Assistant General Manager-203210

Extended Stay America•Pineville, NC

20d

About The Position

The Assistant General Manager (AGM) assists the General Manager (GM) or Multi-Unit General Manager (MUGM) with day-to-day hotel operations, promoting strong guest and associate satisfaction and continual improvement. The AGM provides hands-on supervision of hourly staff, including scheduling, directing, and overseeing daily work and training. The role also supports a safe and secure property in accordance with company guidelines and standards, and promotes a positive workplace through leadership and respectful service. The AGM supports revenue growth, cost control, and budgeted EBITDA goals; serves as the first management contact for guest service issues; and resolves concerns or escalates them to the GM/MUGM as appropriate. The position also covers manager-on-duty responsibilities when the GM/MUGM is absent and provides operational support across front desk, housekeeping, and other hotel functions as needed.

Requirements

Prior hotel experience in a hospitality or retail establishment is required.
High school diploma or GED; alternatively, one to three months of related experience and/or training, or an equivalent combination of education and experience.
English reading, writing, and verbal communication skills sufficient to communicate effectively with guests, associates, and outside vendors.
Ability to comprehend basic instructions and write short correspondence and memos.
Ability to operate property management system technology, work through shift reports, and perform audit functions when necessary.
Basic arithmetic skills, including working with whole numbers, fractions, decimals, and units of measure.
Ability to use common-sense understanding to carry out detailed written and/or oral instructions.
Supervisory skills to oversee daily activities of 8 to 15 hourly staff.
Ability to organize multiple priorities and maintain efficient daily operations.
Ability to travel to additional locations within a reasonable geographic area or cover other sites during a manager's absence, as needed.
Ability to remain stationary; navigate the hotel and parking lot; reach, handle, and detect tools, objects, and controls; and detect scents and sounds.
Ability to occasionally bend, kneel, or crouch and push, pull, lift, or move up to 25 pounds.
Ability to work outdoors in varying weather depending on the hotel, and occasionally in wet or humid conditions, near moving mechanical parts, around fumes or airborne particles and toxic or caustic chemicals, or where there is risk of electrical shock.
Ability to work in moderate to loud noise levels.

Nice To Haves

Prior supervisory experience.
Demonstrated leadership ability.
Some job-related college-level coursework.

Responsibilities

Demonstrate commitment to providing guests with the best possible experience.
Learn and perform managerial functions and hotel-level operations.
Ensure associates are onboarded and trained, including completing required ESU training on time.
Promote compliance with company policies and procedures, including prompt reporting of safety and security issues.
Uphold property-level policies, rules, standards, and safety and security guidelines.
Help associates carry out company initiatives to increase revenue, reduce costs, and improve guest and associate satisfaction.
Serve as the first management contact for guest service issues, resolve concerns promptly, and escalate them when needed.
Demonstrate professionalism and treat guests and associates with respect and kindness.
Interact with guests to identify quality lead-generation opportunities and assist with future travel needs.
Help maximize revenue and GOP flow-through to meet or exceed budgeted EBITDA.
Assist with interviewing, onboarding, and training associates.
Supervise and engage associates to promote teamwork, enthusiasm, recognition, and a positive work environment.
Participate in daily team meetings and provide guidance, encouragement, continuous-improvement support, and corrective action when necessary.
Assist with budget controls, including labor monitoring, scheduling, room expense control, and maintaining PAR levels through Daily Visual Management.
Ensure associates have the tools needed to perform their jobs.
Serve as manager on duty when the GM/MUGM is absent.
Inspect guest rooms; complete Guest Ready and visual inspections; and assign daily arrival reservations.
Provide backup coverage for front desk, housekeeping, and other hotel duties as needed.
Manage purchase orders and ensure products are ordered and received in a timely manner.
Assist with monitoring cash management, in-house guest balances, and direct-bill receivables compliance.
Assist with hotel sales activities when needed, including Soar leads.
Review and monitor social media websites and ensure timely, appropriate responses.
Keep clean rooms and guest and associate satisfaction as priorities.

Benefits

Weekly pay
Competitive wages
Great working environment
Employee recognition programs
Medical insurance
Dental insurance
Vision insurance
Health care and dependent care flexible spending accounts
Employer-paid basic life and AD&D insurance
Employer-paid long-term disability
Optional employee-paid voluntary benefits, including short-term disability, buy-up long-term disability, supplemental life insurance, and dependent life insurance
401(k) savings plan
Paid time off
Employee assistance program (EAP)
Employee perks program offering discounts to major companies