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Form of workAssistant General Manager
The Assistant Manager is responsible for maintaining profitability and high levels of service at the front desk. They must have a working knowledge of all functions carried out in the Front Office area, including night audit, reservations, and front desk reception. The ideal candidate will be an outgoing individual with thorough capability for up-selling property services and attending to guests' needs. The key to excellent performance in this position is management of room rates and occupancy levels. They supervise all Front Office tasks and only perform a shift when business levels or training dictate a need.
We seek highly motivated leaders with expertise in effective and efficient hotel operations. Our ideal candidates should exude a passion for the hospitality industry that will attract and inspire our team members to cultivate an exceptional guest experience. If you are looking for an exciting career with unlimited opportunities to grow, please apply now.
Benefits
- Insurance
- Paid time off
- 401K
- DailyPay: Access your pay when you need it!
- An added plus; If you like to travel, you will receive special team member hotel rates.
Responsibilities:
- Smile when on-stage (in the public eye)
- Manage in compliance with Local, State and Federal laws and regulations.
- Maintain procedures for credit control and handling of financial transactions.
- Maintain procedures for security of monies, guest security and emergency procedures.
- Interviews, hires and trains Front Office staff, including on-going orientation and development of each associate.
- Interviews, hires and supervises Executive Housekeeper.
- Plan for and schedule manpower, equipment, and supply requirements for the Department and maintain accountability for the cost, utilization, and performance of associates and equipment.
- Prepare and distribute to all department heads weekly a forecast of hotel occupancy, departure, arrivals; change hotel status appropriately.
- Forecast monthly occupancy and house count for the hotel.
- Manage the Reservation function to maintain highest possible room occupancy and average daily room rate through suggestive selling by associates.
- Control the selling of rooms and rates directly through the hotel reservation system and all other outside reservation sources.
- Ensure prompt payment of travel agent commissions on a daily/weekly basis.
- Maintain departmental communication through the effective use of staff meetings, logbooks and bulletin boards.
- Participate actively in all aspects of the Manager on Duty Program.
- Assist in the preparation of annual hotel budgets including Room Revenue Forecast and Front Office Expense Plans.
- Participate in the development of the hotel’s marketing plan and responsible for the attainment of the rack rate market objective.
- Increase level of guest satisfaction by delivery of an improved product through associate development, job engineering and quality image.
- Establish and maintain an appropriate level of community involvement.
- Assist guests with any special problems that may arise.
- Maintain control of associate uniforms, ensuring that uniforms and name badges are worn, kept in proper condition, project high grooming standards, and are readily available at all times to associates. Ensure that non-uniformed associates are not allowed to remain on duty.
- Maintain responsibility for verifying and authorizing payroll for the department.
- Supervise the operation of the Front Office, including telephone procedures, cashier and clerk duties, night audit and reservations. Ensures cleanliness of desk lobby areas through housekeeping.
- Conduct ongoing inspections of guestrooms for cleanliness and maintenance.
- Monitor payroll and control costs, remaining within budget.
- Introduce and manage any NHG programs.
- Perform duties at the front desk, such as check-ins and checkouts during peak times and when training.
- Train front office staff on how to deal with emergency situations.
- Responsible for the training of all front office staff. Maintenance of personnel files with inclusion of orientation checklists, training guides and all training documentation.
- Appoint and direct departmental trainer(s) in housekeeping and in the front office area.
- Maintain records of all training programs and work with corporate trainer to set consistent and effective training schedule.
- Maintain records of all special rates offered.
- Perform night audit on a per-need basis and train other staff in such duties.
- Transfer approved Direct Bill accounts from Guest to City Ledger.
- Inform housekeeping of necessary information relating to rooms forecast, occupancy, checkouts, etc.
- Coordinate activities with related departments: Housekeeping, Food and Beverage, Sales and Maintenance.
- Record and process workman’s comp claims as needed.
- Record and process all incident reports as needed.
- Perform required tasks, including, but not limited to, those contained in the Minimum Performance Standards set by NHG.
- Adhere to all work rules, procedures and policies established by the company, including, but not limited to, those contained in the NHG Employee Handbook.
- Perform all other duties as assigned by management.
Educational/Vocational Preparation:
Associate’s degree in Hospitality Management or Business and/or comparable experience gained through 2+ years previous Front Office on-the-job training. Previous supervisory experience is required.
Qualifications:
- Have management/supervisory knowledge, skills, and ability to handle/resolve guest complaints.
- Possess knowledge of hotel interdepartmental relationships as well as all operations pertaining to front desk: Reservations, Telephone Services, and Guest Accounting/Night Audit.
- Requires familiarity with applicable Front Desk and Housekeeping standards and procedures.
- This position involves a high degree of social skills and ability to perform work under pressure.
- Good oral and written communication skills
- Ability to maintain a pleasant, positive and helpful demeanor
- Flexibility to work days, evenings, weekends, and/or holidays
- Neat, clean, and professional appearance
