Deputy Hotel Manager
hace 21 horas
Manchester
CitySuites is a modern hospitality brand offering stylish accommodation, exceptional guest service, and a welcoming environment for both short-stay and long-stay guests. We are seeking a dedicated and experienced Deputy Hotel Manager to support the day-to-day operations of our aparthotel. Working closely with the General Manager, you will help ensure exceptional guest experiences, efficient operations, and high team performance standards. Born on the site of the once iconic Manchester Exchange railway station, CitySuites I and CitySuites II Aparthotels embody the very spirit of the city, standing tall as a testament to the forward-thinking essence of Manchester. Our 5* apartments are a sanctuary amidst the chaos, allowing our guests to navigate the city with ease. Along our journey, weve immensely proud to have launched Embankment Kitchen, our modern seasonal restaurant and bar, as well as Embankment Cafe Co., offering artisan coffees and freshly made cakes and sandwiches. Our sophisticated meeting and event spaces have grown too, hosting everything from board meetings to launch parties, and even wedding receptions. Were made up of brilliant people, who care deeply, have a passion for their craft, an obsession for the best, and an altogether extraordinary spirit. We love this space, and we work hard to make sure our residents love it as much as we do. Were proud to be a part of the CitySuites story. As the Deputy Hotel Manager , you are responsible for overseeing the day-to-day operations of CitySuites, Embankment Kitchen and Embankment Café, ensuring guest satisfaction, optimising profitability, and maintaining high standards of service, cleanliness, and hospitality. This role supervises department heads, coordinates inter-departmental operations, and implements strategic initiatives aligned with the companys goals. The Deputy Hotel Manager role offers an opportunity to make a significant impact on the efficiency and effectiveness of operations within the company, while contributing to the overall success and growth of the organisation. Key Responsibilities: Process Optimisation: Oversee daily hotel operations including Front Office, Housekeeping, Food & Beverage, Maintenance, and Guest Services. Collaborate with the General Manager to develop operational strategies and achieve budgetary goals. Monitor hotel performance metrics such as occupancy and guest satisfaction scores. Conduct regular inspections to ensure standards in cleanliness, maintenance, safety, and appearance. Review and analyse operational processes to identify inefficiencies or areas for improvement. Develop and implement strategies to streamline operations, reduce costs, and improve overall performance. Team Leadership: Lead the operations team, ensuring that all team members are trained, motivated, and effectively performing their roles. Supervise department heads and monitor performance, scheduling, and productivity. Conduct performance evaluations, provide feedback, and develop professional development plans for team members. Foster a positive work environment focused on collaboration, accountability, and continuous improvement. Assist in hiring, training, and developing team members across departments. To ensure the Company values (Passion, Integrity, Quality, Ambition, Reliability) and DNA values (Retain, Review, Referrals and Reward) are instilled into the team so to create a healthy and positive working culture. Implement and enforce hotel policies and procedures. Budget and Resource Management: Develop and manage operational budgets, ensuring that resources are used effectively and cost-effectively. Monitor resource allocation and adjust as needed to meet operational demands and maintain productivity levels. Ensure the efficient use of inventory, equipment, and supplies, reducing waste and excess. Compliance and Risk Management: Ensure operations comply with all relevant legal, regulatory, and company-specific policies and standards. Identify potential risks in operational processes and develop strategies to mitigate them. Lead or participate in audits and internal assessments to maintain quality control and compliance. Communication and Coordination: Act as a liaison between departments to ensure alignment and smooth communication. Facilitate meetings and discussions to address operational challenges and identify improvement opportunities. Prepare reports and updates for senior management on operational performance, challenges, and achievements. Customer and Vendor Relations: Ensure excellent guest experiences by maintaining service standards and handling escalated guest issues. Oversee customer service operations, ensuring customer satisfaction and resolving any issues or complaints. Maintain strong relationships with vendors, suppliers, and third-party partners to ensure timely delivery of goods and services. Monitor contract performance and manage negotiations as needed. Project Management: Lead or support cross-functional projects to implement new processes, systems, or technologies. Ensure that projects are completed on time, within budget, and in alignment with organisational goals. Competencies and Skills: Leadership: Ability to motivate and lead teams to achieve operational goals. Decision-making: Ability to make data-driven decisions under pressure. Analytical Thinking: Ability to assess complex situations and propose effective solutions. Adaptability: Ability to adjust to changing business needs and external market factors. Experience in leading and motivating a team, with the ability to manage multiple tasks and set clear expectations. A passion for customer service and a track record of delivering exceptional guest experiences. Familiarity with front-of-house operations, including reservation management, POS systems, and staff scheduling. Strong conflict-resolution skills and the ability to handle difficult situations with professionalism and tact. Ability to prioritise tasks, manage multiple demands, and work under pressure. Exceptional organisational skills, with the ability to keep track of numerous details simultaneously. Experience with budgeting, financial reporting, and cost management. Strong verbal and written communication skills with the ability to interact effectively with a wide range of individuals. Exceptional interpersonal skills with a focus on delivering a positive experience for residents, guests, visitors, and employees. Excellent multitasking and time management abilities, with an eye for detail and a commitment to accuracy. Ability to handle challenging situations with professionalism, discretion, and tact. Proficient with office software (Microsoft Office Suite), phone systems, and scheduling software. Familiarity with customer relationship management (CRM) tools and basic office equipment. Friendly, approachable, and confident in interacting with residents, guests, employees, and visitors at all levels. Passion for the hospitality industry. Personal integrity, with the ability to work in an environment that demands excellence. Ability to work collaboratively at all levels within the department. TPBN1_UKCT