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THE ROLE
We are seeking a passionate and experienced Assistant General Manager to join our Pre-Opening team at Versus Edit, made up of 378 studios across 3 & 15 West Lane. The AGM will be responsible for setting up the Front of House department and participating in the creation of our guest journey. Post-opening the AGM will lead day-to-day operations, be responsible for maintaining our guest experience and maintain excellent relationships with stakeholders across all departments.
MAIN RESPONSIBILITIES
Pre-opening:
Create FOH processes, SOPs, and train FOH team to ensure they are followed, including handovers, complaint resolution, task lists, reporting, among others.
Recruit, train and manage FOH team including Duty Manager, Day Hosts and Night Hosts.
Alongside GM, build the guest journey and touch points to be embedded into roles across departments.
Participate in the creation of brand standards for teams other than FOH.
Participate in the set up of operating systems, including PMS and its operational integrations.
Build relationships with stakeholders across Canary Wharf, including potential partners in events and other areas.
Complete comp set visits to understand the market.
Carry out site visits for potential partners.
Ad hoc tasks related to other areas of the business including building set up, H&S, marketing, retail partnerships.
Guest Experience:
Manage and develop talent within FOH team, ensure team remain engaged.
Respond promptly and effectively to guest enquiries and complaints.
Identify and implement opportunities to improve the guest experience.
Responsible for developing surprise and delight programme.
Monitor guest satisfaction metrics and take action to address any concerns, ensure all reviews and surveys are responded to in a timeline manner.
Responsible for ROTAS for FOH team.
Additional Responsibilities:
Stay informed about industry trends and best practices.
Represent the hotel in the community.
Manage day to day operations and relationships with stakeholders in the GMs absence.
PERSON SPECIFICATION
An honest and trustworthy individual with an exemplary track record in hospitality.
The incumbent must have an appreciation for the importance of customer service and how this is applied in the context of Canary Wharf.
Excellent communication and customer service skills.
Minimum 5 years of experience in the hospitality industry, with at least 3 years in a leadership role.
Excellent communication, interpersonal, and leadership skills.
Ability to work effectively under pressure and meet deadlines.
Proficient in hospitality software and technology.
Bachelor's degree in Hospitality Management or related field preferred.
Prior experience with new hotel openings is preferred.
Excellent management, negotiating, and organisational skill and interpersonal team building skills.
Able to effectively communicate to guests / residents, management, and coworkers and read, write and understand the English language.
Working knowledge of current technology including property management systems an advantage.
Microsoft Office: Word, Excel, Outlook proficiency.
Follow directions with attention to detail, speed and accuracy.
Be able to multi-task in a fast-paced work environment.
Must be able to exercise confidentiality and discretion.
WHAT WE OFFER
Diversity and Inclusion:
We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.
Flexible Working: As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.
Learning and Development:
At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.
Other Benefits:
We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.
