Assistant Manager

Job Description

Job Description

The Assistant General Manager is responsible for providing leadership throughout all divisions of the hotel. The AGM is the “Master Recruiter” of the property and leads all efforts in recruitment, hiring, and training. The AGM is Considered the “coach” of the property and must be able to motivate and inspire team members to provide outstanding guest services.

Recruiting and Human Resources Management:

• Responsible for full-cycle staffing, including recruiting, interviewing, and onboarding for all hotel departments; providing orientation for all new employees.
• Monitoring and effectively forecasting hotel’s employee staffing needs.
• Adhering to all recruitment and hiring guidelines.
• Selects or assist in the selection of hotel staff and completes all new hire paper works.
• Review employee performance and conducts personnel actions such as disciplinary actions and terminations.
• Completing work schedules for front office department staff in a timely and effective manner.
• Reviewing and approving employees’ timecards.
• Enforcing and leading all training and development efforts throughout the hotel.
• Embracing, enforcing, and promoting the QTR culture to all departments and employees.
• Embracing and demonstrating the core ideology daily.
• Maintaining a positive work environment. Treating employees fairly, consistently, and with respect. Recognizing and rewarding excellent performance. Encouraging and promoting teamwork. Setting a positive example for all subordinates.
• Conducting and/or participating in regular employee meetings.
• Effectively delegating projects and duties as needed.

Hotel Operations:

• Knowledge of and ability to complete all hotel reports.
• Has a basic operational knowledge of all departments.
• Enforcing all safety policies in the hotel and promoting safety through safety committee meetings regularly.
• Has a strong knowledge of brand standards and programs.
• Making sound decisions and identifying problems and offering solutions.
• Demonstrating knowledge of O&R and brand success plans.
• Performs daily, weekly and monthly property inspections.
• Cover shifts is front desk departments when someone call out for any reason.
• Ensuring the follow through of O&R.
• Maintaining daily processes and checklists.
• Understanding and completing all month end requirements.
• Ensuring the property is prepared at all times for the quality assurance audit and has full knowledge of all standards for the brand.
• Ensure hotel staff is provided with uniforms and name tags, and upholds property grooming standards.
• Must be available 24/7 in case to respond to any guest or employee emergencies.
• Assisting in sales as and when required and development with strong sales prospects.
• All Other duties as assigned by the General Manager or Management.
• Understand sales effort within the market and drive both Occupancy and ADR.
• When directed, assist with sales calls to top accounts and new accounts and constantly be engaged in the sales efforts.
• Respond all credit card charge back disputes and any employees SCDEW Requests.

Customer Service:

• Is committed to making every guest happy. Listening and responding promptly to guest complaints and maintaining customer service as a driving philosophy of the property.
• Providing information to guests about hotel policies, services, and amenities.
• Responding to requests from guests for assistance and information about the local area (e.g. directions, restaurants, attractions, etc.).
• Monitor the Guest feedback on Trip advisor, OTA's etc. and hotels GSTS and RSTS surveys.

Community Relations:

• Maintaining active involvement in community and industry organizations.
• Participating in community activities, employee activities, and guest events.
• Maintaining communication with competitive hotels, Convention and Visitor Bureau, and Chamber of Commerce.

Accounts Receivable and Accounts Payable:

• Completing all accounting procedures for the property.
• Managing A/R and A/P appropriately.
• Organizing all payables in a timely and effective manner.