Assistant General Manager

Crystal Creek Hospitality; Boston, Northern (MA, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Crystal Creek Hospitality is seeking an Assistant General Manager to direct hotel operations and lead guest and staff experiences in our Boston property. You will partner with the General Manager to implement standards, manage budget and safety, and ensure exceptional service daily.

You will supervise department managers, drive quality programs, coach employees, and ensure compliance with policies while maintaining profitability and a positive culture.

Qualifications

• Bachelor’s degree required.
• Five years' experience in book and recordkeeping or related hotel operations.
• Strong analytical and reasoning skills.
• Excellent verbal and written communication skills.
• Be an active team player and ability to collaborate across teams.

Responsibilities

• Directs and manages all hotel operational functions.
• Leads guest and employee experience in accordance with policies and laws.
• Act as General Manager in GM’s absence when requested.
• Hire, train and evaluate hotel employees.
• Ensure departmental labor standards and budget adherence.
• Provide oversight of guest service recovery and problem resolution.
• Maintain daily quality processes and effective internal communication.
• Foster diversity, equity, inclusion and belonging.

Skills

Leadership

Financial acumen

Guest service

Communication

Education

Bachelor’s degree

Job description

Description

ABOUT US

Crystal Creek Hospitality is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

OUR VALUES

We Engage and We Listen

We Care and We Own

We Provide and We Ensure

We Appreciate and We have Fun

JOB OVERVIEW

The Assistant General Manager directs and manages all of the Hotel’s operational functions and is responsible for all aspects of the guest and employee experience. This role is responsible for providing effective leadership to all in accordance with the organization’s policies and must ensure compliance with applicable laws and regulations. In addition, The Assistant General Manager acts as General Manager in the General Manager’s absence, as requested.

REPORTS TO

General Manager

DIRECT REPORTS

None

KEY RELATIONSHIPS

Internal: Marriott Courtyard Boston Department Managers, Crystal Creek Hospitality Corporate Finance Team Members

External: Local Vendors, Local Agencies, and Service Providers

ESSENTIAL JOB FUNCTIONS

• Ensures compliance with Crystal Creek Hospitality standards of product, quality, and operational performance
• Provides oversight and accountability for guest service recovery and problem resolution
• Reviews and evaluates feedback from guests both written and verbal, and the demonstrates the ability to proactively identify and respond to related opportunities and trends
• Thoroughly understand all duties of all staff and departmental functions
• Ensures the frequency and effectiveness of internal communication systems and practices
• Implements and manages daily quality processes including goal communication
• Plans, organizes, chairs, attends and/or participates in various meetings such departmental staff meetings, staff quality teams, staff celebrations and other staff events
• Maintains a felt presence at the Hotel and is visible and available at all hours
• Sets an example to all employees by demonstrating a commitment to company values and beliefs through work ethic, integrity, and respect
• Leads in a manner that fosters an environment of diversity, equity, inclusion, and belonging
• Provides visionary leadership and a perspective of optimism and action
• Is seen as a prominent leader in ensuring the excitement and effectiveness of hotel internal recognition programs
• Ensures employee development and succession planning
• Interviews, hires, trains, hotel employees and completes performance evaluations
• Maintains responsibility for hotel employee performance management including recommendations for discipline and/or termination when appropriate
• Communicates both verbally and in writing to provide clear direction to staff
• Ensures departmental labor standards are maintained and provides oversight and approval for overtime when necessary.
• Monitors all contracted work completed onsite.
• Provides oversight of departmental expenditures and authorizes any costs above and beyond budgeted and or anticipated amounts
• Oversees the hotel’s P&L process to ensure all receipts are accounted for in the correct month.
• Provides oversight for financial processes including budgeting, forecasting, expense line-item management
• Responsible for hotel safety and security and related systems, processes and procedures
• Conduct daily walks of the property to identify issues before they arise
• Works closely with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation to ensure profitability and consistency
• Performs any other job-related duties as assigned.

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands & work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The employee frequently is required to walk and climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their direct supervisor.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Requirements

ESSENTIAL QUALIFICATIONS

• Bachelor’s degree
• Five years' experience in book and recordkeeping,
• Strong analytical and reasoning skills
• Understanding of budgetary and fiscal responsibility
• Excellent verbal and written communication skills
• Excellent organizational and time management skills
• Excellent problem solving and conflict resolution skills
• Be an active team player and ability to collaborate across teams