Assistant General Manager

About the role

Innisfree Hotels is an inclusive workplace that fosters a culture of care where employees genuinely matter, and their voices are heard. The Assistant General Manager position is located at The Flamingo Hotel and Tower.

Responsibilities

• Approaches all interactions with guests and employees in a friendly and service-oriented manner by maintaining a positive demeanor.
• Promotes a positive and caring work environment by addressing and resolving any conflict in a calm and poised manner.
• Welcomes guests and fosters customer loyalty through friendly manner.
• Aids the General Manager in his day-to-day operations.
• Remains readily accessible to guests and employees.
• Assists with reservations and check-in/check-out of guests as needed.
• Monitors guest service log upon arrival for the day, noting any guest requests, complaints, and significant events.
• Acts as Concierge, Bellman, Valet, Shuttle driver, Housekeeper and problem solver as needed.
• Maintains accuracy of guest room availability to maximize revenue.
• Conducts routine inspections of public areas of the hotel daily, weekly, and monthly, recognizing and correcting any potential safety hazards and addressing cleanliness issues.
• Solicits guest feedback regarding hotel services and facilities and takes corrective action to solve any deficiencies.
• Monitors guest feedback on TripAdvisor, OTA’s etc., and hotels’ GSTS and RSTS surveys.
• Resolves or assists in resolving guest complaints and service recovery process.
• Reviews employee performance and conducts disciplinary actions and terminations.
• Maintains accurate records including cash flows sheet, guest floor limit, AR Ageing reports, Direct billing, etc.
• Investigates, reports, and coordinates all hotel accidents that are employee and guest related.
• Solicits guest feedback regarding hotel services and facilities and takes corrective action to solve any deficiencies.
• Assists in the evaluation of the performance of all employees.
• Manages day-to-day management responsibilities including scheduling, motivating, assigning activities, training, and policy and procedural assessment.
• Covers shifts of all departments as scheduled by the General Manager.
• Ensures hotel staff is provided with uniforms and name tags, and upholds property grooming standards.
• Maintains contact lists for all staff, vendors, and any emergency situations.
• Prepares and processes invoices for all departments.
• Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Has a good knowledge of all systems and standard operating procedures of Front Office.
• Ensures that guest documentation and information is available and up to date.
• Performs any other duties as assigned by management.

Qualifications

• Degree or diploma in Hospitality Management, Business Administration, or related field.
• Minimum 3 years of customer service experience required; hospitality industry preferred.
• Ability to work independently and with minimum supervision.
• Excellent customer service skills.
• Strong attention to details.
• Ability to multi-task.
• Team player.