At Atour Hotel, excellence in guest experience, operational efficiency, and compliance is ensured by a skilled workforce across all departments. This manual provides a comprehensive guide to recruitment, responsibilities, hierarchy, and staffing requirements, suitable for HR operations, hiring, and UK Skilled Worker visa compliance.
1. FRONT OFFICE DEPARTMENT
The Front Office is the primary interface with guests, responsible for check-ins/check-outs, reservations, billing, guest relations, and coordination.
1.1 Front Office Executive / Receptionist Responsibilities:
1. Handle check-ins, check-outs, and guest registration accurately.
2. Manage reservations, cancellations, and billing efficiently.
3. Address guest queries, complaints, and special requests.
4. Coordinate with housekeeping and maintenance for room readiness.
5. Maintain accurate front desk records, cash handling, and confidentiality.
1.2 Guest Relations Officer Responsibilities:
1. Ensure personalized service and guest satisfaction.
2. Handle VIP arrivals, special requests, and preferences.
3. Resolve complaints promptly or escalate to management.
4. Collect guest feedback for service improvement.
5. Coordinate with other departments to ensure seamless guest experience.
1.3 Reservation Executive Responsibilities:
1. Process bookings via phone, email, and online channels.
2. Maintain accurate reservation data and room availability records.
3. Coordinate with sales for corporate and group bookings.
4. Ensure adherence to booking, cancellation, and payment policies.
5. Provide accurate information on rates, packages, and promotions.
1.4 Front Office Supervisor Responsibilities:
1. Supervise front desk operations during shifts.
2. Train, monitor, and evaluate front office staff.
3. Resolve operational issues and guest complaints.
4. Maintain adherence to brand and service standards.
5. Prepare shift reports and support operational audits.
1.5 Night Auditor Responsibilities:
1. Perform night audit procedures and reconcile accounts.
2. Verify guest billing, revenue data, and financial reports.
3. Handle late check-ins and overnight guest requests.
4. Ensure security and safety during night shifts.
5. Prepare daily revenue and audit reports for management.
1.6 Assistant Front Office Manager Responsibilities:
1. Support Front Office Manager in daily operations.
2. Supervise front desk staff, night auditors, and reservation executives.
3. Ensure compliance with guest service standards and operational procedures.
4. Handle escalated guest complaints in manager’s absence.
5. Monitor KPIs: occupancy, revenue, and guest satisfaction.
6. Coordinate with housekeeping and engineering for room readiness.
7. Prepare staff reports and assist with training programs.
1.7 Front Office Manager Responsibilities:
1. Oversee all front office operations, including reception, reservations, and guest relations.
2. Ensure staff delivers exceptional service according to brand standards.
3. Manage staff schedules, training, and performance appraisals.
4. Monitor occupancy, guest satisfaction, and revenue KPIs.
5. Resolve escalated guest complaints and operational issues.
6. Coordinate with housekeeping, F&B, and engineering departments.
7. Prepare reports for senior management review.
1.8 Reservations Manager Responsibilities:
1. Supervise the reservations team to ensure efficiency and accuracy.
2. Develop strategies to maximize room occupancy and revenue.
3. Maintain corporate, group, and individual booking records.
4. Coordinate with sales and marketing on packages and promotions.
5. Monitor reservations KPIs and team performance.
6. Train staff on system updates and policies.
7. Provide regular reports to Front Office Manager.
2. HOUSEKEEPING DEPARTMENT
Responsible for cleaning guest rooms, public areas, laundry management, and hygiene, maintaining hotel standards.
