Assistant General Manager

Job Overview:

Provides guidance and leadership to the Resort, ensuring consistent compliance to

Hotel policies and quality customer service. Indirectly offers supervision for the entire

Hotel as well as making policies and developing plans for carrying out work programs.

Acts as General Manager in the absence of the General Manager.

Responsibilities and Duties:

Manage and motivate all front office personnel with the daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction. Disseminates feedback from comment cards, guest satisfaction and service failure measurements and coaches accordingly. Direct and supervise payroll/personnel records, as determined by Corporate office.

Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs front office staff in details of work. Observes performance and encourages improvement. Monitors Hotel traffic and makes staffing adjustments accordingly. Supervises and reviews cost and inventory controls.

Fields guest complaints, conducting through research to develop the most effective solutions and negotiate results. Prepares electronic and written correspondence to customers. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. remains calm and alert especially during emergency situations and heavy Hotel activity. Plans and implements detailed steps by using experienced judgment and discretion.

Prepares Forecast expenses and actual results for the Rooms Department. Reviews Security logs daily for significant incidents, reports to the General Manager, and coordinates with department heads all enforcement of policy and/or improvements in service needed.

Works closely with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the Hotel to ensure profitability and consistency.

Plans, organizes, chairs, and attends and/or participants in various Hotel meetings such as: Daily stand up, Staff Meeting, Safety Committee Meetings, etc.

Specific Job Knowledge and Skills

Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadline, negotiations of contracts of vendors, analytical ability and the planning, organization development and coordination of large-scale work projects.

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.

Complex mathematical skills and a considerable skill in using a calculator are required to prepare complex mathematical calculations without errors, such as budgets and forecasting

Ability to listen effectively and to speak English clearly.

Ability to be mobile for significant distances between and within buildings on the property.

Hearing and visual ability to observe performance and detect signs of emergency situations and respond with proper action.

Ability to read and communicate verbally and in writing and prepare complex occupancy reports.

Other Specific Requirements, Tasks and Expectations

• DAILY arrivals report review

• VIPs Handwritten Welcome Notes

• High ADR Rooms Handwritten Welcome Notes / Upgrades

• Past history (if any prior problems, upgrade, handwritten note)

• Verify Special Occasion and make appropriate amenity request

• DAILY guest feedback review

• Within 48-hours, respond to any negative reviews and provide resolution

• Report to GM the highlights (positive and negative including resolution)

• DAILY Property Revenue Update- are we on-track for forecast in F/B, Rooms, Misc Revs

• Make appropriate contact with GM if there is a shortfall or positive variance to the forecasted expectations.

• DAILY Property Walkthrough - prior to Standup/meeting

• May be with Executive Housekeeper and/or Engineering

• Note safety deficiencies

• Walk full property, including F/B

• Random Check of minimum 2 guest Rooms in arrival status

• Note and photo any work that needs to be done

• Verify condition of public areas

• TAKE ACTION ON FINDINGS IMMEDIATELY

• Adjusting lighting, music, cushions, furniture - indoors and out with the assistance of team on-duty

• Life/Safety items to be reported immediately to Engineering/Housekeeping as needed, with written documentation of findings

• DAILY - Throughout the day Review GM and Guest emails, follow-up with requests

• DAILY Check-in with each department head - in their department (in other words, walk the property again, and talk with each department head on-duty in OPS departments + Engineering)

• WEEKLY Payroll review

• Verify schedules are within forecasted expectations

• Review with accounting and/or HR for accuracy

• Meet with department heads to resolve missed punches/errors/overages (with plan for correcting overages, or description of the "why" to the GM)

• Sign off on Payroll (GM to sign off on final)

• DAILY Guest departures "Thank you"

• Interact with minimum of two guest departures

• inquire about stay

• graciously thank for compliments

• Immediately resolve any deficiencies with stay.

• DAILY Guest arrivals welcome

• Be present for arrival times in the main lobby to assist with guest welcome and "traffic management"

• Ensure Porte Co-chère and/or Lobby is immaculate

• Trash Emptied

• Drive cleared of debris/snow/ice

• Windows spotless

• Floor vacuumed/mopped

• Lobby and Porte Co-chère Flowers/Plants/Decoration in excellent condition

• Order or purchase appropriate floral arrangements for Lobby Area

• Personal phone call to minimum of two random guests to inquire about their stay

• DAILY Dress and Presentation of self and team (see attached)

• WEEKLY attend and participate in Resume meeting with OPS department heads.

• Assist Sales Team to ensure that operational service delivery is perfectly executed.

• WEEKLY attend and participate in Manager's / EC meeting

• Prepare agenda with HRD to be reviewed by GM in advance of

• Brief GM on topics

• MONTHLY attend and participate in Safety meeting

• Follow up on initiatives with department heads not in attendance

• AGM responsible for weekly checks of the property and assisting with rent collection.

• Building maintenance / Fire Alarms are Engineering Issues (when owned by the property - if the property is leased (as in Stowe), Maintenance/Engineering falls on the landlord).

• WEEKLY - Perform Inspection of Staff housing for Life/Safety/Cleanliness.

• Assist HR/Accounting with collecting rents

• Ensure (with HR) that every occupant has a current, signed lease.

• DAILY - Ensure proper leadership coverage of the property am/pmand ensure that high compression days are covered.

• ONGOING - Manage the PTO requests and schedules of Managersto ensure that vacation schedules do not result in under-coverage of leadership team

• DAILY meet with HRD to support any team member issues/concerns

• AGM along with HR should work in creating a strong and cohesive team

• GM with AGM delegates, supports and hold accountable department heads performance

• AGM CLSO Certified Lodging Security Officer and is responsible to submit Guest/Third Party General Liability incident reports - HR does all team member WC incidents.

• DAILY meet with PM Hotel Manager on-duty

• Brief on guests / special VIP arrivals

• Direct on any initiatives/projects that need to be followed-up on or completed.

• DAILY review PM Hotel Manager on-duty checklist, follow up as needed and carry information to stand-up

• AS NEEDED - Special Project support for GM

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Maintains open channels of communications for all levels (line employees through General Manager) and monitors employee relations.

Establishes and maintains positive civic, community, governmental and local business contacts.

Aids in establishing a positive relationship between Hotels and the property owners.

Ensures all required licenses, permits, contracts, insurance inspections, are in proper order, with the assistance of legal counsel and General Manager.

Insures the prompt and proper submission of all corporate, divisional and governmental reports required.

Surveys and performs property inspections on a daily basis by visually identifying areas of the Hotel for needed improvements such as guest rooms and public areas.

Qualifications:

Education:

College degree and/or any combination of education and experience that provides the required knowledge for the role performance.

Experience:

Minimum of two years hotel management experience.

Licenses or certificates:

No special licenses required.

Other:

Additional language ability preferred.

Salary: $85,000+ depending on experience.

Benefits:

We offer a comprehensive full-time benefits package consisting of medical, dental, vision, telemedicine, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accidental or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more!

Spire Hospitality is an equal opportunity/AA/Disability/Veteran employer.

The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster (https://www1.eeoc.gov/employers/poster.cfm) and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement (https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf)