Assistant General Manager

Innisfree 62s; United States; On-site; USD 50,000 - 70,000; Full time

Job summary

Innisfree Hotels is seeking an Assistant General Manager at The Flamingo Hotel and Tower to assist in daily operations, ensuring a positive work environment and fostering customer loyalty.

The ideal candidate will have a degree in Hospitality Management or Business Administration and at least 3 years of customer service experience. Responsibilities include welcoming guests, resolving conflicts, and overseeing hotel inspections and staff performance.

Qualifications

• Minimum 3 years of customer service experience, preferably in hospitality.
• Excellent English communication skills.
• Strong attention to details and ability to multi-task.

Responsibilities

• Assist the General Manager in daily operations.
• Welcome guests and resolve conflicts calmly.
• Conduct routine inspections of the hotel public areas.

Skills

Customer service skills

Ability to work independently

Team player

Attention to details

Multi-tasking

Education

Degree or diploma in Hospitality Management or Business Administration

Job description

Innisfree Hotels is an inclusive workplace that fosters a culture of care where employees genuinely matter, and their voices are heard.

Location: The Flamingo Hotel and Tower

Assistant General Manager – Responsibilities

• Always approaches all interactions with guests and employees in a friendly and service-oriented manner by maintaining a positive demeanor.
• Promotes a positive and caring work environment by addressing and resolving any conflict in a calm and poised manner.
• Welcomes guests and fosters customer loyalty through his/her friendly manner.
• Assists the General Manager in his day-to-day operations.
• Always remains readily accessible to guests and employees.
• Makes reservations and handles check-in and check-out of guests as needed.
• Checks the guest service log upon arrival for the day, noting any guest requests, complaints, and significant events that may require attention.
• Be aware of the availability of rooms at the hotel on any given day to ensure revenue is maximized.
• Acts as Concierge, Bellman, Valet, Shuttle driver, Housekeeper and problem solver as needed.
• Monitors all no-show charges, researches credit card discrepancies and processes chargebacks.
• Conducts routine inspections of the public areas of the hotel daily, weekly, and monthly, recognizing and correcting any potential safety hazards and addressing cleanliness issues.
• Ensures property, grounds, physical plant and work areas are maintained to standard.
• Solicits guest feedback regarding hotel services and facilities and takes corrective action to solve any deficiencies.
• Monitors the Guest feedback on TripAdvisor, OTA's, etc., and the hotel's GSTS and RSTS surveys.
• Receives and resolves or assists the General Manager in resolving guest complaints and service recovery processes.
• Reviews employee performance and conducts disciplinary actions and terminations.
• Maintains accurate records including cash flows sheet, guest floor limit, AR ageing reports, Direct billing, etc.
• Investigates, reports, and coordinates all hotel accidents that are employee- and guest-related.
• Assists in the selection and continuous training of staff to provide high quality service to guests.
• Counts all banks and immediately reports discrepancies to the General Manager.
• Inspects guestrooms, provides feedback to housekeeping and maintenance departments.
• Updates availability information in the Property Management System as required.
• Assists in evaluating the performance of all employees.
• Day-to-day management responsibilities including scheduling, motivating, assigning activities, training, and policy and procedural assessment.
• Covers shifts of all departments as scheduled by the General Manager.
• Ensures hotel staff is provided with uniforms and name tags, and upholds property grooming standards.
• Maintains contact lists for all staff, vendors, and any emergency situations.
• Prepares and processes invoices for all departments.
• Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies, and knowledge of the local area and events.
• Has a good knowledge of all systems and standard operating procedures of Front Office.
• Ensures that guest documentation and information is available and up to date.
• Performs any other duties as assigned by management.

Qualifications

1. Degree or diploma in Hospitality Management, Business Administration, or related field.
2. Minimum 3 years of customer service experience required; hospitality industry preferred.
3. Should be able to work independently and with minimum supervision.
4. Excellent customer service skills.
5. Ability to read, write, and speak effectively in English in order to communicate with guests and team members.
6. Have a strong attention to details.
7. Must be able to multi-task.
8. Must be a team player.