Assistant General Manager (Polynesian Hotel)

Description

SUMMARY:  The AGM is primarily responsible for overseeing the day-to-day operations and assignments of the hotel staff. S/He will promote a safe and welcoming working environment to achieve maximum guest satisfaction and to grow the operational efficiency of the hotel.

KEY METRICS:

• Brand Health:
  • Guest Service Scores: Intent to Recommend must brand standards
  • BSA – Ensure compliance with all standards
• Financial:
  • Labor Cost: % of Revenue and Over Time
  • Sellout Efficiency
  • Misc Revenue
  • AR and AP Responsibilities

 

Essential job FUNCTIONS:

• Assist the General Manager in the development and communication of departmental strategies and goals.
• Provide regular direction, support, and manage hotel operations for all areas
  • Active department head for Front Office (FOM Responsibilities)
  • Secondary Areas of responsibility include Food & Beverage and any other areas as assigned.
• Maintain an upbeat attitude, strong interpersonal, verbal, and written communication skills.
• Grow the operational efficiency and effectiveness of the hotel.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Ensure all Medellia Alerts are closed within the required time frame.
• Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments, and location.
  • All room rates, special packages, and promotions.
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations and times.
  • All hotel and departmental policies and procedures.
  • GXP Requests and Brand Standards
• Ensure all staff is properly trained and has the tools and equipment needed to effectively carry out their job functions.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
  • Understand and uphold operational standards and guest satisfaction ratings.
  • Understand and uphold all Bravo Hospitality Group’s service standards and SOPs
• Fill the role of Manager on duty for the hotel for evenings, weekends and holidays.
• Access all functions of the Property Management System and Brand systems.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable on such.
• Drive sellout efficiency and minimize revenue displacement by coordinating with Housekeeping and Maintenance to avoid out of order rooms on sold out nights.
• Drive incremental revenue by ensuring consistent capture of gift shop revenue and other miscellaneous fees.
• Ensure we are maximizing gift shop revenue and profits by maintaining the inventory full stocked with competitive and profitable pricing levels.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines.
  • Cover call-offs and minimize overtime.
• Ensure that staff report to work as scheduled. Document any late or absent employees.
• Coordinate breaks and assign duties to staff.
• Responsible for the training, management, coaching, and counseling of the Front Desk and other staff as assigned by the GM or Bravo above property team.
• Guide and direct staff to achieve established goals and objectives.
• Monitor department costs and provide reports as needed.
• Oversee AR and AP for the hotel.
  • Ensure all invoices are entered in M3 or ibuy Purchasing system
  • Ensure all receivables are collected, including group and event billing.
• Proactively seek to develop and maintain positive relationships with other departments and co-workers.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• Monitor the hotel front entrance and resolve any congested situations.
• Monitor the check-in/check-out process and provide assistance as needed; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Perform other related duties as assigned by GM or Bravo above property team.

 

Associate is held accountable for all duties of this job and other duties as assigned.

 

 

Qualifications
EXPERIENCE & EDUCATION:

• High school diploma or equivalent
• Bachelor’s degree or higher level education in a business related field of study
• Experience handling operations of branded hotels
• Minimum two years of hotel experience
• Familiarization with hospitality industry success measures and strategies for product positioning
• Ability to carry oneself in a mature, professional and responsible manner at all times
• Service-minded and team-oriented
• Computer and Microsoft Office skills
• Strong attention to detail and hospitality knowledge
• Results-oriented writing techniques and strategies for correspondence
• Ability to maximize impact, maintain interest, and establish a rapport with an audience with conveying information
• Ability to proactively prioritize needs and effectively manage time and resources
• Willingness and ability to promote a positive team member culture and core values
• Fluency in other languages beneficial

 

JOB REQUIREMENTS:

• Must be a United States citizen or possess a valid work permit
• Must be able to read, write, and speak English
• Must be able to work a flexible schedule that may include evenings, weekends and holidays
• Must have exceptional communication skills
• Must have basic computer skills including Microsoft Office
• Must be detailed orientated and work well under pressure
• Must be professional in appearance and demeanor
• Ability to write effective business communications
• Must have the ability to deal effectively and interact well with employees
• Ability to effectively express oneself and speak extemporaneously on a variety of subjects with poise and confidence
• Strong creative capabilities, necessary for design of skill-based and awareness-based training programs and instructional materials
• Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
• Ability to multi-task, manage interruptions, establish work priorities, handle stress, and effectively function in a fast-paced environment
• Possess strong motivational, organizational and verbal communication skills.

 

Working CONDITIONS:

• Physical capabilities for lifting and carrying up to 20 lbs
• Must be able to sit or stand for long periods of time
• Must be able to move throughout the hotel on a daily basis
• Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements consistent with office work
• Must be able to frequently handle office supplies and equipment to maintain the facility