Assistant General Manager

About the role

The Assistant General Manager leads the overall operation and drives the service culture throughout all departments of the hotel ensuring all guests receive a personalized experience that exceeds their expectations.

Responsibilities

• Oversee and direct the daily operations for the Front Office, Maintenance, Housekeeping, and Food & Beverage departments
• Design and implement systems and procedures to ensure that operations are in line with the property
• Direct, implement and maintain a service and management philosophy which serves as a standard to respective department heads and staff
• Design and implement training programs for departments to exceed standard service and operational standards as set by Hotel Brand and Carter Hospitality Group
• Develop and implement strategies to ensure seamless service delivery while maximizing revenue and managing costs
• Recruit, supervise and develop the performance of all employees operating departments including: Front Office/PBX/Guest Services, Housekeeping, Food & Beverage, and Maintenance, to ensure the highest levels of guest and employee satisfaction in a cost efficient manner
• Assist the General Manager in the protection and enhancement of all hotel assets through appropriate programs in maintenance, security and housekeeping as well as through the capital budgeting process
• Manage all third-party relationships to ensure seamless service delivery
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service orientated manner
• Maintain high standards of personal appearance and grooming, in compliance with company standards
• Comply and ensure adherence to Carter Hospitality standards and regulations to encourage a safe and efficient hotel operation
• Ensure the efficient operation of the hotel in the absence of the General Manager by supervising and supporting the guest services, engineering, accounting, sales, food & beverage, and housekeeping departments
• Communicate and/or correct deficiencies in departments in conjunction with the supervisor on duty
• Work with all department heads to gain a good understanding of each position and how it affects the operation of the hotel
• Assist the General Manager as needed in the revenue generation programs
• Participate in the sales effort by meeting on site contacts for evening functions, greeting important clients and participating in sales calls with the sales team members
• Assist the General Manager in the development and training of hourly employees
• Attend all management meetings as scheduled by the General Manager
• Assist in creating an environment where employees make empowered decisions to ensure guest satisfaction
• Follow up on all guest related issues to ensure they are resolved and that the guest is satisfied
• Assist the General Manager with the creation of financial reports as required by the corporate office
• Meet all corporate imposed deadlines as well as those imposed by the General Manager
• Ensure training in service standards is taking place in each department
• Interview, hire, and train employees; plan, assign, and direct work; appraise performance; reward and discipline employees; address complaints and resolve problems
• Assist in any end of month procedures as delegated
• Ensure compliance with preventative maintenance and deep clean programs through daily inspections of rooms with the housekeeping manager and chief engineer
• Learn, understand, refer to, and enforce the Standard Operating Procedures in all operating departments
• Ensure that employees are at all times attentive, friendly, courteous and efficient in their interactions with guests, management and all team members
• Maintain a professional working relationship and promote open lines of communication with managers, employees and all departments
• Support operating departments during peak periods
• Be in public areas during peak times, greeting guests and offering assistance as needed
• Assist in the monitoring of all group and timeshare blocks and rates, ensure accurate billing
• Monitor inventory daily and ensure close outs on OTAs and websites occur in a timely manner
• Compile promotions for OTAs based on the business peaks and troughs
• Build rate plans as required within the PMS systems
• Monitor unit usage in vacation rental program to ensure even distribution of revenues
• Build relationships within the community to improve vacation rental participation
• Assist GM and CAM with the association management, as required by property
• Assist CAM with association maintenance team management, as required by property
• Adhere to safety, security and emergency procedures, react appropriately during emergency situations and act promptly to correct hazards
• Monitor out of order room report on a daily basis and liaise with other department heads to coordinate rooms being placed back into service as quickly and efficiently as possible
• Train, mentor, coach, counsel, and develop management team
• Implement and enforce all company standard operating procedures and policies
• Fulfill Manager on Duty shifts
• Perform any and all duties assigned by management team

Minimum Requirements

• High school diploma or equivalent
• Bachelor’s Degree in Hospitality Management preferred
• Minimum of three years previous Director of Rooms and/or Assistant General Manager experience in an upscale hotel environment
• Intensive direct experience in various hotel operational departments including Front Office, Guest Services, Housekeeping, Security/Loss Prevention, Food & Beverage, and/or Engineering
• Proven track record of designing and implementing service standards and procedures that yield high guest and employee satisfaction
• Prior experience managing large-scale transformation or change preferred (e.g. renovation, change in management, etc.)
• Previous experience managing third party or leased space arrangements such as food and beverage, valet or security preferred
• Strong financial acumen with an ability to partner with other departments to drive revenue and manage expenses
• Proven ability to communicate professionally and tactfully in all interactions with guests and employees
• Valid Florida Driver’s license and good driving record
• Ability to pass pre-employment testing (i.e. drug test, background check, etc)
• Full availability and ability to work days, evenings, nights, weekends, and holidays

Knowledge / Skills / Abilities

• Ability to read, write and speak English (multi-lingual a plus)
• Ability to understand, follow and give written and oral instructions
• Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers
• Ability to work with large groups of people, and age groups
• Ability to plan, organize and conduct a wide variety of activities
• Knowledge of leadership techniques
• Ability to work harmoniously with fellow employees and guests
• Follow all company policies and procedures
• Ensure uniform and personal appearance are clean and professional
• Thank guests with genuine appreciation
• Speak with others using clear and professional language
• Develop and maintain positive working relationships with others
• Ability to work indoors and outdoors, including intense or inclement weather conditions
• Physical abilities:
  • Reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending (less than 3 hours per day)
  • Lift up to 30 pounds of weight to chest height (frequently, less than 4 hours per day)

Pay

$70,000.00 per year