Assistant General Manager

TPG Hotels & Resorts•Providence, RI

3d•Onsite

About The Position

The Assistant General Manager (AGM) plays a crucial role in overseeing hotel operations, ensuring guest satisfaction, managing staff, maintaining profitability, and upholding safety and asset management standards. This position requires a strong leader with a comprehensive understanding of the hospitality industry, excellent communication skills, and the ability to manage competing priorities in a fast-paced environment. The AGM works collaboratively with the General Manager and Corporate Office to achieve hotel objectives and maintain brand standards.

Requirements

High school education plus a degree in hotel management, business, or related major.
Advanced knowledge of housekeeping/hotel services principles and practices.
Five or more years of related experience.
Substantial and successful track record in hotel management while maintaining integrity and professional bearing.
Knowledge of accounting and budgeting.
Ability to compile facts/figures and analyze information that involves data manipulation or interpretation to arrive at logical conclusions.
Ability to anticipate and identify issues and exercise initiative to investigate, interpret and weigh alternatives to reach logical conclusions and make sound business decisions.
Consistent professional leadership while simultaneously handling competing and changing priorities and projects.
Ability to remain positive, resourceful, and improvise while working in a fast-paced environment, sometimes under pressure.
Ability to effectively and efficiently schedule, manage and delegate work.
Ability to appropriately and effectively interview, hire, motivate, develop, monitor and address staff performance matters.
Excellent listening, verbal and written communication skills with professionalism, diplomacy and confidentiality.
Computer proficiency in Microsoft Office.
Ability to travel when needed.
Must satisfy and comply with the legal requirements for employment within the jurisdiction.
Close vision with or without corrective lenses.
Required to operate a motor vehicle.

Nice To Haves

Familiarity with hospitality industry practices preferred.

Responsibilities

Direct and ensure adherence to service standards and procedures to achieve guest satisfaction.
Manage staff schedules to ensure adequate coverage while adhering to budget constraints.
Respond promptly to guest needs and resolve complaints to maintain guest satisfaction.
Review service scores and implement changes to improve guest experience.
Ensure staff adheres to guest service basics, including uniforms, name tags, and greetings.
Maintain knowledge of hotel facilities, services, and the local city to assist guests.
Collaborate with Human Resources to recruit, hire, train, develop, and retain staff.
Communicate performance standards and the role of each associate in achieving success.
Ensure all required training, including orientation, safety, fire, and blood-borne pathogen training, is completed.
Coach, counsel, resolve conflicts, discipline, and terminate staff as appropriate, ensuring fair treatment and compliance with policies.
Conduct associate performance and salary reviews in a timely manner.
Ensure all policies and procedures are followed and promote a harassment-free work environment.
Promote the hotel as an employer of choice.
Develop, recommend, implement, and manage the annual budget, business plan, and objectives.
Ensure costs remain within budgeted guidelines and review vendors for optimal pricing and quality.
Develop action steps to correct any expense problems.
Develop and direct improvements to increase guest capture and market share.
Investigate new and improved equipment, techniques, and service methods.
Submit recommendations for changes and improvements to the General Manager.
Assist the General Manager with hotel life safety initiatives.
Direct and promote an accident prevention program to minimize liabilities and expenses.
Ensure sanitary, safety, security, and emergency procedures are in place, followed, and comply with policies and regulations.
Ensure staff proficiency in sanitary, safety, security, and emergency procedures.
Notify the General Manager of potential liabilities and propose corrective actions.
Make recommendations for additional safeguards.
Practice safe work habits.
Walk the property daily to identify issues and communicate with associates.
Ensure preventative maintenance programs are in place to protect assets and that maintenance issues are reported.
Ensure efficient and effective cleanliness programs are in place and that cleanliness issues are addressed.
Inspect and evaluate the condition of service areas, equipment, and inventories.
Investigate, analyze, and report on all incidents and accidents.
Submit recommendations for changes and improvements to the General Manager.
Collaborate with the Corporate Office to ensure accurate tracking of Company assets.
Ensure associates are properly trained in the use and maintenance of Company assets.
Stay informed about brand standards and competitor offerings to improve revenues and profit margins.
Use business knowledge and industry experience to provide leadership and position the hotel as a market leader.
Act as a coach with a positive attitude daily.
Implement, manage, and comply with Company policies, practices, and programs.
Ensure compliance with brand standards and local, state, and national regulations.
Ensure optimal levels of quality service and hospitality are provided to guests.
Maintain regular and timely attendance with high standards of personal behavior, appearance, and grooming.
Ensure all communication containing Company, hotel, brand, and guest information is consistent with privacy policies and regulations.
Maintain a consistent professional and positive attitude when communicating with guests and associates.
Maintain effective two-way communication across departments.
Approach all encounters with guests and associates in a friendly, service-oriented manner.
Conduct regularly scheduled staff meetings to share information and educate associates.
Communicate activities and plans with peers and superiors for consultation, guidance, and approval.
Manage the compilation and analysis of corporate and property reports.
Complete all required reporting accurately and in a timely manner.
Perform special projects and other responsibilities as assigned.
Participate in task forces and committees as requested.
Assist the General Manager with the preparation of the annual hotel budget and forecasts as requested.