Assistant General Manager

Assistant General ManagerHighgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.The Assistant General Manager is responsible for continually focusing on achieving hotel profitability through revenue generation, cost control, guest satisfaction and developing employees, while maintaining the integrity of the hotel.ResponsibilitiesFundamental Requirements :Conduct daily stand-up meeting with all departments to review the hotel's daily activities and ensure good communication.Ensure that daily stand-ups are being held in all departments as appropriate.Tour the operating departments, daily making adjustments as needed via department heads.Oversee all aspects of Housekeeping, including but not limited to: effective leadership, proper staffing, cleanliness of all guest rooms and public spaces, prompt and courteous execution of guest requests.Work closely with Director of Rooms to oversee all Front Office Operations.Oversee Oceanarium including curator, staffing, safety, and maintenance.Oversee Security Department with respect to staffing, building safety and security, policies and procedures; oversee safety committee and ensure all training is completed and turned into HR for accurate records.Act as liaison for the hotel with retail tenants.Conduct weekly staff meetings, including weekly training sessions presented by managers and self using the steps to effective training according to Highgate Hotel standards, and the review of previous and future sales and operations efforts.Meet all financial review dates and corporate directed programs in a timely fashion.Participate in preparing the monthly Executive Summary, Weekly Updates, and other reports as neededHold a monthly financial review with all department managers and available supervisors.Ensure that the Big 4 Inventory is completed quarterly per Highgate SOPEnsure PCI compliance in all departments.Ensure that all department heads maintain budgeted productivity levels and Highgate Hotel standard checkbook accounting procedures.Ensure that all department heads keep their staffed continuously trained on our LRA standards, and that LRA standards are being followed at all times by each department.Prepare and execute Capital/Renovation requests, in accordance with the Capital and/or Renovation Budget: from getting bids, completing capital forms, following through till approved, organizing the project and completing it including the punch.Develop managers for future advancement through competency training and corporate sponsored training programs.Adhere to all Highgate Hotel policies and procedures and train new managers to ensure compliance.Initiate all new operational SOPs rolled out by Highgate and report progress back to GM.Oversee and assist in the Highgate Hotel's budget process as required.Ensure that training in service standards is taking place in each department using the steps to effective training according to Highgate Hotel standards.Assist in creating a positive team-oriented environment which focuses on the guest, through employee development and motivation.Take an active role in AOS planning, preparation, and subsequent Action Plan execution.Inspect rooms regularly as part of the Room Check ProgramSpearhead Medallia efforts, including but not limited to: guest follow-up, problem resolution, communication of results to all departments.Ensure complete processing of invoices daily by using the A/P process.Ensure that all appropriate information for financial documents is received by the Corporate Office monthly, in compliance with the monthly accounting calendar.Ensure that timekeeping procedures per Highgate SOP are being followed in all departments.Ensure the cleanliness and maintenance of the physical property through inspections and preventive maintenance programs with department managers.Ensure that employees are at all times attentive, friendly, courteous and efficient in their interactions with guests, management and all other employees.Ensure that the Union contract is being followed properly in all departments. Coach and train as needed to ensure compliance.Prepare and conduct all management interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s. Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures for departmental staff.Interview all prospective final candidates for any vacant management position within the hotel prior to any offer being extended.Perform all department manager performance appraisals according to Highgate Hotel S.O.P.'s, and ensure that managers are in compliance to the standards in their administration of performance appraisals to their staff.Motivate, coach, counsel and discipline all management personnel according to Highgate Hotel S.O.P.'s and ensure that managers are in compliance to the standards in their administration of counseling and disciplinary steps.Work closely with Human Resources on Associate programs, issues, complaints and investigations.Work in conjunction with Human Resources on Union relations as needed.Perform any other duties as requested by the Vice President of Operations and General Manager.Ensure that all employees receive fair and equitable treatment according to Highgate Hotel S.O.P.'s.Meet clients on the property, including meeting contacts and potential clients touring the property, to assist in the sales effort.Be in the public areas during peak times, greeting guests and offering assistance as needed.Ensure weekly credit meetings are conducted and take an active role in the hotel credit and collection policies.Participate in weekly REVMAX meetings.Ensure that all scheduled meetings take place on the property.QualificationsEducation & Experience :At least 6 years of progressive hotel management experience, preferably in a related position, with extensive operational experience at Department Head or Director Level.Must be proficient in Windows, Company approved spreadsheets and word processing.Physical requirements :Long hours sometimes required.Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.Must have valid driver's license for the applicable state.General RequirementsMaintain a warm and friendly demeanor at all times.Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.Must be able to multitask and prioritize departmental functions to meet deadlines.Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.Attend all hotel required meetings and trainings.Participate in M.O.D. coverage and Lobby Ambassador Program as required.Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.Maintain high standards of personal appearance and grooming, which include wearing nametags.Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.Must be able to maintain confidentiality of information.Perform other duties as requested by management.BenefitsWe are pleased to offer to our full-time associates a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.Medical insurance, dental insurance, vision insurance, life insurance,