Assistant General Manager / Operations Manager

Job Summary

The primary responsibilities for this position will be focused on routine operational tasks and supervising others in their operational assignments. Other duties may be assigned as required by the business and/or training for career advancement. Ensure guest satisfaction and the efficient operation of the hotel by supervising back of the house operating departments in the absence of the General Manager and/or the Manager on Duty. Assist the General Manager by continually focusing on achieving hotel profitability through revenue generation cost control guest satisfaction and development of associates. Exempt associates are expected to work as much of each workday as is necessary to complete their job responsibilities.The Operations Manager may function to support a number of areas at the property including: Housekeeping Engineering/Maintenance.

Responsibilities

QUALIFICATIONS:

• Previous supervisory experience required.
• Must be proficient in Windows Operating Systems
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful high-pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.
• Must have the ability to assimilate complex information data etc. from disparate sources and consider adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to understanding clarifying and resolving the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data and basic arithmetic functions.
• Must be able to convey information and ideas clearly.

RESPONSIBILITIES:

• Approach all encounters with guests and employees in an attentive friendly courteous and service oriented manner.
• Maintain regular attendance in compliance with hotel 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 compliance with hotel's dress code and wearing a nametag when working (per brand standards)
• Comply and ensure adherence to hotel standards and regulations to encourage safe and efficient hotel operations.
• Comply with certification requirements as applicable for position to include: Food Handlers Alcohol Awareness CPR & First Aid.
• Ensure the efficient operation of the hotel in the absence of the General Manager by supervising and supporting the Maintenance and Housekeeping departments.  Work with Department Heads to gain a good understanding of each position and how it affects the operation of the hotel.
• Assist in creating an environment where employees make empowered decisions to ensure guest satisfaction. Follow up on all empowerment successes and opportunities with the appropriate Department Head.
• Assist the General Manager with the creation of financial reports as required by the Corporate Office. Meet all Corporate imposed deadlines as well as those imposed by the General Manager.
• Participate in required M.O.D. coverage as scheduled.
• Ensure that training in service standards is taking place in each department using the steps to effective training.
• Assist the General Manager in recruiting hiring and training for Guest Services based on occupancy
• Ensure weekly meetings with Front Desk to address oversell settings and react accordingly
• Assist in creating a positive team-oriented environment that focuses on the guest through employee development and motivation.
• Assist the General Manager to maintain compliance with Preventative Maintenance and Deep Cleaning Programs through the daily and/or weekly inspection of rooms with the Housekeeping Manager and Maintenance.
• Ensure that employees are at all times attentive friendly courteous and efficient in their interactions with guests management and all other employees.
• Be familiar with S.O.P.'s in all Operations departments.
• Maintain a professional working relationship and promote open lines of communication with managers employees and other departments.
• Complete required corporate training modules and become certified to train those as required.
• Be in the public areas during peak times greeting guests and offering assistance as needed.
• Maintain procedures for handling of the hotel safe specifically with regard to security
• Attend all scheduled meetings that take place on the property when you are scheduled.