Hospitality Outlet Managers oversee operations in retail-style hospitality settings like quick service restaurants, coffee shops, or sandwich outlets. They focus on maintaining efficiency, consistency, and high-quality customer service in fast-paced environments.
Kitchen Manager (Head Chef)
Kitchen Managers or Head Chefs take full responsibility for food preparation, cooking, and service in busy or complex catering environments. They manage procurement, stock, budgets, and food safety, ensuring consistency, quality, and compliance with business standards.
Multi-Functional Manager
Multi-Functional Managers handle multiple operational areas within a hospitality business. They balance responsibilities across departments such as restaurants, bars, banqueting, and events, ensuring all business objectives are met through strong leadership and coordination.
Employers involved in creating the standard:
Hilton, Mitchells and Butler, The Spirit Pub Company, Compass Group UK&I, PGL, McDonald’s UK, Hospitality SME consortium led by the Lancaster London, Red Carnation Hotels, Frederic Robinson, Barchester Healthcare, Whitbread, SSP, KFC UK, Greene King, Brend Hotels, Institute of Hospitality, Royal Academy of Culinary Arts, British Institute of Innkeeping, British Beer & Pub Association, People 1st
Core Competence:
Business
Knowledge (Know it)
Understand how to use operating models to achieve the business vision and objectives.
Know how to manage finance, identify income streams and cost centres, and minimise waste or loss.
Understand business strategy, key competitors, and how the business fits within the wider hospitality industry.
Identify available management information and understand how to analyse and use it for business improvement.
Know standard business operating procedures and their consequences.
Understand business patterns (peaks and troughs) and factors influencing them such as seasons or events.
Understand how technology supports product and service delivery.
Understand environmental, legislative, and social responsibilities and their impact on operations.
Skills (Show it)
Apply operating models and develop action plans that achieve business objectives.
Monitor and manage income, costs, and resources; use forecasting to set targets and support improvement projects.
Communicate business strategy effectively to teams, ensuring alignment and collaboration.
Analyse sales, productivity, and performance data to make informed decisions.
Implement operational processes and procedures in line with business standards.
Monitor business trends to create accurate forecasts and effective contingency plans.
Maximise the use of technology to enhance business outcomes.
Continuously monitor compliance with legislation and adapt processes accordingly.
Behaviours (Live it)
Inspire others to pursue business objectives with commitment and energy.
Demonstrate financial awareness and accountability; actively discourage waste.
Share information openly to promote growth and transparency.
Make sound, evidence-based decisions.
Promote adherence to business standards and processes.
Think ahead, show initiative, and act resourcefully.
Use technology responsibly and stay curious about new innovations.
Advocate for ethical and lawful practices in all business operations.
People
Knowledge (Know it)
Understand how to identify potential risks to people and operations and plan to minimise their impact.
Know how to develop and deliver a people strategy covering recruitment, induction, development, and succession.
Understand methods of communication, engagement, and motivation for diverse teams.
Understand employer responsibilities and the parameters within which the business operates.
Skills (Show it)
Identify, assess, and manage risks through proactive planning and team empowerment.
Apply talent management and succession planning aligned with business goals.
Communicate effectively, providing coaching and support to optimise team performance.
Manage people performance, development, and capability in line with policy and procedures.
Behaviours (Live it)
Be proactive and solution-focused in managing risks and challenges.
Commit to self-improvement and promote a culture of continual learning.
Lead with empathy and professionalism, inspiring pride and accountability in others.
Empower team members to make informed decisions with appropriate support.
Customers
Knowledge (Know it)
Understand the customer journey and how to meet or exceed expectations while maintaining business standards.
Know the impact of service failure and how to implement service recovery strategies.
Understand how customer feedback drives competitive advantage.
Know how to identify, support, and evaluate hospitality marketing and sales strategies.
Understand brand values, positioning, and how to represent them effectively.
Skills (Show it)
Monitor customer satisfaction and implement improvements.
Develop and execute effective service recovery processes.
Analyse and act upon customer feedback to enhance experiences.
Evaluate and refine marketing and sales initiatives based on performance data.
Manage targeted brand promotions and ensure consistent delivery.
Behaviours (Live it)
Promote a customer-centred culture throughout the business.
Lead teams to respond promptly and positively to service challenges.
