Assistant General Manager | Hilton Garden Inn, Marlborough

About the role

This position is responsible for overseeing the overall management and operation of the hotel. Uses leadership skills to drive revenue, maximize profit and ensure quality. Effective management of assigned staff to ensure achievement of overall revenue, financial results, guest satisfaction and positive employee relations.

Responsibilities

• Assist and respond to guests in a friendly and positive fashion, while providing the highest level of service to the guest; address guest needs and concerns in a proactive and effective manner; set a strong example for other associates through exemplary guest service.
• Work with sales team to ensure needs of negotiated accounts and groups are met in an organized and effective fashion; communicate the needs of clients as identified on Group Resumes and BEO's to appropriate hotel staff; comfortable in taking sales calls or performing walk in tours when necessary; encourage Guest Services Associates to pass on leads and referrals to the Sales Team.
• Work with the General Manager to identify potential obstacles to exemplary service; use available tools and knowledge to suggest ideas to maximize guest satisfaction scores; communicate results from guest satisfaction surveys with hotel team and address needs and trends that have been identified from the survey results; work with hotel team to maintain guest satisfaction scores that are within the range deemed acceptable by the brand.
• Manage expenses according to budgeted/forecasted guidelines to maximize hotel profitability; responsible for effective labor management of assigned departments through appropriate scheduling and monitoring of payroll; adjust expenditures according to fluctuating business needs in a timely manner; utilize the CSM procurement system effectively and adhere to the approved vendor network for purchasing; assist with assigned accounting tasks with emphasis on following accounting procedures as outlined in CSM's Internal Accounting Audit; manage and maintain company assets to stay within budget guidelines and prolong the life of company resources.
• Responsible for assisting with the ongoing training and development of hotel associates and maintaining all necessary training records; ensure the new hire training process effectively prepares new team members for their positions; analyze current training programs and adjust as needed; implement new CSM and brand training initiatives in a timely manner; utilize training resources effectively and ensure all training requirements are met.
• Responsible for effectively interviewing, hiring, coaching and developing hotel associates; prepare and conduct annual employee reviews in a timely manner; address performance issues accordingly and take appropriate corrective action to hold employees accountable; motivate hotel staff by setting goals, providing ongoing feedback and rewarding/recognizing employees; effectively address areas for improvement determined by CSM's annual Associate Opinion Survey and communicate results from the survey to the hotel staff in a timely manner; promote fair treatment and open door policies with all associates.
• Responsible for effective self/workload management and adjusting personal work schedule as dictated by business needs; demonstrate clear and effective written and verbal skills; promote a productive, professional and collaborative work environment.

Qualifications

• 3+ years of progressive hotel management experience required.
• Must be able to manage multiple hotel and corporate priorities in a fast paced environment.
• Must be able to effectively communicate with all levels within and outside the organization and have the ability to effectively problem solve with all.
• Must possess strong leadership skills.
• High school diploma or GED required; college degree or equivalent experience required.

Pay

$80,000 - $85,000 per year, plus bonus