Assistant General Manager

Assistant General Manager

The Cape Arundel Inn & Resort is seeking an experienced and driven Assistant General Manager to join their team! Lead elevated overall guest experience by overseeing operations of a high-end resort, hotel, and food and beverage operations through impeccable guest services, establishing procedural efficiencies, and making cost-effective decisions while supporting the General Manager with all logistical needs.

General Duties:

• Coordinates the smooth operation and interrelation of department staff functions such as front desk, housekeeping, food and beverage, and grounds and maintenance. Assists in the overall success of the hotel, meeting or exceeding planned objectives for revenue and profit, and ensuring guest satisfaction and product quality standards are met. Assists the General Manager in all areas of the hotel in accordance with the standards of the Kennebunkport Resort Collection (KRC).
• Oversees day-to-day operations of the front desk, housekeeping, grounds and maintenance, and food and beverage operations.
• Works closely with the Maintenance Manager to coordinate on facilities updates and general upkeep of the property.
• Assists in striking a balance between guest satisfaction and effective business management, ensuring financial viability and to facilitate smooth-running guest services while ensuring staff work together as a team.
• Understands company goals and financial expectations. Works closely with the General Manager to review goals and establish action plans to meet budgetary needs and proactive project goals.
• Assists General Manager in reviewing all guest and diner feedback. Assesses and delegates action steps based on feedback. Resolves guest complaints as required.
• Assists General Manager in key property objectives including capital planning, retention, training, and guest services improvements.
• Performs daily, weekly, and monthly inspections of rooms, public space, restaurant, and grounds to identify needs and ensure guest satisfaction.
• Works together with GM to ensure all accounting expectations are met, such as proper inventory logging, timely submission of invoices by department heads, proper reimbursements, and month end requirements.
• Conducts shift briefings as needed, developing topics to discuss such as operational focuses, safety issues, VIP guests, industry education, guest feedback, etc. Provides proactive communication of all standards to staff.
• With GM, responsible for overall safety and handling of department banks and any cash drawers. Counts bank with witness upon turnover. Ensures cash and any bank keys remain secure at all times. Ensures proper deposit logs are used daily. Responsible for making deposit deliveries to local bank no less than weekly.
• Monitors maintenance progress and FF&E (Furniture, Furnishings, and Equipment) conditions with the Housekeeping Manager.
• Attends departmental meetings and training sessions as required. Attends Morning Meetings in the absence of GM.
• Willingness to work weekends, holidays, and/or flexible hours based on business needs.
• Understands best practices in Emergency Evacuation Procedures, Accident Reporting, Right to Know Law, Written Information Security Program, Bloodborne Pathogen Procedures, and ensuring compliance with zero-tolerance policies including Anti-Harassment, Violence in the Workplace, or Influence in the Workplace.
• Complies with all time and attendance policies.
• Complies with all uniform, dress code, and appearance standards.
• Leads by example with professionalism and high standards of guest services.
• Professionally handles guest complaints, solves problems, apologizes/emphasizes standards during guest complaints, and consistently follows up. Communicates any elevated complaints that could not be resolved to the General Manager.
• Monitors and delegates to subordinate team members to ensure they remain busy during their shift. Creates an ongoing list of tasks ahead of time for use during slower moments should they arise.
• Assists General Manager with additional administrative assigned projects including forecasting, associate scheduling, and responding to guest reviews/surveys.
• Ability to communicate with managers and staff in a positive, efficient, and friendly manner.
• Flexibility to step into whatever role is needed to deliver exceptional customer service. This may include taking on job responsibilities outside of this job description and may require assisting other departments in their regular functions.
• Demonstrates a team-focused attitude and encourages collaboration. Motivates and leads the team to accomplish tasks effectively.
• Escalates associate concerns/HR issues to General Manager. Assists in resolution as requested.

Team Management:

• Directly and independently manages subordinate personnel, specifically Guest Services Managers and Food and Beverage Managers, to include but not limited to the responsibility of hiring, training, administering performance reviews, determining wages, coaching and discipline, termination, and weekly scheduling.
• Works closely with Human Resources to ensure proper staff onboarding including initiating/communicating PAN for hiring, completion of digital onboarding packet, collection of USCIS compliant identification, completion of departmental training, and issuance and adherence to operational policies and procedures.
• Builds a strong working relationship and communication flow with team members to promote openness, teamwork, and appreciation for each department and their role in our success.
• Assigns duties and observes performance of subordinate leaders and team members to ensure adherence to hotel policies and established operating procedures.
• Provides training to subordinate leaders and team members. Works closely with GM and department heads to establish well-thought-out training programs for new hires and accountability in training completion.
• Reviews and sets expectations of effective, cost-efficient schedules based on forecast and budget. Works with GM to ensure subordinate leaders use the provided resources and systems to effectively manage labor costs and profitability.
• Follows company guidelines for progressive disciplinary action, involving People + Culture team in all steps of process.
• Completes employee performance reviews/evaluations as required.
• Reviews assigned timecards regularly for accuracy. Submits proper documentation for payroll needs and corrections. Provides timely and secure payroll preview reports for centralized payroll team.

Additional Guest Services & Housekeeping Duties:

• Works closely with the Guest Services Managers and Guest Service Agents to ensure an elevated, luxury guest experience.
• Works closely with the Housekeeping Supervisors and subordinate team to ensure guest room and public space cleanliness meet inspection standards and guest expectations.
• Constantly seeks ways to elevate guest experiences through surprise amenities, upgrades, and personalized services. Encourages team members to do the same within established parameters.
• Adheres to all provided KRC service scripts when addressing guests in person or over the phone.
• Greets and welcomes all guests in a professional and hospitable manner. Interacts with guests in a respectful, cheerful, and polite manner. Engages to ensure all guests' needs are being met.
• Fully knowledgeable of guest charges and fees and able to explain fees and charges to guests.
• Monitors ledgers and works closely with accounting team to collect outstanding balances and balance ledgers monthly.
• Working knowledge of all rates, packages, groups, and booking restrictions.
• Monitors completion of Front Office shift reports/communication daily.
• Oversees housekeeping standards, completing room inspections as needed. Must be able and willing to step into entry-level housekeeping needs as required.
• Liaises with Central Reservation Office and Marketing Department to ensure communication lines are clear and front desk teams are following procedures regarding reservations, specials, promotions, and packages.
• Assists in upholding Accounting Department standards and protocols.

Additional Food & Beverage Duties:

• Works closely with the Restaurant Managers and Assistant Restaurant Managers to ensure service levels in all F&B outlets meet KRC standards and guest expectations.
• Informed of all events taking place on property. Works closely with F&B team to plan for, schedule team support, and ensure event logistics are assigned and appropriate.
• Works closely with F&B Managers to ensure proper inventory management and effective ordering. Management of special product needs, receiving, product storage and organization, staff training on inventory, ensuring yield management and keeping par levels, and completing monthly inventory.
• Ensures compliance with all F&B operational procedures. Works with General Manager and KRC Senior F&B Director on development of SOPs as needed.
• Works closely with F&B Managers to develop an approachable and creative bar program for outlets and events.
• Ensures team is educated on all tip pool and service charge distribution policies. Manages fair, consistent distribution of tips and service charges.
• Works with F&B Managers to review reservation and walk-in guest flow to maximize seating and reservations per shift as well as oversight for future dates and/or holiday management.
• Coordinates workflow to ensure a smooth-running operation. Steps into F&B Manager duties as needed.

Essential Functions:

• Ability to remain standing for up to a 10-hour shift.
• Ability to