Position Detail
Overall Purpose of the Job
This role, like all others in the group, must prioritise “making every guest a returning and referring guest”. In putting the guest experience first, manages the day-to-day leadership and direction of the hotel and in particular of the assigned department/s, maximises the hotel’s sales and revenue, carefully manages expenses and drives the hotel’s financial returns. Takes ownership of the physical product and the development of people, executes on brand standards and builds awareness of the hotel and brand within the local area. Collaborates with Support Office to achieve the shared business objectives. As a Junior Assistant General Manager, assists the Deputy General Manager | General Manager in the running of the hotel to ensure that guest services are consistent with set standards of service and quality, and the desired profitability, particularly with regards to the effective operation of the assigned department/s (front office, housekeeping, food & beverage, maintenance, grounds, garden and pool, and security (as applicable)). In addition to the assigned department/s, assumes responsibility for other departments when on duty management shifts. Provides a congenial atmosphere in which employees can perform to the best of their ability.
Education (Formal Qualification Required)
Minimum
Grade 12.
National Diploma Hospitality Management/C & G Advanced Diploma/Equivalent.
Computer literacy is essential particularly with a proficiency in Microsoft Office Suite.
Advantageous
Food and Beverage qualification/exposure.
Legal Requirements (e.g. Driver’s License, etc.)
To be eligible to hold a position of authority or responsibility, such as a liquor license.
Experience (Minimum Experience Required - Number of years)
Minimum
The incumbent must have held an FOC position, with proven exposure to all departments for at least 1 year.
Advantageous
Internal applicants must have preferably completed an AGM internal development programme.
Food and Beverage.
People
May propose the hire of new employees up to the level of Supervisor.
Is required to issue verbal/written warnings when necessary and in the event of company policy having been violated.
Finance
All expenditure only with the prior authority of the Deputy General Manager | General Manager.
The job requires the handling of money and the authorisation to dispense and deposit company funds and is therefore subject to a fraud and credit check.
Occasional Duties
Carry out any duties as may be requested by a more senior member of management and in line with expertise and role.
Special Conditions
The job involves the working of long hours and shifts as per the requirements of the hospitality industry and in accordance with the applicable legislation.
This job requires prolonged sitting, walking, and standing; working in awkward and static postures; performing repetitive movements; exposure to psychosocial and cognitive stressors; managing fatigue due to prolonged shifts and irregular hours; and undertaking occasional manual handling.
Competencies (Knowledge, Skills and Behavioural Attributes)
Knowledge
- Hospitality management
- Food and beverage management
- Basic revenue management
- Basic financial literacy
- Basic HR and IR
- Property Management Systems (PMS) and revenue management tools
Skills
- Interpreting financial statements
- Compilation of department budgets
- Hotel management
- Yielding and hotel pricing
- Interpreting current and historical hotel data
- Understanding historical and future trends
- Data analysis
- Sales and marketing
- Verbal and written communication
- Learning agility
Behavioural Attributes
- Accountable
- Fostering of a conducive work environment
- Results orientated
- Detail orientated
- Assertiveness
- Collaborative
- Service orientated
- Customer-centric
- Adaptive to diversity
Position Requirements
Detailed Description / Output
- Achieves and exceeds the forecasted revenue budgets for accommodation, food and beverage, conferencing and sundry revenues.
- Controls expenditure disciplines to ensure alignment to hotel expense budgets.
- Achieves the correct average room rates across all market segments for rooms and conferencing.
- Manages and controls the payments and collections of monies into and out of the hotel’s bank accounts.
- Compiles and manages all month end and year end processes and obtains the necessary authorisation thereof for the accurate and timeous submission of data in line with all the internal and external financial audit requirements.
- Maximises room revenue through both average room rates and occupancy percentages by the efficient and effective revenue management processes and practices.
- Maximises all revenues, including food, beverage, conference and sundry revenues, through efficient selling of packages and inclusive deals.
- Plans and manages group arrivals and restaurant operations by coordinating menus and resources, maintaining visibility during peak shifts, and overseeing service gear quality, stock levels, and loss control to ensure smooth and high-standard service delivery.
- Maintains and enhances the brand and group standards, as applicable, to ensure consistency and continuity in service levels throughout all group hotels.
- Manages the compliance with service intervals of all major plant and equipment and oversees the preventive maintenance programme for all hotel bedrooms and public areas.
- Be on the lookout for and be aware of any enhancements that could improve the group’s product offering, service delivery, productivity and efficiencies and to communicate such to the group.
- Plans and controls the adequate and compliant levels of staffing per shift.
- Complies with all legislation that applies to hotel operations in the country the hotel operates in.
- Implements the hotel’s environmental sustainability plan to achieve the company’s overall sustainability goals.
- Fosters great relationships in the community in which the hotel operates through active participation in Corporate Social Investment (CSI) activities in accordance with company requirements.
- Creates the environment in which guests receive excellent service, in accordance with the company’s marketing strategies and promise, as well as the corporate image.
- Participates in and manages the hotel’s human resource function in accordance with the company’s human resource policies.
- Conducts and takes part in all legislative and operational training, while tracking attendance of direct reports.
- Achieves and maintains good working relationships and cooperation with hotel employees and company colleagues.
- Upskills and develops personal growth plans by participating in personal development activities.