Deputy General Manager

**Job Number** 24066186

**Job Category** Rooms & Guest Services Operations

**Location** Protea Hotel O.R. Tambo Airport, Corner York and Gladiator Streets Rhodesfield, Johannesburg, South Africa, South Africa VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management

**JOB SUMMARY**

Assists the General Manager in all aspects of Food & Beverage and Rooms Operations including guest and employee satisfaction. Assists the General Manager in the implementation of property-wide brand strategy initiatives.

**CANDIDATE PROFILE**

Education and Experience
- 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 3 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR
- 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 1 year experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

**CORE WORK ACTIVITIES**

**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 walk-through 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 risk-taking.
- 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 stand-up 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.

**Supporting the Sales and Marketing Strategy**
- Assists in building relationships with local civic leaders, community and business organizations to further increase brand/product awareness.
- Advises brand and regional team of growth opportunities.
- Participates in sales calls, local events and site visits with members of the sales team to acquire business.
- Assists the General Manager in researching and analyzing new products, pricing and services of competition.

**Managing and Conducting Human Resources Activities**
- Works with the General Manager to develop a schedule that guarantees one of them will be on property during peak times.
- Hires department managers who demonstrate strong functional expertise, creativity and entrepreneurial leadership.
- Sets goals and expectations for direct reports using the annual performance review process and holds staff accountable for successful performance.
- Coaches by providing specific feedback to improve employee performance.
- Establishes and maintains open, collaborative relationships with the leadership team, and ensuring direct reports do the same for their teams.
- Assists in coordinating the development and communication of emergency procedures.
- Celebrates successes and publicly recognizes the contributions of employees.
- Demonstrates Knowledge of all management contract requirements for the property and ensures compliance with contract and reporting requirements.
- Working with the General Manager to ensure all shifts are covered by the appropriate management or supervisors.
- Provides support for operational functions as needed to meet business needs.

MANAGEMENT COMPETENCIES

**Leadership**
- **Adaptability** - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
- **Communication**:

- Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..
- **Problem Solving and Decision Making** - Models and coaches others on breaking c