SUMMARY:
Job Title: Junior Assistant General Manager (Hotel Operations)
Location: V&A Waterfront Cape Town

POSITION INFO:
The Junior Assistant General Manager is responsible for supporting the Deputy General Manager or General Manager in the day-to-day operation of the hotel to ensure exceptional guest experiences, operational efficiency, and financial performance.
The role focuses on ensuring consistent service delivery, maintaining quality standards, managing assigned operational departments, controlling costs, and developing employees. The incumbent assists in overseeing Front Office, Housekeeping, Food & Beverage, Maintenance, Grounds, Garden, Pool and Security operations (where applicable).
During management duty shifts, the Junior Assistant General Manager assumes responsibility for all hotel departments and provides leadership to ensure smooth daily operations.

Minimum Requirements

Education

Essential

• Grade 12
• National Diploma in Hospitality Management or equivalent qualification
• Computer literacy with proficiency in Microsoft Office

Advantageous

• Food & Beverage qualification or practical exposure
• Minimum 1 year in a Front Office Coordinator (FOC) position with exposure to all hotel departments.
• Completion of an internal Assistant General Manager development programme.
• Additional Food & Beverage experience.

Key Competencies

• Hospitality Management
• Food & Beverage Operations
• Revenue Management
• Financial Literacy
• Human Resources and Industrial Relations
• Property Management Systems (PMS)
• Revenue Management Systems

Skills

• Financial statement interpretation
• Budget preparation
• Hotel operations management
• Revenue and yield management
• Data analysis
• Sales and marketing
• Communication skills
• Leadership and decision making

Behavioural Attributes

• Accountability
• Results driven
• Customer focused
• Detail orientated
• Service excellence
• Collaboration
• Assertiveness
• Adaptability
• Learning agility

Key Responsibilities

Financial Management

• Support achievement of accommodation, food and beverage, conferencing and other revenue targets.
• Assist with revenue forecasting and monitoring competitor activity.
• Control departmental expenditure and labour costs.
• Analyse Profit and Loss reports and implement corrective action where required.
• Manage staffing schedules in line with operational requirements.
• Assist with creditor and debtor management.
• Participate in stocktakes and inventory control.
• Complete month-end and year-end financial processes accurately and on time.
• Support internal and external audits.

Revenue Management

• Maximise room occupancy and average room rate.
• Apply revenue management principles.
• Monitor forecasting tools and implement pricing recommendations.
• Complete required revenue management reporting.

Food & Beverage Operations

• Maximise food and beverage revenue opportunities.
• Coordinate group bookings and menu planning.
• Ensure operational readiness for conferences and group events.
• Maintain service standards during peak periods.
• Manage stock, service equipment, linen and operating supplies.

Hotel Operations

• Coordinate group arrivals and operational planning.
• Maintain operational visibility during busy service periods.
• Ensure efficient department coordination.
• Monitor quality standards across all operational areas.

Brand Standards

• Ensure compliance with operational procedures and service standards.
• Maintain consistency of guest experience.
• Identify opportunities for service improvement and operational innovation.

Maintenance

• Monitor preventative maintenance schedules.
• Ensure hotel facilities, equipment and guest areas remain in excellent condition.
• Coordinate repairs and maintenance requirements.

Operational Improvement

• Identify opportunities to improve productivity, efficiency and guest satisfaction.
• Encourage continuous improvement initiatives.
• Implement approved operational enhancements.

Workforce Planning

• Prepare employee rosters.
• Ensure adequate staffing levels.
• Control labour costs while maintaining service standards.
• Monitor attendance and shift planning.

Legal Compliance

• Ensure compliance with all applicable legislation.
• Maintain Occupational Health and Safety standards.
• Monitor food safety and hygiene requirements.
• Ensure security procedures are followed.
• Investigate and report operational incidents.
• Maintain required operational records and documentation.

Guest Service Excellence

• Deliver exceptional guest experiences.
• Resolve guest complaints professionally and promptly.
• Monitor guest feedback platforms.
• Implement corrective actions where necessary.
• Promote continuous improvement in service delivery.

Human Resource Management

• Assist with recruitment and onboarding.
• Conduct inductions for new employees.
• Manage probation reviews.
• Support disciplinary processes.
• Conduct performance appraisals.
• Coach and mentor team members.

Training and Development

• Participate in operational and legislative training.
• Ensure employees attend required training.
• Coach employees on operational procedures, guest service standards and company policies.
• Maintain training records.

Employee Relations

• Foster positive working relationships.
• Motivate and support employees.
• Recognise and reward outstanding performance.
• Promote teamwork and employee engagement.

Personal Development

• Participate in performance reviews.
• Complete required training programmes.
• Maintain an individual development plan.
• Continuously develop professional knowledge and skills.

Working Conditions

• Shift work, including weekends and public holidays.
• Long working hours as required by hospitality operations.
• Frequent standing, walking and movement throughout the hotel.
• Occasional manual handling.
• Exposure to a fast-paced operational environment requiring sound judgement and decision-making.

Key Performance Areas

• Financial Performance
• Revenue and Yield Management
• Food & Beverage Operations
• Hotel Operations
• Brand Standards Compliance
• Preventative Maintenance
• Operational Efficiency
• Workforce Planning
• Legal and Safety Compliance
• Environmental Sustainability
• Community Engagement
• Guest Satisfaction
• Human Resource Management
• Training and Development
• Employee Relations
• Personal Development