Assist General Manager

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Description

Assistant General Manager - Hotel and Restaurant

Reports to : Hotel General Manager

JOB SUMMARY:

Assist the General Manager in leading the Hotel & Restaurant teams in the development and implementation of property-wide strategies at 33 Hotel, a 5-Star Luxury Boutique Property, located in NYC's Historic Seaport District.

Support all aspects of the operation including guest and employee satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment. Ensures implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations. Builds relationships with key customers and is involved in the sales process.

CANDIDATE PROFILE:

Education and Experience

• Bachelor's degree / higher education qualification / equivalent in Hotel or Restaurant Administration, Business Administration.

• 4 to 6 years of progressive hotel or restaurant management experience in a luxury 5-star environment.

CORE WORK ACTIVITIES

Assisting the Operational and Financial Management of the Property

• Implement and manage hotel's daily quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
• Regularly review and evaluate the degree of guest satisfaction, to recommend new operating and marketing policies whenever declining or constant sales imply dissatisfaction by the customers, a material change in the make-up or the customer market, or a change in the competitive environment.

• Monitor product quality and guest satisfaction. Ensure that food quality is consistent, appealing, and prepared to guest specifications. Interact with guests to obtain feedback on quality of service and food in outlet.

• Develop operating tools necessary and incidental to modern management principles, e.g. budgeting, forecasting purchase specifications, recipes, portion specifications, menu abstracts, food production control etc.

• Prepare written correspondence to guests and develop effective solutions to resolve and prevent problems such as price conflicts, insufficient heating or air conditioning, etc.

• Develop, implement, and monitor staffing schedules for the operation of all departments to achieve a profitable result.

• Communicate both verbally and in writing to provide clear directions to staff. Ensures that all brand standards are being maintained in each area of the property.

• Plan and administer a training and development program within the department which will provide well trained associates at all levels.

• Plan and direct the functions of administration, forecasting and staffing, to meet the predetermined profit objectives and desired standards.

• Document inventory forecast usage and monitor supply so that operating departments are well stocked with linen, glassware, silverware, china, condiments, collateral, cleaning supplies, guest supplies and equipment.

• Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.

• Interview, hire, train, recommend performance evaluations, provide open communication, and recommend discipline and/or termination when appropriate. Continuously evaluate the performance and encourage improvement of the associates.

• Abide by all State, Federal and Corporate requirements pertaining to serving alcoholic beverages. Ensuring that the restaurant complies with sanitation and safety standards for guests and associates. Maintains current licenses and permits as prescribed by local, state and federal agencies.

• Check that all equipment is in working order. Follow up on work orders so repairs and maintenance of facility are completed on a timely basis.
• Perform any other job-related duties as assigned.

  Supporting the Management and Development of Departmental Teams

• Stays readily available/approachable for all employees.
• Extends professionalism and courtesy to employees.
• Leads by example demonstrating self-confidence, energy and enthusiasm.
• Assists/teaches team managers scheduling (using Scheduling Tool) against guest and hours/occupied room goals. Makes sure that staffing levels are appropriate to exceed guest expectations.
• Sets clear performance expectations with the General Manager.
• Assists team supervisors with constructive coaching and counseling.
• Solicits feedback for continuous improvement.

Managing the Guest Experience

• Extends professionalism and courtesy to guests.
• Motivates and encourages staff to solve guest and employee related concerns.
• Provides excellent customer service by being readily available/approachable for all guests.
• Takes proactive approaches when dealing with guest concerns.
• Assists employees in understanding guests' ever-changing needs and expectations, and how to exceed them.

Conducting Human Resource Activities

• Ensures orientations for new team members are thorough and completed in a timely fashion.
• Takes proactive approaches when dealing with employee concerns.
• Ensures property hiring practices comply with I-9, ADA and EEO requirements and strives for a culturally diverse work place. Performs other duties as assigned and needed.

MANAGEMENT COMPETENCIES

• Leadership Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.

- Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.

• Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before

- making decisions, and involving and gaining agreement from others when making key decisions. Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

- Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

- Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

- Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed. Building Relationships

- Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

- Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company's service standards.

• - Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

  Generating Talent and Organizational Capability

  - Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

  - Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

  Learning and Applying Professional Expertise

  - Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.

• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
• Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.
• General Hotel Operations - Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues. o Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
• Writing - Communicates effectively in writing as appropriate for the needs of the audience.

At Crescent Hotels & Resorts we strive to create a great place to work where associates at all levels of our organization are respected for their differences, just like the guests and owners we serve. That's why we are dedicated to creating an environment that facilitates open and honest conversations about race, equity, diversity, and inclusion. By examining our own beliefs and behaviors, we can create change through training, recruiting, and promoting diverse talent to strengthen our culture.

We Know Benefits

Dedicated, satisfied, and engaged associates are the key to our continued success.

At Crescent Hotels & Resorts, we strive for innovative ways to enhance our comprehensive selection of benefit offerings. Crescent associates working as few as 24 hours a week are eligible for our extensive menu of benefit programs.

Crescent's benefits offerings include:

• Healthcare insurance and prescription drug coverage

• Dental insurance

• Vision insurance

• Flexible/dependent-care spending accounts

• Life insurance and supplemental life insurance

• Short/long-term disability insurance

• Domestic Partner coverage

• Employee Assistance Program

• 401(k) with employer matching

• Paid holidays, vacation, and personal time off

• Tuition reimbursement program

• Discounted hotel rooms for associates and family

For applicants who will be working in NYC, the anticipated compensation range for the position is $90K - $100K per year. The salary offered to a successful candidate will be dependent on several factors that may include but are not limited to years of experience within the job, years of experience within the required industry, education, work location, etc. Crescent Hotels is a multi-state employer and the salary ranges indicated herein may not reflect positions that work only in other states.

Qualifications

Previous manager preferred

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)