Assistant General Manager

About the role

We are seeking an energetic Assistant General Manager to join our team at Pioneer Valley Hotel Group. This role is essential for supporting the General Manager in overseeing hotel operations, ensuring exceptional guest experience, and fostering a positive team environment. The position is based in Western Massachusetts, where you will contribute to our mission of providing outstanding service.

Schedule

Must be flexible and available to work the following shifts: 7 AM - 3 PM, 3 PM - 11 PM, 11 PM - 7 AM, and on call as needed.

Responsibilities

• Manage costs within the hotel, including supplies, utilities, food and beverage, and labor expenses to within budgeted parameters, combining with sales/revenue acumen to deliver an efficient and profitable operation.
• Assist in overseeing daily hotel operations, including food service, housekeeping, front desk, and maintenance departments.
• Ensure service, technical skills, and other training occur throughout the property to support successful daily operations.
• Establish and maintain open, collaborative relationships with direct reports and the entire team.
• Support staff training, development, and performance management to ensure high standards of customer service, inspire and motivate teams to achieve operational excellence.
• Ensure team members are treated fairly and equitably.
• Hire team members who demonstrate strong functional expertise, creativity, and leadership to meet the business needs of the operation.
• Review guest survey results and other data to identify areas of improvement. Share findings with the hotel team and ensure appropriate action is taken.
• Ensure the building is well maintained and that operational areas meet or exceed guest expectations.
• Administer policies fairly and consistently, and evaluate and recognize team member performance where appropriate.
• Ensure the property meets franchise standards.
• Maintain a safe and secure facility for guests and team members.
• Communicate and ensure execution of hotel Emergency Procedures.

Requirements

• Proven experience in a supervisory or managerial role within the hospitality industry.
• Previous experience with Property Management Systems (PMS) in the hotel industry.
• Strong organizational skills with attention to detail.
• Ability to develop training programs that enhance employee skills.
• Effective team management abilities with a focus on motivation and performance.
• Excellent communication skills, including phone etiquette.