Assistant Manager (Cam32)
Paymán Club
- Cambridge
- Contract
- Full-time
- First point of contact and visible presence to the guests by delivering a high quality service to them at all times.
- Ensuring the hotel team are meeting the highest levels of service, building relationships with guests, championing their experience, taking on board their feedback and managing their expectations.
- Ensuring that issues are dealt with in an efficient and professional manner, whilst balancing the financial constraints of the business.
- To respond in a timely manner to any complaints made by guests ensuring that full details of both the complaint and the action taken are recorded.
- To provide support to guests in respect of ad hoc issues as they arise.
- To ensure the effective recruitment, management, and training of staff in accordance with Payman Club Human Resources policies.
- To undertake the day to day supervision of hotel staff to ensure the smooth running of the hotel.
- To monitor and evaluate hotel staff, to address performance issues as they arise, as well as encouraging the development of individuals to provide a pool of skilled and talented individuals able to deliver high quality services to guests.
- To monitor attendance, managing issues of absence as they arise to ensure that service levels are maintained and budgets adhered to.
- To ensure that the administrative processes associated with employment are carried out in line with company policy and all statutory obligations.
- To ensure that all staff within the hotel receive induction training in line with both local practice and Payman Club policies and procedures.
- To ensure that all staff within the hotel receive appropriate training in order to carry out their duties and responsibilities effectively and safely.
- To consult and inform staff regarding relevant issues within the hotel and the Company.
- To deliver all contractual services to guests within the parameters of the approved budget.
- To assist is promoting the sale of other services provided by Payman Club or any of its associated companies to guests.
- To understand and comply with all the legal and other regulatory constraints involved in managing property.
- To plan and implement a programme of routine and preventative maintenance throughout the hotel.
- To ensure that an out of hours emergency maintenance service is available to guests as needed.
- To engage contractors where appropriate to carry out cost effective and high quality work.
- To manage the relationship with contractors to ensure adherence to Payman Club policies and procedures whilst they are working on site.
- To act in the best interests of the company to assist in sales.
- Through regular inspection ensure that a high quality environment is maintained throughout the hotel.
- To be the designated person with overall responsibility for Health and Safety matters within the hotel.
- To ensure the provision of a safe environment for guests, staff and visitors.
- To comply with all legislative requirements and local and Companywide policies and procedures relating to Health and Safety at Work.
- To work collaboratively with any consultants appointed by Payman Club to provide advice and guidance on Health and Safety matters.
- To ensure the adequate recording and reporting of Health and Safety at Work in line with Company policies and Procedures and also with any statutory requirements.
- To work collaboratively with other Retirement Villages staff to ensure that any development and/or redevelopment schemes are successfully implemented. This may involve attendance at Site Meetings and other similar meetings on behalf of the Management Company.
- 5 years plus experience in 3-4* hotels/within the hospitality sector in operational management capacity.
- Experience of direct people management of a team.
- Strong role model of excellent customer service.
- Confident leader who can empower teams to deliver to the highest standard for our residents by putting them at the heart of everything we do.
- Approachable and open manner – able to demonstrate empathy and a personable approach.
- Change agent who has experience of leading teams on a journey of continuous improvement.
- Have worked within a fast paced environment.
- Able to manage ambiguity well and turn it into action to provide clarity and direction.
- Ability to influence stakeholders at all levels to gain buy in.
- Account management experience is essential- Good understanding of P&L and path to profit, pitfalls and opportunities.Comfortable making decision and be able to think innovatively about solving problems.