Assistant General Manager

Assistant General Manager

Responsible for supporting all aspects of the operation including guest and employee satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment. Assists the General Manager in leading the team in the development and implementation of property-wide strategies. Ensures implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations. Builds relationships with key customers and is involved in the sales process.

Candidate Profile

Education and Experience :

High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area. OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area.

Core Work Activities

Assisting the Operational and Financial Management of the Property :

Ensures that all brand standards are being maintained in each area of the property.

Ensures all team members meet or exceed all brand requirements.

Oversees the operation of all property departments.

Promotes both Guarantee of Fair Treatment and Open Door policies.

Ensures a viable key control program is in place.

Maintains current licenses and permits as prescribed by local, state and federal agencies.

Provides a safe working environment in compliance with OSHA / MSDS.

Oversees all finance and accounting functions, including, but not limited to, accounts payable, accounts receivable, petty cash, payroll and ordering procedures, end of period, banking procedures.

Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Complies with all corporate accounting procedures.

Performs required annual Quality audit with GM and RD. Supporting the Management and Development of Departmental Teams :

Stays readily available / approachable for all employees.

Extends professionalism and courtesy to employees at all times.

Leads by example demonstrating self-confidence, energy and enthusiasm.

Assists / teaches team managers scheduling (using Scheduling Tool) against guest and hours / occupied room goals. Makes sure that staffing levels are appropriate to exceed guest expectations.

Sets clear performance expectations with the General Manager.

Assists team supervisors with constructive coaching and counseling.

Solicits feedback for continuous improvement.

Managing the Guest Experience :

Extends professionalism and courtesy to guests at all times.

Motivates and encourages staff to solve guest and employee related concerns.

Provides excellent customer service by being readily available / approachable for all guests.

Takes proactive approaches when dealing with guest concerns.

Assists employees in understanding guests ever-changing needs and expectations, and how to exceed them.

Conducting Human Resource Activities :

Ensures orientations for new team members are thorough and completed in a timely fashion.

Takes proactive approaches when dealing with employee concerns.

Ensures property hiring practices comply with I-9, ADA and EEO requirements and strives for a culturally diverse work place.

Performs other duties as assigned and needed.

Management Competencies

Leadership :

Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.

Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.

Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.

Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution :

Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

Driving for Results - Sets high standards of performance for self and / or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and / or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

Planning and Organizing - Gathers information and resources required to set a plan of action for self and / or others; prioritizes and arranges work requirements for self and / or others to accomplish goals and ensure work is completed.

Building Relationships :

Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company's service standards.

Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and / or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability :

Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and / or support the goals of an organizational unit.

Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise :

Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and / or others.

Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.

Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.

Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.

General Hotel Operations - Knowledge of the operating principles and practices of all brand / hotel-specific functions to support successful operations of the overall property (e.g., Engineering / Maintenance, Event Management, Finance and Accounting, Human Resources, Legal / Contracting, Food and Beverage, Guest Services / Front Desk, Sales & Marketing, Security / Loss Prevention, Retail / Gift Shops, Spa, and Recreation / Health Club).

Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.

Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.

Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.

Writing - Communicates effectively in writing as appropriate for the needs of the audience.