Assistant General Manager - Gulph Creek Hotels

Job Description

Job Title: Assistant General Manager	Reports To: General Manager
Department: A&G	FLSA Status: Exempt
Prepared By: Human Resources	Prepared Date:  November 6, 2010

 

SUMMARY

Responsible for the overall success of the hotel, meeting or exceeding planned objectives for revenue and profit, and ensuring guest satisfaction and product quality standards are met.  Manage all areas of the hotel in accordance with Brand standards to achieve a friendly atmosphere of superior guest service and product quality.  Provides exemplary performance for staff to follow and to lead by example. Responsible for the property with guidance from the General Manager, and in their absence.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Service

·       Overall Responsible for the Front Office Manager Responsibilities

·       Responsible for Honor Enrollments in compliance with the brand

·       Maintains guest service as the driving philosophy of the operation

·       Personally demonstrates commitment to guest service; responding promptly to guests’ needs

·       Committed to making every guest is satisfied

·       Develops added-value customer service programs

·       Empowers hotel staff to deliver superior service by encouraging, rewarding responsive guest assistance

·       Meets or exceeds guest satisfaction measures through SALT platform and 3^rd party sites

·       Ensures hotel standards and services contribute to the delivery of consistent guest service

·       Implements, practices guest service initiatives, trains, and performs to GCH Standards

SUPERVISORY RESPONSIBILITIES

Front Office Management

·       Direct daily activities at the Front Desk, Guest Services, Night Audit, PBX and Reservations

·       Schedule according to the needs of the operation, ensuring proper coverage without guidance and ensuring no overtime is in effect. If overtime will be in effect, must receive approval by the General Manager. Should be creative when designing schedule or revising schedule as needed for business needs.

·       Provide continual training to all employees in all aspects of the operation, keeping informed of the NOW news article on the Hilton Lobby

·       Handles collection efforts of all in-house balances and notifies management of potential liabilities

·       Balances all cash, check, credit card and ledger accounts through verification, shift reports and performs audit functions if assigned

·       Respond to all guest requests and follow through to assure satisfactory outcome and compliance

·       Provide guidance and direction to shift supervisors and all employees

·       Effectively communicate all pertinent information to all employees

·       Assist the Front Office Manager in performing administrative tasks

·       Serve as Manager-on-Duty at all hours of the day, prior to General Manager being notified

·       Comply with all standards and regulations to encourage safe and efficient hotel operations

·       Host regular stand-up and staff meetings

·       Establish and maintain professional demeanor at all times

·       Ensure standards of performance of all Front Office staff

·       Maintain regular attendance in compliance with company policy

·       Maintain high standards of personal appearance and grooming in accordance with company policy

·       Approach all encounters with guests and employees in a friendly, service-oriented manner

·       Other duties as required

·       Utilize his/her leadership skills to effectively run Front Office daily operations which include, but not limited to: direct all activities in all areas of responsibility, provide training, coaching and counseling as well as progressive discipline, profit/financial control, resolve guest and employee issues and assuring guest satisfaction.

Profit Management

• Meets or exceeds budgeted profit margin for hotel
• Accurately forecasts revenues/expenses
• Prepares annual budget that accurately reflects the hotel’s business plan
• Anticipates revenue/cost problems and manages the timing of discretionary expenditures to stabilize cash flow
• Analyzes financial and operating information on ongoing basis to adjust business plans, labor requirements and operating costs
• Ensures hotel staff is trained in financial control procedures for cash, vouchers, inventories and receivables, and that these procedures are regularly followed.
• Produces accurate, timely financial reports.
• Knows the hotel’s demand segments and sources of business for each.
• Knows the principal competition for each demand segment and can take advantage of the hotel’s relative strengths against each.
• Identifies major revenue and expense opportunities and possible problems.
• Accurately forecasts occupancy changes based on the changing market conditions (e.g. increased competition).
• Translates business plans into action and manages those actions toward the achievement of revenue and cost objectives.

