Assistant Manager/Supervisor

Hampton Inn & Suites Marshfield; Marshfield (WI); On-site; USD 42,000 - 56,000; Full time

Job summary

Hampton Inn & Suites Marshfield is seeking an Assistant Manager/Supervisor to support the General Manager in daily hotel operations and guest service excellence. The role oversees guest services, staff training, and departmental coverage in the manager's absence, while helping manage budget, occupancy, and guest satisfaction goals.

Responsibilities include supervising front desk duties, handling guest requests, and reviewing financials and inventories to ensure seamless property performance.

Qualifications

• Hospitality Management experience (Preferred) or 2 years of hospitality experience in a progressive role or a Two to Four-year college degree.
• Read, write and speak English.
• Neat, well-groomed appearance including wearing the proper uniform and name tag when working (per brand standards).
• Ability to work a flexible schedule, including weekends and holidays.
• Knowledge of proper telephone etiquette.
• Ability to understand and adhere to proper cash and credit card handling policies.
• Knowledge of the surrounding area and events.
• Ability to communicate with hotel staff, guests, and management in a professional manner.

Responsibilities

• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Maintains a high level of professional appearance and demeanor.
• Maintain the highest level of confidentiality in all areas.
• Demonstrate the ability to multi-task, be detail-oriented and be able to problem-solve, to effectively deal with internal and external customers.
• Handle and resolve guest complaints professionally and courteously, through effective listening and clarifying issues raised by guests.
• Oversee meeting room scheduling, billing, and setup if applicable.
• Review arrivals daily, weekly, and monthly assisting the General Manager with rate recommendations and demand forecast.
• Motivate, train and develop staff members in all areas of the property.

Skills

Customer service

Communication

Leadership

Problem-solving

Multi-tasking

Training staff

Cash handling

Office software

Education

Hospitality management experience

2+ years hospitality progressive role

Two to Four-year college degree

Tools

Microsoft Office

Job description

Purpose of Position: Assistant General Managers are responsible for ensuring that all staff members are providing outstanding guest service during their stay, and supporting the General Manager in all areas of day‑to‑day operations. Primary responsibilities include: Welcomes and registers hotel guests, providing exceptional service during all stages of the guest stay. Oversees the guest services department, providing training and development to all staff. Ability to oversee operational departments in the absence of management presence, acting as the manager on duty as scheduled. Responds to a wide variety of guest requests and comments. Openly communicates with the General Manager, offering ideas and support in achieving the goals of the property including a budget, revenues, occupancy, guest satisfaction, and staffing.

Essential Functions:

• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Maintains a high level of professional appearance and demeanor.
• Maintain the highest level of confidentiality in all areas.
• Demonstrate the ability to multi-task, be detail-oriented and be able to problem-solve, to effectively deal with internal and external customers.
• Handle and resolve guest complaints professionally and courteously, through effective listening and clarifying issues raised by guests.
• Demonstrate good communication skills and convey information and ideas.
• Ability to perform basic math, and understand financial information.
• Recognize and take action on any safety or loss prevention incidences that may cause damage, injury, or other liability to individuals or company property. Implement all company policies and procedures for safety and security.
• Complete training in all areas of security, alcohol, and health and safety. Ensuring that all OSHA, State, and Federal guidelines for chemical, fire, health, and safety are being followed. Keeping safety in mind in all things.
• Understands daily, weekly and monthly paperwork and reporting requirements and can complete them in the absence of the General Manager.
• Review and understand the profit and loss statement.
• Review all ledgers daily, including guest ledger, direct bill ledger, and deposit ledger.
• Code and submit accounts payable to the General Manager for approval weekly, as applicable.
• Review weekly group reservations for pick-up and cut-off dates.
• Participates in all staff meetings, including the daily stand-up, monthly staff meetings, and annual training. Conducts meetings if applicable.
• Oversee meeting room scheduling, billing, and setup if applicable.
• Review arrivals daily, weekly, and monthly assisting the General Manager with rate recommendations and demand forecast.
• Motivate, train and develop staff members in all areas of the property.
• Scheduling, supervising employees.
• Approve payroll if applicable.
• Provides excellence in guest service and monitors guest satisfaction and makes corrections in areas of opportunity and follows up with all staff members creating a culture of service excellence.
• Complete monthly inventory, make recommendations for orders, ensuring that inventory levels are adequate for occupancy forecast and within budget.
• Work with other departments to ensure room status is up-to-date and room repairs are done on a timely basis.
• Uses persuasive selling techniques to sell rooms and promote all marketing programs.
• Oversee and operate all front desk responsibilities including, but not limited to; greeting guests, performing guest transactions, balancing reports, cash control, and deposits, proficiently processing reservations and credit cards. Operate phone system, TDD equipment. Effectively communicate using shift logbook and shift reports. Operate basic office equipment.
• Understands, communicates and updates, hotel policies relating to cancelation, extended stay, room types and rates, late check-outs, early arrivals, and special requests.
• Responsible for key control. Issues and receives both room keys and master keys.
• Process all lost and found items according to policy.
• Have complete knowledge of property management systems and the ability to train staff effectively. Knowledge of how to operate computer equipment, including Microsoft Office suite.
• Participates in and supports a positive, enjoyable work environment.
• Holds an understanding of hotel products and services (i.e., food and beverage, recreation)
• Performs other duties as assigned.

