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The Deputy General Manager will support the General Manager in overseeing the day-to-day operation of the hotel, ensuring exceptional guest satisfaction, team engagement, service consistency, and financial performance. This is a highly visible leadership role requiring a proactive approach, natural presence, and the ability to lead through example.
The role is ideal for someone with a deep understanding of luxury hospitality, who thrives in a boutique environment where detail, personalised service, and storytelling matter.
Key ResponsibilitiesLead and nurture a guest-first culture throughout the hotel, ensuring every interaction reflects the 5-star standard.
Personally greet VIPs, returning guests, and long-stay guests to build rapport and emotional loyalty.
Monitor guest reviews, feedback, and service metrics, driving improvements and resolving issues swiftly and empathetically.
Support the daily running of all operational departments, including Front Office, Housekeeping, Food & Beverage, Spa/Wellness, and Events.
Ensure smooth communication between departments, delivering seamless guest journeys from arrival to checkout.
Oversee rotas, staffing levels, operational planning, and daily briefings.
Mentor, coach, and develop team members, fostering pride, professionalism, and service confidence.
Support recruitment and onboarding processes, ensuring strong team alignment with brand values.
Lead by example on the floor, inspiring excellence through presence and behaviour.
Assist the GM with budget management, revenue tracking, payroll planning, and cost control.
Work closely with revenue management and sales teams to maximise occupancy, ADR, and ancillary revenue streams.
Support ongoing analysis of operational efficiencies and implement improvement strategies.
Ensure all health and safety, licensing, HR, and compliance requirements are met consistently.
Maintain property standards, ambiance, and upkeep through proactive management and communication with maintenance and contractors.
Champion the hotel's unique personality, tone of voice, and guest promise in all service touchpoints.
Support initiatives such as seasonal experiences, local partnerships, events, and marketing campaigns.
? Minimum 35 years in a luxury hotel leadership role (Front Office Manager, Operations Manager, Assistant GM, or similar)
? Prior boutique or 5-star experience essential an eye for detail and personalised service is key
? Strong leadership and mentoring skills with the ability to motivate and inspire a diverse team
? Financial understanding (P&L, budgeting, forecasting, payroll, margins)
? Strong communication, conflict resolution, and guest-relationship expertise
? Experience in managing operational systems (PMS, EPOS, RMS etc.)
? Ability to remain calm, decisive, and solution-focused during high-pressure periods
Warm, genuine, and engaging personality
Confident host with a passion for storytelling and guest connection
Highly organised and proactive
Hands-on leadership style leads from the floor, not the office
Committed to excellence and continuous improvement
Flexible and adaptable in a small-team environment
Competitive salary with bonus structure
Staff accommodation options (if applicable)
Training and professional development opportunities
Meals while on duty
Employee benefits and stay program
Opportunity to shape and grow with a luxury, high-end hospitality brand
