Job description
Page 1 Assitant General Manager
6/2018
Position Title: Assistant General Manager (AGM)
Accountable To: General Manager
FLSA: Exempt
Primary Objective of Position
Responsible for maximizing hotel operation, including guest and employee satisfaction, financial performance, sales and revenue generation and delivering a return on investment to ownership. Will oversee and model efficient and courteous service throughout the hotel in accordance with the standards of Company while maximizing revenue. Is responsible for adherence to all applicable Company Standard Operating Procedures
Essential Functions
€ Direct and coordinate the activities of the front desk, housekeeping, reservations, guest service, security, and maintenance
€ Coordinate communications between Sales and Operating departments
€ Motivate, coach, and train department supervisors
€ Understand financial statements and budget, including staffing guidelines
€ Control department head schedules, expenses, and implementing cost-saving strategies
€ Guide, develop and/or implement policies, procedures, and systems to improve business operations
€ Manage all aspects of safety program, including training, reporting, and incentives
€ Maintain a cooperative and positive work environment
€ Take every opportunity to amaze the guests
€ Ensure that Front Desk Associates understand and anticipate guests’ expectations
€ Empower associates to satisfy guests and to make decisions
€ Ensure that Front Desk Associates actively solicit feedback from guests
€ Ensure that Front Desk Associates handle special requests properly
€ Ensure that Front Desk Associates promptly respond to and resolve guest complaints
€ Ensure that Front Desk Associates smile, have eye contact, and greet guests immediately
€ Ensure that Front Desk Associates maintain a well-groomed, professional appearance at all times, including uniform and nametag
- Phones/Switchboard
- Check-ins/Check-outs
- Reservations
- Shuttle or transportation Service
- Oversee and assist with amenity, gift shop, pantry needs (if applicable)
€ Ensure messages, wake-up calls, mail, and faxes are handled properly
€ Ensure guests’ laundry/dry cleaning is picked up and returned
€ Personally assist Front Desk Associates during peak times, breaks, tardiness and absences
€ Review all in-coming reservations, pre-block rooms with special requests, and coordinate special requests with appropriate staff members
€ Ensure guest room delivery of newspapers (if applicable)
€ Relays safety guidelines to customers (in room safes, safety deposit box, etc.)
€ Model desired behavior
€ Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook
Supportive Functions
€ Leadership Skills
- Consistently communicate performance and standards to staff
- Build teamwork
- May conduct monthly departmental meetings
- Maintain a cooperative and positive work environment
- Be reliable and honest
- Treat all associates with fairness, impartiality, and consistency
- Adhere to all work rules, procedures, and policies established by the company, including but not limited to those contained in the associate handbook
- Work schedule necessary to supervise department, including evenings, weekends and holidays
€ Teamwork Skills
€ Be an enthusiastic, helpful and positive member of the team
€ Be professional, responsible and mature in conduct and behavior
€ Be understanding of, encouraging to and friendly with all co-workers
€ Be self-motivated and use time wisely
€ Maintain open line of communications with each department
€ Communicate pertinent information
€ Respond positively to new ideas
€ Openly accept critical/developmental feedback
€ Participate in the Manager on Duty program
€ Maintain effective communication through the use of meetings, log books and bulletins
€ Be available to help other departments in emergency situations
€ Cost Control Skills
€ Have understanding of budget including staffing guidelines
€ Adhere to proper purchasing procedures
€ Have basic understanding of financial statements
€ Ensure Front Desk adheres to proper procedures involving guest credit and direct bill
€ Human Resources Skills
€ Assist in recruiting new associates
€ May be asked to interview and select staff
€ Provide orientation and training for staff
€ Identify and encourage appropriate behavior
€ Identify, discourage, and retrain inappropriate behavior
€ Assist with the evaluation of associate’s performance and provide feedback often
Page 2 Assitant General Manager 6/2018
€ Assist in the discipline and termination of associates, when necessary
€ Administrative Skills
€ Maintain a clean and orderly work area
€ Complete weekly and monthly reports
€ Ensure transactions are properly documented
€ Ensure all cash, checks and credit cards are handled and accounted for properly
€ Ensure sifts are closed properly
€ Prepare Front Desk Schedule
€ Reconcile room discrepancies daily with Executive Housekeeper
€ Respond promptly to GM, Company and Franchise requests
€ Ensure Maintenance issues are documented
€ Respond promptly to Executive Housekeeper requests
€ Attend required meetings
€ Maintain an adequate level of supplies
€ Make sure front office equipment is in good working order
€ Reading, writing and basic math
€ Safety and Security
€ Properly handle and account for keys
€ Be knowledgeable of policies regarding emergency procedures and security concerns
€ Ensure protection of guests’ room number
Revenue Generation Skills
€ Ensure Front Desk and Reservations staff demonstrates proper selling techniques
€ Have full understanding of market conditions, competition, businesses, attractions, feeder markets, etc.
€ Supervise honors program
€ Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available
€ Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers
€ Completes shift closing accurately by getting appropriate approval signatures and authorization codes
€ Monitor customer accounts to ensure adherence to hotel credit limits by completing high balance report and verify accuracy of registration information.
Page 3 Assitant General Manager 6/2018
€ Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
Education and Experience
€ High School or equivalent education required
€ Must possess basic computer skills
€ One year of hotel supervisory experience
€ Previous experience with scheduling
€ Have an understanding of cost controls and some budgetary knowledge
€ Must be able to speak, read, write and understand the primary language(s) used in the workplace.
€ Must be able to read and write to facilitate the communication process.
€ Requires good communication skills, both verbal and written.
€ Must possess basic computational ability.
€ Must possess basic computer skills.
€ Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.
€ Ability to maintain compliance with all local, state and federal laws and regulations.
€ Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, NLRA
Physical Requirements
€ Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
€ Must be able to lift up to 15 lbs occasionally.
€ Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
€ Requires manual dexterity to use and operate all necessary equipment.
€ Must have finger dexterity to be able to operate office equipment.
Other Job Requirements
€ Driver’s License required with clean MVR (if property provides shuttle service)
Page 4 Assitant General Manager 6/2018
Page 5 Assitant General Manager
6/2018
€ Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
This job description is not an “all-inclusive’ list of the duties and responsibilities of this position or of the skills and abilities required to perform this position.
I acknowledge below that I have received a copy of my job description and I am able to perform the essential functions of the position:
Signature (Associate) Date
Signature (Supervisor) Date
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