Assistant General Manager

Locally based in Mt. Juliet, TN, 24-7 Hotel Management offers a stable work environment with an open-door policy, promoting innovation, initiative, and creativity while striving for excellence and high performance.

Benefits

• Opportunity for advancement
• Paid time off (vacation)
• Paid training
• Supplemental vision, dental, and life insurance
• Discounted room nights when traveling in our family of hotels
• Competitive salary
• Employee discounts

About the role

The Assistant General Manager works under the direction of the General Manager and is responsible for the overall guest services and financial accuracy of the hotel. This includes supervision and training of guest services representatives and night audit staff, as well as providing assistance in all areas of the hotel, such as front desk, housekeeping, maintenance, and food and beverage as necessary.

Responsibilities

• Responsible for the appropriate scheduling of the guest services representatives and night audit staff
• Acting in the capacity of General Manager in their absence
• Reviewing all shifts and ensuring that any and all issues are addressed and documented
• Living the guest service philosophy of "the customer is always first"
• Holding guest services meetings and ensuring employees are kept informed
• Training guest services staff on all required programs
• Establishing consistent operating procedures
• Overseeing Medallia and social media scores, reviewing scores with staff, and identifying areas for improvement
• Handling guest complaints and special requests, motivating staff, and establishing a productive and positive work environment
• Assisting in the food and beverage operation
• Responding promptly to guest inquiries or complaints (if reasonable) by either addressing them directly or delegating to a co-employee
• Demonstrating a commitment to servicing the guest by maintaining a positive attitude, staying calm and patient, avoiding negative language, and never displaying anger
• Covering other areas of the hotel as needed
• Providing oversight over the housekeeping department

Skills

• Ability to problem-solve and shift focus when business demands
• Effective communication (oral and written) with all levels of staff, management, and guests in a friendly, approachable, and professional manner
• Ability to prioritize all aspects of hotel functioning
• Willingness and ability to adapt functions as necessary to meet business demands
• Focus on guest satisfaction through positive interaction and striving to provide an excellent experience
• Analytic skills for determining business potential and value
• Excellent communication, organization, time management, and listening skills
• Strong computer skills in Microsoft Office (word processing, spreadsheets) and familiarity with property-specific property management systems
• Ability to handle all facets of effective and profitable hotel functioning while creating a warm and welcoming environment for guests
• Basic arithmetic skills, including addition, subtraction, multiplication, division, computing ratios, rates, percentages, and interpreting bar graphs
• Ability to communicate effectively via Word documents, Excel spreadsheets, email, text, or other software applications

Physical Requirements

• Ability to stand for extended periods of time
• Ability to climb stairs
• Ability to thrive in a fast-paced environment
• Ability to lift up to 10 pounds frequently and 20 pounds periodically
• Ability to pull up to 20 pounds occasionally
• Visual acuity to distinguish between objects both near and far (with or without corrective lenses)

Qualifications

• High School diploma, Technical College/Associate Degree, or some college
• Minimum 1 year of experience as a department supervisor
• Minimum 2 years of hotel operations experience in a supervisory capacity