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Assistant General Manager

3 months ago

Grovetown, United States AMS Franchise Solutions Full time

JOB TITLE: Assistant General Manager

DEPARTMENT: Administrative & General

REPORTS TO: General Manager

ENTITY SUPPORTED: Plamondon Hospitality Partners

FLSA STATUS: Exempt

DATE REVISED: May 2024

SUMMARY: The Assistant General Manager (AGM) plays an essential role in supporting the General Manager in the daily operations and management of the hotel. Upholding the four foundational pillars of our businessEmpowerment and Engagement, Talent Management, Improvement, and Brand Managementthe AGM is responsible for assisting the General Manager in the successful oversight of all operations of the hotel property. Furthermore, the AGM serves as an advocate guiding team members to align with and embody the Plamondon corporate mission and values, thereby driving the hotel's success and enhancing its reputation within the industry.


PRINCIPAL DUTIES AND RESPONSIBILITIES:

  1. Empowerment and Engagement
    1. Foster a collaborative and inclusive work environment that promotes teamwork and open communication by serving as a role model by demonstrating and coaching others.
    2. Provide team members with the necessary tools, training, and autonomy to excel in their roles.
    3. Engage with guests to ensure a welcoming and memorable experience, addressing any concerns promptly and effectively.
    4. Conduct an Annual Associate Engagement Survey to gauge associate satisfaction, gather feedback, and identify opportunities for improvement in engagement and morale.
    5. Regularly inspect the hotel property to verify that public spaces, grounds, work areas, and kitchen facilities adhere to all brand standards and guidelines.
    6. Report and document all work-related incidents, and guest and associate injuries promptly to HR and the Executive Vice President (EVP) following Plamondon Hospitality Partners' safety and security protocols.
    7. Follow brand procedures for handling emergencies such as evacuations, medical emergencies, and natural disasters, while maintaining awareness of any undesirable individuals on the property premises.


  1. Talent Management
    1. Recruit, train, and develop a high-performing team capable of delivering exceptional service and achieving operational excellence.
    2. Conduct regular performance reviews and provide constructive feedback to employees to support their professional growth and development.
    3. Foster a culture of continuous learning and improvement, encouraging staff to expand their skills and knowledge through training and development programs.
    4. Ensure ongoing development of managers (e.g. coaching, providing stretch assignments) through weekly documented meetings and documentation.
    5. Ensures associate performance appraisals are written, documented, and delivered promptly based on the associate’s date of hire.
    6. Coordinate and conduct meetings and training sessions for all associates to ensure alignment with company policies, procedures, and service standards.
    7. Adhere to appropriate manager attire and wear proper non-slip shoes that comply with the hotel's uniform standards, ensuring a professional appearance at all times.


  1. Improvement
    1. Continuously assess and evaluate hotel operations to identify areas for improvement and implement effective strategies to enhance efficiency, productivity, and guest satisfaction.
    2. Monitor and analyze key performance indicators (KPIs) to track progress towards achieving operational goals and targets.
    3. Assist in leading and managing projects aimed at enhancing the hotel's facilities, services, and operational processes to meet and exceed guest expectations.
    4. Collaborate with the Executive Vice President (EVP) to develop the annual hotel budget, aligning financial planning with strategic objectives and revenue projections.
    5. Support the overall management responsibility for P&L performance, cost controls, budgeting, revenue optimization, and yield management strategies to drive profitability and financial sustainability.
    6. Assist in managing the relationship with the revenue management office, reviewing and analyzing weekly and month-end reports from both operational and financial perspectives to ensure the hotel's overall financial health and performance.
    7. Monitor economic and environmental factors that impact hotel performance, providing recommendations for improvement and capital improvement programs on an annual basis to maintain competitiveness and sustainability.


