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 directly under the General Manager, stepping in to assume full responsibility during the General Manager’s off days. This role is suited 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

• 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.

• Set and maintain service standards, driving a high level of attentiveness and warmth.

Rooms Division & Housekeeping Oversight

• Supervise housekeeping, laundry, and guest attendants in collaboration with reservations and housekeeping supervisors.

• Maintain cleanliness and upkeep of guest rooms and public areas aligned with brand standards.

• Address guest requests and resolve issues promptly.

Food & Beverage Service Support

• Work closely with the F&B team to ensure restaurant operations and consistency in guest dining experiences.

• Oversee quality and presentation while maintaining service standards.

• Assist with menu planning and special events as needed.

Grounds & Maintenance Standards

• Implement and monitor Standard Operating Procedures (SOPs) across all departments.

• Upkeep of the grounds and maintenance.

• Monitor staff adherence to operational standards, grooming, punctuality, and professionalism.

• Conduct regular walk-throughs to inspect standards, identify 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 department heads.

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

Guest Relations & Experience

• Resolve guest complaints and follow up promptly and effectively.

• Lead by example, setting a positive tone and leading by example and resolving issues swiftly and professionally.

• Anticipate guest needs, train the team to anticipate needs and create memorable stays.

General Management & General Manager Support

• Stand in for the General Manager as required, ensuring uninterrupted leadership and decision-making.

• Foster a positive work environment that encourages staff engagement, reporting, and departmental coordination.

• Support the General Manager in the achievement of team efforts with hotel goals.

QUALIFICATIONS & EXPERIENCE

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

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

SKILLS & COMPETENCIES

• Excellent communication and interpersonal skills.

• Proven track record of managing hotel departments in a boutique hotel or luxury property is preferred.

• Strong leadership, organizational, and time management skills.

• High attention to detail, integrity, professionalism, and operational discipline.

• Ability to work flexible hours, including weekends and holidays, as required.