Assistant General Manager

Assistant General Manager

Embark on an exciting hotel career with Crown Hotel & Travel Management, LLC. From hotel management jobs to front-line interaction with hotel guests and important behind-the-scenes hospitality jobs, Crown Hotel & Travel Management, LLC offers a variety of opportunities for job growth and exciting careers in the hospitality industry.

Full Time

Benefits

• Health Insurance (Medical, Dental and Vision)
• Enhanced Paid Time Off (PTO) Plan
• Paid Training
• Fantastic Company Culture

Responsibilities:

• Hires, trains and supervises hotel team, with particular attention to the front desk agents, conducts performance evaluations and coaches and counsels associates
• Maintains all hotel standards set forth by the brand and the management company.
• Successfully operates the hotel in the General Managers absence.
• Assists with scheduling, billing and some accounts receivable responsibilities.
• Plans, organizes, assigns and coordinates the daily activities and any special projects for the staff to ensure compliance with the Hotel’s guest service standards.
• Regularly monitors the payroll budget to ensure labor costs are aligned with the forecast
• Fields Guest complaints, conducting through research to develop the most effective solutions.
• Listen and extend assistance in order to resolve problems such as rate conflict or facilities issues.
• Inputs and retrieves information from the computer system for file maintenance, correspondence and preparation of all Front Office reports.
• Regularly conducts Front Office staff meetings for the purpose of keeping the staff informed, providing training and to create a positive work environment.
• Attends the Hotel staff meeting and coordinates with other department heads to ensure smooth operation.
• Establishes and maintains policies and procedures for the Front Office and interprets company policy for employees and enforces safety regulations.
• Assigns duties and shifts to the staff and observes performances to ensure adherence to Hotel policies and established operating procedures.
• Confers and cooperates with other department heads to ensure coordination of activities.
• Answers inquiries pertaining to Hotel services; registration of guests; and shopping, dining, entertainment, and travel directions.
• Receives and processes advance registration payments.
• Meets and personally greets VIP Guests, whenever possible.
• Conducts performance evaluations and coaches and counsels all associates when necessary.
• Issues verbal and written instructions to the hotel team through guidance from the General Manager.
• Reviews the group resumes, event schedules and daily reports to ensure proper staffing of the hotel.
• Prepares the weekly schedule and makes modifications, by regularly monitoring the house count and making adjustments accordingly to meet the needs of business.
• Reviews, revises and approves daily payroll reports as needed.
• Documents and submits a work order to report items that need to be repaired and follows up with the Maintenance Department accordingly.
• When necessary performs the duties of his/her subordinates.

Qualifications and Skills

• IHG and/or OPERA experience is highly recommended
• Previous front office supervisory and/or management experience in a hotel setting is highly recommended.
• 1 year of customer service required
• Branded hotel experience required
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to use a moderately complex computer system.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have knowledge of policies and procedures as they relate to safety and security of guest and Hotel property.
• The ability to effectively deal with employees and customers some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
• Excellent organizational skills
• Ability to read, listen and communicate effectively in English.
• Able to write reports, correspondences, memos and employee performance evaluations
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume by applying basic math skills.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• To perform this job successfully, an individual should have knowledge of Microsoft Word processing software and Excel spreadsheet software.
• Meets legal age requirements for the position.
• Driver's License Required
• High school diploma or equivalent
• Must have basic working knowledge of a computer including word and be able to handle multiple tasks at one time
• Must have excellent communication and interpersonal skills with the ability to interact with many types of personalities
• Must display very good organization and time management skills
• Must be able to walk and climb/descend stairs approximately 20% of the time
• Must be able to frequently kneel, reach, crawl, and twist torso as needed to accomplish required tasks
• Must be able to regularly lift and carry up to 20 pounds without assistance
• To always maintain a high standard of personal hygiene and appearance