Assistant General Manager

Job Description

Job Description

JOB TITLE: Assistant General Manager

STATUS: Exempt

REPORTS TO: General Manager

DEPARTMENT: Rooms

JOB SUMMARY:

The main function of the Assistant General Manager (AGM) is to assist the General Manager in the daily operation of the hotel, as well as oversee the property in the absence of the General Manager (GM). The Assistant General Manager is responsible for managing the day-to-day operation of the Concierge, Bell, Valet, Housekeeping and Maintenance teams in conjunction with the GM and making sure that all departments run smoothly and efficiently.

ESSENTIAL FUNCTIONS:

AGM Duties and Responsibilities:

Approach all encounters with guests and employees in a friendly, service-oriented manner.

Act as an ambassador to the hotel and ensure that guests are receiving an unparalleled guest experience.

Remain readily accessible to guests and employees at all times.

Make reservations, check-in and check-out guests as needed.

Check the guest service log upon arrival for the day, noting any guest requests, complaints and significant events that may require attention.

Be aware of the status of the availability of rooms at the hotel on any given day to ensure revenue is maximized.

Check any meeting room needs and set-ups for cleanliness, proper set and availability.

Prepare MOD report.

Maintain effective communications between all hotel departments.

Act as Concierge, Bellman, Valet, Shuttle driver, Housekeeper and problem solver as needed.

Monitor all no-show charges, research credit card discrepancies and process chargebacks.

Conduct at least one routine inspection of the public areas of the hotel, recognizing and correcting any potential safety hazards and also addressing cleanliness issues.

Solicit guest feedback regarding hotel services and facilities and take corrective action to solve any reported deficiencies.

Investigate, report and coordinate all hotel accidents that are employee and guest related.

Help to grow the business through inquisitiveness at time of reservation and check in and through sales calls and public relations.

Monitor existing S.O.P.’s

Assist in the selection and continuous training of staff to provide high quality service to guests.

Count all banks and immediately report discrepancies to the General Manager.

Inspect guestrooms. Provide feedback to housekeeping and maintenance departments.

Update availability information in the Property Management System as required.

Assist in evaluating the performance of all employees.

Day-to-day management responsibilities including scheduling, motivating, assigning activities, training, and policy and procedural assessment.

Must be able to convey information and ideas clearly.

Must be able to evaluate and select among alternative courses of action quickly and accurately.

Must work well in stressful, high-pressure situations with minimum supervision.

Must be effective at listening to, understanding and clarifying the concerns and issues raised by coworkers and guests.

Must have the ability to understand complex information, data, etc from contrasting sources and consider, adjust or modify to meet the constraints of that particular need.

Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.

Must be able to work with and understand financial information and date, and basic arithmetic functions.

Must have the ability to work various hours and shifts per week, with an average of 40+ hours

Other hotel-related duties as required.

Maintain regular attendance in compliance with Atticus Hotel standards, as required by scheduling, which may vary according to the needs of the hotel.

Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.

Comply at all times with Atticus Hotel standards and regulations to encourage safe and efficient hotel operations.

COMPETENCIES:

Professional Appearance – Maintains high standards of personal appearance and grooming

Physical Skills – Capable of performing laborious work in varied conditions

Customer Service – Understands and meets the needs of customers.

QUALIFICATION STANDARDS

Education & Experience

College Education preferred and at least two years progressive experience in a hotel or a related field. Must have a valid driver’s license in state of employment.

Tools & Equipment

General computer knowledge including Word, Excel, Phone systems, Credit Card processing,

Property Management Systems, emergency systems, printers, walkie-talkie and other office

equipment.

Physical Requirements:

Long hours sometimes required, including evenings, weekends and holidays.

Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.

Must be able to work indoors or outside.

Must be able to stand on feet throughout the shift.

Must be able to frequently lift up to 20 lbs and occasionally lift up to 50 lbs with assistance.

Must be able to exert up to 20 Lbs. of force to push, carry, lift or otherwise move objects.

Must be able to bend, squat crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis.

While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat).

Must be able to climb stairs occasionally.

JOB REQUIREMENTS:

Must be a United States citizen or possess a valid work permit.

Must be able to read, write and speak English

Must have excellent organization and time management skills.

Must have exceptional detail in follow-up.

Must be able to work well under pressure.

Must be able to accurately follow instructions, both verbally and written

Must be professional in appearance and demeanor.

Must always ensure to be a team player.

Ability to work a flexible schedule that may include weekends and holidays.

Must have the ability to deal effectively and interact well with the guests and associates.

Must have a passion for creating an exceptional experience for all guests.

Must be able to convey information and ideas clearly.

Must display exemplary example for staff