Assistant General Manager | Courtyard, Boston Natick

CSM Careers • Natick, MA

12h • Onsite

About The Position

This position is responsible for overseeing the overall management and operation of the hotel. Uses leadership skills to drive revenue, maximize profit and ensure quality. Effective management of assigned staff to ensure achievement of overall revenue, financial results, guest satisfaction and positive employee relations. Assists and responds to guests in a friendly and positive fashion, while providing the highest level of service to the guest. Addresses guest needs and concerns in a proactive and effective manner. Sets a strong example for other associates through exemplary guest service. Works with the sales team to ensure needs of negotiated accounts and groups are met in an organized and effective fashion. Communicates the needs of clients as identified on Group Resumes and BEO’s to appropriate hotel staff. Comfortable in taking sales calls or performing walk in tours when necessary. Encourages Guest Services Associates to pass on leads and referrals to the Sales Team. Works with the General Manager to identify potential obstacles to exemplary service. Uses available tools and knowledge to suggest ideas to maximize guest satisfaction scores. Communicates results from guest satisfaction surveys with hotel team and addresses needs and trends that have been identified from the survey results. Works with hotel team to maintain guest satisfaction scores that are within the range deemed acceptable by the brand. Manages expenses according to budgeted/forecasted guidelines to maximize hotel profitability. Responsible for effective labor management of assigned departments through appropriate scheduling and monitoring of payroll. Adjusts expenditures according to fluctuating business needs in a timely manner. Utilizes the CSM procurement system effectively and adheres to the approved vendor network for purchasing. Assists with assigned accounting tasks with emphasis on following accounting procedures as outlined in CSM’s Internal Accounting Audit. Manages and maintains company assets to stay within budget guidelines and prolong the life of company resources. Responsible for assisting with the ongoing training and development of hotel associates and maintaining all necessary training records. Ensures the new hire training process effectively prepares new team members for their positions. Analyzes current training programs and adjusts as needed. Implements new CSM and brand training initiatives in a timely manner. Utilizes training resources effectively and ensures all training requirements are met. Responsible for effectively interviewing, hiring, coaching and developing hotel associates. Prepares and conducts annual employee reviews in a timely manner. Addresses performance issues accordingly and takes appropriate corrective action to hold employees accountable. Motivates hotel staff by setting goals, providing ongoing feedback and rewarding/recognizing employees.

Requirements

• 3 - 5 years of progressive hotel management experience required.
• Must be able to manage multiple hotel and corporate priorities in a fast-paced environment.
• Must be able to effectively communicate with all levels within and outside the organization.
• Must have the ability to effectively problem solve with all.
• Must possess strong leadership skills.
• High school diploma or GED required.
• College degree or equivalent experience required.

Responsibilities

• Overseeing the overall management and operation of the hotel.
• Driving revenue, maximizing profit, and ensuring quality through leadership skills.
• Managing assigned staff to achieve revenue, financial results, guest satisfaction, and positive employee relations.
• Assisting and responding to guests in a friendly and positive fashion, providing the highest level of service.
• Addressing guest needs and concerns proactively and effectively.
• Setting a strong example for associates through exemplary guest service.
• Working with the sales team to meet the needs of negotiated accounts and groups.
• Communicating client needs from Group Resumes and BEOs to appropriate hotel staff.
• Taking sales calls or performing walk-in tours when necessary.
• Encouraging Guest Services Associates to pass on leads and referrals to the Sales Team.
• Identifying potential obstacles to exemplary service with the General Manager.
• Suggesting ideas to maximize guest satisfaction scores using available tools and knowledge.
• Communicating guest satisfaction survey results and addressing identified needs and trends.
• Maintaining guest satisfaction scores within brand acceptable ranges.
• Managing expenses according to budgeted/forecasted guidelines to maximize hotel profitability.
• Managing labor effectively through appropriate scheduling and payroll monitoring.
• Adjusting expenditures according to fluctuating business needs.
• Utilizing the CSM procurement system and adhering to the approved vendor network.
• Assisting with accounting tasks, following outlined procedures.
• Managing and maintaining company assets within budget guidelines.
• Assisting with the ongoing training and development of hotel associates.
• Ensuring the new hire training process effectively prepares new team members.
• Analyzing and adjusting current training programs.
• Implementing new CSM and brand training initiatives.
• Utilizing training resources effectively and ensuring all training requirements are met.
• Interviewing, hiring, coaching, and developing hotel associates.
• Conducting annual employee reviews.
• Addressing performance issues and taking appropriate corrective action.
• Motivating hotel staff by setting goals, providing feedback, and rewarding/recognizing employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED