Hotel Assistant General Manager

Location: Juno Beach

Prerequisites

• Must have previous supervisory position
• Must have Hilton PEP Operating System Experience

Wage and Benefits

• Vision Insurance
• Medical Insurance
• Dental Insurance
• 401(K) Match
• Paid Time Off
• Hilton Travel Benefits

JOB SUMMARY Responsible for the overall success of the hotel, meeting or exceeding planned objectives given by General Manager, and ensuring guest satisfaction and product quality standards are met with little to no oversight by General Manager.

Manages all areas of the hotel with the General Manager in accordance with Brand standards in order to achieve a friendly atmosphere and superior guest service/product quality to ensure each guest receives a unique experience unattainable by our competitors.

ESSENTIAL FUNCTIONS

• Guest Services
  • Provides courteous guest service by responding promptly and efficiently to inquiries, requests and complaints, and by accurately processing guest mail and messages.
  • Coordinates the delivery of guest services by other hotel departments and outside businesses.
  • Processes all incoming and outgoing reservation and cancellation requests in a timely manner by mail, telephone, in person and via the applicable franchise system.
  • Assists guests upon arrival and handles check-in procedure swiftly and accurately.
  • Applies knowledge of marketing programs applicable to the hotel, local area and all hotel functions and outlets, and properly presents the programs to guests.
  • Contributes to the profitability and perception of guest satisfaction of other hotel departments.
  • Increases level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.
  • Ensures hotel staff is properly trained in how to handle guest complaints and to extend all possible solutions without a financial detriment as well as following up within 24 hours to guest to ensure their ultimate satisfaction.
  • Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
  • Reviews departmental-related guest complaints in detail be offering a resolution to guest to ensure a thoughtful resolution is offered to the problem while the least cost exposure to the hotel as well as ensures corrective action is taken to ensure the same problem does not occur in the future.
  • Personally demonstrates a commitment to guest service by responding to guests’ needs but not limited to helping check-in guests and being the face of the hotel several times a week during check-in and check-out times.
  • Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
  • Monitor the Guest feedback on Trip advisor, OTA's etc. and hotels surveys.
• Financial Management
  • Handles departmental accounting of monies, receipts, guest accounts and other forms of credit. Operates the department's cash register.
  • Maintains procedures for credit control and handling of financial transactions including credit card authorizations and tax exempt.
  • Achieves budgeted revenues and expenses and maximizes profitability related to the Guest Services Department including treat shop.
  • Develops short-term and long-term financial operational plans for the Guest Services Department which relate to the overall objectives of the hotel.
  • Manages the Reservation function to maintain the highest possible room occupancy and average daily room rate through suggestive selling and encourages front desk team to do the same.
  • Ensures prompt payment of account receivable payments on a daily/weekly basis.
• Operational Management
  • Operates PBX (switchboard) equipment to handle incoming calls, outgoing calls, wake up calls and the paging of guests.
  • Operates the applicable franchise terminal and performs designated maintenance tasks.
  • Maintains standards of guest services quality as established by systems operation and management.
  • Participates in the MOD Program including, but not limited to, being available to cover front desk shifts during a call offs as well as other positions as needed.
  • Establishes and maintains an appropriate level of community involvement including engagement of social media posts and charity events.
  • Maintains physical product standards by managing…