Assistant General Manager; S

Assistant General Manager

FLSA Classification

Exempt

Reports to

General Manager

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

The Assistant General Manager is responsible for ensuring the efficient operations of the Front Desk, Housekeeping, & Engineering Departments. They are committed to provide all guests with quality service & a clean & safe environment throughout their stay, while effectively managing expenses & maximizing service levels. Additionally, they will assist & support front desk & housekeeping operations as needed.

• Oversee the daily operations of the Front Desk including minimum coverage of 16 front desk hours/week.
• Ensure efficient check-in/check-out processes & address guest concerns promptly.
• Train, supervise, & mentor front office staff to maintain high service standards.
• Monitor guest feedback & implement improvements to enhance guest satisfaction.

• Maintain consistency with departmental opening & closing procedures
• Ensure guestroom turns are handled efficiently.
• Manage & organize large turn days (including guest check-ins & check-outs).
• Maintain a regularly scheduled cleaning program (i.e. floor care, deep cleaning, mattress flipping, etc.) & maintain a detailed checklist for each position.
• Assist in maintaining & controlling all housekeeping equipment.
• Assist in ensuring all corporate Risk Management requirements or programs (MSDS, Haz Comm, safety procedures, etc.) are complied with.

• Oversee daily cash postings & ensure accurate financial records.
• Manage room revenue, control expenses, & optimize room profitability.
• Prepare & analyze reports related to room operations, revenue, & guest satisfaction.

• Implement & maintain standard operating procedures for room operations.
• Conduct regular inspections of guest rooms & public areas to ensure adherence to standards.
• Address maintenance issues & coordinate with the Maintenance Department for timely repairs.

• Foster positive relationships with guests, addressing their needs & concerns promptly.
• Handle VIP & special requests, ensuring a personalized & memorable experience.
• Monitor & respond to guest reviews on various platforms to maintain a positive online reputation.

• Lead by example, promoting a positive & collaborative work environment.
• Conduct regular team meetings to communicate goals, expectations, & updates.
• Recognize & reward team members for outstanding performance & contributions.

• Prepare front desk & housekeeping schedules according to business forecast, payroll budget guidelines & productivity requirements.
• Monitor department & individual productivity daily compared to ensure compliance with budget requirements.
• Maintaining required parts and supplies of all Housekeeping, Laundry, & Front Desk supplies by regular scheduled inventories & proper ordering.
• Ensure compliance with hotel policies, procedures, & safety regulations.
• Assist in budgeting & forecasting for room operations.

• Must be able to convey information & ideas clearly, both oral & written.
• Must be able to evaluate & select among alternative courses of action quickly & accurately.
• Must be able to work well in stressful, high pressured situations including the ability to handle guest complaints & disputes & resolve them to satisfactory results.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying & solving problems as necessary. Excellent customer service skills.
• Must be computer literate.
• Must be able to work with & understand financial information & data, & basic arithmetic function.
• Must be effective at managing & leading a staff by listening to, understanding & clarifying concerns & issues raised by team members & guests.
• Must have the ability to assimilate complex information, data, etc., from disparate sources & consider adjust or modify to meet the constraints of a particular need.

• Long hours sometimes required.
• Medium work-exerting up to 30 pounds of force occasionally, &/or 20 pounds of…