Job title: Assistant General Manager
Reports to: General Manager
Job purpose
The role of the Assistant General Manager is to assist the General Manager in consistently delivering results which contribute to the overall success of the hotels goals. To consistently meet and/or exceed the performance objectives of improving revenues, guest satisfaction, team member satisfaction while adhering to all brand standards as well as Atma Hotel company goals.
Duties and Responsibilities
Operational Responsibilities
• The role of the Assistant General Manager is the oversight of all aspects of the hotel operations, including the maximization of financial performance, staff development, guest satisfaction and consistent adherence to company policies and brand standards.
Essential Duties and Responsibilities
• Responsible for daily operations of the hotel to maintain standards for guest satisfaction, team member satisfaction, quality assurance and asset protection while managing budgetary expenses.
• Oversee the operation of the Front Desk, Housekeeping and Maintenance departments by setting the objectives, measuring performance and supervising the department heads.
• Achieve “excellent” customer service goals by monitoring the service provided and developing and implementing strategies to achieve “excellent” service levels.
• Ensure that all new team members receive a thorough orientation and on-going training.
• Increases efficiency of operations by analyzing procedures and practices and implementing alternative strategies as required.
• Monitor service and teamwork on a regular basis and counsel team members on providing “excellent” service and teamwork.
• Develop and implement strategies to achieve Employee Satisfaction Index goals.
• Assist in the daily operations of the hotel including Front Office, Housekeeping, Maintenance, and Food & Beverage.
• Maintain a friendly, cheerful and courteous demeanor at all times, while providing personalized service to hotel guests.
• Train, supervise and coach team members on systems, processes, procedures and guest interactions.
• Oversee and ensure accountability of all operational hotel team members.
• Assist Front Office Manager with balancing of room inventory, proper recording of “No Show’s”, review credit limit reports, complete daily rate checks, review VIP report and ensure that VIP procedures are followed, review all pertinent front office reports and assist where needed.
• Verify that bucket checks are completed and that all daily checklists are completed and signed off on by the Front Office Manager.
• Review all housekeeping reports on a daily basis for accuracy. Follow up immediately on any discrepancies, especially in the area of “ghost” rooms.
• Ensure that the Front Office Manager has Oversell procedures in place for sold out nights and assist as needed.
• Assist the Front Office Manager with all billing disputes, guest inquiries and guest complaints.
• Conduct and/or assist with weekly house bank counts of all banks issued throughout the hotel.
• Verify that travel agent commissions are correct prior to forwarding to payables for payment.
• Enter all new Associates into the time and attendance system, make changes/corrections whenever necessary.
• Submit daily reports to General Manager as requested.
• Immediately bring to the attention of the General Manager discrepancies in departmental reporting.
• Attend all BEO (Banquet Event Order) meetings.
• Attend all scheduled departmental monthly meetings.
• Be abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses both in person and over the phone.
• Ensure that the Front Office Log Book is maintained and up to date at all times.
• Ensure that the hotel maintenance system (Hotel Service Pro) is maintained and up to date at all times.
• Coordinate and approval all Manager on Duty schedules.
• Provide assistance to other department heads to contribute to the best overall performance of the department and hotel.
• Directly responsible for overseeing other departments when the manager of that department is on vacation or unavailable for any length of time other than normal time off.
• Maintain a professional working relationship with all outside vendors.
• Oversee the hotel in the absence of the General Manager.
Financial
• Assist the General Manager with the budgeting process.
• Full understanding of the P&L. Be able to identify and offer corrective action for expense items which exceed budget.
• Control costs by adhering to standards of operations for forecasting, budgeting, scheduling, payroll control, and other expenses.
• Full understanding of the DayStar report.
Guest Relations
• Is proactive and demonstrates a sense of urgency when dealing with guest concerns.
• Is readily available and approachable to all guests.
• Interact with guests on a frequent basis to obtain feedback about their experience.
• Anticipate the needs of heavy arrival/departure days or high profile guests in order to deliver flawless service.
Team Interaction
• Encourage and build mutual respect and cooperation among team members.
• Nurture an environment that encourages empowerment, motivation, teamwork and a passion for providing excellent service.
• Meet and/or exceed the expectations of the team members by utilizing leadership skills and motivation techniques in order to maximize employee productivity and satisfaction of direct report.
• Create a positive work environment for all team members.
• Determine and communicate standards of performance to team members. Evaluates team member’s performance on a regular basis and recommends salary increases as appropriate.
• Communicate effectively with all property team members.
• Respond in a timely manner to Department Heads requests and concerns.
• Attend weekly Leadership Meeting conducted by the General Manager.
• Is professional and courteous towards team members at all times.
Company/Brand Policies & Procedures
• Adhere to safety policies and procedures to ensure a safe working environment for all team members.
• Ensure department is in compliance with all brand standards as it pertains to the Sales department.
• Ensure that team members are properly trained and are performing to meet company/brand standards.
Human Resources
• Closely monitor and control team member turnover by being hands on within the operation to determine deficiencies, moral issues, team member concerns and to address issues with a sense of urgency.
• Perform team member evaluations in a timely manner.
• Ensure that all HR issues are addressed according to hotel policy.
• Ensure all team members are treated fairly, and with respect.
• Build rapport with team members by fostering an environment of open communication (open door policy).
• Ensure pay and benefits are appropriate for labor market.
• Celebrate the success of team members.
Performs all other duties as requested by the General Manager
Qualifications
• Two – four year degree.
• Department Manager or Assistant General Manager in similar size property.
• Able to clearly communicate and execute the purpose of the sales department
• Strong analytical and computer skills.
• Well organized, detail oriented and excellent follow up.
• Excellent communication skills both internally and externally.
• Ability to adapt to an ever changing environment.
• Must have a proven track record of motivating associates to meet and/or exceed goals and to provide the highest quality of service to our guests.
• Possess a strong understanding of budgeting, forecasting and P&L analysis.
• Demonstrate the ability to mentor and develop team members.
• Able to professionally handle progressive disciplinary action.
• Willingness to work flexible hours to include weekends, holidays and late nights.
• Maintain a professional appearance at all times.
• Able to multitask and work in a fast paced environment.