Assistant General Manager

Assistant General Manager 3.2 3.2 out of 5 stars Hiring an Assistant General Manager who is capable of working with the General Manager to create and implement a vision of restructuring the various hotel departments and policies. The right candidate will have the capability to take this hotel to the highest level of customer service, cleanliness, food and beverage standards, and market penetration. This Assistant General Manager will report directly to the General Manager of the hotel. The responsibilities include managing the daily hotel operations to achieve planned goals for operational integrity as measured by revenue, house profit, and RevPAR index while maintaining company standards for guest satisfaction, quality assurance, and asset protection. Under the direction of the General Manager, the Assistant General Manager oversees the front office, housekeeping, and maintenance departments. A hands-on approach is necessary to effectively manage the qualities of customer service and guest suite cleanliness. Will also be involved in the interviewing and hiring of new associates, as well as disciplinary measures. The Assistant General Manager ensures that all policies and procedures are followed in order to uphold company standards. Responsible for assisting the General Manager in directing and overseeing all operational activities and departments in the hotel in order to maximize revenue, deliver a positive guest experience, and provide exceptional customer service for the guests. Coordinates the activities of hotel personnel as directed and provides support to the General Manager by performing the following duties:

• Setting clear expectations for team members; communicating goals and results; recognizing good team and individual performance on a continuous basis.
• Assisting with all accounting functions, including but not limited to accounts payable and receivable, petty cash, payroll, and ordering procedures.
• Assisting in developing and communicating selling strategies, utilizing brand-specific inventory control, RMS reports, and other forecasting tools. Reviews these weekly with GM.
• Assisting with scheduling based on occupancy, making sure staffing levels are appropriate to exceed guest expectations.
• Assisting with interviewing, hiring, training, counseling, and motivating new associates and newly promoted associates.
• Planning, scheduling, assigning, directing, and reviewing an associate's work.
• Resolving employee relations issues and rewarding/disciplining associates.
• Maintaining and improving guest service & courtesy control programs according to Company & brand standards.
• Ensuring every effort is made to attain the best possible average rate and room occupancy.
• Ensuring all Front Desk personnel are trained to proper credit policies & procedures to minimize bad debt and other related issues.
• Responding promptly to any guest problem or complaint in a professional manner to attain desired guest resolution.
• Overseeing the activities of all staff members in order to ensure adherence to hotel policies and procedures.
• Reviewing all departmental schedules for accuracy and staffing demands.
• Conducting or providing assistance in conducting all daily, weekly, quarterly, and annual meetings.
• Assisting in annual salary review and ensuring that all employee wages follow federal, state, and local wage and hour guidelines.
• Managing all aspects of the hotel in the absence of the General Manager.
• Participating in daily facility inspections throughout the hotel to ensure that cleanliness, safety, and other company standards are implemented.
• Responsible for knowing hotel emergency procedures. Trains associates on emergency procedures.
• Expected to answer calls and be available 24 hours a day and 7 days a week.
• Responding to any emergencies at the property. Assist in developing/implementing long-range and annual plans, operating reports, forecasts, and budgets.
• Maintaining accurate records of hotel funds and information including, but not limited to, the cash flow sheet, accounts receivable and payable, credit card receipts, and registration information.
• Responsible for hotel payroll administration.
• Assisting in the preparation of the yearly and quarterly budgets as well as the annual marketing plan.
• Offering guests assistance whenever possible.
• Responsible for resolving escalated customer relations issues.
• Answering inquiries pertaining to hotel policies and services.
• Must appropriately address guest requests to ensure customers are satisfied with the hotel's services and accommodations.
• Responsible for positively representing and promoting the property.
• Ensuring systems and procedures are in place and followed for guest safety and security.
• Responsible for the efficient, 24-hour operation of the front office.
• Scheduling and covering the shifts of all front desk clerks and night auditors.
• Assisting with sales and marketing efforts as directed.
• Meets with and solicit comments from guests on a regular basis to determine their level of satisfaction with all guest services and facilities.
• Participates in community activities, associate functions, and guest events as required.
• Ensures effective departmental communication and information systems through logs, department meetings, and hotel meetings.
• Communicates with the General Manager on a daily basis.
• Performs "Manager on Duty" responsibilities as required.
• Reviews and approves direct report's time and attendance records.
• Addresses complaints, identifies and resolves problems in a timely manner; may develop alternative solutions; uses reason when dealing with emotional topics and/or situations.
• Maintain a positive work atmosphere by acting and communicating in a professional manner.
• Developing and maintaining good relationships with vendors, guests, and co-workers. Manage and enforce a uniform policy for all staff.
• Ensure employees anticipate, acknowledge and respond to guests' needs through proper training of brand and other programs.
• Helping other departments as needed with a positive and cooperative attitude.
• Any duties assigned by the General Manager.
• Represent the company in a professional manner at all times
• Show initiative, strive for excellence, accept responsibility and be goal-oriented.

SKILLS, EDUCATIONAL BACKGROUND, AND EXPERIENCE REQUIRED

• Degree in Hotel Management or related field
• Minimum of four years of hotel front-desk management experience
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace
• Requires walking and standing for significant periods
• Requires management/supervisory skills
• employee development, training and evaluation, scheduling, staffing
• Choice Advantage experience highly preferred.
• Requires excellent computer skills and proficiency with Microsoft Excel and Microsoft Word
• High attention to detail
• Excellent organizational and prioritization skills
• Good decision-making skills
• Ability to work independently
• Superior customer service skills
• Excellent communication skills
• May be required to travel.
• Must be flexible to work varying schedules in support of the business needs of the hotel.
• Must have reliable transportation
• Must be able to communicate both in writing and verbally in a professional business manner
• Good interpersonal skills
• Ability to work in a courteous, tactful and patient manner with hotel guests, other company associates and management
• Ability to work in a fast-paced, high-energy and demanding work environment
• Excellent time management skills; multi-tasking skills; ability to prioritize and coordinate details

Job Type:

Full-time Pay:

From $35,000.00 per year

Work Location:

In person