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 Always approach all interactions with guests and employees in a friendly and service-oriented manner by maintaining a positive demeanor. Promote a positive and caring work environment by addressing and resolving any conflict in a calm and poised manner. Welcome guests and foster customer loyalty through a friendly manner. Assist the General Manager in day-to-day operations. Remain readily accessible to guests and employees. Make reservations and 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 availability of rooms at the hotel on any given day to ensure revenue is maximized. 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 routine inspections of the public areas of the hotel daily, weekly, and monthly, recognizing and correcting any potential safety hazards and addressing cleanliness issues. Ensure property, grounds, physical plant and work areas are maintained to standard. Solicit guest feedback regarding hotel services and facilities and take corrective action to solve any deficiencies. Monitor guest feedback on TripAdvisor, OTAs etc. and hotels GSTS and RSTS surveys. Receive and resolve or assist the General Manager in resolving guest complaints and service recovery processes. Review employee performance and conduct disciplinary actions and terminations. Maintain accurate records including cash flow sheet, guest floor limit, AR aging reports, Direct billing, etc. Investigate, report, and coordinate all hotel accidents that are employee and guest‑related. 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. Cover shifts of all departments as scheduled by the General Manager. Ensure hotel staff is provided with uniforms and name tags, and uphold property grooming standards. Maintain contact lists for all staff, vendors, and any emergency situations. Prepare and process invoices for all departments. Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events. Have good knowledge of all systems and standard operating procedures of Front Office. Ensure that guest documentation and information is available and up to date. Perform any other duties as assigned by management. Qualifications Degree or diploma in Hospitality Management, Business Administration, or related field. Minimum 3 years of customer service experience required; hospitality industry preferred. Should be able to work independently and with minimum supervision. Excellent customer service skills. Ability to read, write, and speak effectively in English in order to communicate with guests and team members. Have a strong attention to detail. Must be able to multi‑task. 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. #J-18808-Ljbffr