Full-time
Accommodation can be offered on an adjusted rent.
Tasks
Lead and take responsibility for the on the ground Hotel operations, the teams within it and the guests.
The Assistant Manager will work across the multifaceted setting to develop and implement guest focused initiatives, enhancing their customer experience.
Requirements
Customer Service
- First point of contact and visible presence to the guests by delivering a high quality service to them at all times.
- Ensuring the hotel team are meeting the highest levels of service, building relationships with guests, championing their experience, taking on board their feedback and managing their expectations.
- Ensuring that issues are dealt with in an efficient and professional manner, whilst balancing the financial constraints of the business.
- To respond in a timely manner to any complaints made by guests ensuring that full details of both the complaint and the action taken are recorded.
- To provide support to guests in respect of ad hoc issues as they arise.
People Management
- To ensure the effective recruitment, management, and training of staff in accordance with Payman Club Human Resources policies.
- To undertake the day to day supervision of hotel staff to ensure the smooth running of the hotel.
- To monitor and evaluate hotel staff, to address performance issues as they arise, as well as encouraging the development of individuals to provide a pool of skilled and talented individuals able to deliver high quality services to guests.
- To monitor attendance, managing issues of absence as they arise to ensure that service levels are maintained and budgets adhered to.
- To ensure that the administrative processes associated with employment are carried out in line with company policy and all statutory obligations.
- To ensure that all staff within the hotel receive induction training in line with both local practice and Payman Club policies and procedures.
- To ensure that all staff within the hotel receive appropriate training in order to carry out their duties and responsibilities effectively and safely.
- To consult and inform staff regarding relevant issues within the hotel and the Company.
Finance
- To deliver all contractual services to guests within the parameters of the approved budget.
- To assist is promoting the sale of other services provided by Payman Club or any of its associated companies to guests.
Property
- To understand and comply with all the legal and other regulatory constraints involved in managing property.
- To plan and implement a programme of routine and preventative maintenance throughout the hotel.
- To ensure that an out of hours emergency maintenance service is available to guests as needed.
- To engage contractors where appropriate to carry out cost effective and high quality work.
- To manage the relationship with contractors to ensure adherence to Payman Club policies and procedures whilst they are working on site.
- To act in the best interests of the company to assist in sales.
- Through regular inspection ensure that a high quality environment is maintained throughout the hotel.
Health & Safety
- To be the designated person with overall responsibility for Health and Safety matters within the hotel.
- To ensure the provision of a safe environment for guests, staff and visitors.
- To comply with all legislative requirements and local and Companywide policies and procedures relating to Health and Safety at Work.
- To work collaboratively with any consultants appointed by Payman Club to provide advice and guidance on Health and Safety matters.
- To ensure the adequate recording and reporting of Health and Safety at Work in line with Company policies and Procedures and also with any statutory requirements.
Site Facilities
- To work collaboratively with other Retirement Villages staff to ensure that any development and/or redevelopment schemes are successfully implemented. This may involve attendance at Site Meetings and other similar meetings on behalf of the Management Company.
General
- To deliver an excellent customer experience.
- To be involved with the delivery of additional products and services
- To ensure that the Operations Executive is fully briefed on all matters relating to the running of the hotel on a regular basis.
- To prepare any reports, briefings or other documents which may from time to time be required by Senior Managers or Directors of the Company.
- To attend any such meetings and training courses as may be reasonably required, including where necessary overnight stays away from home.
- Such other duties as are commensurate with the post.
5 years plus experience in 3-4* hotels/within the hospitality sector in operational management capacity.
- Experience of direct people management of a team.
- Strong role model of excellent customer service.
- Confident leader who can empower teams to deliver to the highest standard for our residents by putting them at the heart of everything we do.
- Approachable and open manner – able to demonstrate empathy and a personable approach.
- Change agent who has experience of leading teams on a journey of continuous improvement.
- Have worked within a fast paced environment.
- Able to manage ambiguity well and turn it into action to provide clarity and direction.
- Ability to influence stakeholders at all levels to gain buy-in.
- Account management experience is essential- Good understanding of P&L and path to profit, pitfalls and opportunities.
- Comfortable making decisions and being able to think innovatively about solving problems.
