Assistant General Manager

Assistant General Manager

Innisfree Hotels is an inclusive workplace that fosters a culture of care where employees genuinely matter, and their voices are heard.

Location: The Flamingo Hotel and Tower

We are looking for an Assistant General Manager 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. The Assistant General Manager is responsible for managing the day-to-day operation of all departments in conjunction with the GM and making sure that all departments run smoothly and efficiently.

Essential duties and responsibilities include the following. Other duties may be assigned.

- Always approaches all interactions with guests and employees in a friendly and service-oriented manner by maintaining a positive demeanor.

- Promotes a positive and caring work environment by addressing and resolving any conflict in a calm and poised manner.

- Welcomes guests and fosters customer loyalty through his/her friendly manner.

- Assists the General Manager in his day-to-day operations.

- Always remain readily accessible to guests and employees.

- Makes reservations and check-in and check-out guests as needed.

- Checks 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 availability of rooms at the hotel on any given day to ensure revenue is maximized.

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

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

- Conducts routine inspections of the public areas of the hotel daily, weekly, and monthly, recognizing and correcting any potential safety hazards and addressing cleanliness issues.

- Ensures property, grounds, physical plant and work areas maintained to standard.

- Solicits guest feedback regarding hotel services and facilities and takes corrective action to solve any deficiencies.

- Monitors the Guest feedback on Trip advisor, OTA's etc. and hotels GSTS and RSTS surveys.

- Receives and resolves or assists the General manager in resolving guest complaints and service recovery process.

- Reviews employee performance and conducts disciplinary actions and terminations.

- Maintains accurate records including cash flows sheet, guest floor limit, AR Ageing reports, Direct billing, etc.

- Investigates, reports, and coordinates all hotel accidents that are employee and guest related.

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

- Counts all banks and immediately report discrepancies to the General Manager.

- Inspects guestrooms, provides feedback to housekeeping and maintenance departments.

- Updates availability information in the Property Management System as required.

- Assists in evaluating the performance of all employees.

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

- Covers shifts of all departments as scheduled by the General Manager.

- Ensures hotel staff is provided with uniforms and name tags, and upholds property grooming standards.

- Maintains contact lists for all staff, vendors, and any emergency situations.

- Prepares and processes invoices for all departments.

- Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.

- Has a good knowledge of all systems and standard operating procedures of Front Office.

- Ensures that guest documentation and information is available and up to date.

- Performs any other duties as assigned by management.

Qualifications

1. Degree or diploma in Hospitality Management, Business Administration, or related field.

2. Minimum 3 years of customer service experience required; hospitality industry preferred.

3. Should be able to work independently and with minimum supervision.

4. Excellent customer service skills.

5. Ability to read, write, and speak effectively in English in order to communicate with guests and team members.

6. Have a strong attention to details.

7. Must be able to multi-task.

8. Must be a team player.

Innisfree Hotels will invest in you, if you invest in you. We are a fast-paced, expanding company and we need team members who thrive on challenge, seek responsibility and value our culture to lead us into the next generation of growth.