Job Description

Job Title:

General Assistant (Support Role - Fire Marshal)

Reports to:

Duty Manager

Location:

Basingstoke

Shift Length:

10-12 Hours (Flexible Days/Nights)

Role Overview

The General Assistant is responsible for supporting hotel operations by assisting the Duty Manager in ensuring smooth service delivery across housekeeping, maintenance, guest services, and compliance.

Acting as the Fire Marshal, they ensure fire safety, security patrols, and adherence to operational procedures. The role demands proactive support in daily operations, problem-solving, and guest interactions while ensuring effective coordination between departments. They are also expected to provide full support to housekeeping and take control of the entire process of arrivals and departures, ensuring seamless execution. Our operations centrally focus on rooms. The priority is to maintain room availability and ensure rooms are ready within 12 hours. All room-related tasks are a top priority.

The General Assistant must conduct daily inspections to identify damages and required repairs, logging them into the system for prompt resolution. They are expected to take initiative in resolving issues on-site--not just acknowledging or forwarding them via email--and follow through to resolution. They must actively support maintenance tasks, take ownership of property issues, and work collaboratively with other teams to ensure hotel operations run efficiently.

The role also involves regular lifting, moving, and transportation of items as required by operational needs. As such, physical fitness is essential, and the ability to carry out manual handling tasks safely and effectively is a key requirement.

Key Responsibilities

1. Operational Support & Compliance

Assist the Duty Manager in daily hotel operations, ensuring all processes run smoothly. Fully support housekeeping and maintenance teams, ensuring rooms and public areas meet hotel standards. Ensure guest rooms are ready on time, coordinating efficiently with housekeeping and maintenance. Conduct property inspections to identify and log damages, maintenance issues, and operational concerns. Assist with fire walks, safety checks, and enforce health and safety SOPs. Help coordinate guest check-ins and check-outs, ensuring efficient room transitions. Carry out minor maintenance tasks to prevent escalation of small issues. Conduct fire walks, checking all fire exits, alarms, and safety systems. Support daily operations and report issues to the Duty Manager.

2. Stakeholder Communication & Issue Resolution

Manage emails and guest concerns by ensuring proper follow-up and resolution. Relay urgent operational matters to the Duty Manager and monitor progress. Collaborate with departments (housekeeping, operations, facilities, management) for problem-solving. Work with third-party security to uphold safety and operational efficiency. Use available resources responsibly and report any unnecessary expenditure.

3. Fire & Safety Compliance (Fire Marshal Role)

Serve as the Fire Marshal, conducting inspections and ensuring fire exits are unobstructed. Assist with fire drills and emergency evacuations as per guidelines. Ensure first aid kits are fully stocked and emergency procedures are well communicated.

4. Facilities, Maintenance & Energy Management

Identify and log maintenance issues, ensuring they are not left unresolved. Carry out basic maintenance (e.g., changing bulbs, checking fire doors, reporting leaks). Conduct daily inspections for energy waste and property safety. Assist with security patrols, checking access points and restricted areas. Perform weekly utility meter readings (water, electricity, gas) and ensure accurate logging. Report rooms out of service for over 24 hours in handovers and to the Duty Manager. Monitor inventory, report damages, and request procurement as needed.

5. Incident Management & Reporting

Log and report incidents (guest complaints, maintenance faults, security concerns) in accordance with SOPs. Follow up to ensure issues are resolved and documented in the system. Assist in producing reports on safety compliance, maintenance trends, and housekeeping status.

6. Team Collaboration & Support

Coordinate with Duty Managers, housekeeping, security, and other teams for operational efficiency. Assist in preparing accurate shift handovers, passing on key information. Support onboarding/training of new staff in safety and operational procedures. Attend all required training and follow protocols set by the Duty Manager.

7. Guest Experience & Customer Service

Interact with guests professionally and courteously, ensuring service standards are maintained. Respond to guest requests promptly and effectively. Promote a positive and professional image of the hotel at all times.

8. SAEKER Compliance

Complete all assigned tasks in SAEKER on a weekly and monthly basis. Ensure the SAEKER system is consistently up to date, including all relevant logs, inspections, incident records, and safety checks. Actively monitor and follow up on outstanding actions in the system and work with relevant departments to close them off within deadlines.

Skills & Qualifications

Prior experience in hospitality, housekeeping, or facilities is desirable. Strong problem-solving abilities and proactive mindset in fast-paced environments. Fire Marshal and First Aid certification (or willingness to train). Capable of performing minor maintenance tasks and understanding safety procedures. High attention to detail and commitment to excellence. Strong communication and teamwork skills. Physically fit and able to lift, move, and handle items safely as part of daily operations. Flexible availability for both day and night shifts.

Key Differences & Alignment with the Duty Manager Role

? Supports operations under the guidance of the Duty Manager--does not lead but assists.
? Takes ownership of issues rather than relying on others to resolve them.
? Collaborates with third-party security to maintain compliance and operational control.
? Actively participates in maintenance and inspections, reducing external dependencies.
? Ensures guest satisfaction through hands-on support and effective follow-up.

Job Types: Full-time, Permanent

Pay: 12.21-12.50 per hour

Benefits:

Flexitime
Language:

English (required)
Work Location: In person