Asst General Manager: Best Western Plus

Assists the general manager in directly and indirectly supervising all hotel personnel and ensuring proper completion of all hotel duties.

Directs and coordinates the activities of the whole hotel staff : front desk, reservations, guest services, housekeeping and maintenance.

We want our guests to relax and be themselves which means we need you to : be you by being natural, professional and personable in the way you are with people, get ready by taking notice and using your knowledge so that you are prepared for anything, show you care by being thoughtful in the way you welcome and connect with guests, and take action by showing initiative, taking ownership and going the extra mile.

Job Description :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• The assistant general manager assists the hotel general manager in all of the following, as he or she :
• Creates an operating environment that assures consistent guest satisfaction.
• Monitors the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports.

Initiates corrective action.

• Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Initiates corrective action.
• Learns, adheres to and enforces all franchise brand standards.
• Prepares financial reports for management that clearly explain operational effectiveness, trends and variances.
• Establishes and maintains a pro-active human resource function to ensure employee motivation, training and development, wage and benefits administration, and compliance with established labor regulations.
• Maintains an appropriate level of community public affairs involvement.
• Executes marketing, sales, and operational activities, producing results that meet or exceed the hotel's business plan.
• Ensures great safety practices of associates and guests, assisting in the maintenance of proper emergency and security procedures.
• Establishes and maintains applicable preventative maintenance programs to protect the physical assets of the hotel.
• Implements and maintains an effective open-door communication system that crosses departmental lines in order to reach all associates.
• Understands the government regulations affecting the hotel's operations, ensuring the hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, state or municipal authority.
• Deals with the general public, guests, employees, union and government officials with tact, timeliness and courtesy.
• Responsible for coordinating with department heads to make schedules, enforce attendance and dress-code policies.
• Trains, cross-trains and retrains all front office personnel to ensure a consistent, high-level of performance at the front desk.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Participates in the selection and training of all hotel personnel.
• Evaluates job performance of each associate and provides fair, unbiased, helpful feedback.
• Maintains working relationships with all departments.
• Verifies that accurate room status is maintained and properly communicated at all times.
• Aggressively seeks to discover and resolve guest issues quickly, efficiently and courteously.
• Maintain positive guest relations at all times.
• Updates group information, including enforcing drop dates. Maintains, monitors and prepares group requirements. Relays information to appropriate personnel.
• Reviews and completes daily credits report.
• Enforces all cash-handling, check-cashing and credit policies.
• Wears professional dress at all times and requires all associates to wear uniforms at all times.
• Uphold the hotel's commitment to genuine hospitality.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily room count.

Monitor selling status and pick up of rooms and group blocks daily.

• Ensure implementation of all hotel policies and house rules.
• Operate all aspects of the PMS, including software maintenance, report generation and analysis, and simple configuration changes.
• Ensure logging and delivery of all messages, packages and mail in a timely and professional manner.
• Ensure that associates are, at all times, friendly, attentive, helpful, hospitable, and courteous to all guest, managers and other associates.
• Maintain required pars of all front office and stationary supplies.
• Review daily front office work and activity reports generated by night audit.
• Review front office log forms and guest feedback log forms on a daily basis.
• Ensure company profiles are organized, spelled correctly and not duplicated.
• Ensure rate and company codes are properly sought out and attached to folios.
• Attend revenue calls and strategy meetings.
• Oversee collecting accounts receivable and AR reports.
• Hold monthly department meetings and training sessions as necessary.
• Anything that contributes to a positive culture and the success of the hotel.
• Other duties as assigned.

Requirements :

• High School Graduate or General Education Degree (GED).
• One to two years previous experience in a similar position.
• Basic computer skills required.
• PMS experience required (Opera, Visual Matrix, OnQ, etc.).
• Valid driver license required to operate shuttle and run hotel errands as needed.

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