"That which we are, we are;
One equal temper of heroic hearts,
Made weak by time and fate, but strong in will...
To Strive, To Seek, To Find, and not to Yield..."

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Key Relationships:

Interacts with internal and external guests and individuals outside the hotel, report to the General Manager and Deputy, address Area and Corporate staff as appropriate.

Operational Responsabilities:
Assists in the development and implementation of the Strategic Plan, Marketing Plan, Budget and Goals Programme to ensure on an on-going basis optimum guest satisfaction, sales potential and profitability
Ensures highest level of guest satisfaction by providing, within Corporate standards, quality guest services and amenities and ensuring that GSTS goals are attained
Assists in monitoring present and future trends, practices and systems in the hotel industry and determines and ensures execution of competitive programmes as directed
Daily monitors/audits departmental performance and revenues taken to ensure accuracy for reporting
Participates in conducting weekly inspections and ensures physical facilities are kept in operational condition by full implementation of preventive maintenance programmes and judicious planning and management of FF& E, as directed
Establishes and maintains a prominent level of visibility and involvement in the property and in business, social and governmental communities as appropriate
Monitors purchasing practices, with General Manager, to ensure compliance with Group's standards
In the absence of the General Manager, assumes responsibilities as appropriate
Keeps General Manager informed of any unforeseen events, which may occur in his/her absence
Co-ordinates functions and activities with General Manager, Area Manager and Corporate staff as appropriate
Is proactive towards guest complaint procedures to ensure that these are rectified quickly and followed up with appropriately specifically identifying root causes and training needs.

Interacts with internal and external guests and individuals outside the hotel, including, but not limited to, current and potential clients, owning company representatives, community leaders, government officials, travel industry representatives, suppliers, competitors and other members of the local community

Manages the functions of all hotel personnel through supervision of hotel department heads
Identifies future potential department heads and participates in the development of their training plans
Establishes and maintains effective internal communication and meetings structures to ensure optimum teamwork and productivity
Establishes and maintains effective employee relations including open communication with all employees
Health, Safety and Security
Familiarise yourself with Company Health and Safety Policies and ensure your areas promote and comply with them
Take responsibility to rectify hazardous situations, reporting major areas of concern to your General Manager or designate
Familiarise yourself with property safety, first aid and fire and emergency procedures and actively enforce these in your area of responsibility
Ensure security incidents in your operational area are reviewed and corrective measures implemented to prevent recurring incidents
Ensures emergency procedures are practiced and enforced to provide for the security and safety of guest and employees

Prepare, manage and achieve the departmental budgets in your areas of responsibility. Duties include:
Prepare and manage a cost effective budget with measurable targets for department within the financial parameters set down by the hotel budget
Effectively monitor and analyse variations from the budget
Develop systems that measure the cost effectiveness of the department
Develop procedures that track, report on, and control the running costs of the department
Business Planning
Contribute to the overall strategic plan of the business and help compile the annual hotel business plan
Keep abreast of trends in your area and implement best practice initiatives
Develop a competitive business plan for your operational area and communicate this to your operational colleagues and staff

People Management:
Work within the company's Human Resource Management System to ensure the departmental performance of staff is productive. Duties include:
Plan for future staffing needs
Recruit in line with company guidelines
Prepare detailed orientation programmes for new staff
Maintain a comprehensive, current and guest focused set of departmental standards and procedures and oversee their implementation
Ensure training needs analysis of your departmental staff is carried out and training programmes are designed and implemented to meet needs
Deliver training
Actively work at developing your direct reports and identify high potentials
Maintain training records for all direct reports and ensure they do the same for their staff
Conduct probation and formal performance appraisal in line with company guidelines
Coach, counsel and discipline staff, providing constructive feedback to enhance performance
Approve leave requests after considering peaks and troughs in the business
Regularly communicate with staff to maintain positive relationships

Comply with the Company's Corporate Code of Conduct
Familiarise yourself with the company values and model desired behaviours
Perform tasks as directed by the General Manager in pursuit of the achievement of business goals





"Assistant Manager at Redefine International Hotels Management LTD / IHG"

"Deputy Residential Service Lead during the London 2012 Olympic and Paralympic Games"

Assistant Manager at Redefine International Hotels Management LTD / IHG

Redefine International Hotels LTD / IHG Ambassador

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