Assistant General Manager

CROWN HOTEL & TRAVEL MANAGEMENT LLC; Wilmington (DE); On-site; USD 40,000 - 44,000; Full time

Benefits offered by this job

Health Insurance (Medical, Dental and

Enhanced PTO

Paid Training

Fantastic Company Culture

Job summary

Crown Hotel & Travel Management, LLC is hiring a full-time Front Office Supervisor in Wilmington, NC to lead the front desk team, ensure guest satisfaction and uphold brand standards. You will train staff, monitor payroll, handle guest issues and collaborate with other departments to deliver smooth hotel operations.

Qualifications include prior front office supervisory experience, familiarity with OPERA or similar systems, and strong English communication.

Qualifications

• HS diploma or equivalent required.
• 1 year of customer service experience.
• Branded hotel experience preferred.
• Front office supervisory/management experience preferred.
• Knowledge of safety, security and hotel policies.

Responsibilities

• Hires, trains and supervises the front desk team and conducts performance evaluations.
• Maintains hotel standards set by brand and management company.
• Operates the hotel in the General Manager's absence.
• Assists with scheduling, payroll and accounts receivable tasks.
• Plans daily activities to meet guest service standards and coordinates with other departments.
• Monitors payroll budget and labor costs.
• Addresses guest complaints and researches solutions.
• Prepares and reviews front office reports and conducts staff meetings.

Skills

Front office supervision

Hospitality management

Customer service

IHG/OPERA experience

Branded hotel experience

English communication

Microsoft Word

Microsoft Excel

Team leadership

Education

High school diploma

Tools

OPERA PMS

Microsoft Word

Microsoft Excel

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Wilmington, NC, US

15 days ago Requisition ID: 1786

Salary Range: $40,000.00 To $44,000.00 Annually

Embark on an exciting hotel career with Crown Hotel & Travel Management, LLC. From hotel management jobs to front-line interaction with hotel guests and important behind-the-scenes hospitality jobs, Crown Hotel & Travel Management, LLC offers a variety of opportunities for job growth and exciting careers in the hospitality industry.

Full Time

• Health Insurance(Medical, Dental and Vision)
• Enhanced Paid Time Off (PTO) Plan
• Paid Training
• Fantastic Company Culture

Responsibilities:

• Hires, trains and supervises hotelteam, with particular attention to the front desk agents, conducts performance evaluations and coaches and counsels associates
• Maintains all hotel standards set forth by the brand and the management company.
• Successfully operates the hotel in the General Managers absence.
• Assists with scheduling, billing and some accounts receivable responsibilities.
• Plans, organizes, assigns and coordinates the daily activities and any special projects for the staff to ensure compliance with the Hotel’s guest service standards.
• Regularly monitors the payroll budget to ensure labor costs are aligned with the forecast
• Fields Guest complaints, conducting through research to develop the most effective solutions.
• Listen and extend assistance in order to resolve problems such as rate conflict or facilities issues.
• Inputs and retrieves information from the computer system for file maintenance, correspondence and preparation of all Front Office reports.
• Regularly conducts Front Office staff meetings for the purpose of keeping the staff informed, providing training and to create a positive work environment.
• Attends the Hotel staff meeting and coordinates with other department heads to ensure smooth operation.
• Establishes and maintains policies and procedures for the Front Office and interprets company policy for employees and enforces safety regulations.
• Assigns duties and shifts to the staff and observes performances to ensure adherence to Hotel policies and established operating procedures.
• Confers and cooperates with other department heads to ensure coordination of activities.
• Answers inquiries pertaining to Hotel services; registration of guests; and shopping, dining, entertainment, and travel directions.
• Receives and processes advance registration payments.
• Meets and personally greets VIP Guests, whenever possible.
• Conducts performance evaluations and coaches and counsels all associates when necessary.
• Issues verbal and written instructions to the hotel team through guidance from the General Manager.
• Reviews the group resumes, event schedules and daily reports to ensure proper staffing of the hotel.
• Prepares the weekly schedule and makes modifications, by regularly monitoring the house count and making adjustments accordingly to meet the needs of business.
• Reviews, revises and approves daily payroll reports as needed.
• Documents and submits a work order to report items that need to be repaired and follows up with the Maintenance Department accordingly.
• When necessary performs the duties of his/her subordinates.

Qualifications and Skills

• IHG and/or OPERA experience is highly recommended
• Previous front office supervisory and/or management experience in a hotel setting is highly recommended.
• 1 year of customer service required
• Branded hotel experience required
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to use a moderately complex computer system.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Must have knowledge of policies and procedures as they relate to safety and security of guest and Hotel property.
• The ability to effectively deal with employees and customers some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
• Excellent organizational skills
• Ability to read, listen and communicate effectively in English.
• Able to write reports, correspondences, memos and employee performance evaluations
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume by applying basic math skills.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• To perform this job successfully, an individual should have knowledge of Microsoft Word processing software and Excel spreadsheet software.
• Meets legal age requirements for the position.
• Driver's License Required
• High school diploma or equivalent
• Must have basic working knowledge of a computer including word and be able to handle multiple tasks at one time
• Must have excellent communication and interpersonal skills with the ability to interact with many types of personalities
• Must display very good organization and time management skills
• Must be able to walk and climb/descend stairs approximately 20% of the time
• Must be able to frequently kneel, reach, crawl, and twist torso as needed to accomplish required tasks
• Must be able to regularly lift and carry up to 20 pounds without assistance
• To always maintain a high standard of personal hygiene and appearance