Assistant General Manager (AGM)

Assistant General Manager

Classification: Exempt

Reports to: General Manager

Summary

Manages the functional areas of the hotel to ensure guest satisfaction, cleanliness, associate satisfaction, and maximum hotel profitability.

Essential Functions

• Provides training; including safety training and standard operation procedures to all department personnel as directed by management.
• Serves as a member of the Leadership Team, Manager on Duty (when required), and works with other management personnel to establish and implement hotel service standards to achieve maximum profitability and efficiency.
• Conducts oneself as a positive role model and example to staff.
• Maintains a “can do” and “guest first” attitude at all times.
• Practices efficient and effective procedures.
• Reads and understands English to comply with function directions.
• Assists when necessary for the selection of personnel.
• Schedules staff and work according to productivity standards and scheduled occupancy.
• Supervises the work activities of the hotel staff under the direction of the General Manager.
• Assures departments are practicing efficient and effective procedures.
• Completes performance evaluations and reports to the General Manager to better understand areas of weakness in the departments and plots strategies to overcome those challenges.
• Completes accounting tasks as necessary to assist General Manager.
• Communicates with Controller as necessary to resolve billing issues or discrepancies.
• Addresses guest complaints. Compensates appropriately.
• Reports any maintenance repairs to Chief Engineer.
• Assures requests are made in a timely manner.
• Knowledgeable on PMS and POS systems.
• Reviews systems daily; finds and corrects any mistakes or discrepancies.
• Coordinates with housekeeping team daily to ensure guests special requests are met.
• Meets with DOS often to discuss meeting space/group information.
• Effectively communicates group/meeting space information to all departments.
• Assures food quality is that of brand standard.
• Utilizes Avendra program for ordering, receiving, and invoice tracking.
• Orders and receives supplies to maintain appropriate inventory levels.
• Works with staff to meet or exceed benchmarked scores.
• Properly uses incentive programs.
• Takes the responsibilities of line level associate when necessary.
• All other duties assigned.

Competency

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving – Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics
• Customer Service – Responds to requests for service and assistance
• Interpersonal – Maintains confidentiality
• Oral Communication – Responds well to questions
• Team Work – Contributes to building a positive team spirit
• Written Communication – Writes clearly and informatively; Able to read and interpret written information
• Managing People – Makes self available to staff; Continually works to improve supervisory skills
• Diversity – Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment
• Organizational Support – Follows policies and procedures for including, but not limited to, dress code policies, cell phone, and social media
• Adaptability – Adapts to change in the work environment; Manages competing demands; Able to deal with frequent changes, delays, or unexpected events
• Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time
• Dependability – Commits to long hours of work when necessary to reach goals; Follows instructions, responds to ownership direction; Completed tasks on time or notifies appropriate person with an alternate plan
• Initiative – Asks for and offers help when needed
• Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently
• Professionalism – Treats others with respect and consideration regardless of their status or position
• Quality – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness; Applies to feedback to improve performance; Monitors own work to ensure quality
• Quantity – Strives to increase productivity
• Safety and Security – Observes safety and security procedures; Rectifies potentially unsafe conditions; Uses equipment and materials properly

Work Environment

The work environment characteristic describe here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to work near airborne particles and toxic or caustic chemicals. The employee is occasionally exposed to wet or humid conditions (non-weather), extreme cold (non-weather); extreme heat (non-weather), and risk of electrical shock. The employee is subject to a fast paced working environment.

The noise level in the work environment is moderate.

Relationships

Internal: Department Heads: discuss and resolve housekeeping/cleanliness problems, discuss and resolve Bistro service/quality problems, provide information for management reporting, direct front desk operations

Hotel Staff: communication to staff

External: Guests: ensure satisfaction with housekeeping service, food quality and quantity, service, resolve problems

Vendors: to purchase supplies

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to see clearly objects at a far distance (20 feet or more). Corrective lenses permissible.
• Ability to see clearly printed material at close range (12 inches or less). Corrective lenses permissible.
• Ability to distinguish between and among colors. Ability to exercise depth perception to determine space and distance relationships. Ability to exercise peripheral vision to be aware of objects within a large area while eyes are focused on one object.
• Ability to hear in one of both ears so that verbal communication can be received, understood, and acted upon in a face to face basis.
• Ability of olfactory nerves to distinguish between and among odors and scents as to their appeal and level of intensity.
• Ability to express oneself verbally with clarity on either a face to face or a telecommunications basis.
• Ability of body parts, usually fingers and hands, to ascertain the texture of objects or commodities such as smooth/coarse, sharp/dull, etc.; as well as temperature, stability, etc.
• Ability to exert a reasonably paced mobility from one point to another within a generally accepted time frame, and recognizing the conditions of the environment as to breadth/narrowness, clutter, etc.
• Ability to move and control one’s torso so items can be picked up from a lower surface level.
• Ability to flex legs at the knee so that individual can lower the body coming to rest on one or both knees.
• Ability to grasp, hold, set down, redirect with hands or fingers, turn, control, and manipulate objects and commodities.
• Ability to control and utilize fingers in a dexterous and coordinated manner for such activities as writing, typing, keyboarding, slicing, chopping, operating equipment, etc.
• Ability to stretch body and extend arms to place or secure objects and commodities at a distance above, to the side of, or below the normal standing level of the individual.
• Ability to flex legs at the knees to lower body position.
• Ability to move about on hands and knees and/or feet by mobilizing those body parts.
• Ability to use body parts, usually arms and hands (occasionally shoulders and back) to elevate an object or commodity above its previous surface level.
• Ability to ascent steps, ladders, and other vertical and semi-vertical surfaces to reach a higher level.
• Ability to use body parts on a regular and continuing basis to repeat the same motions for a reasonable period of time without resting.
• Ability to flex legs at the knees and move the upper body forward and down.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: Two years of college or vocational training in Hospitality or an equivalent program with a minimum of three years of experience; including one year in a supervisory capacity

Language Ability: Ability to reach and comprehend simple instructions, short correspondences and memos; Ability to write simple correspondences

Math Ability: Ability to calculate figures and amounts such as discounts, interests, and percentages; Intermediate to advanced skills are used often including basic math, conversions, and measurements such as weight, volume, and pressure

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or chart/diagram form; Ability to deal with problems involving concrete variables in standardized situations

Computer Skills: A general knowledge of work processing and spreadsheet functions

Certificates and Licenses: Must maintain ServeSafe certification and RAMP

Age: Must be 18 or older.

This job description is not designed to cover of contain a complete listing of activities, duties, or responsibilities that are required of this position. Other duties, responsibilities, and activities may change or be assigned at any time and with or without notice.

Job Type: Full-time

Pay: $50,000.00 - $62,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Paid training

Shift:

• 10 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift

Experience:

• Hotel management: 3 years (Preferred)

Language:

• English (Required)

License/Certification:

• Driver's License (Required)

Location:

• Breinigsville, PA 18031 (Required)

Work Location: In person

Salary : $50,000 - $62,000