Hotel Assistant General Manager

SREE Hotels is looking for an Assistant General Manager at our SpringHill Suites by Marriott hotel, located just North of Charlotte, in Concord, NC. The person hired for this position must be a hands-on-manager and will be required to step-in and assist all departments of the hotel. The AGM must be available to work weekdays and weekends and must be available to cover all shifts.

POSITION SUMMARY

The Assistant General Manager is critical to the universal success of the hotel. The primary purpose is to assist in overseeing the hotel in all aspects of operations effectively, ensuring proper training of staff, compliance to brand standards, promoting high guest satisfaction and profitability

SUMMARY OF RESPONSIBILITIES

• Works with the hotel GM to achieve and exceed guest satisfaction scores in all areas of the enterprise. Address any training or performance deficiencies in this area immediately
• Works side by side with front desk associates to ensure efficient guest registration, checkout, telephone service; and ensuring the overall guest experience meets the Marriott Brand Standards and SREE Hotel guidelines
• Responsible for ensuring that the Front Desk is in compliance with all systems, control policies and procedures
• Carry out managerial responsibilities in accordance with the SREE hotel’s policies, procedures and applicable laws; remain Marriott BSA ready daily
• Drive team performance within GSS and GXP– Meeting all required thresholds set by Marriott and SREE.
• Act as a point of contact for guest feedback and complaints, striving to resolve issues in a timely and satisfactory manner.
• Respond to all guest reviews through GuestVoice and ALL social media platforms within 72 hours.
• Maximize room revenue and occupancy by reviewing daily financial reports. Analyze rate variance, monitor high balance guest and initiate appropriate action. Maintain continuous observation of the daily house count. Monitor available house inventory / selling status daily
• Review Front desk electronic pass-downs and track guest feedback surveys daily in addition to maximizing usage of the guest response tracking system; respond online within 72 hours of the notification without exception
• Ensure required reports are created and published in a timely manner; and of a quality that can be shared with senior management and corporate officers
• Supervise the training of all employees and motivate them to perform their jobs effectively
• Checks cashiers in and out and verifies banks and deposits at the end of each shift. Enforces all cash-handling, check-cashing, and credit policies
• Oversee housekeeping department when housekeeping manager is off duty
• May be required to assist housekeeping clean and inspect guestrooms, when necessary
• Assist with the management of the food & beverage department including managing staff, inventory and quality
• Ensure F&B staff are properly trained, the daily breakfast service meets brand standards and guests are 100% satisfied
• Develop and maintain open lines of communication within the department and with other departments within the property
• Schedule staff to reflect daily occupancy and make sure the schedule is concurrent with the arrival and departure pattern
• Participate in disciplinary action, coaching and counseling sessions and related personnel issues
• Updates group information. Maintain, monitors, and prepares group operational requirements based on the group’s BEO. Confirms and relays information to appropriate personnel

QUALIFICATIONS

• Minimum of 4 years of Hotel experience, including at least 2 years in a supervisory position
• Previous Front Office Manager/Front Desk Manager experience is preferred
• Marriott brand experience is a plus
• Experience using hotel reservation system such as FOSSE or OnQ is a plus
• Bachelor’s degree (B.A.) from four-year college or university; or two-year college degree or two years related experience or equivalent combination of education and experience
• Organization skills and attention to detail
• Friendly and customer service oriented
• Good interpersonal and problem-solving skills
• Must be available to cover the overnight shift, as needed.
• Ability to work weekends is required
• 1st, 2nd, 3rd shift flexibility is required

JOB SETTING AND PHYSICAL DEMANDS

Employees in this position work primarily indoors. To perform the job successfully the candidate must be able to use a computer and other standard office equipment, talk to customers on the phone, and maintain a calm attitude when dealing with customer issues. Employees must also be able to walk and stand for long periods of time. Fluency in the English language and the ability to speak, hear, read and write are required as is the ability to work any hours/days of the week necessary to meet business requirements.

DISCLAIMER

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of people assigned to this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. All employees may be required to perform activities outside of their normal job responsibilities from time to time as needed.

EOE - All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability or veteran status.