2.1 Housekeeping Attendant / Room Attendant Responsibilities:
1. Clean and maintain guest rooms to brand standards.
2. Replenish linens, amenities, and supplies.
3. Report maintenance issues promptly.
4. Follow safety and hygiene protocols.
5. Manage lost-and-found items accurately.
2.2 Public Area Cleaner Responsibilities:
1. Maintain cleanliness of lobbies, corridors, and restrooms.
2. Follow health and safety guidelines.
3. Handle cleaning equipment and chemicals safely.
4. Report hazards or damages.
5. Assist housekeeping during high occupancy or events.
2.3 Housekeeping Supervisor Responsibilities:
1. Allocate daily work schedules and room assignments.
2. Inspect guest rooms and public areas.
3. Train staff on procedures, hygiene, and safety.
4. Manage inventory of linen, supplies, and cleaning equipment.
5. Coordinate with Front Office for room readiness.
2.4 Laundry Assistant Responsibilities:
1. Operate washing, drying, and ironing equipment.
2. Sort, count, and store linen and uniforms.
3. Maintain cleanliness in laundry areas.
4. Report equipment issues promptly.
5. Follow chemical handling and safety protocols.
2.5 Linen & Uniform Controller Responsibilities:
1. Manage issuance and return of linens and uniforms.
2. Maintain accurate inventory and stock records.
3. Identify shortages and coordinate replacements.
4. Ensure proper storage and hygiene.
5. Prepare inventory and cost control reports.
2.6 Assistant Housekeeping Manager Responsibilities:
1. Support Executive Housekeeper in daily operations.
2. Supervise housekeeping staff and laundry team.
3. Ensure guest rooms and public areas meet cleanliness standards.
4. Conduct staff training and monitor performance.
5. Manage inventory and coordinate with other departments.
6. Handle guest complaints escalated from staff.
7. Prepare operational reports for management review.
2.7 Executive Housekeeper Responsibilities:
1. Oversee all housekeeping operations including laundry and public areas.
2. Develop cleaning schedules and SOPs.
3. Train, supervise, and appraise housekeeping staff.
4. Maintain inventory and control operational costs.
5. Ensure compliance with UK health and safety regulations.
6. Coordinate with Front Office on room availability.
7. Prepare monthly performance and quality reports.
2.8 Assistant Laundry Manager Responsibilities:
1. Assist Laundry Manager in managing operations.
2. Supervise laundry staff for efficient workflow.
3. Maintain stock control and monitor chemical usage.
4. Ensure hygiene and safety compliance.
5. Conduct preventive maintenance on equipment.
6. Train staff on SOPs and operational procedures.
7. Prepare operational reports for management.
2.9 Laundry Manager Responsibilities:
1. Supervise laundry operations and staff efficiency.
2. Ensure timely processing of linens and uniforms.
3. Maintain inventory and control chemical usage.
4. Ensure compliance with safety and hygiene standards.
5. Develop preventive maintenance schedules.
6. Train staff on operational efficiency and SOPs.
7. Prepare daily, weekly, and monthly reports.
3. FOOD & BEVERAGE DEPARTMENT
Responsible for restaurants, bars, banquets, in-room dining, and catering services, ensuring guest satisfaction and revenue generation.