Position Assistant Manager/Supervisor

Position Requirements

Mandatory Job Requirements

• Ability to communicate with hotel staff, guests, and management in a professional manner.
• Knowledge of the surrounding area and events.
• Knowledge of proper telephone etiquette.
• Ability to understand and adhere to proper cash and credit card handling policies.
• Ability to work a flexible schedule, including weekends and holidays.
• Read, write and speak English.
• Ability to learn safety, emergency, and accident prevention policies and procedures.
• Neat, well-groomed appearance including wearing the proper uniform and name tag when working (per brand standards)

Accountability

• Payroll hours are kept within budget.
• Follow all state and federal guidelines including OSHA Hazardous Communication Training.
• Front desk/Housekeeping training completed within the acceptable time frame, as required by the brand.
• Maintains a high level of Quality, Service, and Cleanliness.
• Maintains smooth operation and staffing throughout the property.
• Communicates openly with direct supervisor.
• Maintain a high level of quality, service, and cleanliness keeping guest survey scores within an acceptable range.

Experience or Training Required

• Hospitality Management experience (Preferred) or 2 years of hospitality experience in a progressive role or a Two to Four-year college degree.
• Detail-oriented

License or Certification Required

Valid driver’s license

Marginal Job Functions

• Cleaning guestrooms and lobby and public areas as needed.
• Restocking front desk supplies.
• Help with laundry, as needed.
• Deliver cribs, towels, or other items to guestrooms as requested.
• Perform light maintenance duties.
• Restock, inventory, and sell guest marketplace and pub if applicable.

Physical Demands

• Stand, walk; use hands and fingers to handle, or feel, for long periods, up to 8 hours at a time. Reach with hands and arms.
• Frequently repeat the same movements, including frequent keyboarding.
• Understand the speech of other people, and speak clearly so others can understand.
• Read and see details.
• Lift up to 10 pounds occasionally, lift up to 35 pounds from time to time.
• Stoop, kneel, twist or crouch occasionally.

Environmental Conditions

The job is considered inside, the employees will spend 75% or more of their time inside. Must be able to work effectively in a stressful environment, communicate well with others, effectively deal with guests and accept constructive criticism.

Must be able to change activity frequently and cope with interruptions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The essential functions of this job are described above. The job requirements and features are subject to change from time to time due to the then-current needs and requirements of the Company and/or the hotel.

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Category Management

Exempt/Non-Exempt Non-Exempt

Full-Time/Part-Time Full-Time

Location Hampton Inn & Suites Marshfield

Post Internal Days 90

References

Shift Various Shifts

Division Hampton Inn & Suites Marshfield

This position is currently accepting applications.