Live-in Assistant Manager (TSH164)

Overview

Accommodation can be offered on an adjusted rent. This full‑time Assistant Manager role oversees hotel operations, leads teams, and enhances guest experience.

Responsibilities

• Customer Service
  • First point of contact and visible presence, delivering high‑quality service to guests at all times.
  • Ensure hotel staff meet the highest service levels, build relationships with guests, champion their experience, listen to feedback, and manage expectations.
  • Handle issues efficiently and professionally, balancing financial constraints.
  • Respond promptly to complaints, fully recording details and actions taken.
  • Provide support for ad‑hoc guest issues as they arise.
• People Management
  • Recruit, manage, and train staff in line with Payman Club HR policies.
  • Supervise day‑to‑day hotel operations to ensure smooth running.
  • Monitor and evaluate staff performance, address issues, and encourage development of a skilled workforce.
  • Track attendance, address absences, and maintain service levels and budgets.
  • Ensure employment administrative processes comply with company policy and statutory obligations.
  • Provide induction and role‑specific training in line with local practice and club policies.
  • Consult staff on relevant issues within the hotel and the company.
• Finance
  • Deliver contractual services within the approved budget.
  • Promote additional services offered by Payman Club or its associated companies.
• Property Management
  • Understand and comply with legal and regulatory constraints in property management.
  • Plan and implement routine and preventative maintenance across the hotel.
  • Ensure out‑of‑hours emergency maintenance service is available for guests.
  • Engage contractors for cost‑effective, high‑quality work and manage relationships to adherence to policies.
  • Assist in sales where appropriate and maintain a high‑quality environment through regular inspection.
• Health & Safety
  • Designated person for health and safety matters within the hotel.
  • Provide a safe environment for guests, staff, and visitors.
  • Comply with legislative requirements and company policies on health and safety.
  • Collaborate with consultants appointed by the club for advice and guidance.
  • Record and report health and safety incidents in line with policies and statutory requirements.
• Site Facilities
  • Collaborate with other Retirement Villages staff to implement development or redevelopment schemes, including meetings.
• General Duties
  • Deliver excellent customer experience.
  • Participate in the delivery of additional products and services.
  • Brief the Operations Executive regularly on hotel operations.
  • Prepare reports, briefings, or documents requested by senior management.
  • Attend meetings and training courses, including overnight stays when necessary.
  • Perform any other duties commensurate with the post.

Qualifications

• 5+ years of experience in 3‑4* hotels or hospitality operational management.
• Direct people management experience with a strong model of excellent customer service.
• Confident leader who empowers teams and places residents at the heart of operations.
• Approachable, empathetic, and personable.
• Change agent with continuous improvement experience.
• Experience working in a fast‑paced environment.
• Able to manage ambiguity and turn it into action, providing clarity and direction.
• Influences stakeholders at all levels for buy‑in.
• Account management experience essential – strong understanding of P&L and profitability.
• Comfortable making decisions and innovatively solving problems.

Required Documentation

• Identification Card
• Proof of Address
• DBS Check
• UK work authorization

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