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.
Compensation: Competitive salary
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