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Assistant General Manager – TownePlace Suites
3 months ago
Job Summary
Assists the General Manager in managing the hotel to ensure efficient and profitable operation by performing the following duties personally or through subordinate supervisors and associates. Thoroughly understands the brand specific service culture and ensures that all supervisors and associates understand this philosophy.
Essential Duties and Responsibilities:
- Assists associates in understanding guests ever-changing needs and expectations and exceeds them.
- Takes a proactive approach when dealing with guest concerns. Is readily available/approachable for all guests. Extends professionalism and courtesy to guests at all times. Performs hands-on duties as needed to deliver guest services.
- Publishes all GSS results in a timely fashion including all GSS forms. Solicits feedback for continuous improvement.
- Develops methods that allows the team to collect more immediate feedback from the guest.
- Responds in a timely manner to Customer Service Department request(s).
- Ensures Morning Meetings are taking place weekly. Makes sure that the team is updated on current goals and that barriers to achieving these goals are being discussed and resolved by the team.
- Creates and nurtures a hotel environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.
- Ensures that associates have the capabilities and training to meet job requirements and expectations.
- Recognizes good team performance on a continuous basis through reward and recognition programs.
- Ensures all associates participate in Brand Specific Service Programs.
- Analyzes GSS results; develops game plan to work on areas of improvement and expand on strengths.
- Ensures training plans are in place and being executed. Assist teams in setting cross training goals.
- Ensures orientation for new team members is thorough and completed in a timely fashion.
- Other duties may be assigned
Essential Functions
Financial
- Achieves budgeted revenue and profit goals, balancing cost with associate/guest satisfaction.
- Maximizes revenue through the Yield Management/RMS (if applicable) and inventory control systems.
- Develops annual budget and capital expenditure plans.
- Seeks to aggressively minimize accidents on property, workmen's compensation and unemployment claims.
- Utilizes to understand financial objective.
- Assists with all accounting functions, including but not limited to accounts payable, accounts receivable, petty cash, payroll, and ordering procedures.
- Implements and encourages hotel participation in corporate national sales and marketing programs.
- Stays current on local market conditions.
- Reviews MARSHA Inventory control and selling strategies daily.
- Solicits on a continual basis new business for the hotel. Networks during breakfast hours to assist sales in uncovering new business leads. Becomes involved in community affairs.
- Monitors group block and direct bill processes.
- Audits to ensure guest rooms, public spaces, and grounds areas meet sanitation and cleanliness/maintenance standards.
- Coordinates preventative maintenance programs for hotel equipment.
- Inspects guest rooms daily.
- Trains housekeepers for meeting per occupied room goals.
- Covers front desk shifts as necessary.
Administrative
- Interviews and hires applicants.
- Coaches and counsels associates in a constructive way regarding their concerns and company policies.
- Ensures scheduling of management team includes coverage of weekend and evening hours.
- Provides feedback to General Manager on associate reviews. Ensures that reviews are timely and complete.
General
- Assume total responsibility for the hotel when General Manager is absent.
- Willing to work as hotel demands require (i.e., weekends, holidays, evenings).
