Assistant General Manager

Homewood Suites by Hilton Polaris; Portsmouth (NH); On-site; USD 55,000 - 85,000; Full time

Job summary

Baywood Hotels Inc. seeks a Hotel Operations Manager to oversee guest service operations across front desk, transportation and breakfast services. You will assist the General Manager with administrative reporting, staff training and overall service quality for the hotel(s).

The role requires at least 2 years of hotel management experience, a hospitality degree, and a valid driver’s license. Bilingual in Spanish and English is preferred to cater to diverse guests.

Qualifications

• Bachelor’s degree in hospitality or related field
• Minimum of 2 years hotel experience
• Minimum of 2 years management experience, including 1 year in Hospitality Management
• Brand Certifications preferred
• Valid driver’s license

Responsibilities

• Manages front desk, transportation, and breakfast service to ensure exceptional guest experience
• Supports General Manager with administrative reporting and training
• Interviews, hires, on-boards and trains associates
• Monitors payroll and staffing to meet budgeted guidelines
• Conducts daily huddles and departmental meetings for coordination
• Maintains associate files and performance evaluations
• Represents Baywood Ambassadors by maintaining professional image and guest relations
• Coordinates group arrivals and special guest requests

Skills

Bi-lingual (Spanish & English)

Effective communication

Multitasking

Team motivation & leadership

Adaptability to Brand standards

Information synthesis & action

Education

Bachelor’s degree in hospitality or related field

Tools

Microsoft Office (Excel, Word)

Hotel PMS system

Job description

This job description reflects management’s assignment of essential functions; and nothing in this herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Summary

Ensures guests receive exceptional service through management of guest service operations, including front desk, transportation, and breakfast service. Supports General Manager in administrative reporting, training and overall service of hotel(s).

Job Duties

• Interviews, selects, on boards and train associates
• Motivates staff through positive reinforcement, and leading by example
• Maintains associate files, ensuring all documents are current and accurate.
• Performance evaluations are conducted in a timely manner.
• Monitors associate time records, correcting any errors found. Obtains necessary authorization for corrections made, and file all payroll related documents in the appropriate secured location
• Prepares weekly schedule and monitors payroll to ensure adherence to established budgetary guidelines.Ensures proper staffing to service business demands. Provides coverage as required
• Administers progressive discipline, following company guidelines
• Administers associate check ins. (Performance quarterly check ins)
• Attends required meetings and training, such as revenue management, safety, budget, sales and regional operations
• Conducts departmental and other required meetings for which s/he is responsible, daily huddles to ensure interdepartmental communication and coordination of mutual goals
• Ensures that established back-up procedures (reports, equipment, etc.) are in place
• Ensures that all departmental policies and procedures are adhered to
• Implements and maintains Baywood and Brand promotional programs/procedures
• Monitors guest arrivals, ensuring special requests are met. Coordinates group arrivals and departure when needed
• Monitors room inventory and status, ensuring the proper room type is available upon guest arrival
• Ensures a professional image (physical appearance, demeanor, and verbiage used) is portrayed at all times by associates under his/her supervision.
• Monitors cleanliness and neatness of departments for which s/he is responsible.
• Monitors inventory of operational supplies, placing orders in a timely manner.
• Ensures proper communication within department by use of meetings, notice boards, log books, memos, etc
• Communicates with other departments, therefore promoting a seamless operation.
• Ensures that all equipment is maintained properly. Inspects shuttle van and other equipment.
• Monitors market operations, i.e. cleanliness, merchandising, and inventory. Places orders in a timely manner.
• Monitors pantry inventory and purchases, ensuring that food supplies are always in stock
• Provides input during the preparation of the annual budget
• Conducts daily inspections of guest rooms to ensure housekeeping is meeting/exceeding cleanliness standards
• Conducts bi-weekly property inspections and approves action plans to include time table to resolve problems
• Reviews the guest credit report, addressing any issues
• Reviews passenger logs, driver safety checklists and preventative maintenance logbook to ensure that shuttle van is operated within established guidelines (where applicable)
• Operates the shuttle van, when needed (where applicable)
• Reviews departmental checklists, conducting random audits to ensure that tasks are completed as required
• Monitor departmental expenses, including payroll, keeping costs at or below budgeted guidelines for all departments
• Participates in safety initiatives and is an integral part of the Safety Committee.
• Completes incident reports, taking appropriate action. Notifies appropriate parties
• Performs role of Manager on Duty as needed
• Participates in the BEAR activities and other company sponsored community service and fundraising events.
• Involved in social events/receptions and meet brand and company standards
• Additional duties may be added at any time at the discretion of management.

Consistently models the behavior of a ‘Baywood Ambassador’ who:

• Maintains a professional image, including physical appearance, verbiage, and body language, at all times.
• Warmly greets both guests and coworkers (using the 10/5, first & last rule) every time they come in contact.
• Actively listens to guests and associates, responding appropriately to their questions and/or concerns. Seeks guidance and/or assistance from others to ensure satisfaction.
• Fosters teamwork by offering assistance to others, as needed.
• Continuously monitors the surroundings at work, in order to identify any cleanliness, safety, security, or building upkeep issues.Reports discrepancies to the proper department.
• Contributes to a safe work environment by following proper safety guidelines in matters of attire, utilizing protective gear, and following safety procedures.
• Recommends other Baywood properties to our guests, when appropriate.
• Makes a genuine effort to identify and seize each golden opportunity to ‘WOW the guest!’ demonstrating our motto ‘It’s Better at Baywood!’

Skills/Qualifications

Education:

• Bachelor’s degree in hospitality or related field, however skills/knowledge gained through on-the-job training and previous experience may substitute for degree

Certifications / Licenses:

• Brand Certifications preferred
• Must have a valid driver’s license, in good standing (if property operates a shuttle van).

Experience:

• Minimum of 2 years hotel experience
• Minimum of 2 years management experience, of which 1 year is in Hospitality Management.

Additional Skills:

• Bi-lingual (Spanish & English) preferred
• Proficient in Microsoft Office® (Excel, Word)
• Proficient in the hotel’s Property Management System preferred
• Ability to communicate effectively, both written & oral
• Ability to multitask
• Ability to motivate and lead a team
• Ability to obtain information from various sources, quickly analyze the issue and provide a responsible course of action.
• Ability to operate standard office equipment, including: computer, copier, & printer
• Ability to safely operate a passenger shuttle van
• Ability to perform job duties of all positions within the department
• Ability to learn and adhere to Brand & Baywood Hotels’ standards
• Ability to take information from various sources and determine a responsible course of action
• Ability to understand interdepartmental relationships
• Ability to operate office equipment and industry specific software (PMS)
• Ability to remain calm during stressful situations

Physical Demands

• Walking and Standing: 100% (Must be able to stand for the entire shift, usually 8 hours)
• Sitting: Rarely
• Bending, Stooping, Reaching: Occasionally
• Lifting, Push/Pull: 40 lbs infrequently
• Driving: Rarely
• Traveling: None

Environmental Conditions:

• Inside: Protection from weather conditions but not temperature changes
• Outside: Rarely