Hotel Assistant General Manager

Springhill Suites Gaithersburg • Full-time • Gaithersburg, Maryland, United States • $60k - $65k / year • 2w ago

PRIME DIRECTIVE: Safety, satisfaction and guest comfort is our only goal. Every employee, regardless of his or her position, accepts responsibility for every aspect of hotel operation.

SUMMARY: The Assistant General Manager is responsible for providing leadership throughout all divisions of the hotel. The AGM is considered the of the property and must be able to motivate and inspire team members to provide outstanding guest services. The Assistant General Manager serves as the Acting General Manager should the GM become absent due to foreseen and unforeseen absences. As such, the AGM possesses MOST of the authoritative structure the GM.

SERVICE: Each employee will adhere to a strict code of providing excellent and consistent service through the individual brand service delivery plan.

ESSENTIAL FUNCTIONS:

Revenue
Actively participates in the Revenue Management process.
Reads and Understands Sales Management Tools (STAR, Feeder Markets, 3rd party OTA's, brand.com specific) and helps leverage those tools for positive change.

Profitability & Control
Responsible for department payroll administration
Schedule personnel within budget guidelines and occupancy projections to assure appropriate staffing.
Participate in department expense and labor budgeting preparation.
Maintain purchase records and participate in the preparation, control and performance of all budget line expenses
Maintain an inventory of special guest service items, such as cribs, irons, etc.
Order supplies as needed according to budgeted parameters.
Assists with Capital Improvement projects as directed.
Serves as Backup to the GM and processes the Accounts Payable invoices and monitors all invoices for accuracy and validity.
Assists the GM with the Accounts Receivables for the hotel

Brand Knowledge & Adherence
Passes the Brand initiated Quality Assurance inspections for his/her departments(s). Provides Corrective Actions for any deficiencies and/or corrective actions for his/her department.
Maintains knowledge of product and service quality standards for the Brand.
Ensures adherence to Brand standards.
Completes all End of Month Reports as directed – corrects deficiencies within 30 days before the next End of Month cycle.

Human Resources
Recruit, hire, train, and supervise department personnel with the objective of providing exceptional service to guests in accordance with company quality assurance standards. Ensures best practices are being used in the execution of hiring and training.
Actively supervise department personnel with authority to issue oral and written warnings and reprimands when policies and procedures have been violated or to document poor work performance, and to discharge employees, with approval of the General Manager.
Conduct all department personnel performance appraisals.
Assists or establishes training and development programs for all associates.
Administers the annual performance review of immediate reports
Assists or establishes training and development programs for all associates.
Ensures all proper and balanced staffing levels are met and to make arrangements to insure such.
Creates and maintains a positive, professional working environment in the hotel.
Assists the GM and helps administers a monthly Employee Focused service project
Can place an employee on a temporary suspension should an employment situation arise with another department's personnel.

Front of the House
Plan and distribute work assignments for the department.
Attend Daily â€œstand upâ€ meetings and review important directives for the day as well as inspect uniform compliance.
Create, Train and Execute the Daily Checklists for the front desk staff.
Work the desk shifts as needed during s, predetermined budgeted parameters or short-staffed periods.
Coordinate waitlisted reservations with Sales Department.
Monitor suite availability and develop the hotel's yield management system with General Manager and Director of Sales or Sales Manager, to maximize room/suite revenue.
Update availability from cancellations and arrival and departure date changes.
Ensure an effective cash control system is in place and that all credit card and check cashing policies are followed.
Monitor posting of guest charges to minimize lost revenue.
Answers Phones as needed.
Periodically complete a lobby sweep and tidy and disinfect as needed.
Advise Maintenance of necessary work orders.
Interact with Sales and Housekeeping personnel to coordinate meeting room needs.
Maintain inventory for the hotel sundry shop and reorder as necessary.
Responsible for the administration of key control procedures.
Ensure proper procedures for guest safety deposit boxes.
Ensures a high level of service is achieved through proper hiring, training and delivery of Front of the House job duties.
Monitors Customer Service scores through Brand Reports, Social Media and 3rd Party Sites. Ensure deficiencies are addressed and corrected.
Ensures Front of the House has access to the tools necessary to deliver a quality product (training outlines, emergency manuals, keys, computer training, etc.â€¦)

Back of the House
Through the assistance of the Maintenance Manager and the Housekeeping Manager, ensures a high level of cleanliness and quality is achieved through room inspections and preventative maintenance programs in conjunction with the GMs direction.

Food and Beverage
Ensures a high level of cleanliness and quality is achieved through the proper execution of all food service outlets with the GMs direction.
Knows and enforces local food safety rules.

Safety & Service Leadership
Train department personnel in the appropriate use of supplies, cleaning agents, and equipment.
Develop a department attitude designed to promote customer satisfaction.
Assist the General Manager in resolving guest complaints concerning the Front Desk or billing inquiries which include 3rd party/ OTA complaints.
Coordinate with other departments to fulfill guest special requests.
Administer and follow department key control procedures.
Educate department personnel on emergency procedures, safety precautions, and safe work habits.
Promote good employee communication through department meetings, employee feedback, oral and written communication, and proper training.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits: