Assistant General Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned.

Answers inquiries pertaining to hotel policies and services and resolves occupants' complaints.

Assigns duties to employees, and schedules shifts.

Coordinates front-office activities of hotel and resolves problems.

Participates in financial activities such as the setting of room rates, the establishment of budgets, and the allocation of funds to departments.

Confers and cooperates with other managers and ensures coordination of hotel activities.

Collects payments, and records data pertaining to funds and expenditures.

Manages and maintains temporary or permanent lodging facilities.

Observes and monitors staff performance and ensures efficient operations and adherence to facility's policies and procedures.

Trains staff members.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

FRONT OFFICE:

Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products and services; Continually works to improve supervisory skills.

• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
• Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

HOUSEKEEPING:

• Manages the daily activities of the housekeeping department to include appropriate cleaning of all public and back areas.
• Supervises employees to ensure the achievement of departmental productivity objectives and service quality standards, plans, organizes and directs team to ensure the highest degree of guest satisfaction.
• Oversees maintaining and inspecting of all guest rooms.
• Is responsible for proper scheduling of staff and work according to productivity standards and forecasted occupancy.
• Purchase, re-orders and maintains housekeeping supplies and inventory.
• Maintains cost control for linens, guest supplies, operating supplies and cleaning supplies.
• Oversees the laundry and mini bar to ensure timeliness and efficiency of service.
• Recruits, trains and schedules all new housekeeping staff members and conducts performance evaluations and provides feedback for employees.
• Maintains the housekeeping budget.
• Ensures the proper maintenance off all equipment, makes arranges for repairs or replacements.
• Compiles and reports information on housekeeping activities and expenses.
• Develops department’s annual budget, monitors and reports variances against plans, keeps track of labor costs and related expenses.
• Acknowledges and greets guests at all time. Answers questions and responds to all requests in a thoughtful, friendly and helpful manner. By engaging in small talk, question about the stay, checking guest satisfaction.
• Promotes safety and security programs to guests and explains safe practices in hotel.
• Handles anticipation needs for special guests, such as for children or disabled guests.
• Responds to guest complaints or special needs.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and standards at all time.
• Takes personal responsibilities, gives personal attention and performs all duties as expected for the position.
• Helps others and accomplishes service goals.
• Works with the team at all time. Has a strong relationship to the engineering department and front desk department.
• Establishes detailed cleaning and preventive maintenance programs to ensure appearance and life of all furniture, fixtures and equipment.
• Other duties may be assigned.

ENGINEERING:

• Assure the Engineering Department Maintains hotel overall appearance in optimal condition by performing repairs as needed.
• Replaces and repairs all appliances, damaged bathroom fixtures and executes general plumbing as needed, such as pipes, toilets and sinks.
• Replaces any broken mirrors, maintains overall room appearance, touch ups and paintings, repairs and maintains heating/ ventilating/ air condition systems.
• Maintains conditions of all public areas, repairs furniture, replaces light bulbs, works with carpets, marble, tiles, windows and operating equipment. • Assists with maintain and completing checklists.
• Assists in general maintaining the kitchen and laundry room.
• Acknowledges helps and greets guests at all time.
• Answers questions and responds to all requests in a thoughtful, friendly and helpful manner.
• Reports special requests or issues through guests to supervisor that require further care to guest’s complete satisfaction.
• Promotes safety and security programs to guests and explains safe practices in hotel.
• Reports any suspicious activities or people in or outside of the hotel.
• Handles anticipation needs for special guests, such as for children or disabled guests.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and standards at all time.
• Takes personal responsibilities, gives personal attention and performs all duties as expected for the position.
• Helps others and accomplishes service goals.
• Works with the team at all time.
• Reports any hazards or injuries in the department or hotel and takes immediate actions to correct them.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of Accounting software; Contact Management systems; Database software; Design software; Development software; Human Resource systems; Internet software; Inventory software; Manufacturing software; Order Processing systems; Payroll systems; Project Management software; Spreadsheet software and Word Processing software.

OTHER QUALIFICATIONS:

• Bilingual in English, Spanish

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit.

The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 50 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.