Assistant General Manager (Springhill Suites by Marriott Amarillo) - Platinum Companies

Job Profile Summary: 

Responsible for assisting the General Manager in managing daily hotel operations and providing overall leadership in the hotel’s continuing effort to deliver outstanding guest service and financial profitability in accordance with Company and Brand standards.  Assist the General Manager in managing departmental budgets, food and beverage costs, forecasting and monitor activities/performance to ensure established goals are met or exceeded. Recruit, train and develop departmental personnel.  Provide exemplary performance for staff to follow. Maintain professionalism at all times.  Possess technical knowledge and aptitude.  Develop business relationships and provide exceptional customer service.  Build strong rapport with key stakeholders/ property owners through proactive and ongoing communication.  Provide in depth analysis of property performance, guest, financial and personnel data. The Assistant General Manager will have access to confidential personnel records, Company data and systems and as such will be required to maintain confidentiality and ensure such sensitive data is secured at all times.  

Essential Responsibilities and Duties include the following - Other Duties May Be Assigned: 

• Adhere to Platinum Management Services, LLC. and Brand specific standards. 
• Comply with all applicable federal, state and local laws and ordinances as they apply to the property, guests and associates. 
• Adhere to safety and emergency procedures and policies (i.e. evacuation, first aid, etc.) to include removing all safety hazards. 
• Assist  General Manager in his/her day to day operations. 
• Assist General Manager during Morning meeting or conduct the morning department head meetings in absence of General Manager.  
• Interact with guests and other customers on a frequent basis about their experiences at the property.  Communicate and utilize feedback with team to improve guest and customer experiences. 
• Promote the property through goodwill, courtesy and a positive attitude. 
• Assist with managing departmental budgets, GOP, sales and marketing plans, forecasting and monitor activities/performance to ensure established goals are met or exceeded. 
• Maintain knowledge of comp set and understanding of STR reporting.  
• Participate in brand revenue management meetings weekly. 
• Cover shifts in all departments as scheduled by the General Manager.  
• Direct the scheduling of events and group activities at the hotel and coordinate with all departments to facilitate services agreed upon by the sales department and prospective clients. 
• Responsible for maintaining exemplary guest satisfaction (SALT/GSS) scores.  Review guest comments and overall scores with all departments.  Respond timely to guest comments in accordance with brand standards when GM is not on property. 
• Maintain Company and Brand quality assurance (QA) standards daily. 
• Immediately record and report incident reports on any injured guest or hotel personnel. 
• Immediately record and report loss, theft or non-injury related incidents for hotel personnel and guests. 
• Record and file loss, theft, or non-injury related incidents timely (within 24 hours). 
• Prioritize and resolve escalated customer concerns and complaints.  
• Monitor sales and revenue strategies for the property daily. 
• Perform interviews and contribute to hiring decision of department staff. 
• Prioritize and resolve escalated customer concerns and complaints. 
• A portion of the day must be spent walking the property to ensure public space, grounds, kitchen areas, guest rooms, pool, laundry area, housekeeping area, maintenance area, business center, fitness center, meeting rooms, and all work areas meet sanitation, cleanliness and maintenance standards. 
• Cultivate and maintain business relationships with in-house guests, local community, targeted and existing customer accounts. 
• Attend local community events, conventions, sales and marketing events and other business functions. 
• Perform supervisory functions regularly. 
• Recruit, orient, train, motivate and provide career development for all personnel.   
• Document disciplinary action when necessary. 
• Ensure all personnel required certifications, permits and training documentation are completed and current. 
• Perform daily, weekly and monthly property inspections.  
• Prepare and/or approve work schedules to manage labor and payroll costs that support the property budget and forecast goals.  Manage departmental hours to prevent overtime. 
• Monitor departmental personnel hours worked to prevent overtime. 
Cover shifts for call offs or vacancies if needed. Review and edit (if applicable) personnel time records daily. Finalize and approve period-ending records timely.  Process tips / and or gratuities daily.  
• Be proficient in all front guest service and back of house operations including Food & Beverage operations. 
• Verify monies taken in against PMS reports, record appropriate transactions and prepare and make bank deposits when GM is not on site. 
• Create requisitions; purchase orders and invoices in accordance with Company policies and procedures. 
• Stock, oversee inventory control, and profitability of the pantry/suite/gift shop. 
• Validate receipt of delivered products, label and store purchased items appropriately in accordance with brand food safety procedures. 
• Adhere to statutory requirements applicable to food and drink service (i.e. ServSafe Food Handler Permit, state required beverage Server Permit). 
 
 
• Perform routine inspections of food & beverage department, equipment and operations to maintain quality food, beverage and kitchen/restaurant standards in accordance with Company and Brand specific standards. 

 
• Act as a liaison between all departments. 
• Work with management in maximizing revenues, controlling payroll and department expenses within budgeted guidelines. 
 
• Monitor inventory and cost controls. 
 
• Fulfill Manager on Duty responsibilities – Evening, weekends and/or holidays. 
• Other duties as assigned.  
• Keep Company business including but not limited to, financials, personnel, guest and customer data strictly confidential. 

Qualifications & Requirements: 

• Proficient with current technologies and software inclusive of business applications PMS, POS, MICROS (ERP a) etc. 
• Excellent verbal and communication skills required.  
• Proficient in English. Bi-lingual a plus. 
• Complete understanding of hotel operations. 
• Ability to attain and maintain applicable ServSafe/Food handler/Server/CPR permits. Beverages may be inclusive of alcohol - location specific.  
• Adaptable and willing to assist other departments in time of need. 
• Ability to attend and complete Company and Brand training. Travel may be required. 
• Ability to work a flexible schedule; nights, weekends, holidays, flex-shifts. 
• Stand for an extended period of time, able to walk distances frequently. 
• Move, lift, carry, push, pull and place objects weighing less than or equal to 25 pounds without assistance. 
• Food and Beverage leadership experience a plus. 
• Be organized and work well in a fast-paced team environment. 
• Maintain professionalism at all times in a fast-paced team environment. 
• Clean Motor Vehicle Report (MVR).    
• 3 years of hospitality/hotel management experience highly desirable. 
• Brand certification(s) preferred. 
• High school diploma required. College degree preferred. 

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