Assistant General Manager

Property Management•Baltimore, MD

About The Position

The Assistant General Manager is responsible for ensuring the efficient operations of the Front Desk, Housekeeping, and Engineering Departments. They are committed to provide all guests with quality service and a clean and safe environment throughout their stay, while effectively managing expenses and maximizing service levels. Additionally, they will assist and support front of the house operations as needed. Respond to all guest requests, complaints and/or accidents presented at the Front Desk or through reservation, comment cards, letters and/or phone calls in an attentive, efficient, and courteous manner. Follow-up to ensure guest satisfaction. Maximize room revenue and occupancy by reviewing status daily. Ability to analyze variances, monitor credit card report and maintain close observation of daily house count. Prepare team member schedules according to business forecast, payroll budget guidelines and productivity requirements. Have effective interviewing skills and ability to recruit team members. Operate all aspects of the front office system, including software maintenance, report generation and analysis, and simple programming. Be knowledgeable about the accident prevention program, including safety committee, education/enforcement, and communication of safety issues through department meetings. Be able to effectively investigate, report and follow-up on employee and guest accidents.

Requirements

Efficient operations of Front Desk, Housekeeping, and Engineering Departments.
Quality service and a clean and safe environment for guests.
Effective expense management and service level maximization.
Support of front of the house operations.
Attentive, efficient, and courteous response to guest requests, complaints, and accidents.
Guest satisfaction follow-up.
Room revenue and occupancy maximization.
Analysis of variances, credit card report monitoring, and daily house count observation.
Team member scheduling based on business forecast, payroll budget, and productivity.
Effective interviewing and recruitment skills.
Operation of front office system (software maintenance, report generation/analysis, programming).
Knowledge of accident prevention program (safety committee, education/enforcement, communication).
Investigation, reporting, and follow-up on employee and guest accidents.

Responsibilities

Ensuring the efficient operations of the Front Desk, Housekeeping, and Engineering Departments.
Providing all guests with quality service and a clean and safe environment throughout their stay.
Effectively managing expenses and maximizing service levels.
Assisting and supporting front of the house operations as needed.
Responding to all guest requests, complaints and/or accidents in an attentive, efficient, and courteous manner.
Following up to ensure guest satisfaction.
Maximizing room revenue and occupancy by reviewing status daily.
Analyzing variances, monitoring credit card report and maintaining close observation of daily house count.
Preparing team member schedules according to business forecast, payroll budget guidelines and productivity requirements.
Recruiting team members.
Operating all aspects of the front office system, including software maintenance, report generation and analysis, and simple programming.
Being knowledgeable about the accident prevention program, including safety committee, education/enforcement, and communication of safety issues through department meetings.
Effectively investigating, reporting and following up on employee and guest accidents.