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Assistant General Manager

2 months ago

Pensacola, Florida, United States Innisfree Hotels Full time

Job Summary

Innisfree Hotels is seeking a highly skilled and experienced Assistant General Manager to join our team. As a key member of our management team, you will be responsible for assisting the General Manager in the daily operation of the hotel, as well as overseeing the property in their absence.

Key Responsibilities

  • Manage the day-to-day operation of all departments in conjunction with the General Manager.
  • Ensure that all departments run smoothly and efficiently.
  • Approach all interactions with guests and employees in a friendly and service-oriented manner.
  • Promote a positive and caring work environment by addressing and resolving any conflict in a calm and poised manner.
  • Welcome guests and foster customer loyalty through a friendly manner.
  • Assist the General Manager in their day-to-day operations.
  • Remain readily accessible to guests and employees.
  • Make reservations and check-in and check-out guests as needed.
  • Monitor the guest service log upon arrival for the day, noting any guest requests, complaints, and significant events that may require attention.
  • Be aware of the availability of rooms at the hotel on any given day to ensure revenue is maximized.
  • Act as Concierge, Bellman, Valet, Shuttle driver, Housekeeper and problem solver as needed.
  • Monitor all no-show charges, research credit card discrepancies and process chargebacks.
  • Conduct routine inspections of the public areas of the hotel daily, weekly, and monthly, recognizing and correcting any potential safety hazards and addressing cleanliness issues.
  • Ensure property, grounds, physical plant and work areas maintained to standard.
  • Solicit guest feedback regarding hotel services and facilities and take corrective action to solve any deficiencies.
  • Monitor the Guest feedback on Trip advisor, OTA's etc. and hotels GSTS and RSTS surveys.
  • Receive and resolve or assist the General manager in resolving guest complaints and service recovery process.
  • Review employee performance and conduct disciplinary actions and terminations.
  • Maintain accurate records including cash flows sheet, guest floor limit, AR Ageing reports, Direct billing, etc.
  • Investigate, report, and coordinate all hotel accidents that are employee and guest related.
  • Assist in the selection and continuous training of staff to provide high quality service to guests.
  • Count all banks and immediately report discrepancies to the General Manager.
  • Inspect guestrooms, provide feedback to housekeeping and maintenance departments.
  • Update availability information in the Property Management System as required.
  • Assist in evaluating the performance of all employees.
  • Day-to-day management responsibilities including scheduling, motivating, assigning activities, training, and policy and procedural assessment.
  • Cover shifts of all departments as scheduled by the General Manager.
  • Ensure hotel staff is provided with uniforms and name tags, and upholds property grooming standards.
  • Maintain contact lists for all staff, vendors, and any emergency situations.
  • Prepare and process invoices for all departments.
  • Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
  • Have a good knowledge of all systems and standard operating procedures of Front Office.
  • Ensure that guest documentation and information is available and up to date.
  • Perform any other duties as assigned by management.

Qualifications

  • Degree or diploma in Hospitality Management, Business Administration, or related field.
  • Minimum 3 years of customer service experience required; hospitality industry preferred.
  • Ability to work independently and with minimum supervision.
  • Excellent customer service skills.
  • Ability to read, write, and speak effectively in English in order to communicate with guests and team members.
  • Strong attention to details.
  • Ability to multi-task.
  • Team player.