Job Title: Deputy Hotel Manager Reports To: Hotel Manager Direct Reports: Heads of Department: Front Office, Food & Beverage, Fitness & Leisure, Spa Liaises With: Support Function heads in Finance, Facilities, Commercial, Human Resources & Housekeeping Collaborates With: Timeshare Manager POSITION SCOPE To support the Hotel Manager in leading, directing, and inspiring the hotel operations team, ensuring that all departments under their remit are aligned and motivated to deliver the core company values of Langdale: recruiting, training and retaining the very best Staff ( Our People ), delivering a superior and consistent quality guest experience ( Our Customer & Quality ), and contributing to superior profitability ( Our Profit ). Acts as the hotel's senior representative in the absence of the Hotel Manager, maintaining a personal moral code of conduct and integrity that sets the standard for all staff. HUMAN RESOURCES Ensures operational departments are effectively staffed and motivated to deliver consistently high levels of guest service. Demonstrates a participative and hands-on management style that promotes the development of team members and supports the achievement of hotel objectives. Works closely with the Human Resources department in delivering their Service Level Agreement. Facilitates and participates in: Company and departmental inductions Job chats and probationary reviews Departmental skills training Personal business objective setting and monitoring Motivational appraisals for direct reports Staff consultative committee meetings Health & safety meetings Departmental meetings Regular update meetings with direct reports PRODUCT AND SERVICE QUALITY Monitors guest feedback from all channels and supports the Hotel Manager in responding appropriately and communicating insights to the team. Ensures hotel operating standards are upheld across all operational departments. Personally conducts regular quality checks in bedrooms and public areas. Supports the development and implementation of initiatives to enhance guest satisfaction and operational excellence. Ensures guest complaints are handled effectively and professionally. FORECASTING & ANNUAL BUSINESS PLANNING & OBJECTIVES Supports the Hotel Manager in the monthly forecasting process and contributes to the creation of the rolling 12-month forecast. Assists in the development and execution of the Annual Hotel Business Plan and Budget, with a focus on operational delivery and standards. Works closely with the Commercial & Finance departments in delivering their Service Level Agreements. Helps drive commercial and operational actions to influence revenue and cost control. Supports the development and monitoring of departmental objectives and KPIs aligned with the company's core values. COMMERCIAL DELIVERY Works with the Hotel Manager and Commercial team to influence key performance metrics (Occupancy %, ADR, REVPAR, TREVPAR). Maintains positive relationships with guests and lodge owners, encouraging engagement with hotel services. Supports tactical sales and marketing initiatives and contributes to PR and promotional activity. Monitors and improves sleeper diner conversion and other key commercial metrics. INTERNAL BUSINESS CONTROL Assists in analysing departmental performance against forecast, budget, and prior year, with a focus on revenue, payroll, and profitability. Supports adherence to financial systems and Langdale accounting policies. Contributes to the management of health & safety and legal compliance within the hotel. Participates in the annual Internal Control Questionnaire (ICQ) process. Remains informed on local market trends and competitor activity. REPORTING Provides timely updates and reports to the Hotel Manager on operational performance, risks, and opportunities. Participates in: Daily, weekly, and monthly operational meetings Local community and industry networking events Working parties and project teams as required Supports the preparation of monthly performance reports and Balanced Scorecards. PROPERTY MANAGEMENT Works with the Facilities team to ensure the physical product is maintained to a high standard. Supports the implementation and auditing of preventative maintenance systems. Makes recommendations for improvements to the hotel's physical assets. LIFE SAFETY • Remains alert to potential threats to life, safety and security of employees and guests. Particular emphasis on the application of the Health & Safety policy, the Fire Management System and Food Safety Systems including Allergens Management. • Ensuring that Company Crisis Management Procedures are in place. • Works closely with the LLL Health & Safety compliance department in their delivery of Service Level Agreement services. This Job Description is intended to outline the general nature and level of work expected for this role. It is not a comprehensive list of all duties and responsibilities associated with the position. This document does not form part of contract of employment and may be amended at any time to reflect changes in the role or the needs of the Company.