ASSISTANT GENERAL MANAGER – Ker & Downey

VACANCY

JOB PURPOSE

The Assistant General Manager plays a pivotal leadership role in supporting the day-to-day operations of Grays Eden Boutique Hotel. This dynamic and hands-on position ensures smooth hotel functioning across all departments, with a strong focus on front-of-house management, guest experience, and operational excellence. The Assistant General Manager works closely under the General Manager, stepping in to assume full responsibility during the General Manager’s off days. This role calls for an experienced hospitality professional who is energetic, detail-oriented, people-focused, and capable of maintaining the high standards and warm atmosphere that Grays Eden is known for.

KEY DUTIES & RESPONSIBILITIES

Front Office Leadership

• Oversee the reception and front office teams to ensure seamless check-ins, guest interactions, and concierge services.

• Monitor and improve guest service delivery, ensuring guests feel welcome, valued, and at home.

• Host guests professionally and personally, maintaining a high level of attentiveness and warmth.

Rooms Division & Housekeeping Oversight

• Supervise rooming procedures, arrivals/departures, and guest allocations in collaboration with reservations and housekeeping.

• Ensure cleanliness and presentation of guest rooms and public areas align with brand standards.

• Maintain high attention to detail across all visual and operational touchpoints.

Restaurant & Food & Beverage Support

• Support food & beverage service, ensuring smooth restaurant operations and consistency in guest dining experiences.

• Work closely with the restaurant and bar team to maintain high service standards.

• Assist with managing inventory, ordering, and identifying upselling opportunities.

Operations & Standards

• Develop, implement, and uphold Standard Operating Procedures (SOPs) across all departments.

• Upkeep of property and site maintenance.

• Model and enforce company and hotel standards: grooming, punctuality, and professionalism.

• Manage guest feedback, respond to complaints and issues, and ensure everything meets expectations.

Stock & Inventory Management

• Oversee stock control across key departments, ensuring proper storage, rotation, and usage.

• Manage ordering of consumables, guest amenities, and front-of-house supplies in alignment with budget.

• Work closely with department heads to monitor usage and reduce wastage.

• Ensure inventory systems are accurate and up-to-date for weekly and monthly reporting.

Events, Promotions & Upselling

• Collaborate with the Reservations and Standards departments to create, coordinate, and execute in-house events and seasonal promotions.

• Support in planning and delivery of functions, group bookings, and special occasions with operational excellence.

Team Leadership & Human Resources

• Provide leadership, motivation, and performance management across hotel departments.

• Assist in recruitment, training, onboarding, and staff development in collaboration with the General Manager and HR.

• Ensure compliance with HR policies, labour laws, and ethical standards.

Guest Relations & Experience

• Ensure all guest feedback is followed up on promptly and effectively.

• Uphold the guest experience as the highest priority, leading by example and resolving issues swiftly and professionally.

• Anticipate guest needs and work with the team to anticipate needs and create memorable stays.

Act as Second in Charge to General Manager Support

• Support the General Manager in their absence to ensure uninterrupted leadership and decision-making.

• Assist the General Manager in budgeting, financial management, reporting, and departmental coordination.

• Support the General Manager in their strategic efforts with hotel goals.

QUALIFICATIONS AND EXPERIENCE

• Diploma or Degree in Hospitality or Hotel Management (or equivalent).

• Minimum five (5) years of experience in a similar senior hospitality role.

• Leadership, strong communication, and interpersonal skills.

• Previous experience overseeing multiple departments in a boutique hotel or luxury property is preferred.

• Experience in training, onboarding, and staff development.

• High attention to detail, service orientation, and operational discipline.

COMPETENCIES

• Strong leadership, time management, delegation, and team accountability.

• Service excellence, guest experience, and operational discipline.

• Ability to multitask, prioritize, and deliver on exceptional guest experiences.