Assistant Hotel Manager

POSITION SUMMARY:

Provide an unsurpassed level of guest service while displaying an upbeat and positive demeanor. Manage the efficient daily operation and continued development of the Front Desk, PBX and Bell Desk while ensuring maximum operating efficiency and adherence of established service, product, and facility standards. Resolves all guest and team member concerns appropriately and effectively.

POSITION RESPONSIBILITIES/DUTIES:

• Directly oversee and participate in all functions of daily operations of the Front Desk, PBX and Bell Desk.
• Display an engaging personality that attracts guests with an always present smile, clear voice, and willingness to initiate conversation without prompting.
• Provide a warm and sincere greeting and farewell while recognizing guests appropriately and by name whenever available.
• Interact and communicate with hotel guests and exemplify the best possible service in a courteous and hospitable manner, having knowledge of the hotel, hotel staff and services including hours of operation, and guestrooms including location, views, amenities, knowledge of the surrounding area.
• Direct day-to-day supervision of Front Desk, PBX and Bell Desk; Inspect and review all assigned tasks and ensure that each area has adequate coverage commensurate with guest volume.
• Confer with other departments and subordinate team members to ensure maximum guest satisfaction and efficient utilization of staff and facilities.
• Manage all guest and team member concerns by taking corrective action as necessary by communicating issues directly to the Hotel Manager and Executive Director of Hotel Operations as necessary.
• Monitor and control department budget through payroll to ensure departmental financial success.
• Provide hourly, daily, weekly, and monthly reports as necessary or as requested.
• Manage a positive work environment that stimulates and motivates team members to decrease turnover, absenteeism and foster promotional ability.
• Establish objectives for each defined area and implement action plans to achieve them as specified.
• Develop and maintain close working relationships with other departments' managers and supervisors to promote smooth, efficient, and cohesive operations.
• Delegate assignments to appropriate subordinates to accomplish tasks and at the same time provide developmental potential.
• Provide training to new and existing team members and communicate recommendations of staffing needs including hiring, corrective discipline as well as termination, as necessary.
• Implementation of incentive programs in each department that address cost reduction or increasing revenues or guest satisfaction.
• Administer and attend departmental meetings as requested or necessary.
• Clearly communicate to department staff the service and performance standards, and motivate, monitor, and evaluate individual performance compared to these standards.
• Provide support, training, coaching, and counseling for team members and management.
• Manage the departmental payroll, scheduling and other departmental responsibilities while maintaining budgetary guidelines on fiscal management.
• Ensure the hotel guest credit report is managed efficiently. Work with sales and accounting to ensure all group master credits are sufficient.
• Manage the daily room inventory in achieving optimal revenue maximization while maintaining the guest service experience and team member satisfaction.
• Adhere to all department and Downtown Grand policies and procedures.
• Manage all escalated concerns and resolve issues promptly and professionally with both guests as well as team members.
• Monitor and respond to guest feedback across all platforms: OTA sites, Google, Yelp, TripAdvisor as well as Internal Surveys.

MINIMUM REQUIREMENTS:

• 2 years' previous Front Desk management experience is required.
• High school diploma required.
• Maximize hotel revenue by managing rates on the same day.
• College degree in Hotel Administration or related field or similar experience preferred.
• Computer experience is required, including Microsoft Office Suite.
• HMS hotel property management system experience is preferred.
• Must be able to get along well with co-workers and work well as a team.
• Must possess excellent communication skills.
• Must adhere to image and appropriate dress guidelines.
• Ability to communicate effectively both orally and written with all levels of individuals.
• Must possess ability to maintain consistent, high quality service levels.
• History of managing departments that provide superior service to guests.
• Must demonstrate the ability to lead, guide, direct, develop and motivate people at all levels.
• Must possess strong guest service skills with ability to solve problems through listening and responding to the needs of team members.
• Flexible Schedule to include ability to workdays, swing, and grave as well as weekends, and holidays

PHYSICAL REQUIREMENTS:

• Prolonged periods sitting at a desk and working on a computer as well as standing for extended periods while working at the front desk.
• Must be able to lift up to 20 pounds at times.
• Ability to work in an environment that is subject to varying levels of noise, crowds, and smoke.
• Follow all safety procedures as established by the company.

This job description in no way states or implies that these are the only duties to be performed by the team member in this position. It is not intended to give all the details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

Downtown Grand is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act. Downtown Grand will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current team members to discuss potential accommodation with the employer.