Assistant General Manager

About the role

The Cape Arundel Inn & Resort is seeking an experienced and driven Assistant General Manager to join their team! Lead elevated overall guest experience by overseeing operations of a high-end resort, hotel, and food and beverage operations through impeccable guest services, establishing procedural efficiencies, and making cost-effective decisions while supporting the General Manager with all logistical needs.

Responsibilities

• Covers general duties such as coordinating the smooth operation and interrelation of department staff functions, assisting in the overall success of the hotel, and working closely with the Maintenance Manager to coordinate on facilities updates and general upkeep of the property.
• Assists the General Manager in all areas of the hotel in accordance with the standards of the Kennebunkport Resort Collection (KRC).
• Oversees day-to-day operations of the front desk, housekeeping, grounds and maintenance, and food and beverage operations.
• Works closely with the Maintenance Manager to coordinate on facilities updates and general upkeep of the property.
• Strikes a balance between guest satisfaction and effective business management, ensuring financial viability and to facilitate smooth-running guest services while ensuring staff work together as a team.
• Understands company goals and financial expectations. Works closely with the General Manager to review goals and establish action plans to meet budgetary needs and proactive project goals.
• Assists General Manager in reviewing all guest and diner feedback. Assesses and delegates action steps based on feedback. Resolves guest complaints as required.
• Aids in striking a balance between guest satisfaction and effective business management, ensuring financial viability and to facilitate smooth-running guest services while ensuring staff work together as a team.
• Monitors maintenance progress and FF&E (Furniture, Furnishings, and Equipment) conditions with the Housekeeping Manager.
• Attends departmental meetings and training sessions as required. Attends Morning Meetings in the absence of GM.
• Willingness to work weekends, holidays, and/or flexible hours based on business needs.
• Understands best practices in Emergency Evacuation Procedures, Accident Reporting, Right to Know Law, Written Information Security Program, Bloodborne Pathogen Procedures, and ensures compliance with zero-tolerance policies including Anti-Harassment, Violence in the Workplace, or Influence in the Workplace.
• Complies with all time and attendance policies.
• Complies with all uniform, dress code, and appearance standards.
• Learns and leads by example with professionalism and high standards of guest services.
• Communicates any elevated complaints that could not be resolved to the General Manager.
• Makes proactive communication of all standards to staff.
• Creates an ongoing list of tasks ahead of time for use during slower moments should they arise.
• Assists General Manager with additional administrative assigned projects including forecasting, associate scheduling, and responding to guest reviews/surveys.
• Communicates with managers and staff in a positive, efficient, and friendly manner.
• Flexibility to step into whatever role is needed to deliver exceptional customer service.
• Team Management; Directly and independently manages subordinate personnel, specifically Guest Services Managers and Food and Beverage Managers, to include but not limited to the responsibility of hiring, training, administering performance reviews, determining wages, coaching and discipline, termination, and weekly scheduling.
• Works closely with Human Resources to ensure proper staff onboarding including initiating/communicating PAN for hiring, completion of digital onboarding packet, collection of USCIS compliant identification, completion of departmental training, and issuance and adherence to operational policies and procedures.
• Builds a strong working relationship and communication flow with team members to promote openness, teamwork, and appreciation for each department and their role in our success.
• Sets expectations of effective, cost-efficient schedules based on forecast and budget. Works with GM to ensure subordinate leaders use the provided resources and systems to effectively manage labor costs and profitability.
• Completes employee performance reviews/evaluations as required.
• Reviews assigned timecards regularly for accuracy. Submits proper documentation for payroll needs and corrections. Provides timely and secure payroll preview reports for centralized payroll team.

Qualifications

• 3+ years hotel lodging leadership experience in a high-end full-service resort environment.
• Prior team management and department leadership experience.
• Demonstrates natural leadership qualities with a positive, team-focused attitude.
• Able to work under pressure, multi-task, and stay focused with constant interruptions.
• Strong understanding of lodging and F&B operations with experience in guest services and restaurant work.