Job Description
JOB TITLE Deputy General Manager
DEPARTMENT Management
REPORTS TO General Manager
RESPONSIBLE FOR All Hotel Operations
Job Purpose
To assess, evaluate and ensure that long-term and short-term goals of all hotel operations are met. To direct and manage all hotel activities to maximize revenue, profitability, and quality goals by developing and executing up-selling strategies, controlling costs, and providing quality service and products to all guests. To foster and develop effective colleague relations within all hotel departments.
Main Duties & Responsibilities
* To take responsibility for all Hotel Operations. Ensuring all Heads of Department manage their areas efficiently and effectively at all times.
* To plan the labour resource effectively (rosters) to meet the service criteria set for each department encompassing training, supervision, and forecasting in line with the business needs of the hotel.
* To ensure all managers and colleagues are coordinating and utilizing colleagues to best effect through careful roster monitoring, distribution of colleagues, etc.
* Familiarize yourself with departmental stock takes. Ensure monthly stock takes are completed in each of the departments in a timely fashion and that they are accurate, carrying out spot-checks.
* To have responsibility for Departmental budgets, familiarizing yourself with them and ensuring Managers are keeping in line with set budgets.
* To be responsible for monitoring guest feedback and using this data for continuous service improvement and ongoing training.
* To achieve guest satisfaction and budgetary goals by continually supervising and monitoring the numerous hotel operations.
* To be responsible for the audit of service levels and quality on a regular basis and develop and implement strategies to improve results in the areas of guest service and efficiency.
* To monitor present and future trends, practices, and systems in the industry to ensure that the operations are competitive in the marketplace.
* To ensure department managers are fully familiar with Event Sheets and that all necessary preparations have been carried out for the day's, week's business.
* To challenge Managers within their departments to achieve optimum sales. To control and analyze departmental costs in cooperation with HODs taking action to control negative deviation.
* To ensure achievement of targeted gross profit margins.
* To deal with guest comments, both compliments and complaints in a professional manner and to develop strategies to improve the level of service. Always updating guest history with the guest comments and action taken.
* To conduct regular hygiene inspections and ensure maximum hygiene standards are adhered to.
* To assist Head Chef with the Environmental Health Officer and ensure a timely follow-up is completed from any inspections.
* To be proficient and familiar with all hotel departments.
* To ensure departmental managers are training their colleagues to the required standards. If not, that the appropriate action is taken.
* To assist managers annually with setting their departmental budgets and ensuring these budgets are achieved throughout the year.
* To challenge managers to maximize sales through promotions, suggestive selling, and upselling. That the up-selling culture is passed to all colleagues.
* To communicate daily with department Managers, ensuring they are carrying out their management responsibilities and duties to the standards required.
* To monitor purchasing practices to ensure maximum quality at the lowest possible price.
* To monitor relevant department activities regarding discounts, deposits, voids, billing instructions, and compliance with The Heritage's credit policy.
* To control and ensure updates to systems, tills, etc. as necessary with regard to menu, pricing, package changes, etc.
* To regularly evaluate pricing in line with competition and any relevant price increases.
* To manage and action all quality inspections to achieve success for the hotel.
* To act as a participant in the Executive Committee, contributing to the monthly meetings with HODs.
* To participate where necessary and ensure relevant weekly/daily/monthly meetings take place.
* To manage the activities of the Maintenance colleagues ensuring they are efficient and productive at all times.
* To take overall responsibility for the coordination of any special or large event ensuring colleagues work together as a team to achieve maximum success.
* To act as a salesperson for the hotel, constantly looking at new sales opportunities and ensuring the hotel is sold effectively by the team to achieve budgeted revenue, occupancy, and average rate.
HUMAN RESOURCE MANAGEMENT
To at all times maintain and promote all HR policies and procedures.
To ensure Heads of Department comply with Human Resources policies and procedures.
LAWS, REGULATIONS & POLICIES
* To ensure that all Hotel Operations follow all applicable laws, hotel policies, procedures, and corporate standards.
* To be fully conversant with current laws relating to the industry.
COLLEAGUE RELATIONS
* To foster and develop effective colleague relations within all departments.
* To utilize effective internal communication, including daily briefings and regular departmental meetings, to maximize teamwork and productivity.
* To look for ways to motivate and challenge colleagues.
MISCELLANEOUS
* To ensure all reporting and servicing deadlines are met on a timely basis.
* To attend meetings and training as required by the Hotel General Manager.
* To assist colleagues to perform similar or related jobs when necessary.
* To ensure guest satisfaction by attending to their requests and inquiries courteously and efficiently.
* To accept a flexible work schedule necessary for uninterrupted service to guests.
* To perform Duty Management shifts as rostered.
#J-18808-Ljbffr