Trainee Manager
POSITION Trainee Manager (TM)
DEPARTMENT Management
RESPONSIBLE FOR All staff when on duty
REPORTS TO Hotel Manager
PRIMARY OBJECTIVE OF THE POSITIONTrainee Manager will demonstrate the highest level of courteous and efficient service, to ensure guests feel welcome and that their needs will be attended to at all times during their stay. They will act as a face of the hotel and ensure that guest requests are honoured-hence maximise revenue and guest satisfaction. TM will also be to overseeing the operations, ensuring employee productivity, ensuring we are offering high level of cleanliness, maintenance and health and safety in all areas of the complex. TMs will meet and update management daily to ensure they are up to date with any issues and updating on any improvement recommended. All work will be in line with the hotel’s business plan, budget and Radisson Blu policies.
COMMITMENT TO EXCELLENCEEvery member of staff is expected to ensure that the hotel guest's comfort, satisfaction and well being is catered for in a friendly, helpful, efficient and personalised manner at all times.
Trainee Manager drives the following areas of the business:
Delight our Guests.Driving a service culture, which delivers outstanding customer service through all departments of the hotel. Ensuring an environment where everyone in the hotel is focused on "walking the extra mile" to deliver outstanding customer service.
• To assist with the day-to-day operation,• Driving a Culture of delight throughout the operation team,• Delivering a high-quality experience for all our guests,• Building guest loyalty across all sectors of the business,• Actively seeking verbal feedback from customers on a regular basis,• Agreeing and implementing actions to make improvements to customer service,• Positively dealing with and learning from customer complaints and comments,• Making sure all customer requests and queries are responded to promptly andeffectively with corrective action to solve any deficiencies,• Regularly monitoring levels of customer service in all areas against BrandStandards,• Recognising Radisson Rewards membership, and ensuring our customers experience the benefits,• Helping the hotel to achieve QPR, GRI, CQI, OES, NPS targets,• Using customer feedback to activate long-term improvements to products andServices,• Checks that the staff meet and exceeds guest expectations by training andencouraging the team to provide Yes, I Can service,• Act as an ambassador of the hotel and ensure that guests are receiving anunparalleled guest experience,• Ensuring all meeting organisers and VIP guests are greeted during their stay,• Must be effective in handling problems in the workplace, including anticipating,preventing, identifying, and solving problems, as necessary.
Assisting with Hotel Operations • To be proficient in all Operational Departments and their procedures• To be a resource when needed and has a presence at key events,• Be aware of the status of the availability of rooms at the hotel on any given day,• Conducts daily inspections of the hotel property to ensure it is kept in the bestcondition,• Communicating and delegating duties to the team, in the absence of a HOD or where required• Understanding what is going on in all departments and implications for other departments within the hotel,• Working with the HOD's to ensure adequate resources are available,• Ensuring that shift handovers and briefings are carried out across the property,• Accepts flexible working schedule necessary for uninterrupted service to hotelguests and hotel's stakeholders,• Assist in training of staff members to provide high quality service to our guests,
Assisting with departmental SOP's• Ensure Brand Standards are consistently delivered throughout the departments,• Maintaining the hotel product in line with SOP's,• Having detailed knowledge of all departmental SOP's,• Assessing staff performance against SOP's and provide feedback to HODs• Getting members of the team to work co-operatively with others,• Keeping the team up to date about departmental, hotel and company activities through regular communication,
Self-Management• Sets and strives to achieve high personal performance standards,• Plans, organises, and uses a systematic approach to get things done.• Manages time and resources effectively,• Prioritises actions and manages tasks through to completion,• Actively seeks opportunities to develop and learn from experience at all levelsCommunication and Leadership Skills• Communicates openly and clearly both verbally and in writing,• Pitches information at the appropriate level,• Listens and is sensitive to the needs of others,• Develops positive working relationships at all levels,• Effectively delegates to get things done,• Manages conflict effectively,• Motivates and inspires team members to perform.
Problem Solving and Decision Making• Collects and analysis's relevant and accurate information about aProblem,• Seeks innovative solutions,• Makes conscious decisions to action things,• Accepts personal responsibility for making things happen, constantly review to improve
Pro-Active Behaviour• Self-reliant, working with minimal control and direction,• Acts on own initiative when appropriate,• Thinks ahead, developing contingency plans where necessary,• Has drive and determination to succeed,• Contributes and is effective when team members working with peers.
Flexibility• Adapts quickly and positively to new situations,• Continues to be productive in changing circumstances,• Can handle more than one task/situation at a time,• Adapts work emphasis to ensure profit delivery through people andProduct.
This Job description is not intended to define a definitive list of duties and responsibilities and is subject to regular review to ensure that it accurately represents the key requirements of the post holder.
