Assistant General Manager

Fairfield Inn & Suites Weaverville•Smithfield, NC

6d•$43,000 - $45,000

About The Position

The Assistant General Manager supports hotel operations and helps ensure guest service standards and brand and management-company requirements are met. The role supervises and develops hotel team members, especially front desk agents, and operates the hotel in the General Manager’s absence. It also supports scheduling, billing, accounts receivable, payroll monitoring, guest relations, front-office administration, staff coordination, and maintenance follow-up. The position may perform subordinate duties when necessary.

Requirements

At least 1 year of customer service experience.
Branded hotel experience.
Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
Ability to use a moderately complex computer system and manage multiple tasks.
Ability to present information effectively and respond to questions from managers, clients, customers, and the public.
Knowledge of policies and procedures related to the safety and security of guests and hotel property.
Ability to deal effectively with employees and customers, using patience, tact, and diplomacy to de-escalate situations, gather accurate information, and resolve conflicts.
Excellent organizational skills and time-management skills.
Ability to read, listen, and communicate effectively in English.
Ability to write reports, correspondence, memos, and employee performance evaluations.
Basic math skills, including calculating discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to solve practical problems in situations with limited standardization and interpret written, oral, diagrammatic, or schedule-based instructions.
Knowledge of Microsoft Word and Excel.
Meet legal age requirements for the position.
Valid driver’s license required.
High school diploma or equivalent.
Excellent communication and interpersonal skills, with the ability to interact with people of varied personalities.
Ability to walk and climb or descend stairs approximately 20% of the time.
Ability to frequently kneel, reach, crawl, and twist the torso as needed.
Ability to regularly lift and carry up to 20 pounds without assistance.
Maintain a high standard of personal hygiene and appearance.

Nice To Haves

Hilton and/or PEP experience is highly recommended.
Previous front-office supervisory and/or management experience in a hotel setting is highly recommended.

Responsibilities

Hire, train, and supervise hotel team members, particularly front desk agents; conduct performance evaluations; and coach and counsel associates.
Maintain hotel standards established by the brand and management company.
Operate the hotel in the General Manager’s absence.
Assist with scheduling, billing, and some accounts receivable responsibilities.
Plan, organize, assign, and coordinate daily staff activities and special projects to ensure compliance with guest service standards.
Monitor the payroll budget to keep labor costs aligned with the forecast.
Handle guest complaints, research issues, and develop effective solutions, including resolving rate conflicts and facility issues.
Use the computer system for file maintenance, correspondence, and preparation of front-office reports.
Conduct regular front-office staff meetings to inform and train staff and support a positive work environment.
Attend hotel staff meetings and coordinate with department heads to support smooth operations.
Establish and maintain front-office policies and procedures; interpret company policy for employees and enforce safety regulations.
Assign staff duties and shifts, observe performance, and ensure adherence to hotel policies and operating procedures.
Coordinate activities with other department heads.
Answer inquiries about hotel services, guest registration, and local shopping, dining, entertainment, and travel directions.
Receive and process advance registration payments.
Meet and personally greet VIP guests whenever possible.
Issue verbal and written instructions to the hotel team under the General Manager’s guidance.
Review group resumes, event schedules, and daily reports to ensure appropriate hotel staffing.
Prepare the weekly schedule and adjust it based on house count and business needs.
Review, revise, and approve daily payroll reports as needed.
Document and submit work orders for items needing repair and follow up with the Maintenance Department.
Perform subordinate duties when necessary.