Deputy Hotel Manager
Ecowild Consulting
Pretoria, South Africa
2d ago

The Deputy Hotel Manager, supervises and coordinates activities of all hotel

employees. He / She assists in the managing and directing of the day to day

operations of all departments within the hotel.

Also provides support to the General Manager in all areas of the operation,

such as staff training, coaching, counselling and also enforces the hotels

standard operating and financial procedures.

Participates in and enforces quality assurance for all departments within the

hotel and ensures effective cost control measures are in place. The Deputy

Hotel Manager should have an eye for detail and the ability to effectively

deal with guests, and all departments within the hotel.

MAIN RESPONSIBILITIES (But not limited to) :

Adhere to the company employment code and all policies and comply with the relevant departmental procedural

and administrative standards

Ensure implementation of all hotel policies and house rules.

Maintain current star grading score.

Maintains working relationships and communicates with all departments.

Maximize revenue and occupancy :

Ensure that all reservations on the system are continuously followed up on and bookings are confirmed or

released daily. (This applies to all bookings, individual, company, travel agent or groups)

Monitor occupancy of the hotel. i.e. Occupancy graph report Daily, weekly, monthly

Monitor rates being charged

Develop marketing ideas to increase occupancy in quiet periods

Ensure sound financial procedures are followed by yourself and all Front Desk Personnel :

Reviews all in-house GUEST accounts and ensure all accounts are up to date

Signs off the front desk personnel’s daily banking reports

Enforces all cash-handling, check-cashing, and credit policies. Monitor high balance GUESTs and take

appropriate action.

Maintain an organized and comprehensive filing system with documentation of purchases (invoices), vouchers,

government orders, guest reg. cards, payments.

Ensure debtors is kept to a minimum

Ensure that any debtors are continuously followed up on and payment is secured

Monthly Meetings :

Conducts regularly scheduled meetings of front office personnel.

Sits in on all scheduled housekeeping meetings

Assists the GM in hosting the monthly general staff meeting

Duty Management :

Ensure all staff are on duty at 6am or 2pm respectively

Familiarise yourself with any conferences / functions

Ensure that everything is ready prior to the respective serving period commences. NB. Ensure food / beverage is

appealing, fresh.

Meet & Greet GUESTS in all areas whilst on your walk about. Observe exterior and interior of the property note

any maintenance / landscaping problems and ensure such problems are resolved timeously

Spot check vacant ready rooms and ensure such are cleaned to the required standard prior to 2pm check in time

Supervise workload during shifts.

Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all GUESTs, managers and

other employees.

Ensure that the rooms are cleaned in accordance to the business needs i.e. Expected arrival rooms first,

departure rooms' next and occupied rooms last. All special request rooms are to be serviced as per the guest

needs.

Supervise contract work :

Supervise the work that is undertaken by the contract cleaning company or any contractor working in the hotel,

that will impact on the standard of the floor / rooms / public areas

Supervise all work such as plumbing, electrical work as carried out by contractors and sign off if the job is

completed to the correct standard

Maintain assets & equipment :

Ensure effective and efficient operation of all applicable equipment and systems

Look after equipment and control that it is kept in premium condition

Report any damages to the General Manager immediately

Ensure that any maintenance issues are reported in the maintenance file by the room attendants and public

cleaners

Ensure that the maintenance department is following up and actioning all concerns as recorded in the file

Maintain required pars of all front office and stationary supplies

Exceptional customer service :

Meet and greet guests at all times

Be courteous to guests at all times and respect their privacy

Ensure that all guest requests receive immediate attention and ensure that the guest receives what was requested

Resolves guest problems quickly, efficiently, and courteously.

Monitor all V.I.P 's special guests and requests.

Ensure that at all times the company’s assets are protected :

Ensure that strict security policies are adhered to in order to avoid loss of company property

Report any incidents of theft to the General Manager immediately

Report any suspicious persons or activity to the General Manager immediately

Perform monthly mini bar or any other stock takes as directed by the General Manager

Human Resources Training & Administration :

Schedule employees for leave according to the leave planner

Verify that time and attendance is correct by reviewing the Ouch report daily

Verify any overtime worked

Ensure monthly rota is completed by the 25th and presented to General Manager for authorisation

Discipline poor performance in accordance with the company’s disciplinary procedures and policies

Take part in disciplinary hearings in terms of designated responsibilities

Trains, cross trains, and retrains all front office & housekeeping personnel.

Ensure all staff members are developed and motivated

Participates in the selection of front office & housekeeping personnel.

Evaluates the job performance of all hotel employees.

Health & Safety :

Ensure a safe, secure and hygienic working environment throughout all departments in the hotel

Ensure all H&S equipment s regularly inspected and in sound working order i.e. Fire extinguishers

Ensure all employees are wearing their correct safety equipment when carrying out their daily duties

Grooming :

Monitor that employees’ grooming standards are inspected on a regular basis

Conduct spot checks of grooming standards and initiate action when needed

Observe Uniform standards :

Ensure that all employees report to work on time in full uniform and wearing the correct name badge

Ensure that uniform is clean and well pressed, and that the required shoes are worn

Ensure that all employees maintain the highest standard of hygiene and appearance at all times

Perform any other duties as requested by management.

EDUCATION : Minimum Matric Senior Certificate

Formal hotel related qualification not essential but advantageous

EXPERIENCE : Min 3- 4 years’ experience as Front Office Manager or Rooms Division Manager in a 4 / 5 star

hotel

Own Transport and Driver’s license is essential.

Shortlisted candidates may be required to undergo a pre-employment polygraph as well as Shadowmatch assessment.

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