What are the responsibilities and job description for the Assist. General Manager position at JOHNSON HOSPITALITY LLC?
SUMMARY:
Assist the General Manager in all departments in the effort to generate profit, meet or exceed budget expectations, and maintain operational and guest service standards. Directly supervise all departments including front office, housekeeping, sales, and engineering to ensure all departments and brand standards are being met and operational efficiencies are being realized.
ESSENTIAL FUNCTIONS:
1.
Hire, train, counsel and motivate strong departmental teams
2.
Develop departmental schedules to ensure staffing is adequate and within forecast and budget guidelines
3.
Assist in performing department forecasts
4.
Process accounts receivable and monitor the department budgets
5.
Check all daily reports and respond accordingly to findings
6.
Assist GM with Accounting/EOM procedures
7.
Champion brand initiatives by ensuring all service standards, marketing programs, and guest experiences align with brand identity and consistently reflect the company's values and mission
8.
Ensure guest special requests are fulfilled
9.
Manage brand and OTA messaging platforms
10.
Update systems availability from cancelations and arrival and departure changes
11.
Monitor posting of guest charges to minimize lost revenue
12.
Ensure proper delivery of guest services as directed by the General Manager
13.
Monitor room availability to ensure hotel is maximizing room revenue
14.
Ensure that an effective cash control system is in place and that all credit card and check cashing policies are followed
15.
Oversee GSS scores for the entire hotel and prepare action plans with departmental leaders for improvement
16.
Focus on employee morale and attitude to develop a culture where customer service is the focus and ensure an employee attitude of attentiveness and anticipation of guest needs
17.
Ensure all departments are in compliance with all required training courses.
18.
Oversee the preventative maintenance program with the engineering team to ensure ongoing compliance
19.
Be present and actively oversee breakfast service on a regular basis
20.
Conduct frequent housekeeping, food and beverage, maintenance and front office inspections for cleanliness, sanitation, safety, and brand standard compliance
21.
Educate department heads on emergency procedures and ensure all employees are properly trained in these procedures
22.
Use the L.E.A.R.N Model for all guest recovery incidents that occur (Listen, Empathize, Apologize, React, Notify)
23.
Always have a friendly and welcoming demeanor when interacting with our guests
24.
Establish effective departmental communication through active use of Quore, departmental meetings, and ongoing coaching and counseling
25.
Create employee engagement activities and reward recognition for outstanding efforts
26.
Develop and maintain hotel programs to assure that the Quality Assurance Program criteria are met
27.
Take a leadership role in all human resource related functions including coaching, counseling, and discipline, training, employee relations, safety, workers compensation and recruiting
28.
Participate in the MOD program. Working regular weekends will be required
29.
Carry out any reasonable request by management that I am capable of performing
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Assist the General Manager in all departments in the effort to generate profit, meet or exceed budget expectations, and maintain operational and guest service standards. Directly supervise all departments including front office, housekeeping, sales, and engineering to ensure all departments and brand standards are being met and operational efficiencies are being realized.
ESSENTIAL FUNCTIONS:
1.
Hire, train, counsel and motivate strong departmental teams
2.
Develop departmental schedules to ensure staffing is adequate and within forecast and budget guidelines
3.
Assist in performing department forecasts
4.
Process accounts receivable and monitor the department budgets
5.
Check all daily reports and respond accordingly to findings
6.
Assist GM with Accounting/EOM procedures
7.
Champion brand initiatives by ensuring all service standards, marketing programs, and guest experiences align with brand identity and consistently reflect the company's values and mission
8.
Ensure guest special requests are fulfilled
9.
Manage brand and OTA messaging platforms
10.
Update systems availability from cancelations and arrival and departure changes
11.
Monitor posting of guest charges to minimize lost revenue
12.
Ensure proper delivery of guest services as directed by the General Manager
13.
Monitor room availability to ensure hotel is maximizing room revenue
14.
Ensure that an effective cash control system is in place and that all credit card and check cashing policies are followed
15.
Oversee GSS scores for the entire hotel and prepare action plans with departmental leaders for improvement
16.
Focus on employee morale and attitude to develop a culture where customer service is the focus and ensure an employee attitude of attentiveness and anticipation of guest needs
17.
Ensure all departments are in compliance with all required training courses.
18.
Oversee the preventative maintenance program with the engineering team to ensure ongoing compliance
19.
Be present and actively oversee breakfast service on a regular basis
20.
Conduct frequent housekeeping, food and beverage, maintenance and front office inspections for cleanliness, sanitation, safety, and brand standard compliance
21.
Educate department heads on emergency procedures and ensure all employees are properly trained in these procedures
22.
Use the L.E.A.R.N Model for all guest recovery incidents that occur (Listen, Empathize, Apologize, React, Notify)
23.
Always have a friendly and welcoming demeanor when interacting with our guests
24.
Establish effective departmental communication through active use of Quore, departmental meetings, and ongoing coaching and counseling
25.
Create employee engagement activities and reward recognition for outstanding efforts
26.
Develop and maintain hotel programs to assure that the Quality Assurance Program criteria are met
27.
Take a leadership role in all human resource related functions including coaching, counseling, and discipline, training, employee relations, safety, workers compensation and recruiting
28.
Participate in the MOD program. Working regular weekends will be required
29.
Carry out any reasonable request by management that I am capable of performing
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.