  1. Brand Management
    1. Uphold and promote the hotel's brand standards, values, and reputation, ensuring consistency in service delivery, guest experience, and overall brand image by reviewing and following up on hotel Guest Voice or related programs/SALT scores and comments.
    2. Develop and implement strategic marketing and promotional initiatives to attract and retain guests, drive revenue growth, and enhance the hotel's market position.
    3. Build and maintain strong relationships with key stakeholders, including guests, employees, suppliers, and local communities, to support the hotel's brand positioning and growth objectives.
    4. Ensure a comprehensive sales, service, and marketing strategy is developed and executed with the Director of Sales and Marketing.
    5. Maintain rigorous quality assurance (QA) standards, prepare for external and internal audits, and conduct regular self-inspection audits and follow-up inspections to identify areas for improvement and ensure compliance with brand standards and regulations.
    6. Monitor the hotel's adherence to comprehensive risk management guidelines, including human resources, general liability insurance, workers' compensation, and other relevant policies and procedures, to minimize incidents, ensure compliance, and mitigate legal exposure.
    7. Oversee the execution of capital improvements, including renovations, refreshes, signage, and other enhancement projects, ensuring timely completion, quality craftsmanship, and alignment with brand standards and guest expectations.
    8. Actively participate in conference calls, workshops, and training sessions to stay current on brand and ownership initiatives, fostering collaboration, and ensuring alignment with brand standards and strategic objectives.
    9. Prepare relevant reports and information in advance of scheduled visits from brand representatives, owners, or other stakeholders, and inform associates to ensure seamless coordination, presentation, and representation of the hotel's performance and initiatives.

WORKING CONDITIONS:

  1. The majority of work is performed in a lighted, heated, and cooled environment typical of a hotel.
  2. Local travel is necessary for support of hotel operations.
  3. Occasional travel to Brand sponsored training is required with overnight lodging.
  4. Willingness and ability to work in other hotels operated by Plamondon Hospitality Partners.



IN ADDITION TO THE ABOVE DUTIES/RESPONSIBILITIES, THE ESSENTIAL FUNCTIONS OF THIS JOB INCLUDE:

  1. Ability to work effectively as a team member, supporting co-workers and upholding The Plamondon Companies' policies through positive words and actions.
  2. Ability to respond appropriately in various situations, demonstrating resilience and completing assignments effectively under pressure.
  3. Ability to set the example for all hotel associates by displaying urgency towards associate and guest needs, and fostering positive interactions with the general public.
  4. Ability to represent The Plamondon Companies professionally and effectively in the business community and to the general public, enhancing the company's reputation and brand image.
  5. Performs other duties as assigned by the Senior Leadership to support operational needs and achieve organizational objectives.


KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

  1. Post-secondary coursework in hospitality from an accredited university, with a focus on Hotel and Restaurant Management, Business Administration, or a related major.
  2. Minimum of 4 years of senior management experience in the hospitality industry, with a proven track record of success in hotel operations and brand management.
  3. Extensive knowledge and experience in upholding and promoting brand standards, values, and reputation to ensure consistency in service delivery, guest experience, and overall brand image.
  4. Strong leadership, communication, and interpersonal skills, with the ability to inspire and motivate a diverse team.
  5. Proficiency in budgeting, financial planning, and P&L management, with a focus on revenue optimization, cost control, and yield management strategies.
  6. Ability to perform the physical aspects of the job, including sitting, bending, climbing, standing, reaching, and walking for up to 90% of the workday, as well as lifting and carrying objects weighing up to 60lbs.
  7. Proficient in Microsoft Word, Excel, Outlook, and other relevant software packages.
  8. Must possess a valid driver’s license, maintain proper car insurance coverage, and have access to a reliable vehicle for business-related travel.


The above statements are intended to describe the general nature and level of duties and responsibilities of this position. They are not intended to be an exhaustive list of duties, responsibilities, and skills required. The Plamondon Companies reserves the right to unilaterally, and at any time, modify this Job Description, formally or informally, either verbally or in writing. The Plamondon Companies is an equal opportunity employer.