General Assistant

Job Title: General Assistant

Location: Mercure Noke Hotel, St Albans

Shift Length: 10-12 Hours (Flexible Days)

Pay Rate: £12.50 per hour

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Role Overview:

The General Assistant is responsible for overseeing 24/7 operations, compliance, and maintenance of the property, ensuring smooth service across housekeeping, health & safety, operations, and facilities. They act as the Fire Controller and a first aider, ensuring fire safety, emergency responses, and security protocols. The role also requires strong operational management, problem-solving, and the ability to execute action plans effectively.

The General Assistant plays a key role in supporting the management team, ensuring operational efficiency, compliance, and business priorities are met. The General Assistant must conduct regular inspections to identify damages, necessary repair works, and log them into the system for timely resolution. They must also take an active role in resolving issues on-site, not just acknowledging and responding to emails but ensuring effective follow-up, problem-solving, and situation control.

Additionally, they are responsible for working collaboratively with other teams to control hotel operations rather than leaving tasks to others or waiting for external resolutions. The General Assistant must also work closely with third-party security teams to ensure smooth hotel operations and enforce security and compliance measures.

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Key Responsibilities

1. Operations Management & Leadership

• Conduct audits, regular inspections, supervision, and reporting to management.
• Oversee daily operations and ensures efficient team supervision.
• Conduct regular property inspections, identifying damages, maintenance issues, and necessary repairs, and logging them into the system.
• Manage housekeeping, maintenance, and operations, ensuring efficiency.
• Prioritise business needs, operational challenges, and available resources to optimise workflow.
• Conduct regular fire walks audits, checking all fire exits, alarms, and safety systems.
• Manage client requests, ensuring timely responses and accurate documentation while actively working to resolve issues and implement follow-ups effectively.

2. Stakeholder Communication & Problem-Solving

• Serve as the main point of contact for Health & Safety, Security requests.
• Monitor and respond to stakeholder emails, ensuring not just acknowledgment but resolution of issues.
• Escalate critical operational issues to senior management when necessary.
• Ensure detailed record-keeping of all email exchanges.
• Act as an on-site problem-solver, taking proactive steps to control and resolve situations effectively rather than relying on email communication alone.

3. Fire & Safety Compliance (Fire Controller Role)

• Serve as Fire Controller, leading emergency evacuations and enforcing fire safety procedures.
• Conduct fire safety inspections, fire walks, and ensure compliance with all regulatory standards.
• Act as First Aider, responding to medical emergencies when required.
• Support SAEKER compliance tasks and maintain health & safety logs.

4. Facilities, Maintenance & Security Oversight

• Support maintenance teams by identifying and logging repairs, ensuring issues are not left unresolved.
• Perform basic maintenance tasks, such as changing lightbulbs, checking fire doors, and reporting leaks.
• Conduct daily property inspections to monitor electricity and water usage, minimising waste.
• Assist in security patrols, ensuring access points and restricted areas remain secure.
• Perform weekly water, electricity, and gas meter readings, ensuring accurate logging.
• Conduct daily inspections to identify and prevent leaks, electricity waste, and ensure property safety.
• Conduct daily security patrols, ensuring access points and restricted areas remain secure.

5. Incident Management & Reporting

• Prepare training materials and provides training to team members.
• Capture detailed incident reports, ensuring accurate documentation of events.
• Comprehend emergency situations, make sound decisions, and take appropriate actions.
• Ensure all incidents are logged in SAEKER, including follow-ups until resolution.
• Analyse incident trends and recommend process improvements based on findings.
• Generate reports on property safety, electricity usage, and maintenance trends.

6. Team Management & Support

• Work in close coordination with the team to enhance efficiency.
• Assist in preparing shift handovers, ensuring critical information is passed on to the next team.
• Support training initiatives for new team members in safety procedures and operational protocols.
• Ensure staff adhere to company protocols, confidentiality policies, and service standards.

7. Reporting & Documentation

• Create policies and procedures to maintain operational standards.
• Conduct regular property inspections and ensures compliance with policies and procedures.
• Prepare and submit detailed operational reports, ensuring compliance with hotel standards, systems, audits, inventory control, and cost control.
• Track and manage health & safety compliance, risk assessments, and property inspections.
• Use Excel and written communication skills to compile data-driven reports and business insights.
• Ensure handover logs and compliance reports are updated regularly.

8. Compliance & Business Standards

• Have a clear understanding of hotel standards, compliance policies, and confidentiality requirements.
• Follow company protocols and assist the management team in executing and implementing plans of action.
• Monitor contractor access, ensuring work completion and compliance with safety guidelines.
• Maintain strong work ethics, proactive problem-solving abilities, and uphold a high level of professionalism.

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Skills & Qualifications:

• Prior experience in hospitality, housekeeping, or facilities is desirable.
• Strong problem-solving skills and ability to work proactively in a fast-paced environment.
• SIA trained
• Fire Marshal and First Aid certification (training can be provided).
• Ability to handle minor maintenance tasks and understand safety protocols.
• Strong attention to detail and commitment to operational excellence.
• Effective communication skills, ensuring seamless coordination between teams.
• Flexible for day and night shifts to support operational needs.
• Must hold a valid UK driving licence.
• Must be eligible to work full-time in the UK.

Job Type: Full-time

Pay: £12.21-£12.50 per hour

Benefits:

• Flexitime

Ability to commute/relocate:

• St Albans AL2 3DS: reliably commute or plan to relocate before starting work (required)

Language:

• English (required)

Licence/Certification:

• Driving Licence (required)

Work authorisation:

• United Kingdom (required)

Willingness to travel:

• 25% (required)

Work Location: In person