Scope and
general purpose:
Support the General Manager in overseeing all aspects of hotel
operations, ensuring exceptional guest experiences, operational excellence, and
profitability. The DGM serves as the second-in-command, providing strategic
direction, team leadership, and operational oversight across various departments,
including Food & Beverage, Housekeeping, Maintenance, and Front Office and ensuring
the delivery of the Vision, Mission,
Purpose and adherence to the core values that underpin the overall success of
these departments.
Key
Responsibilities:
Operational Leadership
· Oversee daily hotel operations to ensure seamless service
delivery and adherence to The Torridon standards and Partner Standards -
Forbes, POB, Relais and Chateaux
·
Act as the General Manager’s representative in their absence,
maintaining continuity of leadership and guest satisfaction.
·
Ensure all departments operate efficiently, reviewing training,
SOPS, stock control and practices while maintaining luxury service levels.
·
Monitor performance metrics (occupancy, ADR, RevPAR) and
implement strategies to optimise results.
·
Review operational reports and financial data to ensure KPIs are
achieved.
·
Manage departments in the absence of
the head of department, as and when required.
·
Ensure that our ESG policy is implemented across all departments
and regularly reviewed and monitored to ensure that People, Plant and Pounds
are effectively and efficiently monitored.
Guest Experience & Brand Standards
·
Champion The Torridon’s vision of being a world-leading hotel
that makes people feel special and personalise guest experiences.
·
Handle VIP guests and resolve complex service issues swiftly and
discreetly.
·
Drive service excellence through continuous training and
performance monitoring.
·
Drive the quality audits for the hotel
and produce an update report to the leadership team with recommendations as
necessary.
·
Maintain a strong presence throughout the hotel, interacting
with guests and team members daily.
·
Coordinate an annual review of
departments, benchmarking and competitive analysis and report on how we can
improve the delivery of 5-star guest experience across the resort.
Team Leadership & Development
·
Lead, mentor, and motivate department heads to deliver high
performance and team engagement.
·
Foster a culture of accountability, innovation, and service
excellence.
·
Assist in recruiting, developing, and retaining top performers
in all operational departments.
·
Conduct regular meetings to align goals, communicate updates,
and promote collaboration.
·
Manage the team accommodation for all
team members; ensure that a comfortable, clean and safe home is maintained for
each member of the live-in team.
· Ensure a
personal programme of CPD to ensure personal growth and development, and to
keep up to date with management best practices.
· Monthly
review rotas to ensure work-life balance and productivity are coordinated in
all departments to ensure the management of Toil effectively and efficiently.
Financial & Strategic Management
·
Support the General Manager in developing annual budgets,
business plans, and performance goals.
·
Control costs, manage resources, and identify opportunities for
revenue enhancement.
·
Analyse financial statements and implement corrective measures
to ensure profitability.
·
Participate in strategic decision-making to achieve the hotel’s
long-term objectives as part of the Leadership team.