Hotel Assistant General Manager (AGM)

POSITION DESCRIPTION

Position: Assistant General Manager

Department: ALL

Reports To: General Manager

Location: TRU by Hilton Christiansburg, VA

Purpose of the Position:

The Assistant General Manager is responsible for overseeing the daily functions and responsibilities of the entire hotel, monitoring operations in all departments, providing and setting the example for outstanding leadership to all team members and outstanding guest service for all guests.

Essential Responsibilities:

1. Meets and exceeds Guests and team member expectations by providing

exceptional service and team work by:

· Providing value added service to Guests by doing whatever is reasonable and possible to meet or exceed Guest expectations

· Communicating effectively with Guests, co-workers and Supervisors

· Demonstrating teamwork by cooperating and assisting co-workers as needed

· Handling difficult situations effectively

· To adhere to the spirit of hospitality by assisting of accommodating our Guests requests. Offer alternatives instead of saying “No”

· To practice the 10/5 Rule! In all Guest contact interactions: within 10 feet of the Guest, make eye contact, smile and within 5 feet, give a hospitality welcome: hello, thank you for staying with us, etc.

· Personally introduces himself/herself to the Guests in order to obtain feedback regarding the Hotel and provide a hospitable atmosphere

2. Ensures staff members successfully work towards the goals of the hotel by:

· Assisting the General Manager in training, developing and motivating all department heads and team members.

· Motivating, training, and providing a work environment in which all associates are productive.

· Completing evaluations, job transfers, disciplinary procedures, warning notices, and counseling sessions as directed by GM.

3. Demonstrates leadership in organizing the front office/desk department by:

· Evaluating and directing all personnel as needed

· Preparing purchase requisitions for supplies as needed

· Taking immediate action on problems that are encountered in the front office/desk department or in areas that affect the front office

· Ensuring that all standard operating procedures and Company policies are followed as closely and reasonably as possible

· Up selling, suggestive selling and informing guests of benefits/features of the Hotel

· Contributing to perfect fill of Hotel rooms

4. Demonstrates leadership in organizing housekeeping & maintenance departments by:

· Evaluating and directing all personnel as needed.

· Assisting in Inventory and preparing purchase requests as needed for supplies.

· Taking immediate action and or monitoring/mentoring the Housekeeping Supervisor as they take action on problems that are encountered in the housekeeping department or in areas that affect the department.

· Ensuring that all standard operating procedures and Company policies are followed as closely and reasonably as possible.

· Inspecting and following up behind the Housekeeping Supervisor’s inspections to ensure perfect rooms are presented for all guests.

5. Demonstrates professional and technical knowledge by:

· Having a full understanding of the property’s reservation system and assisting with reservations when needed.

· Possessing a thorough knowledge of the property’s check-in/check-out system.

· Possessing a complete working knowledge of the property’s point of sale system, including all daily transaction and those which are not performed often.

· Knowing how and where to post all charges.

· Knowing all of the room rates and market codes.

· Knowing the all department functions within the Property Management System.

6. Demonstrates leadership and professionalism in managing weekly scheduling for all departments in the hotel.

· Assume the role of intermediary and assure that guest complaints are serviced when a problem develops in the hotel, to exceed guest’s expectations.

· Ensures proper response to guest and associate related accidents, incidents or losses and ensures they are documented on the proper form.

· Contacts the General Manager and or Police in the event of a questionable situation.

· Answer guest inquires, handle complaints, assist guest looking for group sales, show rooms if necessary. Following up with inquiries in a timely manner.

· Ensures guest resolution log is complete.

· Checking & resolving items in shift communication log.

· Ensures that all front desk, housekeeping & maintenance employees are abiding by Hotel & company guidelines & handbook.

· First point of contact for all hotel staff, including call-offs.

· Gives direction to housekeeping supervisor for shift coverage, scheduling, and task management.

· Responsible for getting coverage for all shifts and when necessary covering those shifts (Front Desk & Housekeeping when needed).

7. Ensures guests receive hospitable customer service from all by:

· Communicating clearly and courteously

· Promptly and professionally checking guests in/out of the hotel

· Walking and talking with guests in the breakfast area daily

· Handling checks and credit cards received from the guests for payment of hotel charges.

· Giving accurate directions to hotel facilities, rooms and local area attractions

· Checking shift checklists and other reports

· Training all on the 5/10 rule and ensuring it is practiced

8. Maintains proper working environment between departments by:

· Communicating with the housekeeping department regarding guest rooms and requests

· Communicating with the engineering department regarding any maintenance requests from guests and other staff members

· Coordinating group needs with the necessary staff members

9. Adheres to hotel policies and procedures by:

· Following hotel grooming and dress standards

· Following all safety and security procedures and rules

· Arriving to work on time

· Abide by all policies and procedures as outlined in the company handbook

10. Contributes to the security and profitability of the hotel by:

· Exhibiting knowledge of all hotel emergency procedures (fire, severe weather, bomb threats, guest illness, etc.

· Ensuring staff is familiar with safety and security procedures and rules

· Checking Guest’s ID before issuing room keys

· Informing guests of action plan in an emergency situation

· Contributing to perfect fill of hotel rooms

· Reporting accidents, injuries, near-misses, property damage or loss to General Manager

· Utilizing Personal Protective Equipment when needed

· Knowledge of MSDA manuals/contents

11. Maintains a favorable working relationship with all other Company Associates to foster and promote a cooperative and harmonious working climate

11. At all times projects a favorable image of the Company to the public

12. Rate & Inventory

Contribute to monitoring rates & inventory on a daily basis. Recommendations to

GM on opening/closing discount rates to achieve 100% sell-out for maximum revenue. Develop & implement strategies to help staff meet monthly revenue goals set by GM. Maximizing rate to achieve a 10% increase Year of Year. Take all Brand training classes for a better understanding of loading, opening and closing rates and inventory. Assist GM in these functions with recommendations and then once approved making the suggested changes. Implement necessary changes when GM is off property to better achieve Revenue.

13. Service Recovery

Training of Front Desk employees on making it right for guest in all situations. What we can do to exceed each guest’s expectations and repair the relationship before the guest departs and brings to our attention on surveys, that they were not satisfied.

14. Scheduling and Payroll

Assist GM with minimizing payroll hours while still having the necessary coverage needed. Ensuring no employees are working unauthorized overtime hours in the front desk, maintenance, housekeeping and breakfast departments. Utilizing your work hours in the areas that will minimize payroll hours and offer best coverage and support for the business needs during that specific payroll week. Achieves and maintains CPOR goals through training and leadership. Follow and implement break policy.

Other Responsibilities:

· Promote the Hotel and its features

· Be familiar with city events and locations

· Assist other departments if required

· Effective time management and organization skills

· Banking/Deposits-done

· Better handling of Groups with competitive rates offered

· Communication/training to Front Desk staff of any new promotions, procedures, etc

· Keeping office supplies stocked

· Commission inquires

· Develop & implement employee incentive programs to better engage staff

To Do This Kind Of Work You Must Be Able To:

· Portray leadership and provide guidance

· Properly handle guest complaints and/or concerns

· Input, access and retrieve information from a computer

· Communicate with different kinds of people to give information, answer questions and provide the service required

· Use basic arithmetic to check totals and make change

· Read maps and give clear directions

· Follow hotel grooming and dress standards (Jacket or Suit at all times)

· All department schedule approved and signed before being posted to hit CPOR goals

The above is not to be considered a day-to-day description of all duties to be performed. Any task assigned by your supervisors should be considered to be a part of your responsibilities.

Job Type: Full-time

Pay: From $40,000.00 per year

Work Location: In person

Salary : $40,000