Assistant General Manager

Under general direction of the General Manager, assists with managing all operations of the hotel. Primary functions are to assure optimum performance and continual improvement including but not limited to the following areas: guest service, employees, sales/marketing, property appearance, and profit/financial control. This position manages the hotel in the absence of the General Manager and will coordinate, direct and manage the staff and everyday hotel operations to achieve profitability, guest satisfaction and efficiency while maintaining corporate and brand standards.

Duties and Responsibilities:

• Supervise staff & supervisors during AGMs shift.
• Help manage each department, making sure to check house counts & business in order to schedule properly.
• Specific focus on assisting Front Office Supervisor with training, service issues, and staffing.
• Train staff to maintain Hulsing Hotels and brand standards and update them with any new standards or policies.
• Maintain a high level of customer service for guests.
• Uses best efforts to maintain guest satisfaction scores above brand average or higher by providing excellent customer service.
• Help take care of all guest complaints, making sure that guests are satisfied in every department.
• Approve purchase orders in GMs absence. Assist with P&L reports and credit card reconciliation.
• Walk the hotels to check lobby area, hallways, meeting rooms, bathrooms, and other public areas continuously for cleanliness. Report back to GM with MOD Reports.
• Return guests phone calls and emails in a timely manner and reply to all third party websites by replying to all guest reviews.
• Address property complaints, inquiries, employee complaints, and guest/ employee inquiries while working with the GM to ensure they are addressed in a timely manner.
• Attend required Marriott classes to maintain our compliance with brand training, and pass all info/ knowledge along to staff on site. Ensure that all employees have attended the required classes and that we follow brand and Hulsing Hotels requirements.
• Monitor labor costs to minimize unnecessary staffing and ensure adherence to hourly recordkeeping, overtime and other requirements.
• Ensure that all departments are running smoothly and any issues are reported to the appropriate department head, supervisor, and GM.
• Complete shift report/daily notes log and send to GM at the end of each shift.
• Help GM with administrative tasks/ reports/ budgets and other responsibilities.
• Perform other job-related duties and reasonable requests made by the General Manager as assigned.

Knowledge, Skills, and Abilities Required:

• Ability to communicate effectively, both orally and in writing
• Ability to supervise and train staff, including organizing, prioritizing, and scheduling work assignments
• Must be able to work at a minimum 40-55 hours per week at the property.
• Depending on business demands this individual may be required to work weekend/ evening hours and/or perform additional job responsibilities.
• Professional appearance required.

Qualifications

• Minimum three (3) years related hospitality management experience.
• A Bachelors Degree in Hotel/ Restaurant Management or Business is a plus (equivalent experience is acceptable).
• Strong PC skills including proficiency in MS Office products (Excel, Word, Outlook, etc.).
• Ability to organize multiple projects; manage and prioritize multiple tasks and meet deadlines.
• Ability to effectively communicate professionally with guest, associates, and others as required for optimum operation of the property.
• Respects diversity and individual differences; motivated to improve both their individual and team contributions to achieve desired business results.