Assistant General Manager

Huntington Hotel Group•Sunnyvale, CA

16d

About The Position

The Assistant General Manager manages hotel departments and supports total guest satisfaction by providing associates with knowledge, support, and guidance. The role is responsible for hiring, training, and developing associates, with emphasis on GSS and AOS, and ensuring compliance with policies, standards, procedures, and regulations. The Assistant General Manager accommodates guest needs, performs department functions, and assists the General Manager and corporate office in maintaining operational efficiency. The position oversees the smooth and professional operation of all departments, supports staffing and labor needs, and acts as the on-site human resources representative. It monitors guest satisfaction, brand standards, costs, payroll, cash handling, audits, and controls; coordinates with department heads and the sales team; and responds to guest-care issues. The role requires visibility and accessibility throughout hotel operations, including during high-traffic periods and extraordinary events.

Requirements

Ability to communicate verbally and effectively with guests and associates.
High level of professionalism.
Flexibility and willingness to do what is needed to get the job done.
Well-presented and well-groomed, and able to conform to the hotel dress code.
Ability to multitask in a fast-paced environment.
Commitment to guest satisfaction.
Ability to manage multiple properties.
Personable, with good people skills and a strong hospitality orientation.
Good organizational and communication skills.
Strong attention to detail.
Familiarity with state laws.
Ability to handle cash responsibly and prepare deposits.
Ability to read and understand guest folios and troubleshoot transaction discrepancies.
Ability to work across hotel departments and cover hourly vacancies as needed.
Ability to see well enough to read reports, drive, and use a computer.
Ability to hear well enough to communicate by phone and in person.
Ability to move between departments and stand for prolonged periods.
Ability to climb four flights of stairs and stoop or kneel for short periods.
Ability to lift up to 25 pounds.
Ability to write, type, and use a phone system.

Responsibilities

Manage a multicultural staff and lead in a manner that embraces diversity and handles disciplinary matters sensitively.
Ensure brand standards, policies, procedures, and regulations are followed across departments.
Know emergency plans, respond appropriately, report unusual occurrences, and submit incident reports to the General Manager or Regional Manager.
Initiate and maintain associate recognition programs.
Assist the General Manager with weekly HOD meetings; attend monthly department meetings and participate in forecast and sales-strategy meetings when needed.
Be visible in guest areas during high-traffic periods to support front office associates and kitchen attendants.
Develop action plans to meet AOS and GSS goals, including the stated targets of 88% Quality of Life at Work and 92% Overall Satisfaction.
Prepare departments for QA by following brand standards and keeping up with resource-library revisions.
Assign and carry out MOD shifts.
Process payroll, monitor associate punches, balance and enter PTO hours, and understand designated paid company holidays.
Act as the on-site human resources representative and remain familiar with state laws.
Maintain the validity of permits, certificates, and licenses.
Represent the company and brand professionally and courteously.
Handle cash responsibly and prepare deposits by the close of business each day.
Communicate daily audits and controls to department heads and supervisors.
Initiate and follow up on tasks that improve procedures and guest satisfaction.
Troubleshoot system problems and operate the system manually when needed.
Read and understand guest folios; investigate discrepancies from previous shifts and correct them.
Balance daily transactions and transmit figures to corporate headquarters.
Respond to and follow up on assigned customer-care issues.
Protect the confidentiality of user log-ons and ensure users log out when leaving the area.
Train and develop associates, ensuring daily training in technical, hospitality, communication, management, and organizational skills.
Lead by example by providing high-quality service and hospitality to customers.
Cover hourly vacancies and labor shortages as needed, including roles such as room attendant, houseman, laundry attendant, breakfast attendant, bartender, front desk agent, and night auditor.
Use empowerment to make decisions that support total customer satisfaction.
Control costs to meet budget guidelines and maintain controls for controllable costs and labor hours.
Remain identifiable and accessible; respond to email and voicemail within two hours during regular office hours.
Know hotel facilities and their hours of operation.
Create memorable guest check-in and check-out experiences to encourage repeat visits.
Ensure all departments operate smoothly, efficiently, and professionally, and that procedures and policies are in place and followed.
Conduct audits and controls regularly and communicate irregularities to accounting.
Coach and counsel associates when appropriate.
Promote communication among departments and inform relevant employees about daily operations and events.
Be familiar with sales strategies and communicate daily with the sales team.
Know frequent customers and their special requests, and delegate to ensure their needs are met.
Be highly visible during extraordinary events.