Job Summary:
The Assistant General manager is responsible for all aspects of operations at the hotel and provides support to the General Manager. Directs and coordinates hotels activities to obtain optimum efficiency and economy of operations and maximize full potential with a balanced focus on hotels mission, guests, employees, and owners’ satisfaction.
Duties and Responsibilities
General
- Assist the General Manager in his day-to-day operations.
- Assigns duties to HOD's and observers’ performance to ensure adherence to hotel policies and established operating procedures.
- Provides training to staff and HOD's.
- Acts as the hotels public relations director and promotes the property within the hotel industry, local community, and trade associations.
- Monitor the Guest feedback on Trip advisor, OTA's etc. and Property Management System – Medallia, Salt and Guest Service Feedback.
- Receives and resolves or assists the General manager in resolving guest complaints and service recovery process.
- Selects or assist in the selection of hotel staff and completes all new hire paper works.
- Review employee performance and conducts personnel actions such as disciplinary actions and terminations.
- Maintains accurate records including cash flows sheet, guest floor limit, AR Aging reports, Direct billing etc.
- Assisting General Manager during Morning meetings or conducts the morning HOD meetings in the absence of General Manager. “Morning Huddles”
- Adheres to all franchise and company procedures and regulations as well as standard operating procedures.
- Ensure full compliance to hotel operating controls, SOP’s, policies, procedures, and service standards.
- Ensures the objectives and goals of Marriott and property owners work together to achieve brand positioning and success.
- Builds owner loyalty through proactive communication, setting and managing expectations and delivering solid business results.
- Assist GM in key property issues including capital projects, customer service and refurbishment.
Assistant General Manager
- Assist General Manager in wage scale surveys and ensures employee wages are followed by the company and industry salary guidelines.
- Performs daily, weekly, and monthly property inspections.
- Ensures property, grounds, physical plant, and work areas maintained to standard.
- Builds strong working relationships and communications with hotel staff, HOD's and other departments to ensure maximum operating effectiveness and fulfilment of special event need.
- Cover shifts is all departments as scheduled by the General Manager.
- Monitor maintenance progress and FF&E (Furniture, Furnishings, and Equipment) conditions and provide status report to GM.
- Audits on par stock on all areas to make sure that all required hotel supplies are ordered and stocked in advance of need.
- Performs sudden audits on rooms and other operating areas.
- Provide effective leadership to hotel team members.
- Ensure hotel staff is provided with uniforms and name tags and upholds property grooming standards.
- Ensures effective, timely and accurate communications flow with regards to hotel policies and procedures.
- Assist the GM in in all aspects of business planning.
- Must be available 24/7 in case to respond to any guest or employee emergencies.
- Respond to audits to ensure continual improvement is achieved.
- All other duties as assigned by the General Manager or Management
PREREQUISITES:
Strong management skills, ability to appropriately assign or delegate work and authority to others in the accomplishment of goals. And provide coaching, advice and assistance as required. Available to work when needed, including weekends, holidays, and nights.
EDUCATION:
A university degree or diploma in hotel management or a related field with experience in opening, managing, or re-positioning a hotel with clear track record. Experience in financial accounting, personnel supervision and problem resolutions is a added advantage. Excellent computer system skills.
EXPERIENCE:
At least 5 to 10 years’ experience in the hospitality industry, with significant luxury and international experience. And at least 3 to 4 years of experience as a Assistant General Manager or Executive assistant manager.
LANGUAGE SKILLS:
Must have developed language skills to the point to be able to:
- Read and interpret documents in English such as routine correspondence, newspapers, periodicals, journals, and manuals.
- Write routine reports, correspondence, business letters, summaries, and reports in English using prescribed format, and conforming to all rules of punctuation, grammar, diction, and style.
- Ability to speak effectively in English to customers and employees.
REASONING ABILITY:
Must have developed reasoning abilities to the point to be able to:
- Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to add, subtract, multiply, and divide numbers; and ability to calculate figures and amounts such as discounts and percentages.
- Read and interpret business records and statistical reports.
COMPUTER SKILLS:
Must have sufficient computer skills that will allow the individual to be able to use, in a proficient manner, certain Company-issued software programs implemented at the hotel, including but not limited to Microsoft Word, Microsoft Excel, Office 365, Microsoft Outlook, Company-issued internet browser programs, and Company-issued electronic mail programs. [NOTE: Company-issued software programs may change from time to time; the individual is required to learn the new programs and upgrades as soon as practicable after such items are provided to the hotel.]
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. The employee must be able to see differences in widths and lengths of lines such as those on graphs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ENVIRONMENTAL CONDITIONS: Inside: Protection from weather conditions but not necessarily from temperature changes. A job is considered "inside" if the worker spends approximately 75 percent or more of the time inside.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to work effectively in a stressful environment, communicate well with others, effectively deal with guests, and accept constructive criticism from supervisors.
- Must be able to change activity frequently and cope with interruptions.
IMPORTANT NOTE: Essential functions of this job are described under the headings above. The job requirements and features are subject to change from time to time due to the then-current needs and requirements of the Company and/or the hotel.
