Deputy General Manager

  • Job Reference: RBH6883
  • Date Posted: 19 April 2021
  • Recruiter: RBH Management
  • Location: Holiday Inn Express Cheltenham, Cheltenham
  • Salary: On Application
  • Bonus/Benefits: Competitive Salary
  • Sector: Hotels
  • Job Type: Permanent

Job Description

At RBH Management Hotels we are looking for exceptional people to provide outstanding service to our guests and who put our people at the heart of everything we do.

The Exciting Opportunity

This Holiday Inn Express Cheltenham, 132-bedroom hotel requires an experienced/first time Operations Manager/Deputy General Manager who is strong in both Food & Beverage and Rooms. We are looking for an individual who is a genuine all-rounder operationally, has a background in branded hotels and can lead a team of HOD's with both commercial awareness and a guest focused attitude.

This an exciting position for a an experienced Hotel/Operations Manager with their eyes set on becoming a General Manager of the future.


  • Assist General Manager in the development, implementation and monitoring of financial and operational plans for the hotel. Provide regular direction and manage hotel operations for all departments.
  • Monitor and report variances against budget and control labour costs and other expenses.
  • Foster positive owner relationships if applicable and assist in providing ongoing information and status reports.
  • Lead the guest experience through training and development of the team and the operational procedures.
  • Ensure all operating costs are in line with forecast sales and control procedures are in line with Company, legal and hotel standards.
  • Ensure all financial targets set are strived to be achieved and any shortfalls are investigated and the relevant remedial action taken.
  • To have a high-profile presence within the operation, managing and motivating the team to ensure they operate to the highest quality standards of product and service.


  • Manage day-to-day operational activities, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict, improve team member performance, and recognise good performance.
  • Educate, train and motivate hotel staff to achieve hotel revenue goals. Ensure staff has the information, market data, tools and equipment to successfully carry out job duties.
  • Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures.
  • Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
  • Encourage efficient and effective inter-departmental communication in order to promote a climate of teamwork and motivation.


Guest experience:

  • Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
  • Review guest feedback and implement strategies for continuous improvement.
  • Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP's, large groups, and other key guests.
  • Lead marketing efforts to upsell guests on hotel services, offerings, and amenities.

Responsible business:

  • Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel's policies and procedures and regulatory requirements. Maintain relations with outside contacts.
  • Comply with state and local laws regarding health, safety and alcohol services.
  • Maintain a focus and commitment to operating a green hotel.
  • Perform other duties as assigned. May also serve as manager on duty.
  • Complete monthly Food Hygiene audits to ensure cleanliness and HACCAP systems adherence.
  • Drive Health & Safety among the operational departments to achieve positive Health & Safety audits.
  • Ensure compliance with Legal, Government and Company Policies relating to, Fire, Health and Safety procedures and ensure team are fully conversant with their responsibilities also.


  • Develop menus and pricing strategies with the General Manager to ensure that the hotel offers enticing menus and packages.
  • Ensure the food & beverage teams have the necessary legal training such as safety and liquor training.
  • Delivery and preparation of group dinners and conference groups.


  • You will be required to do reports for Head Office on regular basis and critique the performance of hotel.
  • Maximise revenue potential from outlets at all opportunities through the implementation of up-selling plans.
  • You will be involved in financial procedures such as daily banking, purchasing, petty cash, payroll etc.
  • Evaluate, monitor and review product and service standards utilising all feedback resources available and ensure corrective action is taken where appropriate.

The Ideal Candidate:

  • Ideally you will need experience of working as Operations Manager within a branded hotel or experience in a multi departmental role.
  • Strong knowledge of the Front office operations is key for this role alongside a passion for the industry with a keen desire to improve the operation of the hotel. Expertise in Brilliant PMS will be added advantage.
  • You will need to possess excellent organisation and time management skills with an eye for detail and the ability to use own initiative.
  • The ideal candidate will be able to work well under pressure whilst maintaining a positive, can do attitude and be highly motivated with a drive to succeed to be the best.
  • Customer focused with a commitment to delivering exceptional levels of guest service.
  • It is essential that you are fully IT literate, previous experience using Micros or similar EPOS systems.
  • This role requires flexibility with regards to working hours and willingness to work weekend, if necessary.

Where Will You Be Working?

Holiday Inn Express® Cheltenham Town Centre hotel is an ideal base to explore Cheltenham's many charms, with family favourite Sandford Parks Lido and the iconic Pittville Pump Room both under a 10-minute drive. The surrounding area has plenty of shops, restaurants and bars. Cheltenham station is 10 minutes' drive away, giving access to Bath and Cardiff in around an hour, with Birmingham Airport even closer. You can reach the Cotswolds in less than half an hour.

What's In It For You?

People love to work with RBH Management Hotels because

  • We focus on health, wellbeing and our communities
  • Our people are truly engaged at work
  • There's open, clear communication from the top
  • We've got great career development opportunities
  • There's a culture of transformation and innovation 

We will give you a competitive salary and opportunities to learn new skills and grow your career. You will receive a benefits package that includes;

  • Everyday discounts from high street retailers
  • Opportunities to be involved in charity and community events
  • Career opportunities, training and help with course fees
  • Discounted hotel room rates for you AND your friends and family that will make you really popular!
  • Incentive programmes
  • Flexible working arrangements because we know your life comes first
  • Free meals on duty
  • Healthcare plans and Insurance plans (just in case)
  • Pension 

The Bigger Picture

With a real focus on performance, people, quality, profit and communities at RBH Management we transform hotels.

RBH Management Hotels is an independent hotel management company, working in partnership with six of the most prestigious hotel brands including IHG, Hilton, Starwood, Accor, Marriot and Wyndham. At RBH Management we stand out from our peers, transforming hotels to perform exceptionally.

So if you have the ambition to continuously improve, deliver results with excellence, show that you care and act with integrity then come and join us, this is just the job for you!

So if you have the ambition to continuously improve, deliver results with excellence, show that you care and act with integrity then come and join us, this is just the job for you!