Job Summary

Provide guidance and leadership, ensuring consistent compliance with hotel policies and quality guest service while maximizing departmental profits. Offer supervision for the entire hotel as well as making policies and developing plans for carrying out work programs.

Summary of Essential Job Functions

• Work with the General Manager in implement and manage hotel’s daily quality process including goal communication, associate improvement, and compliance with the Holiday Inn and PM Hotel Group’s standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
• Ensure all aspects of the hotel are following brand standards and established operating procedures as set forth by the ownership.
• Assist department heads in maximizing profitability through active cost and labor control. Maintain or exceed target standards with regard to maintenance and cleanliness for guestrooms, the public space and all associated facilities.
• Partner with the engineering team to ensure the property is well maintained and that all mechanical equipment is in good working order. Ensure the implementation of a preventative maintenance and work order system.
• Assure the highest standards of security for hotel patrons and employees.
• Assure payroll information is input in a timely manner.
• Oversee all elements of the Rooms department including the preparation and submission of any required reports.
• Review all management schedules and offer assistance in the scheduling of line level Talent.
• Conduct employee performance evaluations as prescribed.
• Ensure all Talent are trained to maximize service, productivity and efficiency.
• Assign and delegate responsibility and authority to individual department leaders to most effectively manage the operation.
• Offer guidance in talent recruitment, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Communicate both verbally and in writing to provide clear direction to staff.
• Assign and instruct rooms division department managers in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
• Supervise the budgeting, forecasting, training, motivating and staffing of the rooms department including: telephone, housekeeping, front office, laundry, concierge and guest services.
• Prepare forecast expenses and actual results for the rooms division revenue and expenses. Review security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.
• Work closely with your department heads in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.
• Plan, organize, chair, attend and/or participate in various hotel meetings such as: staff meetings, rooms division meetings, F&B meetings, executive committee meetings, quality team meetings, etc.

• Comply with attendance rules and be available to work on a regular basis. Due to the cyclical nature of the hospitality industry and the critical nature of this role, the position will be required to work varying schedules to reflect the business needs of the hotel including work on weekends, holidays and unscheduled days to ensure operational performance and continuity. In addition, attendance at all scheduled training sessions and meetings is required.

• Perform any other job-related duties as assigned.

Additional Functions

In addition to the core job requirements, skill sets and work related experience the ideal Assistant General Manager candidate must illustrate the ability and drive to:

• Really drive the Holiday Inn culture personifying it in daily interactions with both guests and talent. Entrepreneurial in nature they “Own” each guest experience and operate the building as if it where theirs. Be the leader of a “Best in Class” team always facilitating individual growth and development.
• Be an engaging leader who is highly inclusive, inspiring and able to relate to all levels of talent.
• Create boundless communications where the building has open lines to convey information.
• Create a fun and supportive working environment where Talent want to do what’s right and have the autonomy to execute.
• Be approachable and in touch with the Talent motivating through leading by example.
  Focus on the modern transient guest understanding and exceeding their unique needs with style and ease.
• Surpass the standards of the brand maintaining fiscal responsibility to the ownership.
  Take pride in the overall look and feel of the hotel they drive product quality with a critical eye and never walk past something out of place.

Abilities Required

• Must have the ability to communicate in English.
• Self-starting personality with an even disposition.
• Maintain a professional appearance and manner at all times.
• Communicate well with guests.
• Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.
• Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadlines, negotiations of contracts with vendors, analytical ability, and the planning, organization, development and coordination of large scale work projects.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Complex mathematical skills and considerable skill in the use of a calculator to prepare complex mathematical calculations without error, i.e. budgets, forecasting.
• Ability to be mobile for significant distances between and within buildings on the property.
• Ability to observe performance and detect signs of emergency situations and respond with proper action.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)