Assistant General Manager

Job Title:

Assistant General Manager

Reports To:

General Manager

Status:
Full-time, Hourly

Pay Rate: $35 per hour

Schedule:

Rotating Schedule

Job Summary:

The Assistant General Manager at Mendocino Grove is responsible for the successful daily operations and overall guest experience of the property. This position oversees all operational aspects including quality assurance, safety and security protocols, guest services, and staff management. The Assistant General Manager plays an essential role in maintaining the distinctive atmosphere and high standards of Mendocino Grove while ensuring efficient operations, exceptional guest satisfaction, and a positive work environment for all team members.

Key Responsibilities:

General Operations

• Oversees all day-to-day operations of the property ensuring smooth functioning across all departments
• Implements and maintains standard operating procedures to ensure consistency and efficiency. Identifies operational inefficiencies and implements solutions to improve processes
• Manages operational budgets and controls expenses while meeting or exceeding revenue targets
• Works closely with Event Manager on planning and execution of special events
• Collaborates with Engineering Manager on facility improvements
• Handles escalated operational issues and makes critical decisions when necessary
• Prepares and analyzes operational reports and metrics to inform strategic decisions
• Maintains a professional, friendly and inspiring demeanor

Quality Assurance

• Develops and implements quality standards across all areas of the property
• Conducts regular inspections of facilities, amenities, and service delivery
• Monitors guest feedback and reviews to identify areas for improvement
• Implements quality control measures to maintain consistency in guest experiences
• Addresses quality issues promptly and effectively
• Establishes benchmarks for service excellence and monitors performance
• Leads continuous improvement initiatives to enhance guest satisfaction
• Reviews and refines service protocols to ensure they meet or exceed industry standards

Safety & Security

• Ensures compliance with all safety regulations, health codes, and industry standards
• Develops and implements comprehensive emergency response plans
• Conducts regular OSHA safety training for all staff members
• Performs routine safety inspections of all areas of the property
• Identifies and mitigates potential safety hazards
• Oversees proper maintenance of safety equipment and systems
• Maintains accurate documentation of all incidents and safety-related events

Guest Services

• Ensures delivery of exceptional guest experiences throughout all touchpoints
• Develops and implements guest service standards, incentives and protocols
• Oversees wellness programming provided by Massage Therapist and Yoga Instructor
• Supervises culinary operations through Chef, Cooks, and Baristas
• Resolves complex guest concerns and service recovery situations
• Analyzes guest feedback to identify trends and improvement opportunities
• Creates innovative guest experience enhancements and special amenities
• Ensures proper guest communication before, during, and after stays
• Oversees reservation systems and front desk operations
• Implements strategies to increase guest loyalty and return visits

Staff Management

• Recruits, hires, trains, and develops staff across all operational departments
• Schedules appropriate staffing levels to meet business demands
• Conducts regular performance evaluations and provides constructive feedback
• Creates a positive work environment that promotes teamwork and excellence
• Works with HR and addresses personnel issues promptly and effectively
• Implements employee recognition and reward programs
• Facilitates regular team meetings and communication
• Ensures compliance with all employment laws and company policies

Qualifications and Requirements:

• Bachelor's degree in Hospitality Management, Business Administration, or minimum 5 years of management experience in hospitality or hotel operations
• Proven track record of successful team leadership and operational management
• Strong understanding of hospitality industry best practices and trends
• Excellent business acumen with experience in budgeting and revenue management
• Superior…