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:
1. Operational Management:
o Assist the General Manager in overseeing daily hotel operations, including front desk, housekeeping, food and beverage, and maintenance departments.
o Ensure smooth day-to-day operations by resolving operational challenges quickly and efficiently.
o Monitor service standards and guest satisfaction, ensuring that all departments meet or exceed brand quality standards.
o Implement and maintain standard operating procedures (SOPs) across all departments to ensure consistency in service delivery.
2. Guest Experience:
o Ensure an exceptional guest experience by handling guest complaints or issues promptly and professionally.
o Monitor guest feedback (through reviews, comment cards, or surveys) and take action to improve guest satisfaction.
o Actively engage with guests and hotel visitors, promoting a welcoming and positive atmosphere.
3. Staff Leadership and Development:
o Assist in managing, motivating, and developing the hotel staff to provide excellent service and meet performance standards.
o Conduct training sessions and workshops for team development and ensuring compliance with company policies.
o Ensure staff scheduling is effective and hotel departments are adequately staffed.
4. Financial Management:
o Help the General Manager monitor hotel financial performance, including budget management, revenue optimization, cost control, and profitability.
o Assist in preparing financial reports, forecasts, and budgets.
o Identify areas for cost savings without compromising service quality.
5. Sales and Marketing:
o Support the General Manager and sales team in driving hotel revenue through effective sales, marketing, and promotional activities.
o Maintain strong relationships with corporate clients, travel agencies, and other stakeholders to increase bookings and brand visibility.
6. Health and Safety Compliance:
o Ensure the hotel adheres to all health, safety, and security regulations and standards.
o Conduct regular health and safety inspections to ensure a safe environment for guests and staff.
o Oversee emergency procedures and ensure staff is trained in fire drills, first aid, and safety protocols.
7. Property Management:
o Work with the maintenance team to ensure the upkeep of the property, addressing issues such as repairs, renovations, and maintenance promptly.
o Ensure the hotel is clean, well-maintained, and meets Holiday Inn Express brand standards.
8. Collaboration with the General Manager:
o Act as the second-in-command and step into the General Managers role when necessary, such as during absences or vacations.
o Work closely with the General Manager on strategic planning, goal setting, and the overall vision for the hotels success.
o 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.
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