Assistant General Manager

MCR • Minneapolis, MN

15h • Onsite

About The Position

The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests. This role focuses on achieving Happy Guests, Spotless Cleanliness, Product Consistency & Quality, and Teamwork. The Assistant General Manager will provide daily supervision, including walks of guest rooms and public spaces to ensure friendly service, cleanliness, and proper functioning of mechanical equipment. They will verify daily room inspections and adherence to cleanliness standards. The role involves training new team members on service and checklist expectations, managing shifts to ensure guest needs are met, and supervising during peak check-in/check-out and meal periods. The Assistant General Manager is also responsible for fostering a positive culture, assisting with inventory management, supporting new team member onboarding, overseeing time clock punches, completing daily summary and night audit processes, and managing reporting. They will ensure adherence to the correct purchase order process, submit invoices through the approved system, and make purchases only through MCR approved vendors. Quality assurance, including adherence to brand standards and conducting self-audits, is a key part of the role. The position also involves certifying fire and life safety inspections, escalating service failures, confirming preventative maintenance, and ensuring team members adhere to work schedules, including covering open department head positions when necessary.

Requirements

• Must have a positive attitude and willingness to learn.
• Must be able to understand and follow established guidelines and procedures.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations and maintain composure and objectivity under pressure.
• Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Must be attentive to detail and meet deadlines.
• Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
• Must be able to convey information and ideas clearly.
• Leads team members to always provide friendly service with a smile to guests.
• Must meet the legal age to serve alcoholic beverages (at select properties).
• A valid Driver's License is required.
• Basic market knowledge.
• Must be 18 years of age or older to perform this job.
• Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel.
• Read, write, understand and communicate with others effectively using the English language.
• Read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals, newspapers, periodicals, journals, and manuals.
• Write routine reports, correspondence, business letters, summaries, and reports in English using prescribed format, and conforming to all rules of punctuation, grammar, diction, and style.
• Ability to speak effectively in English before groups such as customers or employees.
• Read and interpret business records and statistical reports in English.

Nice To Haves

• Bachelor’s or Associate’s Degree Preferred.
• Previous supervisory experience preferred.
• Progressive experience in the hospitality, hotel, restaurant, or service industry, including Rooms and Food & Beverage departments preferred.

Responsibilities

• Greet guests happily upon arrival and throughout their stay with a smile.
• Use the guests’ names whenever possible, ensuring they feel properly welcomed.
• All Team Members work together to contribute to great guest satisfaction scores.
• Ability to handle challenging guest situations with hospitality and a sense of urgency.
• Strong knowledge of all features of the hotel facility and amenities.
• Awareness and support for all groups and events at the hotel.
• Understanding of relevant technology for each role.
• Answer all incoming calls with friendly service using the approved greeting.
• Keep all areas, both front and back of the house, clean and well-organized.
• Pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
• Always greet every guest happily with a smile, by name if possible, while cleaning.
• Complete all operational checklists accurately and at the designated times, every shift.
• Ensure handover reports are accurate and on time, for effective shift-to-shift communication.
• Wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.
• Ensure communication between Team Members is clear, honest, and professional.
• Be willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
• Work together with all Team Members at all levels to create a welcoming environment for guests and an effective, positive workplace.
• Conduct daily walks including guest rooms and public spaces to ensure friendly service, cleanliness and testing of mechanical equipment to ensure all pieces are in working order.
• Verify that all rooms are inspected daily, confirm adherence to all cleanliness standards noted on the room inspection checklist.
• Provide one-on-one training to new incoming team members on service and checklist expectations.
• Verify that Guest Service team members are actively providing friendly service and happily confirm that all guest needs are met.
• Greet guests with a smile and provide supervision during peak check in and check out times as well meal periods including breakfast and/or dinner.
• Foster an environment of happy team members and happy guests.
• Assist in completing required inventory counts, as dictated by the General Manager.
• Aid in the process of onboarding of new incoming team members to provide friendly service and ensure all processes noted on the onboarding checklist for a new hire are adhered to.
• Support the General Manager in completing a review of previous day team member time clock punches in accordance with the policy.
• Complete all Daily Summary and Night Audit processes in accordance with the policy.
• Start and complete shift handover reports on each shift.
• Sign off on and upload the required daily reports to the MCR report storage platform.
• Ensure every purchase goes through the correct purchase order process and all invoices are submitted through the approved accounts payable system.
• Make every single purchase through MCR approved vendors, only.
• Process and/or accrue all invoices to the proper time period.
• Oversee that all brand standards approved by MCR are adhered to in accordance with the brand's Quality Assurance expectations and friendly service.
• Conduct self-audits provided by the brand and make any necessary corrections based on broader audits conducted by the property’s regional vice president.
• Certify that all fire and life safety inspections are current and/or up to date.
• Correct all deficiencies related to fire and life safety inspections.
• Review any service or delivery failures and ensure they are properly escalated.
• Confirm that preventative maintenance tasks have been performed and checked visually for quality and consistency.
• See that all team members are adhering to their established work schedule.
• Displace shifts in departments on a weekly basis as determined by the hotel established schedule and in the event of a line level shift call-out.
• Cover open department head positions when necessary.

Benefits

• Hotel Discounts
• Weekly Pay
• Paid Time Off
• Retirement Options
• Referral bonuses
• Career advancement & upward mobility
• Health, Dental, Vision Insurance- available after 30 days of employment for full-time team members

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree