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Assistant General Mgr- Protea Hotel Fire
2 weeks ago
**Job Number** 23010995
**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**
- 2-year 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
- 4-year 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 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.
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., pre-shift briefings, staff meetings).
- Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all intera
