Hotel Assistant General Manager

Full-Time

Job Title: Hotel Assistant General Manager

Department: Front Office
Reports To: General Manager

Job Summary: The Hotel Assistant General Manager directly supervises all front office personnel and ensures the completion of daily front office duties. This position oversees front desk operations, reservations, guest services, breakfast services, suite shop, telephone operations, and housekeeping when necessary. The Assistant General Manager serves as the “Manager on Duty” during certain shifts and in the absence of the General Manager.

Duties and Responsibilities:

• Personnel Management: Participate in the selection, training, cross-training, and retention of front office personnel in line with brand and Crown standards.
• Staff Scheduling & Supervision: Develop staff schedules within budget guidelines and under the General Manager's direction. Oversee staff workload during shifts to ensure smooth operations.
• Employee Performance: Regularly evaluate job performance of front office staff and provide constructive feedback and coaching.
• Cross-Department Communication: Maintain strong working relationships with other hotel departments to ensure seamless communication and operations.
• Key Control: Maintain master and floor level key control systems to ensure security and guest satisfaction.
• Room Status & Guest Satisfaction: Ensure accurate room status information is maintained, and any discrepancies are resolved promptly. Resolve guest issues efficiently and courteously.
• Group Management: Update group information, coordinate group requirements, and communicate needs to relevant departments.
• Room Inspections: Oversee guest room inspections to ensure high standards of cleanliness and quality.
• Budget Management: Operate within the front office budget, ensuring cost-effective practices and adherence to financial guidelines.
• Shift Handover: Receive and pass on relevant shift information to oncoming management staff, ensuring continuity in operations.
• Cash Handling & Auditing: Oversee the check-in and check-out process for cashiers, verify banks, and ensure proper cash handling procedures are followed. Conduct regular audits to ensure compliance with financial and operational policies.
• Regular Meetings & Audits: Hold regular staff meetings to address operational needs and conduct audits to ensure adherence to Crown brand standards and service level objectives.
• Hotel Operations Support: Assist with rate and inventory control, accounts receivable, advance purchase, and group functions. Support team uniform ordering and assist with any necessary functions in the absence of the General Manager or Director of Sales/Operations.
• Additional Responsibilities: Assist in any other tasks or projects needed to ensure the hotel’s smooth operation and success.

Job Requirements:

• High school diploma or equivalent; additional education in hospitality management preferred.
• Minimum of 1 year of front desk supervisory experience, with a preference for candidates who have at least 1 year of experience in hotel operations, cash handling, accounting, and administrative tasks.
• Must be available to work a flexible schedule, including weekends, emergencies, or when team members are unavailable.
• Proficient in basic computer skills, including word processing, and the ability to multitask effectively.
• Strong communication and interpersonal skills, with the ability to engage with a wide range of personalities.
• Excellent organizational and time management skills.
• Ability to perform physical tasks, such as walking, climbing stairs, kneeling, reaching, and lifting up to 20 pounds.
• Must maintain a high standard of personal hygiene and appearance.
• Ability to pass a 5-year criminal background check with no significant financial or legal issues.
• Ideal candidate should reside within a 30-minute commute from the hotel.

This position is essential to maintaining the daily operations of the hotel, ensuring a positive guest experience, and supporting the overall success of the business. The ideal candidate will have a strong background in hospitality management and a passion for providing exceptional service.