Asst. General Manager

About the role

Education and Experience * 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR * 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

Relocation Assistance Available Salary Range: $120,000-$160,000 CORE WORK ACTIVITIES Managing Profitability * Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer. * Analyzes service issues and identifies trends. * Makes and executes the necessary decisions to keep property moving forward toward achievement of goals. * Works with hotel management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution.

Managing Revenue Goals * Monitors hotel operations sales performance against budget. * Reviews reports and financial statements to determine hotel operations performance against budget. * Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses. * Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

Leading Operations and Department Teams * Champions the brand's service vision for product and service delivery and ensures alignment amongst the hotel leadership teams. * Develops systems to enable employees to understand guest satisfaction results. * Communicates a clear and consistent message regarding departmental goals to produce desired results.

Managing the Guest Experience * Reviews guest feedback with leadership team and ensures appropriate corrective action is taken. * Responds to and handles guest problems and complaints. * Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. * Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.

Managing and Conducting Human Resources Activities * Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results. * Ensures employees are treated fairly and equitably. * Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings). * Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees. * Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results. * Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance. * Solicits employee feedback, utilizes an "open door policy" and reviews employee satisfaction results to identify and address employee problems or concerns. * Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process. * Conducts annual performance appraisal with direct reports according to Standard Operating Procedures. * Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.