Deputy General Manager

 

JOB TITLE:                              Deputy General Manager

REPORTING TO:                   General Manager

RESPONSIBLE FOR:           Senior Guest Service Manager

KEY LIAISON: All hotel staff & managers Hotel Guests External customers

 

SCOPE & MAIN PURPOSE

It is understood that that all Holiday Inn Express staff are multi-skilled and will work flexibly and will be expected to carry out a variety of duties within their working day through all areas of the hotel.

 

  • To deputize in the absence of the General Manager and be able to manage the hotel operation in their absence.
  • To work within the scope of the standards expected by the ‘Holiday Inn Express’ brand and STARBOARD HOTELS.
  • To be aware of the overall hotel objectives, how they relate to you and how your daily activities contribute to the success of the hotel.
  • To provide the highest levels of guest care at all times, and develop quality relationships with all business partners and work colleagues.
  • To be aware of all local events, all local competitors and to check their room and conference rates weekly to ensure the hotel maintains its competitive advantage and fair share of the market.
  • Manage and maintain a safe and secure environment for guests, employees and hotel assets by implementing and maintaining safety policies and procedures.
  • To actively manage Heartbeat responses and take actions as needed in front office procedures to ensure the ratings improve.
  • Manage and maintain a safe and secure environment for guests, employees and hotel Assets by implementing and maintaining safety policies and procedures.
  • To be effective in running the daily shift and be responsible for all activities within that shift concerning the team, visitors and guests.

 

KEY OBJECTIVES

  • To ensure that the hotel runs smoothly and be ultimately responsible for the day-to-day operation in the hotel.
  • To operate with a commercial focus and make business decisions designed to maximize revenue and profit.
  • To be actively involved in recognizing training needs and running training sessions to the teamChampion best practice in terms of recruitment, training, appraisal and development of the hotel team.
  • To lead by example and act as a role model for the hotel team.
  • Be actively involved in your own personal development to increase your own confidence and ability and to increase the hotel profit, and maximize on positive guest feedback.
  • Strive to be the best in what you do, taking care and pride in your work.
  • Be an integral part of the team in setting and achieving the overall hotel objectives.To be fully conversant in working areas of the hotel and able to operate the front office systems.
  • To promote the hotel at every opportunity to all local businesses to generate sales for the hotel and use every effort to sell or upsell the hotel facilities.
  • To ensure that all charges are correctly posted to guest bills following the standard procedure and ensure credit policies are maintained.
  • To assist in all financial aspects of the hotel.

 

MAIN DUTIES

  • Manage the day-to-day operation of the hotel to maximize revenue and to ensure superior service and product quality are maintained.
  • Ensure the completion of the shift handovers and shift checklistsTo carry out full training within the team and the inductions for all new staff.
  • To be a visible point of contact for hotel guests and visitorsTo take control in the event of a crisis.
  • To ensure the operation runs smoothly to minimize guest complaints and that the Heartbeat targets are met.
  • Analysis and understanding of Revenue Reporting.
  • To be fully conversant with the Hotel policy on:Fire & Evacuation proceduresSecurity proceduresHealth & safety policyFood hygiene standardsPersonnel & Training procedures.

 

QUALITY

  • To have a full understanding of The Express Brand standards and all areas of operation throughout the hotel, to enable you to assist in Reception, Bar, Kitchen, Housekeeping, Great Room dining, Conference rooms etc.
  • All conference rooms must be set for the next conference at all times to brand standard and refreshed during the day based on company standards of performance.
  • Understand the hotel fire and bomb procedure and act as a competent person in the event of an emergency. To fully understand the security procedures throughout the hotel.
  • To be able to carry out a risk assessment and train accordingly.
  • To ensure the product quality standards are met in all areas of the hotel as it relates to the appearance, levels of maintenance and cleanliness.
  • Maintain preventative maintenance schedules to protect the physical assets of the hotel.
  • To ensure that the telephones are answered promptly and correctly to maximise business and minimise guest frustrationTo ensure that all messages are correctly handled and processed to guest rooms immediately.
  • To maintain a high level of awareness of current hotel operations to be able to deal with telephone enquiries efficiently.
  • To remain focused on sales and standards.
  • To have a full understanding of the contractors policy.
  • To ensure the bar is set and ready to open at the correct time in accordance with licensing law and to serve guests as required.
  • To be able to take a conference booking.
  • To have an understanding of health and safety and basic food hygiene.
  • To be able to problem solve for self and others.
  • To be able to conduct a room check and audit for quality.
  • To constantly improve product knowledge to maximize revenue and service provided.
  • To ensure the product quality standards are met in all areas of the hotel as it relates to the appearance, levels of maintenance and cleanliness.
  • To help maintain the hotel, collect any litter, remove/report hazards.
  • To comply with brand, hotel and company operating standards.
  • To be fully conversant with the Hotel policy on:Fire & Evacuation proceduresSecurity proceduresHealth & safety policyFood hygiene standardsPersonnel & Training procedures.

 

PROFIT

  • To be aware of the hotel financial results, and how your performance & job activities impacts on the results.
  • To be able to conduct an effective show-round that concludes with a sale.
  • To be able to order goods for the hotel within the laid down guidelines.
  • To be able to manage overbooking and book out procedures.
  • To understand the importance of Holidex and be able to set or change the hotel selling strategy as instructed, and to be able to open/close rates and impose restrictions.
  • To take a positive approach towards upselling and to confidently promote the hotel.
  • To deal with cash, cheque and credit card transactions in accordance with the hotel policy and ensure the teamwork within the procedures.
  • Understand the daily denials report and liaise with SGSM on action to be taken.
  • Understanding the sales mix of the hotel and how each segment type can affect profit.
  • To understand the importance of the team in achieving the hotel budgeted occupancy and average room rate.Understand the hotel competitors and product offered and prices charges.
  • To be aware of the LNR accounts and work to maintain relationships.
  • To have a flexible approach to the hours you are required to work.
  • To have a clear understanding of the Revenue Suite of reports/templates and ensure reporting deadlines are adhered to using the correct format.

 

ALL EMPLOYEES

  • To participate in your annual review discussion and any subsequent conversations to review performance and objectives.To maintain the completion of your personal training record/development log/skills training.
  • To attend training when required.
  • To have a flexible approach to the hours you are required to work.
  • To be fully aware of and adhere to the health and safety regulations concerning your employment and promote and safe environment for yourself, your colleagues and our guests.
  • Due to the nature of our business this is by no means a complete listing of the responsibilities of the role and you may be asked to complete other duties as a result of a business need.

 

SPECIFICATIONS

  • Ideally to have worked in a customer service role for 12 months.
  • Hotel experience preferable and an advantage.
  • Able to work flexibly across the hotel, and able to see a job through to completion.
  • Able to manage others and have people management skills.
  • A clear communicatorExcellent oral and written and numeracy skills.
  • Fluent communicator in English, second language an advantage.
  • Able to work well under pressure.
  • Able to work well without supervision.
  • Computer literacy an advantage.
  • Within a reasonable traveling distance to the hotel and able to travel home at the end of a shift, able to travel to work to start the shift on time.
  • Team player.
  • Flexible and able to change/adapt to the needs of the business.
  • Able to provide personal/work references.
  • Honest & trustworthy.
  • Some background of working with financial data  and Food and beverage would be an advantage.

 

If you have what it takes to become number two in the hotel, send your CV to gm@hiexleeds.co.uk Or apply below.

We are a fun team to work for. We are waiting for you!