Live-in Assistant Manager (TSH164)

Full-time

Accommodation can be offered on an adjusted rent.

## Tasks

**Lead and take responsibility for the on the ground Hotel operations, the teams within it and the guests.**

**The Assistant Manager will work across the multifaceted setting to develop and implement guest focused initiatives, enhancing their customer experience.**

## Requirements

**_Customer Service_**

• **First point of contact and visible presence to the guests by delivering a high quality service to them at all times.**
• **Ensuring the hotel team are meeting the highest levels of service, building relationships with guests, championing their experience, taking on board their feedback and managing their expectations.**
• **Ensuring that issues are dealt with in an efficient and professional manner, whilst balancing the financial constraints of the business.**
• **To respond in a timely manner to any complaints made by guests ensuring that full details of both the complaint and the action taken are recorded.**
• **To provide support to guests in respect of ad hoc issues as they arise.**

**_People Management_**

• **To ensure the effective recruitment, management, and training of staff in accordance with Payman Club Human Resources policies.**
• **To undertake the day to day supervision of hotel staff to ensure the smooth running of the hotel.**
• **To monitor and evaluate hotel staff, to address performance issues as they arise, as well as encouraging the development of individuals to provide a pool of skilled and talented individuals able to deliver high quality services to guests.**
• **To monitor attendance, managing issues of absence as they arise to ensure that service levels are maintained and budgets adhered to.**
• **To ensure that the administrative processes associated with employment are carried out in line with company policy and all statutory obligations.**
• **To ensure that all staff within the hotel receive induction training in line with both local practice and Payman Club policies and procedures.**
• **To ensure that all staff within the hotel receive appropriate training in order to carry out their duties and responsibilities effectively and safely.**
• **To consult and inform staff regarding relevant issues within the hotel and the Company.**

**_Finance_**

• **To deliver all contractual services to guests within the parameters of the approved budget.**
• **To assist is promoting the sale of other services provided by Payman Club or any of its associated companies to guests.**

**_Property_**

• **To understand and comply with all the legal and other regulatory constraints involved in managing property.**
• **To plan and implement a programme of routine and preventative maintenance throughout the hotel.**
• **To ensure that an out of hours emergency maintenance service is available to guests as needed.**
• **To engage contractors where appropriate to carry out cost effective and high quality work.**
• **To manage the relationship with contractors to ensure adherence to Payman Club policies and procedures whilst they are working on site.**
• **To act in the best interests of the company to assist in sales.**
• **Through regular inspection ensure that a high quality environment is maintained throughout the hotel.**

**_Health & Safety_**

• **To be the designated person with overall responsibility for Health and Safety matters within the hotel.**
• **To ensure the provision of a safe environment for guests, staff and visitors.**
• **To comply with all legislative requirements and local and Companywide policies and procedures relating to Health and Safety at Work.**
• **To work collaboratively with any consultants appointed by Payman Club to provide advice and guidance on Health and Safety matters.**
• **To ensure the adequate recording and reporting of Health and Safety at Work in line with Company policies and Procedures and also with any statutory requirements.**

**_Site Facilities_**

• **To work collaboratively with other Retirement Villages staff to ensure that any development and/or redevelopment schemes are successfully implemented. This may involve attendance at Site Meetings and other similar meetings on behalf of the Management Company.**

**_General_**

• **To deliver an excellent customer experience.**
• **To be involved with the delivery of additional products and services**
• **To ensure that the Operations Executive is fully briefed on all matters relating to the running of the hotel on a regular basis.**
• **To prepare any reports, briefings or other documents which may from time to time be required by Senior Managers or Directors of the Company.**
• **To attend any such meetings and training courses as may be reasonably required, including where necessary overnight stays away from home.**
• **Such other duties as are commensurate with the post.**

**5 years plus experience in 3-4\* hotels/within the hospitality sector in operational management capacity.**

• **Experience of direct people management of a team.**
• **Strong role model of excellent customer service.**
• **Confident leader who can empower teams to deliver to the highest standard for our residents by putting them at the heart of everything we do.**
• **Approachable and open manner – able to demonstrate empathy and a personable approach.**
• **Change agent who has experience of leading teams on a journey of continuous improvement.**
• **Have worked within a fast paced environment.**
• **Able to manage ambiguity well and turn it into action to provide clarity and direction.**
• **Ability to influence stakeholders at all levels to gain buy-in.**
• **Account management experience is essential- Good understanding of P&L and path to profit, pitfalls and opportunities.**
• **Comfortable making decisions and being able to think innovatively about solving problems.**

**\- ID Card**

**\- Proof of Address**

**\- DBS Check**

**\- UK work authorization**