Assistant General Manager

SpringHill Suites Belmont Redwood Shores (OTO Development)•Belmont, CA

About The Position

The Assistant General Manager supports hotel operations, sales, team development, guest satisfaction, financial performance, 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 and controllable expenses. The Assistant General Manager manages costs for supplies, labor, utilities, food, and beverages within budgeted parameters and ensures training takes place throughout the property. The position builds collaborative relationships with direct reports and the wider team, maintains an active presence on the property, seeks team member feedback, and uses an open-door approach. It hires and develops capable team members, observes service behaviors and provides feedback, reviews guest feedback and survey data, and works with the team to resolve service issues. It also regularly engages with customers to assess product quality, service, and satisfaction; ensures the building is well maintained and meets guest expectations; administers policies consistently; and helps ensure the property meets franchise standards and remains safe and secure. The property is managed by OTO Development, a hotel development and management company that owns and operates upscale select-service, extended-stay, and lifestyle hotels in key U.S. markets. The position requires up to 10% travel outside the local area, including overnight travel, and the ability to walk and stand for extended periods.

Requirements

Previous hotel management experience with demonstrated success leading teams and achieving guest service results.
Prior experience with direct sales efforts producing at least 50% market mix of total revenues.
Strong overall financial knowledge.
At least a high school diploma.
Valid driver’s license from the appropriate state.
Exceptional time management and multitasking skills.
Customer focus and consistent effort to deliver optimal employee and customer satisfaction for the hotel.

Nice To Haves

College degree preferred.

Responsibilities

Participate in sales calls and site visits with sales team members to acquire new business or close 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 costs for supplies, labor, utilities, food, and beverage within budgeted parameters.
Ensure service, technical, and other training occurs throughout the property.
Build and maintain open, collaborative relationships with direct reports and the broader team.
Maintain a presence on the property, solicit team member feedback, and use an open-door policy.
Hire team members with strong functional expertise, creativity, and leadership.
Observe team members' service behaviors and provide feedback to individuals or supervisors.
Review comment cards, guest survey results, and other data to identify improvement areas.
Analyze service issues, identify trends, and facilitate creative solutions to obstacles.
Interact 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 ensure team member performance is evaluated and recognized as appropriate.
Help ensure the property meets franchise standards and is safe and secure for guests and team members.