Deputy General Manager

nhow hotel London is seeking a passionate and experienced Deputy General Manager to oversee its unique operations. This role involves supporting the General Manager, driving business growth, and enhancing guest satisfaction while fostering team unity. The hotel, designed by Foster & Partners, offers quirky features and a contemporary take on British icons. The Deputy General Manager will lead strategic planning, operational oversight, and staff development while ensuring compliance with industry standards. Candidates should possess strong leadership skills, experience in hospitality management, and a focus on revenue strategies to contribute to the hotel's success.

Are you a passionate and experienced Deputy General Manager looking for an exciting opportunity?

We are the nhow hotel London a quirky, unique and fun hotel on the border of Shoreditch – we are very different (in the best possible way) to any other hotel in London both in terms of look and feel. At nhow London, our aim is to ensure that all our guests have a different yet positive attitude towards us, and every time they come back to visit, we want each and every one to feel that it is a new experience. Our goal is to create a sense of expectation, a zest for discovery and an appetite to return.

nhow London (pronounced now) had opened in January 2020 and re-opened its door in July 2021 following temporary closure due to pandemic. The hotel has been designed by Sir Norman Fosters acclaimed architectural firm Foster & Partners. The hotel themed is Old London Reloaded, designed by architect James Soane and combines British icons with unconventional contemporary elements. These include a?Big Ben rocket sculpture in the lobby and a wood installation around an LED fireplace.?Across eight storeys, the hotel features a restaurant, bar, gym, networking spaces and meeting rooms.

Whatwe’relooking for

We are looking for aDeputy General Manager which is a senior leadership role that supports the General Manager in overseeing the overall operations of the hotel. This position requires a strong leader with excellent communication, problem-solving, and strategic thinking skills. The Deputy General Manager will be responsible for driving business growth, improving guest satisfaction, encouraging team work, loyalty and unity within departments and enhancing the hotel’s reputation.

What is in it for you?

In this position, you will be working for nhow London which is a brand of Minor Hotels; a professional and international hotel chain. We understand that people make the difference which is conveyed in our excellent working conditions:

University/Talent: Excellent training & (international) development opportunities.

Employee rate in all Minor Hotels worldwide.

Discount for family and friends in all of our Minor Hotels worldwide for accommodation and in our F&B outlets.

Excellent career opportunities for all employees of Minor Hotels; given priority on internal vacancies worldwide.

Westfield Health & Rewards.

20 days holidays + 8 bank holidays.

Refer a Friend Bonus.

Hotel Benefits Gym, Free Meals on Duty, Dry Cleaning.

Peoples Pension.

End-of-year bonus

KEY RESPONSIBILITIES

Leadership and Management:

Second in command/Back up to the General Manager in their absence, making decisions and taking actions that align with business objectives.

Provide leadership and guidance to department heads and staff, ensuring that the hotel’s operations are running smoothly and efficiently.

Foster a positive and inclusive work environment, promoting employee engagement and retention.

Develop and implement leadership development programs to enhance staff skills and knowledge.

Strategic Planning:

Assist the General Manager in developing and implementing business strategies to drive revenue growth, improve guest satisfaction, and enhance the hotel’s reputation.

Conduct market research and analysis to identify opportunities and challenges, and develop strategies to address them.

Stay up-to-date with industry trends, best practices, and competitor activity, identifying opportunities and challenges.

Collaborate with department heads to develop and implement departmental business plans.

Planning, managing and coordinating projects including budgets with the General Manager/Finance/Payroll.

Oversee specific projects, such as renovations or new initiatives, ensuring that they are completed on time and within budget.

Produce information, analysis and reports to ensure line management are informed of project/work progress, problems and agreed resolutions.

Operational Oversight:

Oversee the daily operations of the hotel, ensuring that all departments are working together to provide exceptional guest service.

Cover shifts as required including duty manager, weekends and late shifts.

Conduct regular operational audits to ensure that hotel standards are being met.

Identify areas for improvement and implement changes to optimize operations.

Ensure that line managers have they targets and deliver versus these objectives.

Regularly monitor the daily handover report and check that corrective action is carried out where necessary.

Conduct communication meetings with Line Managers and fill the daily operation report at the end of each day to send to the General Manager.

Guest Satisfaction:

Ensure that guest satisfaction is a top priority, working with Line Managers and staff to deliver personalized service and resolve any guest complaints.

