Assistant General Manager

Assistant General Manager

The Assistant General Manager will coordinate the daily activities of the property, and the hotel personnel as directed. He/she will provide support to the General Manager and assume the responsibilities of the General Manager in their absence. The AGM will collaborate with the GM to improve our level of service and enhance the profitability of our hotel. (S)he will assist in the training of new team members and oversee the day-to-day operations of the front desk team, as well as housekeeping.

Job Responsibilities

• Assign duties to staff and observe performance to ensure adherence to hotel policies and established operating procedures.
• Provide training to staff, including job specific, safety and security content.
• Assist with the hiring and onboarding process.
• Review team member performance and work with the GM to conduct performance reviews and disciplinary warnings.
• Maintain accurate records, including deposits, PM's, Deep Cleans, guest requests, complaints, etc.
• Adhere to all company and brand standard operating procedures.
• Review and respond to guest requests and/or complaints.
• Assumes the role of GM, in his/her absence.
• Is available and able to report to the property at a moment's notice.
• Primarily works the 3pm – 11pm shift, and covers shifts as needed and determined by the General Manager.
• Maintains guest service as the driving philosophy of the hotel.
• Personally demonstrates a commitment to guest service by responding promptly to guests' needs with an interest and concern in satisfying every guest.
• Ensures hotel staff, including all new hires are trained to meet service standards.
• Develops added-value customer service programs regarding housekeeping services.
• Can communicate to guests about hotel promotions, local attractions, and points of interest.
• Empowers hotel staff to deliver great guest service by encouraging responsiveness to guests' needs.
• Meets or exceeds hotel guest satisfaction measures.
• Ensures hotel standards and services contribute to the delivery of consistent guest service.
• Engage every guest in conversation and recognition.
• Resolve any guest issue immediately.
• Promote the hotel by demonstrating high level of positive attitude and energy to serve our guests.
• Take proactive approaches when dealing with guest concerns.
• Always extend professionalism and courtesy to guests.
• Become involved in the community and/or government affairs.
• Other duties as assigned.

Professional Experience Bachelor's degree in hospitality management or similar degree or an equivalent combination of education and experience. Hotel operations experience to include knowledge of all applicable laws, ordinances, regulations, and requirements of federal, state, and municipal authority. Minimum 2 years' experience in Customer Service.

Required Skills

• Ability to work in a fast-paced environment.
• Must be flexible to work varied schedules.
• Ability to delegate and direct the activities of the team to ensure efficient operation.
• Excellent written and oral communication skills.
• Must have the physical ability to walk, bend, and stand for long time periods.
• Must be able to lift up to 25 lbs.

Essential Skills

• Ability to express compassion while remaining composed; ability to remain calm and focused while working under pressure.
• Promote the property by demonstrating a "top-notch" attitude toward our guests which includes anticipating the guests needs – be proactive.
• Ensure that you are always a positive representation of the property; embrace and respect diversity and multi-cultural environments.

Benefits

RAM Hotels hire the best people; we work extremely hard to provide benefits that make work-life balance that much more enjoyable. As a leader in the hospitality industry; we promote advancement opportunities, we offer our eligible employees comprehensive health benefit packages for you and your family, vacation time, quarterly bonuses, 401K, and other additional perks being an employee of RAM Hotels. RAM Hotels is an Equal Opportunity/Affirmation Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.