Assistant General Manager

About the Role

Assists the General Manager with the daily operations of the hotel to maintain standards for guest satisfaction, employee satisfaction, quality assurance, and asset protection while managing costs within budget.

Responsibilities

• Revenue Management
  • Assists the General Manager with market analyses, including competitors’ rates by market segment for weekday and weekend, and forecasts of local market conditions and special events that may impact occupancy and/or rate.
  • Supports sales efforts as directed by the General Manager.
  • Assists the General Manager with informing front desk staff about rate structure and yield management policies and procedures.
  • Trains front desk staff on front office operations, revenue management, central reservations procedures, and selling techniques for current promotions.
  • Uses the revenue management system to achieve maximum revenue.
  • Prepares and coordinates training sessions using verbal presentations, informational literature, and audio/visual aids.
  • Formulates facilitator guides and outlines in conformance with selected instructional methods; selects and develops teaching aids.
  • Conducts and/or supervises generalized and specialized class sessions, including technical and professional seminars/presentations with outside agencies.
  • Composes departmental correspondence as needed.
  • Designs testing materials to measure learning progress and evaluates program effectiveness.
  • Maintains records of educational activities and oversees individual and/or group progress to ensure program effectiveness and ROI.
• Financial Results
  • Manages costs for assigned department(s) by scheduling labor in accordance with staffing guidelines, controlling expenses based on business demand, and managing utility expenses.
  • Supports the achievement of planned monthly GOP by managing departmental expenses within budget; explains budget variances and takes corrective action.
  • Protects the company’s financial assets by properly administering company policies and procedures for all financial transactions.
  • Administers company policies and procedures for guest and employee safety.
  • Manages loyalty program procedures (e.g., frequent guest rewards program) in accordance with standards.
  • Achieves satisfactory scores for SALT (guest satisfaction survey) and takes action to correct deficiencies.
• Guest Satisfaction
  • Trains hotel staff on guest service procedures in accordance with company standards (e.g., greeting, scripts, pre-assignment of rooms).
  • Trains staff to handle upset guests and personally resolves difficult guest service situations.
  • Attempts to resolve all issues of poor guest service before guests leave the property.
  • Manages the 100% guarantee procedures to eliminate repeated service issues.
• Employee Satisfaction
  • Recruits, selects, trains, and manages employees to deliver guest services and quality products that achieve revenue and profit goals.
  • Administers company policies and procedures for human resources management, payroll, personnel transactions, and fair treatment of employees.
  • Conducts wage surveys to ensure competitive wages and provides input for the annual budget.
  • Provides leadership by conducting business professionally and in accordance with company policies, including standards of conduct and ethics.
  • Achieves satisfactory scores for employee satisfaction surveys and takes corrective action to address deficiencies.
  • Maintains an acceptable level of employee turnover.
• Product Quality
  • Ensures a satisfactory guest experience and protects the company’s physical assets by maintaining the hotel’s physical condition in accordance with quality control standards.
  • Achieves satisfactory scores for product quality as measured by SALT and takes action to correct deficiencies.
• Developmental Assignments
  • Acts as manager on duty in the absence of the General Manager.
  • Completes assignments or special projects to gain experience in preparation for promotion to General Manager.
  • Assists the General Manager with implementing best-demonstrated hotel operations to improve productivity, product quality, and guest and employee satisfaction.
• Operational Responsibilities
  • Handles all Front Desk operations with proficiency and sets standards through leadership by example.
  • Maintains sufficient levels of supplies and follows proper purchase order procedures.
  • Ensures all revenue departments use proper procedures and checklists; verifies that charges and credits balance to the day’s work.
  • Maintains an active collections effort on accounts 30 days or more past due; coordinates with the General Manager on accounts over 60 days past due.
  • Approves time cards for Front Desk and Food & Beverage employees at the end of each pay period.
  • Reports to work reliably and on time for scheduled shifts, in a neat and clean uniform, and maintains well-groomed personal hygiene as per company policy.
• Performs other duties and assignments as requested.

Requirements

• BA degree preferred; High School diploma or equivalent required.
• One year of related work experience.
• Ability to communicate clearly and effectively both orally and in writing.
• Strong planning, organization, and time-management skills to handle multiple assignments under time constraints.
• Takes initiative; has well-developed interpersonal skills.
• Proficient in MS Word, MS Excel, and MS Outlook (pre-employment testing required).
• Ability to set and achieve high performance standards.
• Ability to travel to various locations on business.

Skills

• Language Ability
  • Ability to speak, read, and write English.
  • Ability to effectively relate to managers and co-workers.
  • Must be able to prepare and deliver formal presentations before public and private audiences.
• Math Ability
  • Ability to apply basic mathematical concepts and conduct analyses to generate reports.
  • Must be able to perform basic math calculations and manipulate numerical data.
• Reasoning Ability
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to interpret instructions in mathematical form and deal with concrete variables.
• Computer Skills
  • Proficient in MS Word, MS Excel, and MS Outlook (pre-employment testing required).
  • Knowledge of other software as needed.
• Supervisory Responsibilities
  • Supervises all hotel staff on duty as assigned.

Physical Demands and Work Environment

• Standing for extended periods, at least 2-hour intervals.
• Working in a sitting position for extended periods, at least 4 hours.
• Reaching for objects at short distances in local working areas.
• Perceiving quality of work and reading material.
• Learning and maintaining job duties, basic concepts, and techniques to complete detailed work assignments.
• Remaining vigilant in the event of an emergency.
• Occasionally lifting and carrying heavy objects, pushing or pulling heavy objects, kneeling, bending, stooping, ascending or descending ladders or stairs.
• Frequent use of hands or fingers to handle or feel objects, tools, or controls in repetitive motions.
• Full sight and hearing capacity required.
• Ability to drive a car.
• Noise level in the work environment is usually quiet to moderate.

Employment is contingent upon successful completion of a background and drug test.