Assistant Outlets Manager

Position Overview 

Supervises daily shift operation and monitors compliance with all Outlet locations. Manages day to day policies, standards, and procedures. Manages day-to-day operations verifying that the quality, standards and meeting the expectations of the customers daily. Maintains the operating budget and verifies that standards and legal obligations are followed. Develops specific goals and plans to prioritize, organize, and accomplish work. 

Essential Functions and Responsibilities 

• Assists in the ordering of Outlets supplies, cleaning supplies and uniforms.
• Supervises daily shift operation and monitors compliance with all department policies, standards, and procedures.
• Supports and supervises an effective monthly self-inspection program.
• Operates all department equipment as necessary and reports malfunction.
• Supervises staffing levels to verify that guest service, operational needs, and financial objective are met.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Understands employee positions well enough to perform duties in employees' absence.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Monitors and maintains the productivity level of employees.
• Verifies that all team members/supervisors understand the brand specific philosophy.
• Maintains the operating budget and verifies that standards and legal obligations are followed.
• Assists supervisors in understanding team members ever changing needs and expectations, and how to exceed them.
• Celebrates and fosters decisions that result in successes as well as failures.
• Communicates areas that need attention to staff and follows up to verify understanding.
• Coordinates cleaning program in all department areas (e.g., General clean), identifying trends and making recommendation for improvements.
• Establishes and maintains open, collaborative relationships with employees.
• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, and passion for providing service.
• Follows property specific second effort and recovery plan.
• Stays readily available/ approachable for all team members.
• Demonstrates knowledge of the brand specific service culture.
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serves as a role model to demonstrate appropriate behaviors.
• Manages day-to-day operations, monitors quality, and standards and meets the expectations of the customers daily.
• Takes proactive approaches when dealing with guest concerns.
• Sets a positive example for guest relations.
• Stays readily available/ approachable for all guests.
• Reviews comment cards and guest satisfaction result with employees.
• Responds in a timely manner to customer service department request.
• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Performs hourly job function if necessary.
• Always extends professionalism and courtesy to team members.
• Comprehends budgets, operating statements, and payroll progress report.
• Perform other duties as assigned. 

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

Required Education and Experience 

• Degree in Hotel & Restaurant Management, Hospitality, Business, or a related field preferred. 
• At least 4 years of related experience required.  
• Experience leading small to mid-sized teams.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Excellent written and oral communication skills. 
• High level of customer service.
• Ability to focus on details.
• Ability to work independently (and in a team).

Work Conditions & Physical Demands 

• Work is performed indoors and outdoors in a commercial setting with regular exposure to cold, heat, noise, people, and equipment.
• Able to work independently or as a team member and support managers with special projects.
• Strong collaboration skills – works well across functional areas—excellent relationship-building skills; able to collaborate with various levels of the organization.
• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.
• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear, and taste or smell. The employee must occasionally lift or move up to 80 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Values We Seek 

• Respect: Respect is shown by demonstrating a sense of self-awareness and reflecting on one's own words and actions to adapt, grow, and succeed. We embrace our differences while recognizing what brings us together.
• Collaboration: Collaboration begins with strengthening our relationships with our residents, owners, partners, and employees, relying on strong communication and a deep understanding of the values and needs of all those involved.
• Service-Focused: Understand what internal and external stakeholders value and anticipate their needs; strive to create a meaningful experience and build lasting relationships.
• Performance: Achieving exceptional performance requires us all to work on the right things at the right time and stay aligned with our business fundamentals and priorities. It also requires us to understand the business – carefully and critically analyzing our performance and metrics and weighing options and risks before making decisions.

Expected Hours of Work & Travel 

Must be able to work various shifts when needed to cover during regular business hours, including weekends and evenings.