Assistant General Mgr- Protea Hotel Fire

2 weeks ago

Pretoria, Gauteng, South Africa Marriott International, Inc Full time

Job Number

Job Category Rooms & Guest Services Operations

Location Protea Hotel Fire & Ice Pretoria Menlyn, Summit Place Precinct, Menlyn, Pretoria, Gauteng, South Africa VIEW ON MAP

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

JOB SUMMARY
Functions as a Business
Leader for the property with a 'hands-on' approach. Acts as the second in charge in the absence of the General Manager.

The position has responsibility for all aspects of Food & Beverage, Security, Maintenace, Culinary, Reservations, Sales and Marketing and Rooms Operations including guest and employee satisfaction.

The Assistant General Manager assists the General Manager in leading the development and implementation of property-wide brand strategy initiatives.

CANDIDATE PROFILE

Education and Experience

  • 2year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 6 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
OR

  • 4year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

CORE WORK ACTIVITIES

Managing Profitability

  • Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.
  • Analyzes service issues and identifies trends.
  • Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
  • Works with hotel management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution.

Managing Food and Beverage and Rooms Operations

  • Conducts quarterly Food & Beverage audits in accordance with SOPs to ensure the Food & Beverage budget meets targets; reviews results with the General Manager and taking corrective action as necessary.
  • Coordinates all Food & Beverage functions and communication.
  • Conducts quarterly Rooms Operations audits in accordance with SOPs to ensure the Rooms Operations budget meets targets; reviews results with the General Manager and taking corrective action as necessary.

Managing Property Operations and Department Budgets

  • Conducts walkthrough to confirm the building is well maintained and guest areas have an atmosphere that meets or exceeds expectations.
  • Motivates team to achieve operational excellence; encouraging calculated risktaking.
  • Maintains profit margins without compromising guest or employee satisfaction.
  • Maintains the property as a safe and secure facility for guests and employees.

Managing the Guest Experience

  • Fosters employee commitment to providing excellent service, hosts/participates in daily standup meetings and models desired service behaviors in all interactions with guests and employees.
  • Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.
  • Attends pre
- and post-convention meetings to establish relationship with customer, understands group needs, sets and manages expectations.

  • Incorporates guest satisfaction as a component of staff/operations meetings.
  • Reviews guest satisfaction results and other data to identify areas of improvement; takes corrective action as appropriate.
Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.

  • Responds to and handles guest problems and complaints.
  • Is responsible for and manages the guestvoice and all other guest feedback platforms.
  • Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
  • Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

Managing Revenue Goals

  • Monitors hotel operations sales performance against budget.
  • Reviews reports and financial statements to determine hotel operations performance against budget.
  • Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
  • Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

Managing and Conducting Human Resources Activities

  • Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
  • Ensures employees are treated fairly and equitably.
  • Ensures that regular, ongoing communication is happening in Operations (e.g., preshift briefings, staff meetings).
  • Fosters employee commitment to providing excellent service, participates in daily standup meetings and models desired service behaviors in all intera

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