Assistant General Manager

Overview

The Assistant General Manager works under the direction of the General Manager and is responsible for the overall guest services and financial accuracy of the hotel to include supervision and training of guest services representatives and night audit staff. He or she may also provide assistance in all areas of the hotel, including front desk, housekeeping, maintenance and food and beverage as necessary.

The Assistant General Manager is expected to provide excellent customer service to all guests they encounter. Excellent service requires offering Ultimate Service with a smile and promoting the brand standards we are known for – uncompromised service with a focus on guest satisfaction. The position is specifically responsible for coordinating all sales and event activities related at the hotel, goal setting and attainment with respect to hotel financials, and meeting or exceeding budgetary and forecasting guidelines and goals.

• Responsible for the appropriate scheduling of the guest services representatives and night audit staff
• Acting in the capacity of General Manager in their absence
• Reviewing all shifts and ensuring that any and all issues are addressed and documenting that information
• Living the guest service philosophy of the customer is always first
• Responsible for holding guest services meetings and ensuring that the employees are kept informed
• Training of the guest services staff on all IHG required training programs
• Training staff on Priority Club programs and requirements
• Establishing consistent operating procedures
• Review the Best Practices book for any improvement areas for standards of operation
• Organize all payables and create payables worksheet for the corporate office to process for payment
• Organize all deposits
• Complete the weekly forecast, distribute to all and review in the weekly meetings
• Responsible for the GSTS scores, review the scores with the staff, site areas for improvement
• Ensure that the staff is in proper uniform including name tags and in good condition
• Complete time cards each week for the guest services staff
• Handle guest complaints and special requests, motivates staff and establishes a productive and positive work environment
• Loads all local negotiated rates on notice, coordinates loading of rates with IHG database management, training guest service representative’s on correcting reserving LNR rooms
• Loads all direct bills into the system
• Keep abreast of the competition, complete the occupancy and ADR call around report, twice daily
• Assistance in the food and beverage operation
• Responds promptly to any guests inquiries or complaints (if reasonable) by either doing it himself/herself or delegating a co-employee
• Offers alternate solution if guest demand cannot be met
• Shows personal control in front of guests by maintaining positive attitude, staying calm & patient, avoiding use of negative language, and never displaying anger; demonstrates a commitment to servicing the guest
• Takes initiative to speak to a guest
• Acknowledges every guest with eye contact, nod, & greeting
• Covers other areas of the hotel as needed
• Arrives to work on time; gives advance notice when absence is anticipated
• Is honest with all employees & guests
• Helps other employees when needed

• Ability to problem solve and shift focus when business demands
• Ability to effectively communicate specific oral and written instructions to all levels of staff and hotel management
• Ability to effectively communicate with guests in a friendly, approachable, and professional manner
• Ability to prioritize all aspects of hotel functioning
• Willingness and ability to adapt function as necessary to meet business demands
• Desire to focus on guest satisfaction and project this desire through positive interaction with guests while striving to provide and require an excellent experience
• Ability to use analytic skills for determining business potential and value in coordination with excellent communication, organization, time management and listening skills which are paramount for success in this position
• Strong computer skills in Microsoft Office, including word processing, utilizing spreadsheets, and familiarity with…