Develop and implement guest satisfaction initiatives to improve guest loyalty and retention.

Monitor guest feedback and respond promptly to any concerns or issues.

Revenue Management:

Assist in developing and implementing revenue management strategies to maximize revenue potential.

Analyse market trends and competitor activity to identify opportunities and challenges.

Collaborate with Line Managers to develop and implement pricing and inventory management strategies.

Make sure all POs are done properly and suppliers are created in SAP and paid for their service.

Make sure all contracts in place are relevant and negotiated to the best.

Make sure all contract PO are done at the beginning of the year for the entire year.

To ensure all POs are entered in the system and approved.

To ensure that Line Managers know their revenue target and their expenses.

To ensure Front Office team deliver upselling, cross selling of F&B outlets.

To ensure F&B team works towards up serving to enhance revenue.

To ensure that all accruals are sent to Payroll before month end.

To ensure all inventories are being done properly and recorded accurately.

To ensure that the daily report is checked and any anomaly is duly reported.

Prepare the EFT with General Manager.

Make sure that all departmental costs are within budget

Staff Development:

Work in collaboration with People and Culture to develop and implement training programs to enhance staff skills and knowledge, improving job performance and guest satisfaction.

Identify training needs and develop training plans to address them.

Evaluate the effectiveness of training programs and make recommendations for improvement.

Recruit, supervise and train direct reports.

Provide technical expertise and support to the teams.

Set department objectives/KPIs, review and assess ongoing performance of direct reports.

Report on achievement of targets and identify any actions required.

Ensure the delivery of the People Strategy within area of accountability

Complete performance reviews of direct reports.

Quality Assurance:

Conduct regular quality assurance checks to ensure that the hotel’s standards are being met.

Identify areas for improvement and implement changes to optimize quality.

Develop and implement quality assurance programs to ensure consistency and excellence.

Compliance:

Stay up-to-date with relevant laws, regulations and industry standards such as health and safety, employment law and data protection.

Establish clear policies and procedures that outline compliance requirements and ensure that all staff understand their roles and responsibilities.

Ensure compliance with health, safety and environmental policies and procedures to ensure the safety and wellbeing of staff and guests

Conduct regular audits to ensure compliance with required standards, and performance targets and take corrective action under direction of line management as appropriate.

Conduct risk assessments of processes and tasks in the hotels under their responsibilities.

Take corrective action when non-compliance is identified and implement measures to prevent future occurrences.

Work closely with other departments such as HR, Finance, Sales and Marketing to ensure compliance in all areas.

Keep accurate records of compliance-related activities such as trainings, audits and incidents.

Knowledge of Standard Operating Procedures (SOPs) and always working according to these directives.

Communication

Communicate effectively with staff, Line Managers and the General Manager, ensuring that everyone is informed and aligned with business objectives.

Foster open and transparent communication throughout the hotel.

Problem-Solving:

Handle complex operational issues and problems, working with Line Managers and staff to find solutions.

Develop and implement problem-solving processes to ensure that issues are resolved promptly and effectively.

Identify root causes of problems and implement changes to prevent recurrence.

Representing the Hotel:

Represent the hotel in various forums, including industry events and community functions.

Develop and maintain relationships with key stakeholders, including customers, suppliers, and partners.

Promote the hotel’s brand and reputation through various channels.

Stay up-to-date with industry trends, best practices, and competitor activity, identifying opportunities and challenges.

MAIN COMPETENCIES AND SKILLS:

Proven experience in hospitality management, preferably in a 4-star or luxury hotel.

Strong leadership and management skills, with the ability to motivate and inspire staff.

Excellent communication and interpersonal skills, with the ability to build strong relationships with staff, guests, and stakeholders.

Strategic thinking and problem-solving skills, with the ability to analyze complex issues and develop effective solutions.

Experience in revenue management, with the ability to develop and implement revenue management strategies.

Ability to lead and manage teams, with a focus on employee engagement and retention.

Ability to think strategically, with a focus on driving business growth and improving guest satisfaction.

Excellent communication and interpersonal skills, with the ability to build strong relationships with staff, guests, and stakeholders.

Ability to analyse complex issues and develop effective solutions.

Experience in revenue management, with the ability to develop and implement revenue management strategies.

AMRT1_UKCT