Assistant General Manager

OTO Development•Belmont, CA

About The Position

The Assistant General Manager supports hotel operations, financial performance, team development, guest satisfaction, and property standards. The role participates in sales calls and site visits to acquire or close business; reviews financial reports to identify concerns and improve performance; and helps the hotel team manage wages, controllable expenses, and operating costs within budget. The Assistant General Manager ensures training takes place throughout the property and builds open, collaborative relationships with direct reports and the broader team. The position maintains a visible presence on the property, solicits team-member feedback, hires team members with strong functional expertise and leadership, and provides feedback on service behaviors. It reviews guest comments and survey results, identifies service trends, and works with others to develop solutions. The role also regularly obtains customer feedback, ensures the building and operational areas are well maintained, administers policies consistently, evaluates and recognizes team performance, and helps ensure the property meets franchise standards and remains safe and secure for guests and team members. The position requires walking and standing for extended periods and up to 10% travel outside the local area, including overnight travel. The property is managed by OTO Development, a hotel development and management company operating upscale select-service, extended-stay, and lifestyle hotels across the United States.

Requirements

Previous hotel management experience with demonstrated success leading teams and achieving guest-service results.
Prior direct-sales experience producing at least 50% market mix of total revenues.
Strong overall financial knowledge.
At least a high school diploma; a college degree is preferred.
Valid driver’s license from the appropriate state.
Exceptional time-management and multitasking skills.
Customer focus and a consistent commitment to optimal employee and customer satisfaction for the hotel.
Ability to walk and stand for extended periods as the job dictates.
Ability to travel up to 10%, outside the local area and overnight.

Nice To Haves

College degree.

Responsibilities

Participate in sales calls and site visits with the sales team to acquire new business or close on business.
Review financial reports and statements, identify areas of concern, and work to improve performance.
Coach and support hotel team members in managing wages and controllable expenses.
Manage hotel costs, including supplies, labor, utilities, food, and beverage expenses, within budgeted parameters.
Ensure service, technical skills, and other training occurs throughout the property.
Establish and maintain open, collaborative relationships with direct reports and the entire team.
Maintain a presence on the property, solicit team-member feedback, and use an open-door policy.
Hire team members who demonstrate strong functional expertise, creativity, and leadership.
Observe team members’ service behaviors and provide feedback to individuals and/or supervisors.
Review comment cards, guest survey results, and other data to identify improvement areas.
Analyze service issues and trends and facilitate the development of creative solutions.
Interface regularly with customers to obtain feedback on product quality, service levels, and overall satisfaction.
Ensure the building is well maintained and operational areas meet or exceed guest expectations.
Administer policies fairly and consistently, and evaluate and recognize team-member performance where appropriate.
Help ensure the property meets franchise standards and is a safe and secure facility for guests and team members.