Job Summary:

The primary responsibility of the Assistant General Manager is to oversee the day-to-day operations of Oasis Hotel and the Downtowner Boutique Hotel with focus on supporting the team and their needs in order to create WOW experiences for our guests.

Essential Duties and Responsibilities:

• Manage all aspects of the guest experience including, but not limited to; guests booking, arrival, guest requests, property cleanliness, and check out.

• Oversee administrative requirements such as room counts, night audit/ deposits/ cash reconciliations, day of inventory management, and maintenance scheduling.

• Weekly scheduling for front desk and housekeeping, maintaining appropriate staffing levels.

• Respond to guest service interactions in a professional and timely manner, achieving positive guest/problem resolution.

• Provide input and execute the development, implementation, and measurement of guest service standards consistent with company’s core values

• Nurture relationships with 3rd party providers including, but not limited to; Expedia, Booking.com, Hotelbeds, Revato, Hotwire, Agoda, Hotel Tonight, Vegas.com, Groupon and Trip Advisor.

• Reconcile OTA payments to PMS stays as needed.

• Manage all accounts receivables and direct billing accounts and help ensure payment is collected and posted.

• Research chargebacks and respond in a timely manner.

• Work with revenue management and implement necessary rate changes to maximize room revenue.

• Work to maximize day of occupancy through managing out of order rooms, day of sales channels/ OTAs, cancels, no show projections, non-guaranteed and other reservation types.

• Verify linen inventory, order as needed and ensure accurate delivered linen count to match invoices.

• Track online guest comments, research, and respond timely. Ensure team members are followed up with, monitor successes and opportunities to improve.

• Direct human resource responsibilities by creating a positive work environment; support quality hiring, training, and compliance with company policies and legal requirements.

• Assists in reviewing employee performance and assists in conducting personnel actions such as disciplinary actions and terminations.

• Ensure adherence to guest service standards within established policies and procedures.

• Work with the engineering team to maintain all aspects of the rooms and public space.

• Audits on par stock on all areas to make sure that all required hotel supplies are ordered and stocked in advance of need.

• Establish strong relationships with outside vendors to maximize results and efficiency.

• Develop short and long-range property objectives.

• Perform all other job-related duties as requested.

Qualifications:

• Exceptional customer service and interpersonal skills

• Excellent written and verbal communication skills

• Strong time management, and prioritization skills

• Demonstrates strong teamwork and collaboration skills

• Ability to lead and mentor a team

• Ability to work varied shifts, including weekends, nights and holidays

Education/Experience:

• Bachelor’s Degree preferred in Hospitality management, Business Administration or related field

• Minimum 1 year experience in hospitality management required

• Technical knowledge of hotel property management systems

• Prior working knowledge of guest service standards and procedures required

Personal Character:

• Behave Ethically: Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization

• Build Relationships: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals for the organization

• Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques

• Creativity/Innovation: Develop new and unique ways to improve operations of the organization and to create new opportunities

• Focus on Guest Needs: Anticipate, understand, and respond to guest needs to meet or exceed their expectations within the organizational parameters

• Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness

• Lead: Positively influence others to achieve results that are in the best interest of the organization

• Make Decisions: Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization

• Organize: Set priorities, develop a work schedule, monitor progress towards goals, and track details, date information and activities

• Plan: Determine strategies to move the organization forward, set goals, create and implement actions plans and evaluate the process and results

• Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem

Work Environment:

• Work is performed in an office environment or in and around the hotel

• Includes exposure to all types of weather- including extreme hot and cold temperatures for extended periods of time

• Must be able to commute to and from multiple properties

• Must be able to lift 50 pounds