Assistant Accommodation Manager

Job title: Assistant Accommodation Manager

Reports to: Hotel Accommodation Manager & SeniorManagers

Your role is defined in terms of these values, as shown below:

COMMITMENT to the PASSIONATE PURSUIT OF PERFECTION:

Every team member is expected to strive for the Passionate Pursuit of Perfection to ensure that the hotel guests comfort and satisfaction is catered for in a friendly, helpful, efficient, and personalised manner.

Position Overview:

The Hotel Assistant Accommodation Manager is responsible for overseeing the day-to-day operations and forward planning of the accommodation department. The role involves ensuring the efficient running of the department, maintaining high standards of cleanliness, and addressing maintenance issues promptly. The assistant manager must adhere to established SOPs (Standard Operating Procedures), prioritize health and safety, and manage the departments roster effectively. Additionally, the role requires proficient use of various systems, excellent organizational skills, and a proactive approach to problem-solving.

Operational Key Responsibilities:

• Ensure the efficient running of the department on a day-to-day basis, maintaining high standards of cleanliness, and ensuring maintenance-free accommodations.
• Monitor the working teams performance and provide a daily task breakdown.
• Conduct daily inspections of rooms and public areas.
• Collaborate with other departments to ensure seamless operations.
• Facilitate communication through morning meetings and involvement in weekly/monthly meetings.
• Develop, implement, and enforce company standards through SOPs (Standard Operating Procedures) related to cleanliness, health & safety, and overall departmental functioning.
• Implement and monitor proactive cleaning practices.
• Support effective rostering.
• Support administration duties, including emails, monitoring business levels, and Seachange procedures.
• Understand and utilize various systems such as Guestline, Traces, and Staffing.
• Implement GDPR regulations.
• Engage in forward planning.

• Demonstrate strong organizational skills, time management, decision-making, and delegation skills.
• Plan department monthly, weekly, and day-to-day activities with focused attention to details, critical thinking with a well-structured approach.
• Organise and carry out departmental morning meetings for effective communication.
• Contribute to monthly meetings.
• Possess proficient IT knowledge and technical skills.
• Align with company and department goals and objectives set by the Accommodation Manager and Management team of the hotel.

Team Member Key Responsibilities:

• Understand team members abilities and motivations, fostering team welfare and emotional intelligence.
• Lead by example.
• Foster a positive attitude and conduct team training and effective onboarding.
• Train and develop department supervisors, room checkers and team members.
• Conduct Week 6 and Week 10 reviews, as well as probation reviews for team members.
• Provide feedback through appraisals.
• Assist in the recruitment process and contribute to team member retention.
• Engage in external and internal communication through platforms like WorkVivo.

Financial Key Responsibilities:

• Understand department costings, including team, linen, utilities, and cleaning costs.
• Handle ordering and stocktaking.
• Support payroll processes.
• Demonstrate an understanding of targets, goals, profits, and budgets.
• Engage in forecasting and be involved in monitoring costs related to linen, guest supplies, cross-charging, and utilities.

Customer Key Responsibilities:

• Prioritize guest safety and satisfaction, encouraging repeat business.
• Manage lost property in line with Company standard.
• Pre-empt guests needs in- line with "PPP".
• Handle guest requests promptly and efficiently to ensure excellent customer service.
• Monitor and address customer feedback through NPS scores and TripAdvisor/Renovate awareness.

Measurable Key Responsibilities:

• Foster a positive team culture, aligned with company values.
• Utilise measurables such as NPS scores, employee satisfaction surveys, KPIs, team retention, and annual inspections.
• Measure team satisfaction scores.
• Analyse results of annual inspections and mystery shopper evaluations.
• Support the development and implementation of sustainable practices and initiatives within the hotel to minimize environmental impact.
• Support in the development of energy, water, and waste reduction programs.
• Ensure the hotel is accessible to all guests, including those with disabilities, by complying with accessibility laws and regulations.
• Train team members to provide exceptional service to guests with disabilities.
• Engage with charity partnerships.
• Be aware of industry recognition (IASI), sustainability practices, accessibility, and green KPIs.

Qualifications:

Previous experience in a supervisory or managerial role within the hospitality industry.

Strong organizational and leadership skills.

Excellent communication and interpersonal abilities.

Knowledge of housekeeping procedures, cleanliness standards, and hotel operations.

Familiarity with health and safety regulations.

Ability to work flexible hours, including weekends and holidays.

The Hotel Assistant Accommodation Manager plays a crucial role in ensuring the smooth operation of the accommodation department, contributing to the overall success and reputation of the hotel.

Benefits

• Competitive rate of pay
• Relocation Assistance
• Access to our Company Pension Scheme
• Death in Service Benefit
• Employee referral bonus
• Friends & Family discounts across our restaurants
• Special rates in our hotel accommodation
• Paid internal and external training days
• Access to Trained Mental Health First Aiders
• Team Member Social & Wellbeing Events
• Team Member Annual Awards, Service Recognition, Monthly Team Member of The Month
• Meals on Duty
• Assistance with Leap Card