Assistant General Manager

Embassy Suites by Hilton Knoxville Downtown; Knoxville (TN); On-site; USD 42,000 - 56,000; Full time

Job summary

Kana Hotel Group seeks a proactive hospitality supervisor to lead frontline teams and uphold brand standards in Knoxville. You will conduct staff meetings, implement service programs, handle guest feedback, and support daily hotel operations to maximize guest satisfaction and revenue.

Your role requires 1-2 years in hospitality, strong communication, and the ability to multi-task across shifts, weekends, and holidays. You will collaborate with management to maintain service excellence.

Qualifications

• 1-2 years hospitality experience required.
• Bachelor's degree in business or related discipline preferred.
• Supervisory experience strongly preferred.
• Exceptional customer service and relationship-building skills.
• Ability to multi-task and work across shifts.
• Willingness to work weekends and holidays.
• Proficient with common computer software.

Responsibilities

• Conduct employee meetings and ensure staff are informed of policies and brand standards.
• Inform team of new programs to improve guest satisfaction and operational excellence; respond to guest complaints timely.
• Assist with inventory management to maximize room revenue and meet budgeted targets.
• Organize and prepare accounts payable/receivable; deposits.
• Input direct bill into system and maintain timecard accuracy.
• Create a positive and safe environment for employees and guests.
• Monitor and lead guest service team; resolve guest complaints.
• Train team members on brand standards and schedules.
• Ensure high associate morale by recognizing staff meeting guest expectations.
• Assist with staffing needs including interviewing and onboarding.
• Conduct regular hotel walkthroughs and report issues to GM.
• Maintain flexible scheduling to cover business needs and events.
• Collaborate interdepartmentally to drive efficiency.
• Assist with audits and implement improvements as needed.

Skills

Customer service

Effective communication

Relationship building

Multi-tasking

Education

Bachelor's degree in business or related discipline

Job description

Kana Hotel Group'smission is to be one of the most admired and service quality driven hotel companies in the industry. We will accomplish our goal by creating an atmosphere of friendly employee behavior and delivering the highest quality service and value to our guests.

From our Team Members to our General Managers and Regional Support team, we seek people who have a passion for the hospitality business and want to grow with us. Most of our existing leadership team members have been promoted from within the company.As a member of our team, you will be expected to contribute your talents and energies to improve the environment and quality of the company, as well as the company's services. In return you will be given opportunities to grow and advance in your career.

Primary Responsibilities

• Conduct employee meetings and ensuring that the employees are kept informed of policies, department procedures, and brand standards
• Informs team members of new programs that result in an increased level of guest satisfaction and operational excellence. Receives and responds to guest complaints in a timely manner.
• Assist with inventory management to maximize all potential room revenue and ensure that budgeted room revenues are met.
• Organize and prepare accounts payable/receivable; deposits
• Input direct bill into system
• Generate an atmosphere that provides a positive and safe environment for all employees and guests
• Monitor and lead the guest service team members; Conflict resolution for guest complaints
• Monitor and train team members on brand standards
• Create and communicate scheduling for team members
• Ensure high associate morale by rewarding team members who meet or exceed guest expectations.
• Involved with staffing needs for interviewing, screening, hiring, employee relations, etc.
• Conduct regular walk throughs at hotel for various shifts and document issues to address with GM
• Maintain a flexible schedule to cover various business needs in the event of team member absenteeism, guest events, etc.
• Interdepartmental teamwork to ensure efficiency
• Timecard maintenance for Guest Service Representatives
• Ensuring satisfactory scores with brand by preparing for audits, evaluating results, and collaborating with management and team with necessary improvements
• Other duties as assigned

Education/Experience

• 1-2 years previous Hospitality experience required
• Bachelor's degree in business or related discipline preferred
• Supervisory experience strongly preferred
• Exceptional Customer Service
• Relationship Building
• Effective Communication
• Ability to multi-task
• Availability to work all shifts, weekends, and holidays, based on business needs
• Ability to learn and utilize various computer and software applications

Our company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.