Assistant General Manager

 

An assistant general manager supports the General Manager by overseeing the hotel's day-to-day operations, including managing staff, implementing company policies, monitoring budgets, ensuring customer satisfaction, and assisting with goal setting and planning.  This role reports directly to the general manager of the hotel. Acts as a key decision maker in their absence, essentially serving as the second in command and being responsible for maintaining smooth operations and achieving hotel goals. 

Operational Management 

·         Oversee the operation of each department; directly supervise employees' coaching and development of departments or individuals throughout the day.  Consistent feedback, both positive and constructive, helps keep employees engaged. 

·         Efficient and effective daily operations, maintaining high-quality standards, and implementing operational procedures. 

·         Review operational procedures for fit within your team and make changes/accommodations as needed to ensure your team uses their time efficiently to provide the highest level of service and cleanliness possible. 

·         Monitor occupancy levels, revenue, and expenses to help your General Manager optimize profitability. 

·         Implement operational procedures and ensure that each department delivers on quality and cleanliness standards for our guests. 

·         Regularly inspect the hotel for compliance with operational procedures, cleanliness, safety, and maintenance needs.  Follow preventative maintenance measures as outlined by the Maintenance team. 

·         Schedules staff to meet operational needs from a labor cost perspective and control unnecessary changes. 

·         Operate a safety-focused environment with the team, keeping ourselves and guests safe through our behaviors, procedures, and interactions. 

·         Support the General manager in capex improvement projects and other projects determined by the company or requiring physical repair. 

·         Takes appropriate, proactive action toward guest concerns, negative reviews, and internal guest feedback.  Develop employees to handle advanced customer service issues as they come up to improve our responses and overall guest satisfaction. 

·         Closely monitors guest satisfaction reviews from online resources and responds to keep scores high.  

Staff Management and People 

·         Hire the right candidates when openings occur, collaborate with human resources and the general manager to find candidates who align with our company culture, and decrease turnover. 

·         Conduct employee reviews every 90 days and annually to ensure the team understands their role, commitment to hospitality, and alignment with the company's core values. 

·         Supports the general manager in creating a positive work environment where employees are at their best and provide our guests with the best hospitality. 

·         Appropriate handling of employee relations issues, including coaching, mentoring, and engagement in the disciplinary action process where necessary, coordinated with the General Manager and Human Resources. 

Financial Management 

·         Learn and take over, where possible, the financial components of hotel operations, including—but not limited to—completing transaction logs, inventory, invoice coding, entry, tracking and monitoring commissions, and paying vendors not paid by accounting. 

·         Learn and understand the PNL process and budget.  Learn how to review the financial information and make adjustments to support the General Manager in achieving budget goals. 

·         Assist in property sales activities, coaching employees to upsell rooms and encourage the purchase of packages and gift shop items. 

·         Assist with cost control measures, analyzing the hotel and team management, and proposing ideas for improvement. 

·         Manage labor standards and property-level expenses based on the standards and practices of the hotel. 

·         Monitor monthly inventory and par levels for guest room items and equipment.  Ensure that purchases are made promptly and within budget by approved vendors.  Price comparisons and economies of scale decisions are made where possible to get the best outcome. 

·         Prepare reports and track down information requested by the General Manager.  

Sales Strategies 

·         Understand sales efforts within the market and support the team in driving occupancy and ADR. 

·         When directed, assist with calls to the top and new accounts; consistently learn about sales efforts and stay engaged in the community. 

·         Assist with account maintenance, prospecting, qualifying, and closing pertinent pieces of business. 

·         Appropriate handling of employee relations issues, including coaching, mentoring, and engagement in the disciplinary action process where necessary. 

QUALIFICATIONS AND EXPERIENCE 

Assistant General Managers must possess strong leadership qualities to motivate and inspire their teams. Practical communication skills are essential for coordinating staff, collaborating with different departments, and interacting with guests.  

 

·         A high school diploma or general education degree (GED) is required.  A degree or credential within the hospitality environment is preferred but not required. 

·         Five to eight years of experience with a hotel operations team, with increasing responsibility or management capacity. 

·         A genuine passion for hospitality and the heart to encourage the next generation to pursue hospitality careers. 

·         The ability to delegate tasks, provide constructive feedback, and resolve conflict is crucial for maintaining a harmonious work environment. 

·         Adept in problem-solving with critical thinking skills to identify issues, analyze options, and make informed decisions 

·         Must remain calm under pressure and find creative solutions, which is crucial for effectively addressing unexpected situations. 

·         Basic knowledge of computers and software, including the ability to use e-mail, word processing, and spreadsheet software. 

·         Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret bar graphs. 

·         Ability to read and speak English and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to effectively communicate professionally with guests, associates, supervisors, and others as required for optimum property operation. 

·         While performing the duties of this job, the employee is regularly required to stand, walk, use hands to finger, handle, or feel objects, tools, or controls, and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, crawl, taste, or smell. 

The employee must occasionally lift and move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.