Assistant General Manager

5 days ago

Wilmington, Delaware, United States Hyatt Place Riverfront Full time
Job Summary

The Assistant General Manager is a key member of the hotel management team, responsible for overseeing all aspects of hotel operations. This includes directing and coordinating hotel activities to achieve optimum efficiency and economy of operations, while maximizing the hotel's potential and ensuring a balanced focus on guest satisfaction, employee engagement, and owner loyalty.

Key Responsibilities
  • Operations Management: Assist the General Manager in day-to-day operations, including assigning duties to department heads and observing performance to ensure adherence to hotel policies and procedures.
  • Training and Development: Provide training to staff and department heads, ensuring they have the necessary skills and knowledge to perform their duties effectively.
  • Public Relations: Act as the hotel's public relations director, promoting the property within the hotel industry, local community, and trade associations.
  • Guest Services: Assist the General Manager in resolving guest complaints and service recovery processes.
  • Staff Management: Assist in the selection of hotel staff, complete new hire paperwork, review employee performance, and conduct personnel actions such as progressive disciplinary action and termination.
  • Financial Management: Maintain accurate records, including cash flow sheets, guest floor limits, AR aging reports, direct billing, and other financial reports.
  • Leadership: Assist the General Manager during morning meetings or conduct department head meetings in their absence.
  • Compliance: Adhere to all brand and company procedures and regulations, as well as standard operating procedures.
  • Strategic Planning: Ensure the objectives and goals of the hotel brand and property owner align to achieve brand positioning and success.
  • Communication: Build owner loyalty through proactive communication, setting and managing expectations, and delivering solid business results.
  • Capital Projects: Assist the General Manager in key property issues, including capital projects, customer service, and refurbishment.
  • Wage Management: Assist the General Manager in wage scale surveys and ensure employee wages are followed by the company and industry salary guidelines.
  • Property Inspections: Perform daily, weekly, and monthly property inspections to ensure the property, grounds, rooms, and work areas are maintained to standard.
  • Team Management: Build strong working relationships and communications with hotel staff, department heads, and other departments to ensure maximum operating effectiveness and fulfillment of special event needs.
  • Coverage: Cover shifts in all departments as scheduled by the General Manager.
  • Maintenance: Monitor maintenance progress and furniture, furnishings, and equipment conditions, providing status reports to the General Manager.
  • Inventory Management: Audit par stock in all areas to ensure all required hotel supplies are ordered and stocked in advance of need.
  • Quality Control: Perform sudden audits on rooms and other operating areas to ensure quality standards are met.
  • Leadership Development: Provide effective leadership to hotel team members, ensuring they have the necessary skills and knowledge to perform their duties effectively.
  • Uniforms and Grooming: Ensure hotel staff is provided with uniforms and name tags, and upholds company and brand grooming standards.
  • Communication: Ensure effective, timely, and accurate communications flow with regards to hotel policies and procedures.
  • Business Planning: Assist the General Manager in all aspects of business planning.
  • Availability: Be available 24/7 to respond to any guest or employee emergencies.
  • Client Handling: Corporate client handling and participate in new client acquisition with the sales team as required.
  • Sales: Assist in residential sales when required and develop strong sales prospects.
  • Continuous Improvement: Respond to audits to ensure continual improvement is achieved.

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