Assistant General Manager

As Assistant General Manager, you will oversee the Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. The Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Oversee the entire Front Office operation to maintain high standards
• Oversee and participate in guest reservations, check-in, check-out and providing friendly, positive, professional customer service
• Assist revenue management with implementation of programs to ensure increased revenue, daily rate and occupancy
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
• Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
• Plan and execute department objectives, work schedules, policies and procedures
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Maintain good communication and working relationships with all hotel departments
• Monitor staffing levels to meet business demands
• Facilitate monthly department meetings to keep team well informed
• Manage staff performance issues in compliance with company policies and procedures
• Recruit, manage, train and develop the Front Office team
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Work closely with housekeeping team to maintain awareness of clean guest room inventory.
• Address guest issues or complaints with an agreeable outcome
• Assist with guest financial transactions or statements
• Oversee Night Audit Team and maintain clear communications
• Assist with group check-in and billing
• Work closely with GM and DOS to adhere to brand and management goals and directives
• Assist with other departments, as necessary

• A degree or diploma in Hotel Management or equivalent is preferred
• A minimum of 3 years of Front Office supervisory experience with hotel or resort industry
• Work week with emphasis on high occupancy days, large groups/events or city wide events
• Experienced in Microsoft Word, Excel, Internet and Social Media
• Familiar with Property Management Systems preferably OnQ
• High level of customer service and sales capabilities
• Great written and verbal communications
• Experience of managing people and developing people
• Previous experience of managing a department and Profit and Loss account
• Excellent leadership, interpersonal and communication skills
• Accountable and resilient
• Commitment to delivering a high level of customer service
• Ability to work under pressure
• Excellent grooming standards
• Excellent time management skills and ability to respond to a variety of work situations
• Ability to work on your own and as part of a team
• EOE/AA/Disabled/Veterans

• Starting salary range starting at $35,000-$50,000 based on experience with quarterly bonus potential.
• Medical, dental, vision, life and 401K with match.
• Parking pass in adjacent city ramp.
• Excellent hotel travel discounts.

Source:
Graves Hospitality