POSITION Trainee Manager (TM)
DEPARTMENT Management
RESPONSIBLE FOR All staff when on duty
REPORTS TO Hotel Manager
PRIMARY OBJECTIVE OF THE POSITIONTrainee Manager will demonstrate the highest level of courteous and efficient service, to ensure guests feel welcome and that their needs will be attended to at all times during their stay. They will act as a face of the hotel and ensure that guest requests are honoured-hence maximise revenue and guest satisfaction. TM will also be to overseeing the operations, ensuring employee productivity, ensuring we are offering high level of cleanliness, maintenance and health and safety in all areas of the complex. TMs will meet and update management daily to ensure they are up to date with any issues and updating on any improvement recommended. All work will be in line with the hotel’s business plan, budget and Radisson Blu policies.
COMMITMENT TO EXCELLENCEEvery member of staff is expected to ensure that the hotel guest's comfort, satisfaction and well being is catered for in a friendly, helpful, efficient and personalised manner at all times.
Trainee Manager drives the following areas of the business:
Delight our Guests.Driving a service culture, which delivers outstanding customer service through all departments of the hotel. Ensuring an environment where everyone in the hotel is focused on "walking the extra mile" to deliver outstanding customer service.
• To assist with the day-to-day operation,• Driving a Culture of delight throughout the operation team,• Delivering a high-quality experience for all our guests,• Building guest loyalty across all sectors of the business,• Actively seeking verbal feedback from customers on a regular basis,• Agreeing and implementing actions to make improvements to customer service,• Positively dealing with and learning from customer complaints and comments,• Making sure all customer requests and queries are responded to promptly andeffectively with corrective action to solve any deficiencies,• Regularly monitoring levels of customer service in all areas against BrandStandards,• Recognising Radisson Rewards membership, and ensuring our customers experience the benefits,• Helping the hotel to achieve QPR, GRI, CQI, OES, NPS targets,• Using customer feedback to activate long-term improvements to products andServices,• Checks that the staff meet and exceeds guest expectations by training andencouraging the team to provide Yes, I Can service,• Act as an ambassador of the hotel and ensure that guests are receiving anunparalleled guest experience,• Ensuring all meeting organisers and VIP guests are greeted during their stay,• Must be effective in handling problems in the workplace, including anticipating,preventing, identifying, and solving problems, as necessary.
Assisting with Hotel Operations • To be proficient in all Operational Departments and their procedures• To be a resource when needed and has a presence at key events,• Be aware of the status of the availability of rooms at the hotel on any given day,• Conducts daily inspections of the hotel property to ensure it is kept in the bestcondition,• Communicating and delegating duties to the team, in the absence of a HOD or where required• Understanding what is going on in all departments and implications for other departments within the hotel,• Working with the HOD's to ensure adequate resources are available,• Ensuring that shift handovers and briefings are carried out across the property,• Accepts flexible working schedule necessary for uninterrupted service to hotelguests and hotel's stakeholders,• Assist in training of staff members to provide high quality service to our guests,
Assisting with departmental SOP's• Ensure Brand Standards are consistently delivered throughout the departments,• Maintaining the hotel product in line with SOP's,• Having detailed knowledge of all departmental SOP's,• Assessing staff performance against SOP's and provide feedback to HODs• Getting members of the team to work co-operatively with others,• Keeping the team up to date about departmental, hotel and company activities through regular communication,
Self-Management• Sets and strives to achieve high personal performance standards,• Plans, organises, and uses a systematic approach to get things done.• Manages time and resources effectively,• Prioritises actions and manages tasks through to completion,• Actively seeks opportunities to develop and learn from experience at all levelsCommunication and Leadership Skills• Communicates openly and clearly both verbally and in writing,• Pitches information at the appropriate level,• Listens and is sensitive to the needs of others,• Develops positive working relationships at all levels,• Effectively delegates to get things done,• Manages conflict effectively,• Motivates and inspires team members to perform.
Problem Solving and Decision Making• Collects and analysis's relevant and accurate information about aProblem,• Seeks innovative solutions,• Makes conscious decisions to action things,• Accepts personal responsibility for making things happen, constantly review to improve
Pro-Active Behaviour• Self-reliant, working with minimal control and direction,• Acts on own initiative when appropriate,• Thinks ahead, developing contingency plans where necessary,• Has drive and determination to succeed,• Contributes and is effective when team members working with peers.
Flexibility• Adapts quickly and positively to new situations,• Continues to be productive in changing circumstances,• Can handle more than one task/situation at a time,• Adapts work emphasis to ensure profit delivery through people andProduct.
This Job description is not intended to define a definitive list of duties and responsibilities and is subject to regular review to ensure that it accurately represents the key requirements of the post holder.
