Assistant General Manager - Sheraton Duluth

Assistant General Manager - Sheraton Duluth

The Assistant General Manager (AGM) is responsible for supporting all aspects of the hotel operation including guest and employee satisfaction, brand standard compliance, human resources, financial performance, sales and revenue generation, and delivering a return on investment. This person will assist the General Manager (GM) in leading the team.

• Assists with the operational and financial management of the property.
• Completes a property walk at least once a day and provides documentation to the GM covering guest rooms, public access areas, and outside grounds.
• Ensures full compliance with hotel operating controls, SOPs, policies, procedures, and service standards.
• Assists the GM with resolving employee matters.
• Complies with all corporate accounting procedures.
• Implements and adheres to all brand standards and initiatives.
• Ensures areas within AGM’s responsibility pass brand quality assurance audit(s).
• Responsible for effective labor management of assigned departments through appropriate scheduling and monitoring of payroll.
• Assists with sales and marketing efforts as directed.
• Orders supplies and equipment as needed and in accordance with company procedures.
• Assists with identifying potential obstacles to exemplary service.
• Implements departmental training to respond to guest complaints and resolves problems to maintain guest satisfaction.
• Works as a team player and interacts with all internal and external customers in a friendly/efficient manner.
• Communicates guest feedback to hotel staff and addresses trends/issues with staff in a timely manner.
• Assists in conducting routine inspections of the hotel operation/building to maintain standards of Sherman Associates, brand, local, state and federal regulations.
• Maintains a clean and safe work environment, follows all procedures for guests and employee incidents, and is knowledgeable for hotel emergency procedures.
• Attends all required department and hotel meetings.
• Reviews 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.
• Manages expenses according to budgeted/forecasted guidelines to maximize hotel profitability.
• Maintains accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and IRS.
• Ensures bank deposits are made daily, including weekends and holidays.
• Performs functions of the GM in his or her absence.
• Completes other tasks and duties as assigned based on business needs.

• 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.
• Addresses performance issues accordingly and takes appropriate corrective action to hold employees accountable.
• Assists with the ongoing training and development of hotel employees and maintains all necessary training records.
• Motivates hotel staff by setting goals, providing ongoing feedback and rewarding/recognizing employees.
• As applicable, supervises, coaches, directs, trains and evaluates staff; prepares and conducts employee reviews and completes timecard approvals.

• Bachelor’s degree or equivalent experience required; emphasis in Hospitality or Business strongly preferred.
• Significant management and customer service experience required; front office, yield management and housekeeping experience preferred.

• Knowledge of the geographic area is preferred, or…