A Deputy General Manager at a Holiday Inn Express is a senior management role responsible for supporting the General Manager in overseeing the overall operations of the hotel. The Deputy General Manager plays a key role in ensuring the hotel runs smoothly, meets guest expectations, and maintains financial targets. Here is a typical job description for this position: Job Title: Deputy General Manager Department: Hotel Management Reports to: General Manager Key Responsibilities: Operational Management: Assist the General Manager in overseeing daily hotel operations, including front desk, housekeeping, food and beverage, and maintenance departments. Ensure smooth day-to-day operations by resolving operational challenges quickly and efficiently. Monitor service standards and guest satisfaction, ensuring that all departments meet or exceed brand quality standards. Implement and maintain standard operating procedures (SOPs) across all departments to ensure consistency in service delivery. Guest Experience: Ensure an exceptional guest experience by handling guest complaints or issues promptly and professionally. Monitor guest feedback (through reviews, comment cards, or surveys) and take action to improve guest satisfaction. Actively engage with guests and hotel visitors, promoting a welcoming and positive atmosphere. Staff Leadership and Development: Assist in managing, motivating, and developing the hotel staff to provide excellent service and meet performance standards. Conduct training sessions and workshops for team development and ensuring compliance with company policies. Ensure staff scheduling is effective and hotel departments are adequately staffed. Financial Management: Help the General Manager monitor hotel financial performance, including budget management, revenue optimization, cost control, and profitability. Assist in preparing financial reports, forecasts, and budgets. Identify areas for cost savings without compromising service quality. Sales and Marketing: Support the General Manager and sales team in driving hotel revenue through effective sales, marketing, and promotional activities. Maintain strong relationships with corporate clients, travel agencies, and other stakeholders to increase bookings and brand visibility. Health and Safety Compliance: Ensure the hotel adheres to all health, safety, and security regulations and standards. Conduct regular health and safety inspections to ensure a safe environment for guests and staff. Oversee emergency procedures and ensure staff is trained in fire drills, first aid, and safety protocols. Property Management: Work with the maintenance team to ensure the upkeep of the property, addressing issues such as repairs, renovations, and maintenance promptly. Ensure the hotel is clean, well-maintained, and meets Holiday Inn Express brand standards. Collaboration with the General Manager: Act as the second-in-command and step into the General Managers role when necessary, such as during absences or vacations. Work closely with the General Manager on strategic planning, goal setting, and the overall vision for the hotels success. Provide insights on improvements for service, guest engagement, and business growth. Qualifications: Bachelors degree in Hospitality Management, Business, or a related field (preferred). Minimum of 5 years of experience in hotel management, with a focus on operations. Experience working in mid-scale or limited-service hotel brands (like Holiday Inn Express) is a plus. Strong leadership, communication, and interpersonal skills. Ability to work under pressure and multitask in a fast-paced environment. Knowledge of hotel management software and systems. Skills: Strong financial acumen with the ability to manage budgets and analyze reports. Excellent problem-solving skills and attention to detail. Ability to lead, inspire, and develop teams. Customer-service oriented with a passion for exceeding guest expectations. Flexibility to work various shifts, including weekends and holidays. Working Conditions: Full-time position. Typically requires flexibility in work hours due to the 24/7 nature of the hotel industry. May require stepping into various roles or departments depending on operational needs. This role is a stepping stone to becoming a General Manager and requires both operational expertise and leadership ability to ensure the hotel maintains its high standards and operates profitably. AMRT1_UKCT