Encourage staff to seek and act upon customer feedback.
Demonstrate enthusiasm for the brand, inspiring loyalty and advocacy.
Uphold brand reputation and create lasting positive customer experiences.
Leadership
Knowledge (Know it)
Understand leadership and management styles suitable for the hospitality sector.
Know how to lead and manage change effectively, anticipating stakeholder impact.
Understand the importance of fostering diversity, inclusivity, and social responsibility.
Skills (Show it)
Apply a range of leadership and management techniques to motivate and inspire teams.
Lead change initiatives that align with strategic goals and manage their effects on people and processes.
Support diverse and inclusive working practices and ensure fair treatment across all operations.
Behaviours (Live it)
Create a high-performance culture built on trust and motivation.
Promote a positive, adaptable attitude toward change.
Lead by example—show empathy, fairness, and professionalism.
Act as a role model for diversity, inclusion, and ethical leadership.
Competence for Food and Beverage Service Management
Knowledge (Know it)
Know the key ingredients, preparation, cooking, and service methods for menu items, and be able to communicate this information effectively to team members.
Understand the principles and benefits of food and beverage pairing to enhance customer satisfaction and increase sales.
Understand how to design menus strategically to maximise profitability, incorporating seasonal promotions, themed events, and brand identity.
Understand different styles of food and beverage service (e.g. à la carte, buffet, banqueting, fine dining) and when each is most effectively applied.
Understand the operational and financial importance of effective management and maintenance of food service equipment, accompaniments, and beverage products.
Skills (Show it)
Supervise and manage food and beverage service operations to consistently meet business and brand standards, ensuring quality in service delivery, staff performance, facilities, and equipment.
Design and implement menus and beverage offers that complement each other and maximise revenue opportunities, such as themed drinks menus or seasonal special offers.
Manage the storage, handling, and maintenance of service equipment, accompaniments, and beverage stock to ensure optimal quality, efficiency, and profitability.
Provide accurate product knowledge and recommendations to customers and team members, supporting upselling and customer engagement.
Monitor and evaluate service delivery, identifying areas for improvement in menu presentation, beverage pairing, and customer experience.
Behaviours (Live it)
Demonstrate passion and pride in delivering high-quality food and beverage products and service.
Promote a culture of excellence and professionalism in all aspects of food and beverage operations.
Encourage creativity and enthusiasm among team members in presenting and promoting menu and beverage innovations.
Take accountability for maintaining high operational standards, ensuring consistency, safety, and customer satisfaction.
Lead by example through enthusiasm for great food, beverages, and service that enhances the business reputation and profitability.
Competence for Housekeeping Management
Knowledge (Know it)
Understand how to monitor cleanliness, presentation, and productivity within an establishment and identify opportunities for improvement.
Know the requirements for current and forecast linen stock and other housekeeping supplies, and how to manage them effectively to meet demand.
Understand how to identify, prioritise, schedule, and implement maintenance or repair work in ways that minimise disruption to customers and other business areas.
Skills (Show it)
Monitor cleanliness, presentation, and productivity, identifying trends and implementing improvements to enhance the housekeeping service and maintain business style and standards.
Track and manage the use of housekeeping supplies and linen on- and off-site, maintaining adequate stock levels, minimising loss, and reducing waste.
Determine the need for and schedule maintenance or repair work, ensuring minimal impact on customers and overall business operations.
Behaviours (Live it)
Actively seek innovative ideas to improve the physical presentation of the establishment within business constraints.
Promote pride in cleanliness and presentation among team members.
Maintain a proactive and organised approach to service excellence.
Competence for Front Office Management
Knowledge (Know it)
Understand how to allocate and manage rooms effectively to maximise revenue and meet or exceed customer expectations.
Understand how to monitor the effectiveness of reception and reservation systems and identify areas for improvement.
Skills (Show it)
Manage the availability and sale of rooms and facilities to optimise revenue and ensure customers’ individual needs are met.
Analyse reception and reservation system performance, identifying and implementing improvements such as reducing guest waiting times or minimising check-in/check-out congestion.
Behaviours (Live it)
Demonstrate consistently high personal standards of presentation and conduct.
Lead by example, instilling professionalism, courtesy, and service excellence in the front-office team.