3.1 Food & Beverage Service Associate / Waiter Responsibilities:
1. Deliver professional food and beverage service.
2. Take accurate orders and serve promptly.
3. Maintain cleanliness in dining areas and service stations.
4. Follow hygiene, safety, and licensing regulations.
5. Coordinate with kitchen staff for timely service.
3.2 Restaurant Supervisor Responsibilities:
1. Supervise daily restaurant operations.
2. Ensure adherence to service and brand standards.
3. Handle guest complaints and service recovery.
4. Train and mentor service staff.
5. Assist in scheduling and inventory control.
3.3 Banquet Service Associate Responsibilities:
1. Set up banquet halls and function areas.
2. Serve during conferences, weddings, and events.
3. Coordinate with kitchen and sales teams.
4. Maintain cleanliness before and after events.
5. Follow safety and service protocols during large gatherings.
3.4 Bar Attendant / Bartender Responsibilities:
1. Prepare and serve beverages professionally.
2. Maintain cleanliness and organization in bar areas.
3. Comply with UK alcohol licensing laws.
4. Monitor bar stock and report shortages.
5. Provide excellent guest service.
3.5 In-Room Dining Attendant Responsibilities:
1. Deliver food and beverages to guest rooms.
2. Ensure presentation meets standards.
3. Handle room service orders efficiently.
4. Report guest issues to department supervisors.
5. Maintain cleanliness of service trolleys and trays.
3.6 Assistant F&B Manager Responsibilities:
1. Support F&B Manager in daily operations.
2. Supervise restaurant, bar, banquet, and room service staff.
3. Ensure adherence to hygiene and service standards.
4. Monitor guest satisfaction and address complaints.
5. Assist in budgeting, inventory, and staff appraisals.
6. Coordinate with kitchen and events departments.
7. Prepare operational reports for management.
3.7 Assistant Restaurant Manager Responsibilities:
1. Assist Restaurant Manager in supervising operations.
2. Oversee staff schedules, performance, and training.
3. Monitor inventory, food cost, and wastage.
4. Resolve guest complaints professionally.
5. Ensure service standards are maintained.
6. Coordinate with chefs for menu planning.
7. Prepare daily and weekly operational reports.
3.8 Assistant Banquet & Events Manager Responsibilities:
1. Support Banquet & Events Manager in planning and execution.
2. Supervise banquet staff during events.
3. Ensure compliance with safety and hygiene protocols.
4. Coordinate with F&B, kitchen, and front office teams.
5. Monitor budgets and client requirements.
6. Resolve guest issues during events.
7. Prepare event performance and feedback reports.
3.9 F&B Manager / Director of F&B Responsibilities:
1. Oversee all F&B operations including restaurants, bars, banquets, and room service.
2. Develop operational strategies for revenue and guest satisfaction.
3. Manage budgets, cost controls, and procurement.
4. Recruit, train, and monitor departmental staff.
5. Ensure compliance with food safety, hygiene, and licensing regulations.
6. Coordinate with sales and events teams.
7. Prepare KPI, financial, and guest feedback reports.
4. KITCHEN / CULINARY DEPARTMENT
4.1 Commis Chef / Junior Chef Responsibilities:
1. Assist senior chefs in preparation and cooking.
2. Maintain kitchen cleanliness and organization.
3. Follow food hygiene and safety standards.
4. Assist in portion control and ingredient preparation.
5. Report kitchen equipment or supply issues.
4.2 Demi Chef / Line Cook Responsibilities:
1. Prepare menu items according to recipes and standards.
2. Assist Chef de Partie in section management.
3. Maintain hygiene, cleanliness, and ingredient storage.
4. Monitor stock levels and report shortages.
5. Maintain kitchen tools and workstations properly.
4.3 Chef de Partie Responsibilities:
1. Manage a specific section of the kitchen.
2. Supervise junior chefs and commis staff.
3. Prepare dishes to brand standards.
4. Ensure hygiene and safety compliance.
5. Assist senior chefs in menu planning.
4.4 Sous Chef / Assistant Kitchen Manager Responsibilities:
1. Support Executive Chef in operations.
2. Supervise kitchen staff and workflow.
3. Monitor food quality and portion control.
4. Assist in menu planning, costing, and procurement.
5. Ensure compliance with hygiene standards.
6. Handle escalated guest complaints.
7. Train kitchen staff on operational standards.
4.5 Executive Chef / Kitchen Manager Responsibilities:
1. Oversee all kitchen operations.
2. Develop recipes, SOPs, and kitchen protocols.
3. Supervise, train, and appraise staff.
4. Monitor kitchen budget, inventory, and food costs.
5. Ensure compliance with UK food hygiene regulations.
6. Coordinate with F&B management and service teams.
7. Innovate seasonal menus and specials.
4.6 Pastry Chef / Specialty Chef Responsibilities:
1. Manage dessert and pastry production.
2. Supervise junior pastry staff.
3. Maintain hygiene and storage standards.
4. Assist in menu planning and dessert creation.
5. Ensure proper portioning and presentation.
4.7 Kitchen Steward / Stewarding Staff Responsibilities:
1. Maintain cleanliness of kitchen and equipment.
2. Wash, store, and organize kitchen tools.
3. Dispose of waste safely.
4. Assist chefs during preparation if needed.
5. Ensure compliance with sanitation standards.
5. ENGINEERING & MAINTENANCE DEPARTMENT
Responsible for all hotel systems, preventive maintenance, safety, and operational efficiency.
5.1 Maintenance Technician / Engineer Responsibilities:
1. Perform daily maintenance checks on electrical, plumbing, HVAC, and mechanical systems.
2. Repair faults promptly to prevent operational disruption.
3. Maintain tools, equipment, and machinery.
4. Comply with safety and UK building regulations.
5. Document maintenance tasks and report to supervisors.
5.2 Engineering Supervisor Responsibilities:
1. Supervise maintenance staff and daily operations.
2. Schedule preventive maintenance tasks.
3. Ensure compliance with safety regulations and operational standards.
4. Report major faults to the Assistant Engineering Manager.
5. Train junior maintenance staff.
5.3 Assistant Engineering Manager Responsibilities:
1. Support Engineering Manager in overseeing all maintenance operations.
2. Supervise technicians and engineers.
3. Ensure preventive maintenance programs are implemented.
4. Monitor equipment performance and recommend replacements.
5. Prepare reports on maintenance activities and budgets.
6. Ensure compliance with UK safety and environmental regulations.
7. Handle emergency technical issues efficiently.
5.4 Engineering Manager Responsibilities:
1. Oversee all engineering and maintenance operations.
2. Ensure building systems, equipment, and infrastructure function optimally.
3. Manage departmental budget, procurement, and equipment lifecycle.
4. Supervise, train, and appraise staff.
5. Coordinate with other departments for operational efficiency.
6. Ensure compliance with UK safety and building regulations.
7. Report to General Manager on departmental performance.
6. SALES & MARKETING DEPARTMENT
Responsible for brand promotion, revenue generation, event sales, and market positioning.
