Assistant General Manager

Highgate Hotels•Honolulu, HI

1d•Onsite

About The Position

Highgate is a premier real estate investment and hospitality management company with a significant presence in U.S. gateway markets and expanding in key European markets. Their portfolio represents an aggregate asset value exceeding $10B and generates over $2B in cumulative revenues. Highgate provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. The company also develops bespoke hotel brands and utilizes industry-leading proprietary revenue management tools. With an executive team of experienced hotel management leaders, Highgate is a trusted partner for top ownership groups and major hotel brands, maintaining corporate offices in London, New York, Dallas, and Seattle. The Assistant General Manager, located at AC Honolulu, HI, is responsible for continually focusing on achieving hotel profitability through revenue generation, cost control, guest satisfaction, and developing employees, while maintaining the integrity of the hotel.

Requirements

At least 6 years of progressive hotel management experience, preferably in a related position, with extensive operational experience at Department Head or Director Level.
Proficient in Windows, Company approved spreadsheets and word processing.
Knowledge of F&B preparation techniques, health department rules and regulations, liquor laws and regulations.
Maintain a warm and friendly demeanor at all times.
Able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Participate in M.O.D. coverage and Lobby Ambassador Program as required.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which include wearing nametags.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
Able to maintain confidentiality of information.
Valid driver's license for the applicable state.

Responsibilities

Conduct daily stand-up meeting with all departments to review the hotel’s daily activities and ensure good communication.
Ensure that daily stand-ups are being held in all departments as appropriate.
Tour the operating departments, daily making adjustments as needed via department heads.
Work closely with Director of Operations to oversee all Front Office Operations and Housekeeping; including but not limited to: effective leadership, proper staffing, cleanliness of all guest rooms and public spaces, prompt and courteous execution of guest requests.
Oversee Security, building safety and security, policies and procedures; oversee safety committee and ensure all training is completed and turned into HR for accurate records.
Conduct weekly staff meetings, including weekly training sessions presented by managers and self using the steps to effective training according to Highgate Hotel standards, and the review of previous and future sales and operations efforts.
Meet all financial review dates and corporate directed programs in a timely fashion.
Participate in preparing the monthly Executive Summary, Weekly Updates, and other reports as needed.
Hold a monthly financial review with all department managers and available supervisors.
Ensure that the Big 4 Inventory is completed quarterly per Highgate SOP.
Ensure PCI compliance in all departments.
Ensure that all department heads maintain budgeted productivity levels and Highgate Hotel standard checkbook accounting procedures.
Ensure that all department heads keep their staffed continuously trained on our LRA standards, and that LRA standards are being followed at all times by each department.
Prepare and execute Capital/Renovation requests, in accordance with the Capital and/or Renovation Budget: from getting bids, completing capital forms, following through till approved, organizing the project and completing it including the punch.
Develop managers for future advancement through competency training and corporate sponsored training programs.
Adhere to all Highgate Hotel policies and procedures and train new managers to ensure compliance.
Initiate all new operational SOPs rolled out by Highgate and report progress back to GM.
Oversee and assist in the Highgate Hotel’s budget process as required.
Ensure that training in service standards is taking place in each department using the steps to effective training according to Highgate Hotel standards.
Assist in creating a positive team-oriented environment which focuses on the guest, through employee development and motivation.
Take an active role in AOS planning, preparation, and subsequent Action Plan execution.
Inspect rooms regularly as part of the Room Check Program.
Spearhead GuestVoice efforts and respond to all guest complaints in a timely manner, including but not limited to: guest follow-up, problem resolution, communication of results to all departments.
Ensure complete processing of invoices daily by using the A/P process.
Ensure that all appropriate information for financial documents is received by the Corporate Office monthly, in compliance with the monthly accounting calendar.
Ensure that timekeeping procedures per Highgate SOP are being followed in all departments.
Ensure the cleanliness and maintenance of the physical property through inspections and preventive maintenance programs with department managers.
Ensure that employees are at all times attentive, friendly, courteous and efficient in their interactions with guests, management and all other employees.
Prepare and conduct all management interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures for departmental staff.
Interview all prospective final candidates for any vacant management position within the hotel prior to any offer being extended.
Perform all department manager performance appraisals according to Highgate Hotel S.O.P.'s, and ensure that managers are in compliance to the standards in their administration of performance appraisals to their staff.
Motivate, coach, counsel and discipline all management personnel according to Highgate Hotel S.O.P.'s and ensure that managers are in compliance to the standards in their administration of counseling and disciplinary steps.
Work closely with Human Resources on Associate programs, issues, complaints and investigations.
Perform any other duties as requested by the Vice President of Operations and General Manager.
Ensure that all employees receive fair and equitable treatment according to Highgate Hotel S.O.P.'s.
Meet clients on the property, including meeting contacts and potential clients touring the property, to assist in the sales effort.
Be in the public areas during peak times, greeting guests and offering assistance as needed.
Ensure weekly credit meetings are conducted and take an active role in the hotel credit and collection policies.
Participate in weekly REVMAX meetings.
Ensure that all scheduled meetings take place on the property.
Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
Supervise, train, and develop all F&B personnel.
Prepare the F&B budget and monitor department performance with respect to the same.
Perform any necessary follow-up, including forecasting.
Monitor industry trends, take appropriate action to maintain competitive and profitable operations.
Work with other Executive Committee members and keep them informed of F&B issues as they arise.
Keep immediate supervisor fully informed of all problems or matters requiring his/her attention.
Coordinate and monitor all phases of Loss Prevention in the F&B department.
Prepare and submit required reports in a timely manner.
Organize and conduct department meetings on a regular basis.
Monitor quality of service and product.
Cooperate in menu planning and preparation.
Ensure timely purchase of F&B items, within budget allocation.
Oversee operations of the employee cafeteria.
Ensure compliance with all local liquor laws, and health and sanitation regulations.
Ensure departmental compliance with SOP’s.
Ensure the training of department heads on SOP’s, report preparation, technical job tasks.
Attend and/or conduct departmental and hotel training (CARE, One to One), etc.
Interview candidates for front-of-house F&B positions and follow standards for hiring approvals.
Conduct and/or attend all required meetings, including pre-convention and post-convention meetings.
Ensure overall guest satisfaction.