Overview:

Are you a go-getter that has immersed themselves in the results-driven excitement of hospitality? Do you enjoy having fun at work while being a part of a team dedicated to the guest experience? Do you have interest in joining Hilton, the "#1 Workplace in the World"? We'd love to hear from you!

We are seeking a dynamic and determined individual to fill an Assistant General Manager role at the all-new Home2 Suites by Hilton (opening August 2024) in Hendersonville, NC! The ideal candidate will have experience in hotel operations with a strong background in Sales, while also possessing strong leadership skills to support the General Manager on a daily basis.

Position Summary:

• Assist in managing day-to-day hotel operations by maximizing financial returns, driving the development of people, creating and maintaining a unique guest experience, executing on brand standards, and building awareness of the hotel and brand in the local community. Act as the General Manager in his/her absence.

• Implements and directs the property’s sales activities with the Marketing Plan; coordinates service, activities related to the sales function to maximize customer satisfaction and overall profitability. This role is responsible for revenue production and for the hotel meeting and/or exceeding planned revenue objectives for RevPAR occupancy and average daily rate (ADR). Manages all areas of sales according to achieve a professional rapport within the business community.

• Our ideal candidate will be an outgoing individual with thorough capabilities for up-selling property services and attending to guests' needs. They will manage day-to-day operational activities, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching, and regular feedback to help manage conflict, improve team member performance, and recognize good performance. Educate, train, and motivate hotel staff to achieve hotel revenue goals. Ensure staff has the information, market data, tools, and equipment to successfully carry out job duties. Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures. Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.

Responsibilities:

• Ensuring that the front desk team is checking guests in and out of the hotel in an efficient, courteous, and professional manner
• Ensuring guests’ needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable
• Participate in revenue management calls, rate strategy meetings, develop annual sales budget, implement strategies by using tools such as STAR reports, demand analysis and other applicable front office system reports
• Ensuring that all safety and security policies and procedures are followed
• Coaching and developing team members
• Setting goals, providing ongoing feedback, and rewarding/recognizing team members
• Direct the sales activities to achieve budgeted goals
• Evaluating Front Office team performance and taking appropriate corrective action as needed to hold team members accountable
• Use Delphi along with the hotel PMS to manage hotel’s business, including but not limited to, generating reports, entering business, blocking space and building accounts
• Reviewing guest comments and ensuring that problems are identified and corrected in a timely manner.
• Controls dates, availability, and rates on guest rooms
• Maintaining an efficient system of communication between the Front Office and other departments, with particular attention to guest arrivals and departures
• Monitoring and maintaining the front office systems and equipment to ensure their optimum performance
• Plan for and schedule manpower, equipment, inventory and supply requirements for front desk. Maintain accountability for the cost, utilization, and performance of all employees and equipment.
• Maintain responsibility for the hiring, training, and proficiency of employees at front desk
• Monitor payroll and control cost in order to remain within budget
• Prepare and distribute to all department heads weekly forecasts of hotel occupancy, departures, arrivals and change hotel status appropriately
• Forecast monthly occupancy and house count for the hotel
• Be fully knowledgeable and certified on Property Management System, Revenue Management, Sales Management, etc.
• Control the selling of rooms and rates directly along with GM and through the Revenue Management Systems
• Ensure that customer service policy is understood by all employees and that guests are treated with the utmost care and courtesy
• Assist guests with any special requests or problems that may arise
• Maintain control of front desk employee uniforms ensuring that uniforms and name badges are worn, kept in proper condition, project high grooming standards, and are always readily available to employees
• Maintain responsibility for verifying and authorizing payroll for all Departments.
• Introduce and manage any new or existing Franchise Programs or Promotions
• Maintain well documented accurate, organized and up-to-date file management system in order to serve clients and employees in the most expedient, organized and knowledgeable manner.
• Assist any department in need during peak times
• Be fully trained for all emergency situations
• Train all staff, especially front desk, on how to deal with emergency situations
• Maintain relationships with Direct Bill accounts and ensure payment is received in a timely manner
• Review all Travel Agent Programs on a weekly basis to ensure proper invoicing to the hotel (Expedia, Booking.com, Travel Agent Review, etc.)
• Record and review transactions reflecting revenue elimination by adjustments approved by Management, returned checks, bad debt write-offs, and/or collection of written-off items
• Obtain approval for credit applications
• Maintain clerical inventory and maintenance records
• Responsible for timely filing of any franchise reports/requirements
• Responsible for maintaining a minimum Satisfactory QA Score by meeting guidelines and maintaining appropriate conditions satisfactory to the Franchisor for the Front Desk Department
• Directs the reporting and appraising of results against planned objectives; coordinates sales activities; takes appropriate action to maximize sales and effect valley periods
• Review Night Audit reports in detail and review all adjustments.
• Provide Management with all required reports
• Solicits, evaluates, sells and confirms business to meet overall budgeted sales and profit margins
• Qualifies prospective leads as to profitability.
• Manage RFP process for corporate and SMERF
• Designs and proposes programs to meet client needs.
• Negotiates with client to achieve maximum profit for the hotel while satisfying client needs.
• Coordinates transient and group room commitments to ensure proper market mix.
• Internet prospecting dedicating time each day to researching the internet for conferences, events and sports groups coming to the area, using this information to solicit possible future business.
• Making cold calls, direct sales calls, sales blitzes and hotel tours. In addition, maintaining excellent working relationships with existing clients while exploring ways to increase revenue and capture additional business.

Not required but preferred knowledge in the following areas:

- Delphi.fdc

- OnQ, PEP, GRO

- Smith Travel Report (STR)

- Hilton Lobby

- RFPs

Job Type: Full-time

Pay: $35,000.00 - $45,000.00 per year

Experience level:

• 1 year

Shift:

• Day shift
• Evening shift

Weekly day range:

• Monday to Friday
• Rotating weekends
• Weekends as needed

Experience:

• Hospitality Management: 1 year (Required)

Language:

• English (Required)

License/Certification:

• Driver's License (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Preferred)

Ability to Commute:

• Hendersonville, NC 28792 (Required)

Ability to Relocate:

• Hendersonville, NC 28792: Relocate before starting work (Required)

Work Location: In person