 Human Resource Management

• Manages human resources functions including recruiting, selection, orientation, training, performance planning and evaluation and pay/reward programs to maintain a qualified workforce
• Maintains a positive, cooperative work environment between staff and management
• Emphasizes employee selection, training and development as a way of doing business
• Ensures all hotel employees know hotel objectives
• Ensures personnel files are accurate and comply with both local and federal laws and regulations
• Administers personnel policies fairly and consistently
• Resolves employee grievances in a fair and timely way
• Ensures employees understand policies, pay procedures, bonus plans and benefits
• Helps to develop management talent by acting as a mentor for direct reports
• Ensures training objectives and development plans are completed
• Monitors and maintains acceptable turnover levels; responsible to fill the position or guide someone to be assigned if needed; with guidance to the Department Head
• Maintains physical product standards by managing preventive maintenance programs and by scheduling deep-cleaning activities
• Ensures ongoing staff and employee involvement in preventive maintenance programs
• Protects the interests of the hotel during capital projects
• Coordinates capital projects within budget, on time, and with minimal disruption to the guests
• Has outstanding property Quality Assurance Evaluations
• Personally conducts a weekly property audit with the hotel’s maintenance supervisor and executive housekeeper

Housekeeping Management

·       Prepare boards for the department, in the absence of the Executive Housekeeper

·       Clean rooms as needed, in high demand circumstances/absences

·       Inspect rooms as needed, in high demand circumstances/coverage

·       Report to Engineering/maintenance any and all problems needing repairs

·       Develop and Implement new programs as needed

·       Focus on GSTS (Special Emphasis on Priority and VIP guests)

·       Ensure that all guest rooms/housekeeping areas are cleaned up to standard. To exceed guests’ expectation through the excellence program.

·       Support the direct supervisors, the department through open door policy.

·       Create a courteous friendly, professional, work environment through open line of communication.

·       Ensure compliance with safety and sanitation standard.

·       See that inspection program is consistently maintained through daily inspections.

·       Ensure that all public areas are clean to standard through daily inspection

·       Maintain a regular deep cleaning program, a monthly planner consisting of a project a day. Floor/carpet care. Flipping of mattresses (Keeping records/check lists).

·       Maintain a monthly linen inventory (must be completed on 30^th to the 1^st of every month). Supply inventory should be done once a week (order as needed).

·       Inspect rooms daily and inspect all in-house priority club rooms daily.

·       Assign new hires to training to Hilton Brand standards.

·       Interview prospective employees.

·       Keep daily attendance records.

·       Daily staffing and assignment of sections.

·       Assist with preparation of shift schedule according to Hotel Occupancy and demand.

·       Follow and Enforce company standards and procedures.

 

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with Gulph Creek Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
• Comply at all times with Gulph Creek standards and regulations to encourage safe and efficient hotel operations.
• Maintain an overall clean and safe hotel for our guests as well as our employees, establishing and maintaining quality control and utilizing the proper equipment and supplies for the efficient and economical operation of the hotel.
• Attend all meetings required and participate in M.O.D program.
• Other duties as required.

Marketing and Sales Management

• Assists the Director of Sales when needed for weekend duties/needs of groups
• Develops and implements marketing and action plans based on demand segments to maximize revenue per available room.
• Knows why competitors are successful in each demand segment and directly markets/sells against them.
• Ensures that marketing and sales plans are appropriate for each sales period, including special plans to maximize room revenue during low occupancy time frames.
• Coordinates advertising, public relations, and promotional programs.
• Knows key accounts and actively “sells” through sales calls, property tours, etc.

 

Safety and Security Management

• Knows local health and safety codes and regulations that apply to the hotel.
• Understands and implements “Right to Know” laws.
• Recognizes and corrects potential safety hazards such as broken doors or railings, fire hazards, etc.
• Recognizes and corrects potential security problems such as locking doors after hours, etc.
• Understands and follows policies and procedures for the hotel’s key control system and ensures others are trained in same.
• Uses ongoing safety training to minimize worker’s compensation claims.

SUPERVISORY RESPONSIBILITIES

Manages and directs all aspects of the hotel operation.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

·       5+ year’s hotel management experience including outlet management experience, or an equivalent combination of education and experience.

·       Bachelor's degree in Hotel Management, Business Administration, or related field preferred.

·       Required to work nights, weekends, and holidays.

LANGUAGE AND MATHEMATICAL SKILLS

·       Ability to read and speak English and comprehend simple instructions, short correspondence, and memos 

·       Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees

·       Ability to effectively communicate with employees, guests and supervisors for optimum operation of the property

·       Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. 

·       Ability to compute rates, ratio, and percent and to draw and interpret bar graphs

·       Detail oriented with outstanding organizational and communication skills.

 

 

REASONING ABILITY

Demonstrate the ability to anticipate and solve practical problems or resolve issues.

CERTIFICATES, LICENSES, REGISTRATIONS

None Required

PHYSICAL DEMANDS/ WORK ENVIRONMENT:

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·       While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear

·       Frequently required to reach with hands and arms

·       Occasionally required to stoop, kneel, or crouch

·       Occasionally lift and/or move up to 50 pounds

·       Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus