Assistant General Manager

The AGM will support the General Manager and add value to all efforts that maximize hotel operations, including guest and employee satisfaction, financial performance, sales, revenue generation, and delivering a return on investment to ownership. They will oversee and model efficient and courteous service throughout the hotel, following the standards of A&R Hospitality while maximizing revenue.

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  Direct and coordinate the front desk activities, housekeeping, reservations, guest service, security, and maintenance.
• Motivate, coach, and train department supervisors.
• Ensure all Standard Operating Procedures are followed and take corrective action as needed.

• Maximize ADR and Occupancy by ensuring proper guest service protocols are in place and all brand service alerts are responded to promptly.
• Coordinate communications between Sales and Operating departments.
• Understand financial statements and budgets, including labor guidelines.
• Ensure everyone in the department is trained and is using Quore daily.
• Manage all aspects of the safety program, including training, reporting, and incentives. Acts as the property’s Safety Champion.
• Work with the Area General Manager to control department head schedules expenses and implement cost-saving strategies.

• Maintain the confidentiality and security of proprietary company information, correspondence, reports, and files.
• Maintain a cooperative and positive work environment.
• Coach and inspire team members to live out the brand promise daily to achieve optimal guest service scores.
• Review GSS weekly and work with team members to improve service standards and increase survey respondents.
• Take every opportunity to deliver outstanding customer service.
• Ensure that Front Desk Agents…
• • Understand and anticipate guests’ expectations and empower them to make decisions to satisfy the guests.
  • Actively solicit feedback from guests.
  • Handle special requests properly.
  • Promptly respond to and resolve guest complaints.
  • Smile, make eye contact, and greet guests immediately.
  • Maintain a well-groomed, professional appearance, including proper uniform and name tag.
• Ensure that the following front desk areas of responsibility are handled properly, with thoroughness, accuracy, and efficiency, in a friendly environment:
• • Phones/switchboard
  • Check-ins/Check-outs
  • Reservations
  • Shuttle or transportation service
  • Oversee and assist with amenity, gift shop, and pantry needs (if applicable).

• Ensure messages, wake-up calls, mail, and faxes are handled properly.

• Personally assist Front Desk Agents during peak times, breaks, tardiness, and absences.
• Ensure the VIP program is executed properly
• Relay safety guidelines to guests (in-room safes, safety deposit box, etc.).
• Review all incoming reservations and pre-room blocks with special requests and coordinate special requests with appropriate staff members.

• Perform other duties as assigned by management.
• Follow all property-specific brand standards, policies, & procedures.
• Follow all A&R Hospitality standards, policies, & procedures.
• Must be able to work a flexible work schedule as the Area General Manager assigns.
• Be a Brand Ambassador of A&R’s Culture, Mission and Values.

Required Skills and Experience:

• Previous supervisory and hospitality industry experience is preferred but not required.

• Highly energetic, go-getter, motivated individual.
• Willing to take the initiative and work with little direction.
• Excellent interpersonal and communication skills with strong customer/client focus essential.
• Proficiency in Quore, Netchex, PMS systems, and other software used in the hotel.
• Strong problem-solving skills.
• Ability to work in a fast-paced, high-pressure environment.
• Ability to shift and manage multiple priorities.
• Results-driven focus and ability to work through to completion promptly.
• Adaptable to change.
• High level of flexibility regarding overtime during busy periods as directed by management.
• Physical: Must be able to stand for periods of time; ability to lift up to 25 lbs.; ability to lift, push, and pull moderate weight frequently.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of the job.