Hotel Assistant General Manager

Hotel Assistant General Manager


Introduction

Welcome to Thind Management, a family-owned management company where we strive to provide exceptional service and unforgettable experiences to our guests at our properties. With a passion for hospitality and a commitment to teach, we at Thind Management strive to share our knowledge with team members to reach new heights. We live and breathe Thind's motto "We'll Take It from Here". Our team of experienced leaders are dedicated to delivering the highest standards of training, providing tools, and ensuring professional growth of our team members.


Job Summary

We are seeking a highly motivated and experienced Assistant General Manager in a full-service or limited-service hotel who plays a vital role in supporting the overall management and operations of the property. Working closely with the General Manager, the AGM is responsible for assisting in the day-to-day hotel & restaurant operations, ensuring exceptional guest experiences, maximizing revenue and profitability, and maintaining high-quality standards across all departments. The AGM serves as a leader, collaborator, and problem-solver, contributing to the success of the hotel and the achievement of organizational goals.

Core Job Responsibilities & Duties

• Oversee and manage all hotel & restaurant operations, including but not limited to front desk, housekeeping, maintenance, sales, and food & beverage (restaurant & banquets)
• Develop and maintain a positive guest experience procedure, ensuring that all staff and team members provide excellent customer service
• Assist the GM in overseeing the coordinating all operational departments, including front office, housekeeping, food and beverage, sales and marketing, events, and maintenance
• Ensure compliance with brand standards, policies, and procedures to maintain a high level of service quality and operational efficiency
• Collaborate with department heads to develop and implement strategies for enhancing operational performance, guest satisfaction, and employee productivity
• Foster a guest-centric culture, ensuring that exceptional service is consistently delivered throughout the guest journey
• Respond promptly and effectively to guest inquiries, concerns, and complaints, taking necessary actions to resolve issues and exceed guest expectations
• Monitor guest feedback and online reviews, identifying areas for improvement and implementing appropriate measures to enhance the guest experience
• Assist in the development and execution of revenue strategies, pricing decisions, and sales and marketing initiatives to optimize revenue and achieve financial targets
• Monitor financial performance, including revenue, expenses, and budgets, and take proactive measures to control costs and increase profitability
• Collaborate with the sales team to identify and pursue opportunities for business growth, including corporate accounts, group bookings, and event bookings
• Support the GM in leading, motivating, and developing a high-performance team
• Foster a positive work environment that promotes teamwork, collaboration, and employee engagement
• Assist in recruitment, selections, training, and performance management processes to ensure a skilled and knowledgeable workforce
• Conduct regular performance evaluations, provide feedback, and identify opportunities for training and development
• Ensure compliance with all applicable laws, regulations, and hotel policies, including health, safety, and security standards
• Implement and monitor quality assurance programs to uphold brand standards and deliver a consistent guest experience
• Oversee risk management and emergency response procedures, ensuring the safety and security of guests and employees
• Assist GM or hold regular briefings and meetings with all heads of departments - daily huddles, weekly management meetings, etc.
• Handling complaints and oversee the service recovery procedures
• Helping in the procurement of operating supplies & equipment and contacting with third-party vendors for essential equipment and services
• Coordination with the head-of-departments for the execution of all activities and functions
• Establish & maintain a proactive human resource function to ensure employee retention, motivation, training & development, wage & benefit administration, and compliance with established labor regulations
• Implement and maintain effective open-door communication system across all departments
• Create and maintain the company culture while educating team members about company motto and values
• Responsible for legalization, Occupational Health & Safety Act, fire regulations and other legal requirements - understand the government regulations and ensure hotel is at par with all rules and regulations
• Carry out verbal & written policy changes and instructions
• Ensure all decisions are made in the best interest of the hotel and management
• Ensure compliance with all local, state, and federal regulations
• Perform any other duties as assigned by Executive team & Ownership

Qualification Standards & Company Requirements

• Bachelor's degree in Hospitality Management or a related field (preferred) or equivalent work experience
• At least 5-years of experience in the hospitality industry
• Proven experience in hotel operations
• Excellent communication and interpersonal skills, both written and verbal
• Strong leadership abilities with the capacity to inspire and motivate a diverse team
• Strong analytical and problem-solving skills with a solution-oriented mindset
• Proficient in hotel management systems, property management systems, and relevant software
• Proficient in Microsoft Office and hotel & restaurant software(s)
• Must have a flexible work schedule

*Please note that specific job requirements and responsibilities may vary depending on the company's policies, size, and other factors*