Assistant Manager​/Supervisor

Purpose of Position

Assistant General Managers are responsible for ensuring that all staff members are providing outstanding guest service during their stay, and supporting the General Manager in all areas of day‑to‑day operations. Primary responsibilities include welcoming and registering hotel guests, providing exceptional service during all stages of the guest stay, overseeing the guest services department, training and developing staff, managing operational departments in the absence of management, responding to a wide variety of guest requests and comments, and communicating with the General Manager to support the property’s goals of budget, revenues, occupancy, guest satisfaction, and staffing.

• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to guests.
• Maintain a high level of professional appearance and demeanor.
• Maintain the highest level of confidentiality in all areas.
• Demonstrate the ability to multi‑task, be detail‑oriented and to problem‑solve, effectively dealing with internal and external customers.
• Handle and resolve guest complaints professionally and courteously, through effective listening and clarifying issues raised by guests.
• Demonstrate good communication skills and convey information and ideas.
• Perform basic math and understand financial information.
• Recognize and take action on safety or loss‑prevention incidents that may cause damage, injury, or other liability.
• Complete training in all areas of security, alcohol, and health and safety, ensuring OSHA, state, and federal guidelines are followed.
• Understand daily, weekly, and monthly paperwork and reporting requirements and complete them in the absence of the General Manager.
• Review and understand the profit and loss statement.
• Review all ledgers daily, including guest ledger, direct bill ledger, and deposit ledger.
• Code and submit accounts payable to the General Manager for approval weekly, as applicable.
• Review weekly group reservations for pick‑up and cut‑off dates.
• Participate in all staff meetings, including daily stand‑up, monthly staff meetings, and annual training; conduct meetings when applicable.
• Oversee meeting room scheduling, billing, and setup when applicable.
• Review arrivals daily, weekly, and monthly to assist the General Manager with rate recommendations and demand forecasting.
• Motivate, train and develop staff members in all areas of the property.
• Schedule, supervise employees.
• Approve payroll when applicable.
• Provide excellence in guest service, monitor guest satisfaction, and make corrections in areas of opportunity, following up with all staff to create a culture of service excellence.
• Complete monthly inventory, recommend orders, ensuring inventory levels are adequate for occupancy forecasts and within budget.
• Work with other departments to ensure room status is up‑to‑date and room repairs are completed promptly.
• Use persuasive selling techniques to sell rooms and promote all marketing programs.
• Oversee and operate all front desk responsibilities, including greeting guests, performing guest transactions, balancing reports, cash control, deposits, processing reservations and credit cards, operating the phone system, TDD equipment, and communicating via shift logbook and shift reports; operate basic office equipment.
• Understand, communicate, and update hotel policies related to cancellation, extended stay, room types and rates, late check‑outs, early arrivals, and special requests.
• Be responsible for key control, issuing and receiving both room keys and master keys.
• Process all lost and found items according to policy.
• Have complete knowledge of property management systems and the ability to train staff effectively; be proficient with Microsoft Office suite.
• Participate in and support a positive, enjoyable work environment.
• Have an understanding of hotel products and services (food and beverage, recreation).
• Perform other duties as assigned.

• Communicate with hotel staff, guests, and management in a professional manner.
• Have knowledge of the surrounding area and events.
• Follow proper telephone etiquette.
• Unde…