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Assistant General Manager

2 months ago

Evanston, United States Hyatt House Evanston Full time
Job DescriptionJob Description

JOB DESCRIPTION


The purpose of Assistant General Manager (AGM) position at Janko Hospitality is to provide world class service to all guests. The AGM will train and supervise the operations of all departments of the hotel so that they provide superior customer service and operate the hotel to assure the highest possible level of guest satisfaction.

ESSENTIAL DUTIES


The AGM position is that of a working manager and is expected to fill shifts daily.

  • The AGM must be proficient and reliable to work all three shifts in any of the departments they oversee.
  • The AGM, like the GM, must be on-call 24/7 including weekends and holidays.
  • Professional certification, training, and travel may be required to maintain the AGM position
  • Must be capable of training all front and back of the house team members in all areas in all shifts
  • Flexible shifts must be available to work evening shifts and weekends.
  • The AGM should participate and be active in all revenue management rolls.
  • Must work directly with the GM and Director of Sales to effectively promote the hotel in the local market
  • The AGM is expected to attend off premise after hour functions to promote the hotel
  • The AGM acts as the manager on duty in the absence of the GM and can take management responsibility for the property under direct supervision of the GM.

ADMINISTRATIVE DAILY ROUTINES

In the event of the GM’s absence it is the AGM’s responsibility to:

  • Insure the daily report is in balance with the property management system
  • Cash and check deposits are processed daily and the Daily Report is modified to reflect any discrepancies
  • Checkouts to accounts receivable are mailed daily
  • Accounts Receivable payments are posted and applied.

JOB OVERVIEW

  • Accurately forecast the next two weeks business and completes department work schedule weekly
  • Inventory and orders office and guest supplies, brand collateral and F&B items with GM’s approval
  • Maintain and inventory “The Market.”
  • Ensures all operations equipment is in proper working order (ie; OnQ PM, Micros, Delphi, etc)
  • Reviews brand specific service program scores and guest feedback with all staff.
  • Processes Weekly invoicing (clears the balance) for all extended stay guests.
  • Manages all property and yield management functions in OnQ R&I

CUSTOMER SERVICE AND GUEST SATISFACTION

  • Maintain a high standard of personal appearance and proper uniform within entire department
  • Greets guests, visitors and staff in a courteous and friendly manner
  • Smile, acknowledge and greet guests in rooms and/or in passing
  • Assists guests and team members with anything that they may need
  • Performs other duties as assigned, requested, or deemed necessary by management
  • When asked, inspect or clean public areas to insure high level of presentation
  • Respond to all social media and guest reviews within the appropriate timeframe

SAFETY AND SECURITY

  • Be proficient and train all team members in Safety and Security Policies
  • Report any suspicious activity of guest, visitors or staff
  • always Maintains security for guests and property by keeping room doors locked
  • Write up Guest Incident reports as needed
  • Perform duties in accordance with Safety and Security Policies
  • Perform duties in accordance with OSHA and Blood Borne Pathogens regulations

PHYSICAL, MENTAL AND ENVIRONMENTAL REQUIREMENTS

  • Physically and visually able to utilize a computer keyboard, printer, phones, and basic office supplies
  • Firm and simple grasping is an ongoing requirement for all aspects of work
  • Lifting of supplies occurs occasionally, usually not more than 25 lbs. but may be up to 50 lbs.
  • Able to stand and walk 90% of the work day and sitting is usually limited to short break
  • Reaching is required up to 50% of the time and may be combined with other activities such as pushing, pulling, and bending in all phases of work.
  • Twisting of the body at the waist is required approximately 40%-50% of the time.
  • Bending and stooping are required up to 20% of the work day
  • Crouching and kneeling are usually less than 10% of the time, crawling is required less than 5% of the time
  • Climbing of stairs is usually required less than 5% of the time


SKILLS, EDUCATIONAL BACKGROUND AND EXPERIENCE

  • High School Diploma, GED, or equivalent years of relevant work experience required
  • Previous customer service or hotel experience required, “Hilton” Experience helpful.
  • Friendly demeanor and excellent communication and customer service skills
  • Good organizational and prioritization skills
  • Prior computer experience using windows-based software preferred