6.1 Sales Executive Responsibilities:
1. Identify new business opportunities.
2. Maintain client relationships and handle inquiries.
3. Promote hotel services, packages, and events.
4. Coordinate with F&B and banquets for corporate bookings.
5. Prepare daily and weekly sales reports.
6.2 Marketing Executive Responsibilities:
1. Develop marketing campaigns and promotions.
2. Manage social media, online presence, and PR.
3. Collaborate with sales for campaigns and packages.
4. Monitor market trends and competitor activities.
5. Prepare reports on marketing performance.
6.3 Assistant Sales & Marketing Manager Responsibilities:
1. Support Sales & Marketing Manager in achieving revenue targets.
2. Supervise sales and marketing teams.
3. Monitor lead generation, client follow-ups, and campaign effectiveness.
4. Assist in pricing strategies and promotional planning.
5. Prepare weekly and monthly reports for management.
6. Coordinate with F&B and events for corporate and group bookings.
7. Conduct staff training on sales and marketing techniques.
6.4 Sales & Marketing Manager Responsibilities:
1. Develop and implement strategies to maximize revenue and market share.
2. Oversee corporate, group, and individual sales operations.
3. Manage marketing campaigns, branding, and promotions.
4. Supervise and mentor team members.
5. Monitor KPIs, revenue targets, and client satisfaction.
6. Coordinate with hotel management and operational departments.
7. Prepare monthly, quarterly, and annual reports for the General Manager.
7. HUMAN RESOURCES DEPARTMENT
Responsible for recruitment, training, payroll, compliance, employee relations, and HR strategy.
7.1 HR Executive / HR Assistant Responsibilities:
1. Assist in recruitment and onboarding processes.
2. Maintain employee records and HR documentation.
3. Support payroll and benefits administration.
4. Coordinate training and development programs.
5. Handle routine HR queries from employees.
7.2 HR Supervisor Responsibilities:
1. Supervise HR staff and daily operations.
2. Ensure compliance with labor laws and internal policies.
3. Assist in performance management and appraisals.
4. Monitor employee engagement and retention programs.
5. Prepare HR reports for management review.
7.3 Assistant HR Manager Responsibilities:
1. Support HR Manager in all HR functions.
2. Supervise HR team and recruitment activities.
3. Assist in training, development, and compliance initiatives.
4. Handle employee grievances and disciplinary actions.
5. Prepare HR analytics and reports for senior management.
6. Coordinate with department heads on staffing needs.
7. Ensure adherence to UK labor laws and visa requirements.
7.4 HR Manager Responsibilities:
1. Oversee all HR functions including recruitment, payroll, and employee relations.
2. Develop HR strategies aligned with business objectives.
3. Ensure compliance with UK labor laws and hotel policies.
4. Supervise, train, and appraise HR staff.
5. Handle senior-level grievances and disciplinary actions.
6. Prepare reports on workforce metrics, retention, and recruitment.
7. Advise General Manager on HR strategy and policies.
8. ACCOUNTS & FINANCE DEPARTMENT
Responsible for financial management, budgeting, reporting, and regulatory compliance.
