Scope & General Purpose of Job:
To be accountable for all areas of the hotel whilst on duty, working with the team to ensure that the standards and service offered to guests are of the highest level. To ensure that guests receive the highest quality standards and value for money.
Accountabilities:
1. Work with Departmental Managers to ensure departmental performance standards are met, ensuring high-quality services and staff training.
2. Supervise all staff on the floor, deputising when Heads of Departments are off duty, and taking responsibility for service across all departments.
3. Complete projects and assignments delegated by the Deputy General Manager.
4. Focus on guest care provided by all employees across departments.
5. Ensure guest satisfaction proactively and reactively.
6. Enhance social media presence (e.g., TripAdvisor, Google) by encouraging satisfied guests to post positive feedback.
7. Maintain high standards of service to meet client expectations.
8. Address and act on feedback from patrons to improve products and services.
9. Develop strategies to enhance productivity, revenue, and profitability.
10. Attend courses and seminars as necessary; liaise with HR for development opportunities.
11. Ensure adherence to health and safety procedures at all times.
12. Implement and follow company policies and legal guidelines.
13. Record and manage incidents or accidents under your jurisdiction, including issues raised by staff, customers, or the public.
14. Maintain hygiene standards and cleanliness in all front-of-house areas.
15. Participate in hotel meetings to ensure effective communication.
16. Create a positive environment that promotes employee morale and pride.
17. Ensure compliance with statutory and legal health & safety, fire, hygiene, licensing, and employment requirements, including staff training.
This list is not exhaustive; other tasks may be assigned by senior management.
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