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    Deputy General Manager - Johannesburg, South Africa - Protea Hotels

    Protea Hotels
    Protea Hotels Johannesburg, South Africa

    5 days ago

    Default job background
    Full time
    Description

    JOB SUMMARY

    Assists the General Manager in all aspects of Food & Beverage and Rooms Operations including guest and employee satisfaction. Assists the General Manager in the implementation of property-wide brand strategy initiatives.

    CANDIDATE PROFILE

  • 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 3 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

    • OR

  • 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 1 year experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

    • CORE WORK ACTIVITIES

    Managing Food and Beverage and Rooms Operations

  • Conducts quarterly Food & Beverage audits in accordance with SOPs to ensure the Food & Beverage budget meets targets; reviews results with the General Manager and taking corrective action as necessary.
  • Coordinates all Food & Beverage functions and communication.
  • Conducts quarterly Rooms Operations audits in accordance with SOPs to ensure the Rooms Operations budget meets targets; reviews results with the General Manager and taking corrective action as necessary.

    • Managing Property Operations and Department Budgets

  • Conducts walk-through to confirm the building is well maintained and guest areas have an atmosphere that meets or exceeds expectations.
  • Motivates team to achieve operational excellence; encouraging calculated risk-taking.
  • Maintains profit margins without compromising guest or employee satisfaction.
  • Maintains the property as a safe and secure facility for guests and employees.

    • Managing the Guest Experience

  • Fosters employee commitment to providing excellent service, hosts/participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
  • Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.
  • Attends pre- and post-convention meetings to establish relationship with customer, understands group needs, sets and manages expectations.
  • Incorporates guest satisfaction as a component of staff/operations meetings.
  • Reviews guest satisfaction results and other data to identify areas of improvement; takes corrective action as appropriate.

    • Supporting the Sales and Marketing Strategy

  • Assists in building relationships with local civic leaders, community and business organizations to further increase brand/product awareness.
  • Advises brand and regional team of growth opportunities.
  • Participates in sales calls, local events and site visits with members of the sales team to acquire business.
  • Assists the General Manager in researching and analyzing new products, pricing and services of competition.

    • Managing and Conducting Human Resources Activities

  • Works with the General Manager to develop a schedule that guarantees one of them will be on property during peak times.
  • Hires department managers who demonstrate strong functional expertise, creativity and entrepreneurial leadership.
  • Sets goals and expectations for direct reports using the annual performance review process and holds staff accountable for successful performance.
  • Coaches by providing specific feedback to improve employee performance.
  • Establishes and maintains open, collaborative relationships with the leadership team, and ensuring direct reports do the same for their teams.
  • Assists in coordinating the development and communication of emergency procedures.
  • Celebrates successes and publicly recognizes the contributions of employees.
  • Demonstrates Knowledge of all management contract requirements for the property and ensures compliance with contract and reporting requirements.
  • Working with the General Manager to ensure all shifts are covered by the appropriate management or supervisors.
  • Provides support for operational functions as needed to meet business needs.

    • Leadership

  • Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
  • Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding..
  • Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
  • Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

    • Managing Execution

  • Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
  • Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
  • Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

    • Building Relationships

  • Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
  • Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company's service standards.
  • Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

    • Generating Talent and Organizational Capability

  • Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
  • Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

    • Learning and Applying Professional Expertise

  • Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
  • Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
  • Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality. Owner Service - Skill in anticipating and assessing needs, actively looking for ways to help, exceeding expectations for service, and evaluating satisfaction for owners. General Hotel Operations - Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).
  • Basic Competencies - Fundamental competencies required for accomplishing basic work activities. Basic Computer Skills - Uses basic computer hardware and software personal computers, word processing software, Internet browsers, etc.). Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues. Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences. Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents. Writing - Communicates effectively in writing as appropriate for the needs of the audience.
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