Assistant General Manager

Assistant General Manager

The Assistant General Manager (AGM) is responsible for assisting the Area General Manager with the smooth management of all operational departments of the hotel. This includes the front desk, breakfast, housekeeping, maintenance, and back of house administrative tasks. The AGM will play a key role in ensuring total guest satisfaction through administrative management and must be an excellent problem solver and effective multi-tasker. It is the mission and intent of this position that the AGM will take full responsibility for the operations of the hotel in a manner which maintains established standards, maximizes profitability, and ensures high guest and employee satisfaction and associate retention. AGM will work at the Baymont by Wyndham College Station, a 68 room select service hotel.

Responsibilities/Duties:

• Manage room inventory and availability for future dates, as well as, on the day of arrival.
• Ensure a warm and genuine arrival and departure experience to all guests through training and direct guidance of the Front Office Team.
• Remain informed about groups, LNRs, rates, promotional programs, special benefit cards, and Wyndam updates and programs.
• Coordinate with Sales Team to ensure VIP guestrooms are appropriately blocked, as well as repeat guests.
• Expected to carry out all reasonable requests by management of which the associate is capable of performing.
• Maintain high standards of guest service and continuously seek to increase level of guest satisfaction by delivery of an improved product through employee development, training and focus on quality.
• Manage payroll processes by reviewing payroll for accuracy, ensuring employees are coded to the appropriate departments, and approving employee timecards in a timely manner.
• Manage and motivate all associates with daily supervision to include staffing, training, discipline, scheduling, and visually monitoring performance to ensure service and productivity levels.
• Manage departmental resources so as to achieve acceptable levels on labor standards performance.
• Maintain high levels of cleanliness, sanitary food preparation and storage in food and beverage areas.
• Provide clear direction in advising and instructing associates in details of work. Nurture a positive and productive work culture and environment.
• Ensure the efficient and effective overall operation and collaboration of the Front Desk and its Rooms Division partners; Engineering, and Housekeeping.
• Ensure compliance with Oldham Goodwin and brand franchise standard operating procedures, including cash handling and security, guest safety and security, life safety protocols, emergency procedures, and adherence to brand standards.
• Complete reports and projects as assigned by the Area General Manager, including 30-, 60-, and 90-day forecasting and other operational reporting requirements.
• Receive and resolve all guest complaints in a timely manner and within the guidelines of the company and brand.
• Complete the weekly Accounts Payable process.
• Complete the weekly Accounts Receivable process.
• Take ownership of and complete to a high level all back of house clerical tasks as assigned.
• Take the appropriate actions to advertise, interview, hire, and onboard staff for all operational departments as is needed.
• Implement Corporate and Brand marketing programs as necessary.
• Organize, conduct and/or attend meetings to obtain and disseminate pertinent information.
• Perform room inspections as/when needed.
• Assist in check in/check out of guests or any related guest service activity.
• Act as a Manager on Duty.
• Provide support to the Area General Manager by operating the various departments properly, efficiently, and with profitability.
• Maintain and direct follow-up of guest complaints to the Area General Manager, as needed.
• Contact guests for follow-up on Medallia and Social Media responses.
• Assist the Area General Manager with administrative work and email correspondence as needed.

Qualifications

• 1-3 years of supervisory experience within a hotel setting – preferably a branded select service hotel.
• A track record of high employee and guest satisfaction.
• Energetic, proactive, takes calculated risks, and perseveres to attain goals. Possess a basic knowledge of hotels and an advanced knowledge of customer service.
• Excellent communication skills. Skilled at establishing effective relationships with customers and internal partners; promoting openness, trust and confidence in one's intentions. Requires effective reading, writing and oral comprehension.
• Service orientation. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Strong organizational skills and attention to detail are essential for success in this role.
• Must be able to think clearly, analyze and resolve problems, while exercising good judgment. You must also be able to remain calm and courteous in demanding situations.
• Must be proficient in general computer knowledge and able to train and monitor the hotel team.
• Able to process the sending of referrals, setting traces and profiling sales accounts.
• Be able to represent the hotels and Oldham Goodwin Group with the highest level of integrity and professionalism, a service-focused approach, and a caring, sincere attitude at all times.
• Strong understanding of customer and market dynamics and requirements.
• Must maintain open availability and be able to work a flexible schedule, including weekends and holidays, as business demands require.
• Must be able to perform the essential functions of the position, including standing for extended periods and lifting and/or moving up to 25+ pounds, with or without reasonable accommodation.