Assisstant General Manager.

JOB DUTIES, MINIMUM QUALIFICATIONS (MONTH/YEARS EXPERIENCE, SKILLS, SPECIAL LICENCSE, ETC):

SUMMARY: Oversee all aspects of property management in accordance with our company’s policy, established procedures, brand standards, and mission statement. The General Manager will assume the responsibility of improving our level of service to enhance profitability of our hotel which includes maximization of financial performance, guest satisfaction and staff development within established quality standards. (S)he oversees all hiring, training, development, and discipline of congenial, efficient, and effective team members. Promotes sales activity to maintain and increase occupancy and average daily rate (ADR) while maintaining the property in an efficient and cost-effective manner maximizing guest satisfaction and profitability.

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

· Certified Hospitality Administrator designation (preferred)

· 2 years or more in Hotel Management Operations experience

· Knowledge of government relations regarding hotel operations (preferred)

Essential Functions

· Direct the day-to-day activities of the hotel establishment; supervise direct reports and indirect reports; perform supervisory responsibilities in accordance with the company policies, training programs, and applicable laws; plan, organize, and assign work as needed; develop and communicate strategies and goals; train and advise team of policies and procedures; responsible for recruiting, interviewing, hiring, and performance appraisals

· Set performance expectations as aligned in the General Manager Standard Operating Procedures manual; ensures regular, on-going communication is communicated within all departments of the hotel establishment; create an operations environment that ensures consistent guest satisfaction; monitor the performance of the hotel establishment through verification and analysis of guest satisfaction tools and financial reports; continually communicate a clear and consistent message regarding departmental goals to produce desired results

· Maintain product and service quality standards by conducting ongoing evaluations and investigating guests and employee complaints and providing resolution; develop long and short-term financial objectives that aligns with the company’s mission statement and objectives; prepare financial reports for executive leadership with clear and concise explanations pertaining to operational effectiveness, trends, and variances

· Analyse current/potential market sales and trends; coordinate all activity to maintain and increase revenue and market share through added business volume and increase rate; ensure brand initiatives are implemented and communicate follow-up actions to team members as necessary; identify key drivers of business success and keep leadership focused on those considered most critical

· Reinforce and maintain high standards of safety and cleanliness to ensure guest expectation is achieved; assist with emergency and security procedures if and when

needed; promote good safety practices within the hotel establishment of team members and guest; establish and monitor preventive maintenance program to protect physical assets of the hotel establishment

· Focus on building the hotel establishment top line revenue by assisting in the development of a sales and marketing strategy; provide input and support overall sales strategy; provide recommendation to meet yield and penetration objectives; develop strong community and public relations by participating in local events and sponsor events showcasing the hotel establishment

· Perform other tasks as necessary or required to meet or exceed guest satisfaction

· Wear hotel uniform per hotel standards; adhere to professional grooming standards

Guest Service

· 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

Human Resource Management

· Manages human resources functions including recruiting, selecting, orientation, training, performance planning and evaluating ad pay/reward programs to maintain a skilled, qualified workforce.

· Maintains a positive, cooperative work environment between staff and management.

· Emphasizes training and development as a way of doing business to empower employees to provide excellent guest service.

· Ensures personnel files are accurate and comply with local and federal regulations.

· Administers personnel policies fairly and consistently.

· Resolves employee grievances in a fair and timely way.

· Ensures employees know policies and pay procedures.

· Helps to develop management talent by acting as a mentor for direct reports

· Uses ongoing safety training to minimize worker's compensation claims

· Monitors and maintains acceptable turnover levels

Profit Management

· Assists in annual budget preparation.

· Anticipates revenue/cost problems in all departments

· Tracks financial and operating information on ongoing basis to adjust plans, labor, and other costs.

· Produces accurate financial reports on time

· Orders and buys supplies at the best prices

· Maintains inventory of supplies and ensure staff follows proper inventory/cost control procedures

· Comply with all corporate accounting procedures

Asset Management

· Maintains physical product standards by managing preventive maintenance programs and by scheduling ongoing cleaning activities.

· Ensures staff and employee involvement in preventive maintenance programs.

· Justifies capital projects for inclusion in the capital budget.

Safety and Security

· Understands and implements laws which apply to housekeeping supplies and chemicals.

· Recognizes and corrects conditions which may create security, fire, or accident hazards.

· Understands and implements hotel's key control system.

Computer Experience

Proficiency in:

· Microsoft word

· Excel

· PowerPoint

· Data entry

· Database management systems

Emotional Intelligence

· Emotionally competent; able to effectively manage disruptive emotions and impulses; able to stay composed, positive, and unflappable even in trying moments while thinking clearly and remaining focused under pressure

· Ability to anticipate guests’ needs

· Embraces and respects diversity and multicultural environment

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.

Education

· Background screening for previous criminal history

· At least 1 year of higher education (beyond high school or G.E.D.)

Strengths

· Social

· Speaks in guests’ preferred language

· Organizational

· Administrative

· Sales

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.