Marriot Deputy General Mgr- Protea Hotel Fire & Ice! Menlyn, Pretoria Jobs in South Africa

Marriot Deputy General Mgr- Protea Hotel Fire & Ice! Menlyn, Pretoria Jobs in South Africa

Job Summary

Functions as a Business Leader for the property with a ‘hands-on’ approach. Acts as the second in charge in the absence of the General Manager. The position has responsibility for all aspects of Food & Beverage, Security, Maintenace, Culinary, Reservations, Sales and Marketing and Rooms Operations including guest and employee satisfaction.

The Assistant General Manager assists the General Manager in leading the development and implementation of property-wide brand strategy initiatives.

Candidate Profile

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 6 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; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

Core Work Activities

Managing Profitability

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.

• Analyzes service issues and identifies trends.

• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

• Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

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.

Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.

• Responds to and handles guest problems and complaints.

• Is responsible for and manages the guestvoice and all other guest feedback platforms.

• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

Managing Revenue Goals

• Monitors hotel operations sales performance against budget.

• Reviews reports and financial statements to determine hotel operations performance against budget.

• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.

• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

Managing and

Conducting Human Resources Activities

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

• Ensures employees are treated fairly and equitably.

• Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).

• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.

• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.

• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.

• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.

• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.

• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

Leading Operations and Department Teams

• Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.

• Develops systems to enable employees to understand guest satisfaction results.

• Communicates a clear and consistent message regarding departmental goals to produce desired results.

• Oversees and is responsible for training of all associates along with departmental management.

Supporting the Sales and Marketing Strategy

• Assists in developing strategic alliances 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.

How to Apply

For more information and job application details, see; Marriot Deputy General Mgr- Protea Hotel Fire & Ice! Menlyn, Pretoria Jobs in South Africa

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