Assistant General Manager

Assistant General Manager

Crystal Creek Hospitality is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

The Assistant General Manager directs and manages all of the Hotel's operational functions and is responsible for all aspects of the guest and employee experience. This role is responsible for providing effective leadership to all in accordance with the organization's policies and must ensure compliance with applicable laws and regulations. In addition, The Assistant General Manager acts as General Manager in the General Manager's absence, as requested.

Reports To:

General Manager

Direct Reports:
None

Key Relationships:

Internal:
Marriott Courtyard Boston Department Managers, Crystal Creek Hospitality Corporate Finance Team Members

External:
Local Vendors, Local Agencies, and Service Providers

Essential Job Functions:

• Ensures compliance with Crystal Creek Hospitality standards of product, quality, and operational performance
• Provides oversight and accountability for guest service recovery and problem resolution
• Reviews and evaluates feedback from guests both written and verbal, and demonstrates the ability to proactively identify and respond to related opportunities and trends
• Thoroughly understand all duties of all staff and departmental functions
• Ensures the frequency and effectiveness of internal communication systems and practices
• Implements and manages daily quality processes including goal communication
• Plans, organizes, chairs, attends and/or participates in various meetings such departmental staff meetings, staff quality teams, staff celebrations and other staff events
• Maintains a felt presence at the Hotel and is visible and available at all hours
• Sets an example to all employees by demonstrating a commitment to company values and beliefs through work ethic, integrity, and respect
• Leads in a manner that fosters an environment of diversity, equity, inclusion, and belonging
• Provides visionary leadership and a perspective of optimism and action
• Is seen as a prominent leader in ensuring the excitement and effectiveness of hotel internal recognition programs
• Ensures employee development and succession planning
• Interviews, hires, trains, hotel employees and completes performance evaluations
• Maintains responsibility for hotel employee performance management including recommendations for discipline and/or termination when appropriate
• Communicates both verbally and in writing to provide clear direction to staff
• Ensures departmental labor standards are maintained and provides oversight and approval for overtime when necessary.
• Monitors all contracted work completed onsite.
• Provides oversight of departmental expenditures and authorizes any costs above and beyond budgeted and or anticipated amounts
• Oversees the hotel's P&L process to ensure all receipts are accounted for in the correct month.
• Provides oversight for financial processes including budgeting, forecasting, expense line-item management
• Responsible for hotel safety and security and related systems, processes and procedures
• Conduct daily walks of the property to identify issues before they arise
• Works closely with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation to ensure profitability and consistency
• Performs any other job-related duties as assigned.

Physical Demands & Work Environment:

The…