8.1 Accounts Executive / Assistant Accountant Responsibilities:
1. Maintain financial records and bookkeeping.
2. Process invoices, payments, and receipts.
3. Prepare financial statements and reports.
4. Monitor accounts payable and receivable.
5. Ensure compliance with accounting standards.
8.2 Finance Supervisor Responsibilities:
1. Supervise accounts staff and daily operations.
2. Monitor cash flow, budgets, and expenditures.
3. Ensure accurate financial reporting and reconciliation.
4. Support audits and regulatory compliance.
5. Prepare monthly and quarterly financial summaries.
8.3 Assistant Finance Manager Responsibilities:
1. Support Finance Manager in financial planning and analysis.
2. Supervise finance and accounts team.
3. Monitor budgets, forecasts, and expenditure control.
4. Prepare management accounts and reports.
5. Ensure compliance with UK tax and financial regulations.
6. Assist in internal and external audits.
7. Provide financial guidance to department heads.
8.4 Finance Manager / Accounts Manager Responsibilities:
1. Oversee all finance and accounting operations.
2. Develop financial strategies, budgets, and forecasts.
3. Ensure compliance with statutory requirements and accounting standards.
4. Supervise, train, and appraise finance staff.
5. Prepare reports for senior management on financial performance.
6. Manage audits, taxation, and regulatory compliance.
7. Advise General Manager on financial planning and risk management.
9. SECURITY DEPARTMENT
Responsible for guest safety, property security, emergency preparedness, and regulatory compliance.
9.1 Security Guard Responsibilities:
1. Monitor hotel premises and control access.
2. Patrol assigned areas and prevent unauthorized activities.
3. Respond to emergencies and incidents promptly.
4. Report security breaches to supervisors.
5. Assist guests and staff in safety procedures.
9.2 Security Supervisor Responsibilities:
1. Supervise security personnel and daily operations.
2. Conduct risk assessments and implement safety measures.
3. Ensure compliance with health, safety, and fire regulations.
4. Prepare incident reports and maintain records.
5. Coordinate with local authorities for emergencies.
9.3 Assistant Security Manager Responsibilities:
1. Assist Security Manager in overall security operations.
2. Supervise guards and security staff.
3. Monitor CCTV and alarm systems.
4. Conduct safety drills and training programs.
5. Prepare reports and maintain compliance documentation.
6. Respond to high-level security incidents.
7. Implement preventive security measures.
9.4 Security Manager Responsibilities:
1. Oversee all security operations for the hotel.
2. Develop and implement security policies and SOPs.
3. Ensure compliance with UK safety and fire regulations.
4. Supervise security team performance and training.
5. Coordinate emergency preparedness and response plans.
6. Prepare security reports for General Manager.
7. Liaise with law enforcement and regulatory authorities.
10. SPA & LEISURE DEPARTMENT
Responsible for guest wellness, spa services, fitness, and recreational activities.
10.1 Spa Therapist / Masseuse Responsibilities:
1. Provide professional spa treatments and therapies.
2. Maintain hygiene and safety standards.
3. Advise guests on wellness programs.
4. Monitor inventory of spa products.
5. Report guest feedback and issues.
10.2 Fitness Instructor / Trainer Responsibilities:
1. Conduct fitness sessions for guests.
2. Maintain gym equipment and cleanliness.
3. Ensure guest safety during exercises.
4. Develop personalized fitness plans.
5. Monitor guest satisfaction and report issues.
10.3 Assistant Spa & Leisure Manager Responsibilities:
1. Assist Spa & Leisure Manager in daily operations.
2. Supervise spa, gym, and recreational staff.
3. Monitor guest satisfaction and service quality.
4. Manage inventory of spa and gym equipment.
5. Prepare operational and performance reports.
6. Implement wellness and promotional programs.
7. Ensure compliance with health and safety regulations.
10.4 Spa & Leisure Manager Responsibilities:
1. Oversee all spa, fitness, and leisure operations.
2. Develop wellness programs and guest activities.
3. Supervise, train, and appraise staff.
4. Monitor budget, inventory, and cost control.
5. Ensure compliance with health, safety, and hygiene standards.
6. Coordinate with F&B and Front Office for guest services.
7. Prepare reports for senior management and plan promotional campaigns.
ORGANIZATIONAL STRUCTURE
Atour Hotel follows a hierarchical structure, with clear reporting lines for efficient operations:
• General Manager → Oversees all departments.
• Department Heads / Managers → Report to GM.
• Assistant Managers → Support departmental managers.
• Supervisors → Monitor daily operations.
• Staff / Executives / Associates → Execute operational tasks.
RECRUITMENT & HR PROCESS
1. Job postings for all positions are published via company website, and recruitment agencies.
2. Shortlisting based on qualification, experience, and competency.
3. Structured interviews (technical and behavioral).
4. Verification of UK work eligibility and Skilled Worker visa compliance.
5. Onboarding with orientation, training, and policy briefings.
6. Probation and appraisal cycles as per company policy.
7. Continuous training and development for career growth and service excellence.
For any support, please reach out to us. careers@atourhotel.uk