Hotel Assistant General Manager

Must have previous supervisory position
Must have Hilton PEP Operating System Experience

• Vision Insurance
• Medical Insurance
• Dental Insurance
• 401(K) Match
• Paid Time Off
• Hilton Travel Benefits

JOB SUMMARY : Responsible for the overall success of the hotel, meeting or exceeding planned objectives given by General Manager, and ensuring guest satisfaction and product quality standards are met with little to no oversight by General Manager.

Manages all areas of the hotel with the General Manager in accordance with Brand standards in order to achieve a friendly atmosphere and superior guest service/product quality to ensure each guest receives a unique experience unattainable by our competitors. 

ESSENTIAL FUNCTIONS :

• Guest Services
  • Provides courteous guest service by responding promptly and efficiently to inquiries, requests and complaints, and by accurately processing guest mail and messages.
  • Coordinates the delivery of guest services by other hotel departments and outside businesses.
  • Processes all incoming and outgoing reservation and cancellation requests in a timely manner by mail, telephone, in person and via the applicable franchise system.
  • Assists guests upon arrival and handles check-in procedure swiftly and accurately.
  • Applies knowledge of marketing programs applicable to the hotel, local area and all hotel functions and outlets, and properly presents the programs to guests.
  • Contributes to the profitability and perception of guest satisfaction of other hotel departments.
  • Increases level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.
  • Ensures hotel staff is properly trained in how to handle guest complaints and to extend all possible solutions without a financial detriment as well as following up within 24 hours to guest to ensure their ultimate satisfaction.
  • Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
  • Reviews departmental-related guest complaints in detail be offering a resolution to guest to ensure a thoughtful resolution is offered to the problem while the least cost exposure to the hotel as well as ensures corrective action is taken to ensure the same problem does not occur in the future.
  • Personally demonstrates a commitment to guest service by responding to guests’ needs but not limited to helping check-in guests and being the face of the hotel several times a week during check-in and check-out times.
  • Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
  • Monitor the Guest feedback on Trip advisor, OTA's etc. and hotels surveys.
• Financial Management
  • Handles departmental accounting of monies, receipts, guest accounts and other forms of credit. Operates the department's cash register.
  • Maintains procedures for credit control and handling of financial transactions including credit card authorizations and tax exempt.
  • Achieves budgeted revenues and expenses and maximizes profitability related to the Guest Services Department including treat shop.
  • Develops short-term and long-term financial operational plans for the Guest Services Department which relate to the overall objectives of the hotel.
  • Manages the Reservation function to maintain the highest possible room occupancy and average daily room rate through suggestive selling and encourages front desk team to do the same.
  • Ensures prompt payment of account receivable payments on a daily/weekly basis.
• Operational Management
  • Operates PBX (switchboard) equipment to handle incoming calls, outgoing calls, wake up calls and the paging of guests.
  • Operates the applicable franchise terminal and performs designated maintenance tasks.
  • Maintains standards of guest services quality as established by systems operation and management.
  • Participates in the MOD Program including, but not limited to, being available to cover front desk shifts during a call offs as well as other positions as needed.
  • Establishes and maintains an appropriate level of community involvement including engagement of social media posts and charity events.
  • Maintains physical product standards by managing preventative maintenance programs and by scheduling deep cleaning activities on a monthly basis.
  • Inspects rooms, building exterior, parking lots, pubic areas (vending, business center, breakfast area, lobby, pool area), etc. on a daily basis and assign upkeep assignments accordingly to housekeeping and maintenance.
  • Assists the Front Desk during peak days, opens and closes the “house,” and handles any guest or property related issues on a daily basis.
  • Set priority of maintenance tasks as well as inspect work completed on a daily basis in addition to giving the maintenance person an updated daily list of things that need to be accomplished whether or not every task is able to completed in one day or not.
  • Inspect at least one room per housekeeper per day.
  • When General Manager is not on property, Assist General Manager will serve as the Manager on Duty.
  • Audits on par stock on all areas to make sure that all required hotel supplies are ordered and stocked in advance of need, including but not limited to, breakfast, front desk, treat shop and housekeeping supplies.
  • Ensures the objectives and goals of Hampton and property owners work together to achieve brand positioning and success.
  • Must be available 24/7 in case to respond to any guest or employee emergencies.
  • Assist General Manager as needed on a day-to-day basis.
• Safety, Security and Compliance
  • Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards as well as Local, State, and Federal laws and regulations
  • Maintains procedures for security of monies, guest security and emergency procedures.
  • Knows local health and safety codes and regulations that apply to the hotel.
  • Recognizes and corrects potential safety hazards such as broken doors or railings, fire hazards, wet floors, etc.
  • Understands and follows policies and procedures for the hotel’s key control system and ensures others are trained in the same.
• Human Resources
  • Maintains departmental communications through the effective use of staff meetings, log books and bulletin boards.
  • Interviews, selects, and trains all front office staff, including an on-going program for orientation and development of each employee.
  • Ensure hotel staff is provided with uniforms and name tags, and upholds property grooming standards.
  • Assisting General Manager during Morning meetings or conducts the morning meetings in the absence of General Manager.
• Performs other related and unrelated tasks as assigned by management.

JOB SPECIFICATIONS :

• Environmental Conditions
  • 95% Inside: Protection from weather conditions but not necessarily from temperature changes.
  • 5% Outside: No protection from weather conditions during property walks and inspections.
• Essential Skills
  • Requires familiarity with applicable franchise front desk standards and procedures.
  • Must possess knowledge of hotel interdepartmental relationships as well as all operations pertaining to front desk: Reservations, Guest Registration, Telephone Services, Guest Accounting/Night Audit.
  • Must possess management/supervisory knowledge, skills, and ability.
  • Must possess excellent public relations skills and ability to handle/resolve guest complaints.
  • Requires management/supervisory skills as well as skill handling guest relations.
  • Strong management skills, ability to appropriately assign or delegate work and authority to others in the accomplishment of goals. And provide coaching, advice and assistance as required.
  • Available to work when needed, including weekends, holidays, and nights.

• Educational/Vocational Preparation
  • A university degree or diploma in hotel management or a related field with experience in opening, managing or re-positioning a hotel with clear track record. Experience in financial accounting, personnel supervision and problem resolutions is an added advantage. Excellent computer system skills.
  • At least 2 to 5 years of experience in the hospitality industry.
  • Hilton PEP experience preferred