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
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
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
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
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
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
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
Own Transport and Driver’s license is essential.
Shortlisted candidates may be required to undergo a pre-employment polygraph as well as Shadowmatch assessment.