Competence for Revenue Management
Knowledge (Know it)
Identify information relevant to the reservations process and understand how to analyse and use it to drive revenue generation.
Understand how to gather reliable competitor performance data and make informed business and industry comparisons.
Understand the principles and importance of effective yield management.
Know how to collaborate with other managers to forecast potential revenue performance.
Skills (Show it)
Analyse and interpret complex business and market data, producing actionable insights for revenue optimisation.
Monitor and compare business performance against competitors to inform strategy.
Implement yield management techniques to balance pricing, demand, and profitability.
Collaborate with other managers to forecast revenue performance and develop cross-departmental strategies.
Behaviours (Live it)
Demonstrate commercial awareness and a proactive approach to identifying revenue opportunities.
Maintain a results-driven and analytical mindset.
Show strategic thinking in decision-making and cross-functional collaboration.
Competence for Conference and Events Management
Knowledge (Know it)
Understand how to plan and implement multiple events efficiently to ensure optimal allocation and use of resources.
Know how to track, analyse, and forecast enquiries to meet expected business levels.
Understand how to develop and maintain strong working relationships with suppliers, exhibitors, and stakeholders, recognising their importance to business success.
Skills (Show it)
Manage the planning, organisation, and delivery of multiple simultaneous events to achieve business objectives.
Track and analyse event enquiries to ensure resource alignment with forecasted demand.
Build and maintain professional relationships with suppliers, exhibitors, and stakeholders to ensure smooth event operations.
Behaviours (Live it)
Demonstrate exceptional organisational and problem-solving skills.
Anticipate challenges and resolve them swiftly to ensure stakeholder satisfaction.
Maintain professionalism, adaptability, and collaboration across event operations.
Competence for Hospitality Outlet Management
Knowledge (Know it)
Understand how to manage the delivery of on- and off-site sales of goods and products to achieve business goals.
Understand how to monitor food production processes to ensure quality standards and identify areas for improvement.
Understand how to manage cleanliness, maintenance, and repair work to minimise disruption to customers.
Skills (Show it)
Manage and oversee both on-site and off-site sales operations to meet targets and uphold brand standards.
Supervise food production to ensure compliance with safety, quality, and brand specifications.
Maintain the cleanliness and presentation of the outlet, scheduling and managing maintenance, repairs, and refurbishments effectively.
Behaviours (Live it)
Actively seek opportunities to enhance commercial presentation and sales performance.
Lead by example in maintaining a clean, welcoming, and efficient outlet.
Promote continuous improvement and operational excellence within the team.
Competence for Kitchen Management
Knowledge (Know it)
Understand the procurement process for food ingredients and commodities, including purchasing specifications and standardised menu preparation systems.
Understand the requirements and maintenance needs of kitchen equipment, including training and monitoring staff on safe and effective use.
Understand legislative requirements for food safety systems and how to plan and implement them with minimal operational disruption.
Skills (Show it)
Train and manage kitchen teams to ensure timely, consistent, and high-quality food production that meets customer and business expectations.
Manage kitchen resources and equipment in compliance with legislative and operational standards, scheduling maintenance and servicing efficiently.
Administer food safety systems, ensuring all documentation, monitoring, and training are conducted according to legal and business standards.
Behaviours (Live it)
Lead with passion and pride in culinary excellence.
Foster teamwork, discipline, and efficiency in the kitchen environment.
Uphold the highest standards of food safety, quality, and operational consistency.
Competence for Multi-Functional Management
Knowledge (Know it)
Understand the interdependence of different hospitality functions and how to plan and manage team resources across departments to deliver products and services effectively.
Understand how customer needs and team skills vary across functions, and the implications for business performance, service quality, and customer satisfaction.
Recognise the impact of multi-functional planning on customer experience, team performance, and long-term business objectives.
Skills (Show it)
Plan, manage, and evaluate the work of teams and the use of resources across multiple hospitality functions.
Think strategically when allocating people and tools to maximise operational efficiency and service delivery.
Lead multi-functional collaboration, ensuring the right resources are deployed at the right time to meet business and customer needs.
Behaviours (Live it)
Adapt to changing customer, team, and business demands with flexibility and foresight.
Promote cross-functional cooperation and innovation in operations.
Take ownership of business outcomes and demonstrate strategic leadership across all functions.