Assistant General Manager

To provide effective support and assistance to the General Manager in all aspects of the hotel’s operations, in alignment with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards.

Company: O2 Beach Club & Spa

JOB SUMMARY

To provide effective support and assistance to the General Manager in all aspects of the hotel’s operations, in alignment with the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards.

SCOPE

The Assistant General Manager provides courteous, professional and efficient support to all departments with a balanced focus on delivering consistent guest and employee satisfaction under the directive of the General Manager.

RESPONSIBILITIES

Operational

• Assists the General Manager in all aspects of business planning and the day to day operation of the hotel.
• Provides effective leadership to all team members.
• Builds strong working relationships and communications with hotel staff and HODs to ensure maximum operating effectiveness.
• Assigns duties to HODs and ensures adherence to hotel policies i.e. established operating procedures and standards of performance, according to the requirements of the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards.
• Conducts HOD Meetings and General Briefings in the absence of, or as required by the General Manager.
• Assists the General Manager, as required with resolving guest complaints and the service recovery process, according to the requirements of the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards.
• Oversees the Rooms Division & Front Office Departments to ensure that staff perform to the highest level of service and to ensure that a pleasant experience is had by all guests, according to the requirements of the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards.
• Ensures the Front Office Team constantly creates new and exciting services and packages to increase participation with the aim of improving  revenue earning potential by upselling room upgrades, excursions and packages.
• Ensures the maintenance team practices preventative maintenance and comply with international standards of room maintenance checks and related checks, while complying with AAA 5 Diamond and LQA Benchmarking standards.
• Conducts systematic checks of Rooms Division & Front Office areas to ensure that they are kept clean and in good working order, according to the requirements of the company’s standards, AAA 5 diamond standards and LQA Benchmarking standards.
• Must be aware of and able to enforce all safety and emergency procedures by staying current and by ensuring that all staff is fully trained in emergency procedures.
• Must be aware of current industry trends and opportunities and make suggestions for the improvement of the hotel operations to ensure that revenue earning potential is maximized.
• Attends all Managerial Meetings.
• Prepares and submits any information or updates as required.
• Ensures the accurate and timely submission of all reports and administrative work.
• Carries out any other duties as required by the General Manager.

 People Management 

• In collaboration with the General Manager, manages, motivates and monitors the performance of all departments and their respective HODs.
• Actively participates in the recruitment process for all departments by identifying staffing needs and shorting potential candidates by utilizing the company’s HRIS (BambooHR).
• Conducts candidate interviews, and informs the human resources team of successful candidates in a timely manner.
• Assists the General Manager in identifying team members that are not performing to the expected standards of the company and recommend what steps should be taken.
• Along with the General Manager, comanages the performance management process within all departments by providing continuous and constructive feedback, keeping communication lines open, providing clarification of expectations and identifying areas for improvement.
• To ensure that all department goals are clear and in alignment with company objectives, AAA 5 Diamond standards and LQA Benchmark standards, and shared with HODs, supervisors and staff to maximize on performance expectations.
• Actively coaches HODs and supervisors to unlock team member’s potential and growth, help them to develop new skills and to aid in promoting individual responsibility, in collaboration with the General Manager.
• Shares the responsibility with the General Manager in conducting annual performance appraisals for HODs, ensuring that the process is fair, free of biases, accurate, and promotes the overall purpose of the performance management system.
• Able to assess and identify department conflicts and infractions against company policies / procedures, and understands how, when and what form of disciplinary action should be taken.
• Assist the General Manager in ensuring that effective support is provided to all HODs on disciplinary matters and ensures that fair discipline is always practiced, in accordance with the Human Resources team and the Employment Rights Act.
• Plan and execute frequent team building activities, in an effort to maintain the momentum and productivity within all departments.

 Training and Development 

• In collaboration with the General Manager, comanages all aspects of Training and Development and Talent Management to maximize on HODs and supervisors, personal and professional growth, in accordance with company’s Human Resources - Training and Culture Development team initiatives and to agreed AAA 5 Diamond standards and LQA Benchmark standards.
• Ensures that all staff members are trained in and adhere to the AAA 5 diamond      Standards, as well as the LQA Benchmarking standards, and all internal standards such as the Customer Contact Standards, Telephone Standards, 15 Basic steps, the Arrivals Procedure as well as, all standards for grooming and hygiene.
• Along with the General Manager, identifies and conducts assessments to determine what training needs are required for HODs and supervisors within each department to increase job knowledge.
• Monitor guests' feedback from various media and provide feedback on how HODs and supervisors could improve on their overall performance.
• Communicate with the General Manager to recommend and assist with the creation and implementation of training plans, based on assessment and guests’ feedback.
• Liaise with the General Manager and the Human Resources - Training and Culture Development team to support each department’s development objectives and ensure that HODs and supervisors are equipped with the necessary tools and materials to effectively execute their daily tasks.
• To carry out or ensure that regular On-the-Job training is taking place to align with the AAA 5 Diamond standards and LQA Benchmark standards.
  
  

KNOWLEDGE, SKILLS AND PERSONAL ATTRIBUTES

Knowledge

The Assistant General Manager must have proficient knowledge in the following areas:

• Knowledge of AAA 5 diamond standards, LQA Benchmarking Standards as well as the hotel operation standards
• A minimum of five years’ work experience in a 5 star or luxury hotel in a senior management position
• Must possess a general high school degree/ high school diploma or international equivalent.
• Minimum of four ordinary passes in CXC examination subjects or the equivalent, including English and Mathematics

• Level 3 or above National Vocational Qualification in Management

• Full competency in the use of computer systems and Windows applications including Word & Excel. 

Skills

The Assistant General Manager must demonstrate the following skills:

• Data collection, management and analysis
• Problem analysis and problem solving
• Good numerical skills
• Computer skills including the spreadsheet and word processing programs, and e-mail at a highly proficient level
• Effective verbal, written and listening communications skills
• Possesses great organizational skills.
• Excellent interpersonal skills
• Decision making skills
• Attention to detail and high level of accuracy
• Effective organizational skills
• Good grooming and presentation.
• Great time management skills.
• Ability to promote positive relations.
• Ability to discipline
• Must be able to handle different kinds of personalities.
• Management skills

Personal Attributes

The Assistant General Manager must demonstrate the following personal attributes:

• Hospitality
• Creativity
• Reliability
• Compatibility
• Effective follow-up
• Flexibility
• Consistency
• Leadership
• Integrity
• Sincerity
• Confidentiality
• Professional deportment