Assistant General Manager

Position Summary

Assists the General Manager with the daily operations of the hotel to maintain standards for guest satisfaction, employee satisfaction, quality assurance, and asset protection while managing costs within budget.

Essential Functions - The essential functions include, but are not limited to the following:

Revenue Management 

• Assists the General Manager with a market analyses that includes competitors’ rates by market segment for week day and weekend, and a forecast of local market conditions and special events that may impact occupancy and/or rate.
• Supports sales efforts as directed by the General Manager.
• Assists the General Manager with informing the front desk staff about rate structure, and know how to implement yield management policies and procedures.
• Assist with the training of the front desk staff to successfully perform all front office operations, and revenue management and central reservations procedures. Train front desk staff to successfully perform selling techniques and procedures for current promotions.
• Uses the revenue management system to achieve maximum revenue.
• Prepares and coordinates training sessions with verbal presentation, informational literature and audio/visual aids.
• Formulates facilitator guides and outlines in conformance with selected instructional methods; selects and develops teaching aids such as participant text, visual aids, and reference library.
• Conducts and/or supervises a variety of generalized and specialized class sessions. Coordinates technical and professional seminars/presentations with outside agencies. Composes departmental correspondence as needed. 
• Coordinates on design of testing materials to measure learning progress and evaluate the effectiveness of individual programs. Maintains records of educational activities, oversees individual and/or group progress to ensure program effectiveness and ROI.

Financial Results 

• Use business forecasts to manage costs for assigned department(s) by scheduling labor in accordance with staffing guidelines, controlling other expenses in accordance with business demand levels, and controlling utility expenses in accordance with energy management and building operations standards.
• Support the achievement of planned monthly GOP by managing departmental expenses within budget.
• Explain the causes for budget variances, take corrective action to avoid future occurrences and adjust spending to eliminate variances.
• Protects the company’s financial assets by properly administering company policies and procedures for all financial transactions for assigned department(s). 
• Properly administer company policies and procedures for protecting the safety of guests and employees.
• Manage the loyalty program procedures (i.e., frequent guest rewards program) in accordance with standards.
• For assigned department(s), receives satisfactory scores for SALT (i.e., guest satisfaction survey) and takes action to correct any deficiencies.
• Performs other duties and assignments as requested.

Guest Satisfaction 

• Trains hotel staff to successfully perform guest service procedures in accordance with company standards (e.g., greeting, scripts, pre-assignment of rooms, etc.).
• Trains hotel staff to successfully perform all functions for guest service and for handling upset guest who are dissatisfied with the products and services they received.
• Personally handles difficult situations involving upset guests. Attempts to resolve all issues of poor guest service before guests leave the property.
• Manage the 100% guarantee procedures in accordance with standards, and eliminate service issues that result in repeated invocations of the guarantee. 

Employee Satisfaction

• Recruit, select, train and manage employees to deliver guest services and quality products that will lead to achieving goals for revenue and profit.
• Properly administers company policies and procedures for human resources management, payroll administration, personnel transactions and fair treatment of employees.
• Conduct wage surveys to provide input to annual budget and to ensure that the hotel is offering competitive wages.
• Provides leadership by conducting business in a professional manner and in accordance with all company policies including standards of conduct, business ethics and conflicts of interest.
• Receives satisfactory scores for employee satisfaction surveys and take corrective action to correct any deficiencies. Maintain an acceptable level of employee turnover.

Product Quality 

• Ensures a satisfactory guest experience and protect the company’s physical assets by maintaining the physical condition of the hotel in accordance with established quality control standards.
• Receives satisfactory scores for product quality as measured by SALT, and take action to correct any deficiencies. 

Developmental Assignments

• Acts as manager on duty in absence of General Manager.
• Completes assignments or special projects as assigned by the General for the purpose of gaining additional experience in preparation for promotion to General Manager.
• Assists General Manager with the implementation of best-demonstrated hotel operations to improve productivity, product quality, and guest and employee satisfaction.

Operational Responsibilities

• Handles with proficiency all Front Desk operations. Set standards through providing leadership by example. 
• Maintain sufficient levels of supplies for the operation. Use proper purchase order procedure when purchasing items.
• Ensure all revenue departments are using proper procedures and checklists. Ensure that all charges and credits transmitted balance to the day’s work and paper vouchers.
• Maintain an active collections effort on any accounts that are 30 days or more past due. Coordinate with the General Manager on accounts that are more than 60 days past due for stronger measures.
• Approve time cards for Front Desk & Food & Beverage employees at the end of each pay period.
• Report to work reliably and on time for scheduled shift, in a neat and clean uniform; maintains well-groomed hair and personal hygiene as established by company policy. 

Minimum Qualifications (Knowledge, Skills, and Abilities)

• BA degree preferred and High School diploma or equivalent required; one year related work experience.
• Ability to communicate clearly and effectively both orally and in writing.
• Logically and independently plan, organize, and complete work.
• Takes initiative; has well-developed interpersonal skills.
• Proficient in MSWord, MS Excel, and MS Outlook (pre-employment testing).
• Set and achieve high standards of performance.
• Make progress on multiple assignments under time constraints.
• Able to travel to various locations on business

Language Ability

Ability to speak, read, and write English. Ability to effectively relate to managers, and co-workers. Must be able to prepare and deliver formal presentations before public and private concerns.

Math Ability

Ability to apply basic mathematical concepts and be able to conduct analyses and generate reports to reflect findings. Must be able to perform the manipulation of numbers and basic math calculations

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret a variety of instructions in mathematical form and deal with concrete variables.

Computer Skills

To perform this job successfully, an individual should be proficient in MSWord, MS Excel, and MS Outlook (pre-employment testing) and have knowledge of other software.

Supervisory Responsibilities

Supervises all hotel staff on duty as assigned.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

While performing the duties of this position, the employee is standing for extended periods, at least 2 hour intervals. Must be able to work in a sitting position for extended period of time; at least four hours. Must be able to reach for specific objects at short distances in local working areas. Must be able to perceive quality of work and read material. Must be able to learn and maintain job duties/knowledge of basic concept and techniques and complete detailed work assignments. Must be able to perform job tasks and remain vigilant in the event of an emergency. On occasion may be required to lift and carry heavy objects, push or pull heavy objects; kneel, bend or stoop, ascend or descend ladders or stairs.

The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls in repetitive motions. Requires full sight and hearing capacity. Requires the ability to drive a car.

The noise level in the work environment is usually quiet to moderate.

Employment is contingent upon successful completion of a background and drug test.