Assistant General Manager

Job Title: ASSISTANT GENERAL MANAGER

SUMMARY

This position will act as the assistant to the General Manager in managing the hotel’s day to day operations, maintaining established revenue, cost, quality, safety, and security.  Directly responsible for all Rooms Division to include Front Desk, Housekeeping, Maintenance and Security.

ESSENTIAL JOB FUNCTIONS

The position requires the ability to perform the following essential job functions, with or without reasonable accommodation:

• Function as a leader of the hotel with responsibility for all aspects of the operations, including guest and team member satisfaction, human resources, financial performance and sales and revenue generation.
• Oversees day‐to‐day hotel operations as delegated by the General Manager.
• Analyze business results and work with the property leadership team to quickly develop effective strategies that address needs. Make key decisions and oversee execution, removing obstacles to success and ensuring appropriate resources are available to achieve guest satisfaction.
• Responsible for all aspects of operations at the hotel, day-to-day staff management and guest satisfaction.
• Greet guests and respond to special requests in an attentive, friendly courteous and service-oriented manner.
• Coordination with department heads for the execution of all activities and functions.
• Oversees and manages all departments and works closely with department heads daily.
• Provide effective leadership to hotel team members.
• Ensure compliance with QA at the assigned hotel; Perform QA self-audits at any given hotel.
• Supports all Brand and Regional initiatives with active participation.
• Ensure that brand standards are met with the objective of meeting or exceeding guest expectations, communicating follow-up actions to the team as necessary.
• Conduct and/or participate in weekly staff meetings, including weekly training sessions presented by managers and self-using the steps to effective training according to Northwest x Southern Hospitality standards, and the review of previous and future sales and operations efforts.
• Tours the operating departments daily adjusting as needed via department heads.
• Ensure that all department heads maintain budgeted productivity levels and Northwest x Southern Hospitality standard accounting procedures.
• Ensure that training in service standards is taking place in each department using the steps to effective training according to Northwest x Southern Hospitality standards.
• Assist in creating a positive team-oriented environment which focuses on the guest through team member development and motivation.
• Hire, motivate, coach, counsel, and discipline team members according to team member handbook, polices and ensure that managers are following the standards in their administration of counseling and disciplinary steps.
• Generates through proper supervision of assigned departments projected revenue levels as well as guest satisfaction.
• Remains current on business trends and local activities.
• Ensures proper handling of guest complaints.
• Assists in the development of new programs which results in an increased level of guest satisfaction and operational excellence.
• Properly maintains the daily log, including accounting for completed tasks, tracking issued keys and reviewing the communications log and file on a routine basis.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• At all times projects a favorable image of Northwest x Southern Hospitality to the public.
• Maintains safe working conditions within department and Hotel.
• Performs other duties as assigned by management.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the position.

HOURS AND ATTENDANCE

• Position requires working a minimum of 40 hours per week with varied and flexible shifts/days, likely to include nights, weekends, holidays.

SUPERVISORY RESPONSIBILITIES

• Directly supervises management and non-supervisory team member (s). Carries out supervisory responsibilities in accordance with the company's policies and applicable laws. Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

QUALIFICATIONS: The qualifications listed below are representative of those required, but reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. 

Education/Experience: 

• High school diploma or GED preferred.
• 2 or 4-year college degree a plus. A college degree in business with accounting courses completed up to intermediate accounting or related areas. Job-related experience in positions of lesser degree may be considered adequate under certain conditions.
• Business background in hotel preferred.

Knowledge: 

• Knowledge to read, write, speak, understand, and communicate in English.
• Computer proficiency and technical aptitude with the ability to utilize MS Word, Excel, Power Point, SharePoint, HRIS and Payroll functionality are required.

SKILLS & ABILITIES

• Ability to prioritize and organize work.
• Ability to use telephone/radio communications between manager/supervisor and team members.
• Ability to listen effectively and to communicate with customers and team members.
• Ability to maintain a neat, clean, and well-groomed appearance (specific standards available).
• Ability to follow work schedule.
• Ability to remain discreet and respect the privacy of guests/team members.
• Ability to perform consistent work to the highest of standards.
• Ability to lift, bend, stoop, push or pull heavy loads, and stand for long periods of time.
• Ability to push and/or pull wheeled carts weighing up to 150 lbs.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Must have coordinating skills as pertains to determining time, place and sequence of operations or actions.
• Ability to listen effectively and to speak English clearly to communicate with customers and team members and prepare written complex reports.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Ability to analyze information and make effective judgments.
• Excellent time management skills to handle multiple tasks throughout shift.
• Takes responsibility for own actions.
• Performs work with little or no supervision; works independently.
• Can be relied upon regarding task completion and follow up.
• Must exhibit positive interpersonal skills with focused attention to guest needs and varied business contacts.
• Must be able to meet deadlines as required, meet multiple deadlines as business demands.

Language Skills: Multilingual ability is not required, but a plus.

Mathematical Skills: Basic mathematical skills and considerable skills in the use of a calculator to prepare moderately complex mathematical calculations without error.

Computers & Equipment: Computer proficiency and technical aptitude with the ability to utilize Microsoft Office Products; Must be able to operate office machines with a high degree of speed and accuracy.

PHYSICAL AND MENTAL DEMANDS OF POSITION, INCLUDING ENVIRONMENT

• Inside with protection from weather but not necessarily changes in temperature. 
• Required to sit, stand, reach, lift, bend, kneel, stoop, climb, push, and pull items throughout shift.
• Requires manual dexterity, auditory and visual skills; and the ability to follow written and oral instructions and procedures.
• Prolonged periods standing and walking and frequently pulling, pushing, and bending.
• Must be able to lift 50 pounds at times.
• Willingness to work a rotation seven-day work cycle with various shifts.
• Maintain physical stamina and proper mental attitude while dealing effectively with guests, management, and team members.
• OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety.
• Normal routine involves no exposure to blood, body fluid or tissue, but exposure or potential for exposure may occur.

OTHER REQUIREMENTS

An individual may not be hired or transferred to a job or continue in a job if currently employed if they do not satisfy the following job requirements. These requirements cannot be waived by supervisors. 

• Ability to obtain any government‐required or brand-required permits, licenses, or certificates.