Assistant Manager

Your Purpose

Oversee the daily operation and management of the business, working directly with the hotel team and in partnership with management to drive all procedures and financial strategies to ensure success in line with business ambitions. Direct the hotel’s activities to maintain high standards, maximise profits as well as uphold a consistent and exemplary guest and employee experience.

Expected Behaviours

Open: to new ideas, opinions, changing, owning mistakes.

Commit: to completing tasks and supporting the team and individuals.

Respect: yourself, each other and the environment.

Energy: use empathy, look after yourself and others.

Key Management Responsibilities:

• Smooth Operation
• Team Motivation
• Business Performance

Expected Leadership Behaviours:

• Live the Vision
• Lead by example
• Hands on Approach

Key Area - Product

QUALITY

Expectation

• Supervise performance across all levels
• Use operational experience and knowledge to offer the best service in line with ethos of the business

KPI (Measurement)

• Daily walk round of the premises to inspect standards
• Maintain a 3 rosette, 4 star standard, aspiring to 4 rosette, 5 star standard

GUEST RELATIONS

Expectation

• Communicate feedback with the team
• Proactively, innovatively and creatively upgrade the guest and employee’s experience
  

KPI (Measurement)

• Consistent excellent feedback online and verbally with at least 4.5 on TripAdvisor
• Deal with guest requests within 24 hours
• Positive PR and editorial

POLICIES & PROCEDURES

Expectation

• Develop internal communications and processes across all levels
• Review and monitor health, safety and hygiene policies and procedures

KPI (Measurement)

• Organise the information for and attend any meetings and functionality meetings
• Open up/lock up the hotel on occasion, rotating between key individuals within the team

GROUPS/EVENTS

Expectation

• Forward plan and pre-empt busy periods that require additional help and/or planning

KPI (Measurement)

• Forward plan all events and groups with the various departments, attending weekly forward planning meetings
• Have team briefings prior to any events

OPERATIONS

Expectation

• Manage and control daily operations, making suitable changes and adjustments to best suit the business
• Step in to help departments if required
• Assign any cleaning programs for all service areas, back and front of house
• Prepare and review standard procedural daily operations
• Coordinate the Functionality Meetings to drive the business forward with Focal Points and KPIs

KPI (Measurement)

• Assist in creating the weekly rota by Thursday and post on SAGEHR
• Be Present
• Have daily team briefings at the start of shift and/or prior to any service or events
• Walk through the hotel, daily assessing each department to monitor energy, spread the workload, appoint the right people and organise help if required
  Responsible for the following Operational functions:
  1. Operations
  2. Guest Relations

LEGAL, HEALTH & SAFETY

Expectation

• Inspect the hotel to maintain and uphold health & safety regulations
• Effective liaison with hotel management regarding maintenance of any equipment.
• Ensure that all activities are carried out honestly, ethically and within the parameters of Scottish Law.

KPI (Measurement)

• Complete and maintain an Emergency First Aid Training Certificate
• Complete and maintain a Fire Extinguisher Certificate
• Satisfactory EHO assessment when required
• Have an up-to-date personal liquor licence

Key Area - People

RECRUITMENT & RETENTION

Expectation

• Identify any gaps in the team and assist HR in recruitment
• Support HR in the team’s training and development, highlighting areas for improvement
• Oversee performance reviews

KPI (Measurement)

• Performance Reviews completed on time and upload to SAGEHR within 1 week of the meeting
• 1, 3 and 6 monthly catch ups with your team, recorded on SAGEHR
• Organise training and support the team

LEADERSHIP

Expectation

• Contribute to morale and team spirit by maintaining effective relationships with colleagues
• Assist in development and implementation of any training plans

KPI (Measurement)

• Use knowledge and experience to train others
• Adequate and current training plans in place for all departments
• Positive 360o feedback from the team

ENVIRONMENTAL, SOCIAL AND GOVERNANCE

Expectation

• Play a broader role in the business being more socially responsible

KPI (Measurement)

• Help the business become BCorp certified
• Maintain Gold GTBS
• Commit to completing the 10 steps of The Hospitality Charter

Key Area - Profits

FINANCE MANAGEMENT

Expectation

• Control costs and drive sales in line with business goals
• Review reports and adjust operations to better meet any targets

KPI (Measurement)

• Team absenteeism and lateness at 5% or below
• Wages at 36% or below