Assistant General Manager

JOB DESCRIPTION:

The Assistant General Manager leads the overall operation and drives the service culture throughout all departments of the hotel ensuring all guests receive a personalized experience that exceeds their expectations.

ESSENTIAL DUTIES:

• Oversee and direct the daily operations for the Front Office, Maintenance, Housekeeping, and Food & Beverage departments
• Designs and implements systems and procedures to ensure that operations are in line with the property
• Responsible for directing, implementing and maintaining a service and management philosophy which serves as a standard to respective department heads and staff. Responsible for design and implementation of training programs for departments to exceed standard service and operational standards as set by Hotel Brand and Carter Hospitality Group
• In conjunction with General Manager, develops and implements strategies to ensure seamless service delivery while maximizing revenue and managing costs
• Recruits, supervises and develops the performance of all employees operating departments including: Front Office/PBX/Guest Services, Housekeeping, Food & Beverage, and Maintenance, to ensure the highest levels of guest and employee satisfaction in a cost efficient manner
• Assists the General Manager in the protection and enhancement of all hotel assets through appropriate programs in maintenance, security and housekeeping as well as through the capital budgeting process
• Manages all third-party relationships to ensure seamless service delivery
• Approaches all encounters with guests and employees in an attentive, friendly, courteous and service orientated manner
• Maintains high standards of personal appearance and grooming, in compliance with company standards
• Complies and ensures adherence to Carter Hospitality standards and regulations to encourage a safe and efficient hotel operation
• Ensures the efficient operation of the hotel in the absence of the General Manager by supervising and supporting the guest services, engineering, accounting, sales, food & beverage, and housekeeping departments
• Communicates and or corrects the deficiencies in these departments in conjunction with the supervisor on duty
• Works with all department heads to gain a good understanding of each position and how it affects the operation of the hotel
• Assists the General Manager as needed in the revenue generations programs
• Participates in the sales effort by meeting on site contacts for evening functions, greeting important clients and participating in sales calls with the sales teams members
• Assists the General Manager in the development and training of hourly employees.
• Attends all management meetings as scheduled by the General Manager
• Assists in creating an environment where employees make empowered decisions to ensure the guest satisfaction
• Follows up on all guest related issues to ensure they are resolved and that the guest is satisfied
• Assists the General Manager with the creation of financial reports as required by the corporate office
• Meets all corporate imposed deadlines as well as those imposed by the General Manager
• Ensures training in service standards is taking place in each department
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Assists in any end of month procedures as delegated
• Ensures compliance with preventative maintenance and deep clean programs through the daily inspections of rooms with the housekeeping manager and chief engineer
• Learns, understands, refers to, and enforces the Standard Operating Procedures in all operating departments
• Ensures that employees are at all times attentive, friendly, courteous and efficient in their interactions with guests, management and all team members
• Maintains a professional working relationship and promote open lines of communication with managers, employees and all departments.
• Supports operating departments during peak periods
• Be in public areas during peak times, greeting guests and offering assistance as needed.
• Assists in the monitoring of all group and timeshare blocks and rates, ensure accurate billing
• Monitors inventory daily and ensure close outs on OTAS and websites occur in a timely manner
• Compiles promotions for OTAS based on the business peaks and troughs
• Builds rate plans as required within the PMS systems
• Monitors unit usage in vacation rental program to ensure even distribution of revenues
• Builds relationships within the community to improve vacation rental participation
• Assists GM and CAM with the association management, as required by property
• Assists CAM with association maintenance team management, as required by property
• Adheres to safety, security and emergency procedures, reacts appropriately during emergency situations and acts promptly to correct hazards
• Monitors out of order room report on a daily basis and liaise with other department heads to coordinator rooms being placed back into service as quickly and efficiently as possible
• Trains, mentors, coaches, counsels, and develops management team
• Implements and enforces all company standard operating procedures and policies
• Fulfills Manager on Duty shifts
• Any and all duties assigned by management team
  
  
  

MINIMUM REQUIREMENTS:

The requirements listed 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.

• Must have a high school diploma or equivalent
• Bachelor’s Degree in Hospitality Management preferred
• Must have a minimum of three years previous Director of Rooms and/or Assistant General Manager experience in an upscale hotel environment
• Must have intensive direct experience in various hotel operational departments including Front Office, Guest Services, Housekeeping, Security/Loss Prevention, Food & Beverage, and/or Engineering
• Must have a proven track record of designing and implementing service standards and procedures that yield high guest and employee satisfaction needed.
• Prior experience managing large-scale transformation or change preferred (e.g. renovation, change in management, etc.)
• Previous experience managing third party or leased space arrangements such as food and beverage, valet or security preferred
• Must have a strong financial acumen with an ability to partner with other departments to drive revenue and manage expenses
• Proven ability to communicate professionally and tactfully in all interactions with guests and employees needed
• Must have a valid Florida Driver’s license and good driving record
• Must be able to pass pre-employment testing (i.e. drug test, background check, etc)
• Must have full availability and be able to work days, evenings, nights, weekends, and holidays
  
  
  

KNOWLEDGE / SKILLS / ABILITIES:

Ability to read, write and speak English (multi-lingual a plus)

Ability to understand, follow and give written and oral instructions

Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers

Ability to work with large groups of people, and age groups

Ability to plan, organize and conduct a wide variety of activities

Knowledge of leadership techniques

Ability to work harmoniously with fellow employees and guests

Follow all company policies and procedures

Ensure uniform and personal appearance are clean and professional

Thank guests with genuine appreciation

Speak with others using clear and professional language

Develop and maintain positive working relationships with others

Ability to work indoors and outdoors, including intense or inclement weather conditions

Abilities (<3 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bendingAbility to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height