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Assistant General Manager

1 month ago

Oklahoma City, Oklahoma, United States Colcord Hotel Full time
Job Summary

The Assistant General Manager plays a pivotal role in promoting, managing, and coordinating the daily operations of the Colcord Hotel. This position assists the General Manager in implementing and communicating company policies and standards, while providing exceptional customer service.

Key Responsibilities
  • Assist the General Manager in leading departmental teams in developing and implementing property-wide strategies.
  • Oversee the Front Office and other hotel departments to ensure optimal service and hospitality are provided to guests.
  • Assist in preparing forecasts and reports, and develop, implement, and monitor the budget to maximize revenue and minimize expenses.
  • Review financial statements, sales, and activity reports to measure productivity and goal achievement, and identify areas for cost reduction and program improvement.
  • Monitor and maintain front office systems and equipment to ensure optimal performance.
  • Ensure a viable key control program is in place.
  • Provide a safe working environment in compliance with OSHA/MSDS.
Management of the Guest Experience
  • Assist in providing leadership to all hotel associates and inspiring them to achieve customer service goals and objectives.
  • Monitor guest satisfaction scores and work towards increasing departmental and overall guest satisfaction.
  • Take proactive approaches when dealing with guest concerns, resolve customer complaints, and anticipate potential problems.
  • Assist employees in understanding guests' ever-changing needs and expectations, and how to exceed them.
  • Ensure staffing levels are appropriate to exceed guest expectations.
Employee and Manager Relations
  • Assist with interviewing, selection, training, scheduling, coaching, and support of associates, ensuring they perform in accordance with established hotel standards and consistent with our hotel core values.
  • Set clear performance expectations for managers and staff in conjunction with the General Manager.
  • Work with HR to ensure orientations and trainings are completed in a timely fashion.
  • Take proactive approaches when dealing with employee concerns.
Quality Control
  • Solicit feedback for continuous improvement.
  • Ensure the hotel is meeting all quality standards, including customer service, check-in/reservation process, safety and security/loss prevention, coffee service/breakfast, maintenance, housekeeping, and laundry standards.
  • Serve on the hotel's safety committee.
Requirements
  • Associate or Bachelor's degree preferred.
  • Hilton experience preferred.
  • Intermediate knowledge of overall hotel operations.
  • Working knowledge of Microsoft Office products, including Word, Excel, and Outlook.
  • Valid driver's license and acceptable driving history subject to company approval.
  • Ability to demonstrate leadership and a professional image to associates and guests.
  • Strong management skills, with the ability to assign/delegate work and authority to others in the accomplishment of goals.
  • Ability to demonstrate accuracy and thoroughness, monitor own work to ensure quality, and apply feedback to improve performance.
  • Ability to manage difficult guest situations, respond promptly to guest needs, and show flexibility in response to change.
  • Excellent interpersonal skills, demonstrated positive customer service skills, and ability to relate to people of varying ages and backgrounds.
  • Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience.
  • Ability to foster commitment, team spirit, and trust.