The Assistant General Manager supports the General Manager in overseeing daily operations, managing staff, ensuring excellent customer service, and driving business performance. This role helps implement policies, maintain quality standards, and assist in achieving financial goals. Strong leadership and communication skills are essential.
Assists in managing staff ensuring an efficient operation producing excellent results for our customers. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information, local attractions/events and guest concerns.
Responsibilities
Assists in managing the operations of the hotel to ensure an optimal level of service and hospitality is provided to the guests.
Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
Assist in answering all guest reviews in a timely manner.
Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.
Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
Keeps a monthly log of all discounts and refunds with detailed explanations for ownership.
Has experience in assisting in managing social media accounts (posting valuable information, diligently multiple times a week to Facebook and Instagram)
Maintains a friendly, cheerful and courteous demeanor at all times.
Performs other duties as assigned, requested or deemed necessary by management.
Works front desk as needed.
Responsible for managing call ins and finding all coverage needed for the front desk.
Assists in building and maintaining an appropriate schedule based on occupancy and the hotels need.
Experience
2 or more full years employment experience in a related position with this company or other organization(s).
Knowledge/Skills
Requires understanding of all hotel procedures.
Requires high school graduate level mathematical aptitude and knowledge of standard computerized register systems.
Must have past experience in dealing directly with the public and acquired extensive knowledge of outstanding customer service skills.
Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
Requires supervision/management skills.
Ability to communicate information and hotel services to management and guests. Second language always a benefit.
Must be able to operate computer, calculator and telephone keyboards, and basic paperwork processing.
Knowledge of Google Docs and operating systems.
Physical Demands
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to communicate in person and on telephone frequently including handling guest complaints/resolutions.
Ability to read written communiqués, analyzing reports and seeing monochrome computer screen.
Excellent speech communication skills required for continual interaction with guests. Frequent use of phone.
Excellent literacy necessary to analyze report data, prepare reports and initiate correspondence.
Continuous standing 90% of time -communicating with guests.
Lifting up to 50 lbs. guest luggage; limited. Pushing up to 50 lbs. bell cart; limited. Carrying up to 25 lbs. guest luggage; limited.
Continuous standing -80% of shift.
Incentives