The Role: Assistant Manager Reporting to: General Manager Responsible for: To ensure the efficient operation of the hotel and all departments on a day to day basis and ensuring delivery in the highest standard of customer service.
The duty manager is required to be capable of handling any situation in a professional manner in a fast-paced environment and lead the team efficiently.
Key Responsibilities: · To arrive at work at the appropriate time in the correct uniform and in line with company grooming policy and standards.
To regularly inspect uniform standards for all staff on shift, ensuring the highest standards of compliance across the hotel, including uniforms, name badges and company pins (where applicable).
· To liaise with the General Manager daily to ensure the smooth running of hotel operations.
· To liaise with the MOD from the previous shift to ensure effective handovers and the smooth running of hotel operations.
To pass on all relevant information to the next shift, ensure your colleagues are fully briefed on all aspects of the operation.
· To assume responsibility in conjunction with the relevant heads of department for your assigned duties.
Within this capacity, you must ensure the smooth running of all departments to the highest standards of customer care, with ongoing training to be implemented.
· To comply with company regulations regarding fire, health and safety, hygiene and security.
Including routine fire walks and security checks in accordance with company policy.
The MOD must be vigilant and always ensure the hotel's readiness in the case of an emergency and a governing body inspection · To offer help, support, and supervision to each department, including Reception, Accommodation, Food and beverage (including breakfast), Maintenance and Laundry, applying a proactive approach and troubleshooting problems as they arise.
· In conjunction with management colleagues, monitor the department's staffing, ensuring adequate levels are met in line with forecast budgets and service standards.
· To proactively manage customer complaints if and when they occur on your shift.
The complaints should be handled professionally and courteously with the objective of an immediate resolution to prevent follow-up complaints or poor online reviews.
Where complaints cannot be resolved during your shift, pass over all relevant information to the next MOD and, where necessary, to the senior management/GM.
· Communicate the hotel's services to guests, offer assistance and upsell the property during check-in and throughout guests' stay.
Work closely with the hotel butlers to ensure each team member provides exceptional service to guests.
The hotel butlers should be trained to the highest standards and offer a proactive approach to anticipating guest needs.
Carry out routine checks in the hotel's meeting and events rooms, including room set up and acting as the point of contact on the day for event organisers.
· Ensure all cash handling procedures are adhered to, ensuring tills and floats are balanced · To ensure the highest standards of cleaning and cleanliness throughout the hotel, including guest and back-of-house areas.
To ensure the highest hygiene and that HACCP are adhered to at all times.
· Ensure all company procedures and policies are complied with.
· Occasionally, may be required to carry out duties in other areas of the hotel.
Please comply with any reasonable request made by management.
· Act as the first point of contact for Ipas guests while on your shift.
Ensure an accurate head count of Ipas guests is maintained and that all health and safety procedures are observed · Carry out routine checks in the hotel's club lounge to ensure the highest standards of cleanliness, service and standards.
Ensure the appropriate standards are set up for both morning and evening.
· Carry out routine checks in the hotel's gym and spa, ensuring the highest cleanliness and guest comfort standards.
· Liaise with reception, kitchen and F B teams to coordinate takeaway breakfast for tour groups and relevant guests.
· Liaise with reception, kitchen and F B teams to coordinate the arrival of delayed flights.
· Act as the point of contact for external contractors while onsite, including sign-in/out and insurance compliance · To attend HOD weekly meetings and ad hoc training sessions as required.
· As required, you will carry out MOD shifts within hotel departments.
Our expectations of you: · Interact and communicate with guests and colleagues in a courteous, friendly and professional manner at all times.
· To be fully aware of all company policies and procedures.
· Be aware of the day's business, in-room occupancy, special requirements and VIP needs.
· Be consistently presentable and approachable at all times.
· Be innovative – develop and implement new ideas contributing to company success.
· Protect and promote the image of The Address Collective at all times.
· Strive for excellence.
Be a mentor for your team, and always lead by example.