Assistant General Manager

Olshan Properties•Columbus, OH

5h•$60,000 - $70,000•Onsite

About The Position

The Assistant General Manager is responsible for creating and maintaining a guest-driven hotel that exceeds guest expectations in Front Desk, Housekeeping, and Food and Beverage Operations. This role involves providing an atmosphere that inspires team members to perform at their best, overseeing the quality process to ensure guest satisfaction through consistent delivery of quality product and service, and aligning with the hotel's profitability goals while fulfilling guest value requirements. This is achieved through the daily execution of the Olshan Properties, Inc. Mission Statement.

Requirements

Knowledge of hotel operations, including marketing plans, security, and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, rehabilitation plans, budget forecasting, quality assurance programs, hotel law and the development of long-range planning.
Leadership skills to motivate and develop staff and to ensure the accomplishment of goals. Able to set priorities, plan, organize, delegate, and control.
Ability to read, write, speak listen effectively and understand the English language to communicate with management and staff – being persuasive, clear and to the point.
Written communication skills to be concise, well organized, complete, clear and understandable in order to formulate complex reports and communicate with the public, staff, corporate offices, and owners.
Ability to move throughout premises and visually inspect conditions including bending, stooping and reaching arms overhead.
Ability to work effectively under time constraints and deadlines.
Ability to travel to various sites on and off hotel property and continuously perform essential job functions.
Ability to remain stationary and concentrate on tasks for long periods of time.
Knowledge of Yardi Payable Systems.
Knowledge of Work Order system.
Protect employer’s privacy and data; keep passwords safe.
Knowledge of employee payroll system to manage digital schedules, timecards, etc.
Bachelor’s Degree or equivalent combination of education/experience.
Minimum of three years hotel management experience, preferably in all areas including front office and food & beverage.

Nice To Haves

CPR Certification and First Aid training preferred.
TIPS trained.
Servsafe preferred.

Responsibilities

Protect the financial assets of the hotel by ensuring Internal Audit standards are in place.
Lead sales effort of Food and Beverage outlets, promote marketing plans to achieve budgeted covers and average check tracking performance and modify as necessary.
Establish credit control with guests, monitor high balances and cash handling procedures.
Lead training of team members on PMS, Menu, steps of service, brand requirements etc. Build confidence by role playing and being present to support their learning.
Focus on training service standards and testing execution.
Work with Operation managers on each team members progress and together, develop a plan to continue improving confidence and delivering outstanding service.
Build a positive high energy culture that promotes excellence, team work, and open communication through bulletin boards, break room, department meetings, daily line-up, all team meetings, Olshan Outreach, birthdays and anniversaries etc.
Seek team member feedback to improve hotel and team member performance through annual team member survey, and daily interactions.
Recognize outstanding performers.
Strive to reduce turnover, evaluate why it’s happening and find ways to positively impact.
Actively participate in the day to day operation of hotel include checking guests in/out and supporting food and beverage service where needed.
Deliver on the Brand’s loyalty program and all other Brand initiatives / trainings.
Perform above the Brand Guest Satisfaction Scores(GSS) by monitoring guest feedback on Guest Satisfaction Surveys, Trip Advisor etc. track trends that surface. Utilize findings to put actions in place to eliminate future guest issues, recognize outstanding feedback, personally connect with guest’s complaints to come to a positive resolution.
Make sure excellent customer service is provided throughout all steps of reservation, check-in/out process and steps of service in food & beverage areas.
Build a culture where Elite members are recognized, find ways to surprise and delight our guests.
Ensure team is knowledgeable of the hotel, its amenities, Easton Town Center and area businesses.
Execute banquet event orders.
Be visible in the hotel during peak times connecting and building rapport with guests.
Step into operation roles at any Easton Hotel when necessary, lead by example.
Make sure property condition, cleanliness, and quality of product and service throughout the hotel meet expectations.
Ensure Brand Quality Inspections achieve outstanding results.
Ensure safety is a priority; team members are trained in life safety, emergency procedures, tips training, food safety and equipment is maintained etc.