ASSISTANT GENERAL MANAGER

Residence Inn by Marriott Big Sky/The Wilson Hotel
Job Description
Job DescriptionSupervise all front office, housekeeping, food & beverage operations and personnel, to ensure all company and brand standards are met, and to ensure the highest revenues and guest satisfaction are achieved. 

ESSENTIAL FUNCTIONS
OPERATIONS
  • Oversee all front office, guest relations and housekeeping operations.
  • Audit property daily, noting positives and deficiencies.  Following up with team supervisors to access training requirements.
  • Perform required quarterly and annual QA audits with GM.
  • Ensure a viable key control program is in place.
  • With GM, ensure compliance with key success factors. 
  • Ensure that all required food audits are completed per system standards.
  • Provide a safe working environment in compliance with OSHA.
  • Responsible for implementation and sustainability of hotel accident prevention programs.
  • Assist/ teach the team scheduling (using Scheduling Tool) against guest and hours/occupied room goals.  Ensure staffing levels are appropriate to exceed guest expectations.
  • Responsible for hotel accident prevention programs.
  • Conduct monthly front desk and housekeeping meetings.
  • Consistently check that all audit standards are in place.
  • Oversee all breakfast, office administration, uniform and key card orders.
  • Monitor that all daily checklists, temperature and waste logs are being completed.
  • Reply to Trip Advisor reviews, GSS surveys or GuestVoice alerts.
 FINANCIAL
  • Comply with corporate accounting procedures.
  • Assist GM in developing hotel budget and capital expenditure plans.
  • Utilize budgets to teach team supervisors to understand financial objectives. 
  • Assist GM in developing and communicating selling strategies, utilizing hotel inventory control and forecasting tools. 
  • Assist GM in forecasting, P&L reviews, reclassing and accruals.
  • Join GM and DOS for all weekly revenue calls with revenue manager.
 GUEST RELATIONS
  • Drive GSS by delivering brand standards and exceeding guest expectations.
  • Be readily available and approachable for all guests.
  • Assist team supervisors in understanding guests’ ever-changing needs and expectations and exceed them.
  • Take proactive approaches when dealing with guest concerns.  Follow property specific second effort and recovery plan.
  • Publish all Guest Satisfaction Survey results in a timely fashion, including all GSS forms.  Solicit feedback for continuous improvement.
  • Ensure staffing levels allow team members to exceed guest needs.
  • Thoroughly understand the brand service culture.  Ensure that all team members and supervisors understand and deliver this philosophy.
  • Understand, implement, and train team members on Quality Service Delivery.
  • Continue to develop methods that allow the team to collect more immediate feedback from the guest.
  • Organize and monitor daily reports from Fosse to make sure proper procedures are in place.
  • Create shift checklists, SOP’s, local material for guests and audit logs where necessary.
 ASSOCIATE DEVELOPMENT
  • Develop cross-training opportunities throughout the hotel and within company. 
  • Assist team supervisors in understanding AOS/ GSS results, developing game plans to attach need areas.
  • Complete development plan for team supervisors focusing on continual learning.  Assist the team supervisors doing in doing the same for each team member.  
  • Conduct one-on-ones with team supervisors/ members and service training on quarterly basis. 
  • Ensure orientations for new team members are thorough and completed in a timely fashion.
  • Know hotels emergency plan, train, and implementation.
 ASSOCIATE RELATIONS
  • Create and nurture a hotel environment that emphasizes motivation, empowerment, teamwork and a passion for providing service.
  • Be readily available and approachable for all team members.
  • Assist supervisors in understanding team members’ ever-changing needs and expectations and exceed them.
  • Take proactive approaches when dealing with associate concerns.
  • Always extend professionalism and courtesy to team members.
  • Celebrate and foster decisions that result in successes as well as failures.
  • Work with GM on weekly topics of discussion during celebration meetings.
  • Conduct annual reviews for front desk and breakfast teams.
 SALES AND MARKETING
  • Assist GM and DOS in developing direct sales plan.
  • Understand inventory, daily selling strategies, and revenue management.
  • Ensure that all Guest Care associates understand hotel-selling strategies.
  • Network during breakfast and social hours to assist sales in uncovering new business leads.
  • Stay current on local market conditions.
 ADMINISTRATIVE
  • Ensure property hiring practices comply with all state and federal regulations.
  • Interview and assist in making hiring decisions. With input from the team supervisors conduct reviews in a timely fashion.
  • Assist team supervisors with constructive coaching and counseling.
  • Maintain current licenses and permits as prescribed by local, state, and federal agencies.
  • Schedule management team to include coverage of weekend and evening hours.
  • Formulate personal development plan with GM.
  • Ensure effective departmental communication and information systems through logs, department meetings, and hotel meetings.
OTHER  REQUIREMENTS
In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions, determined by the GM:   
  • The hotel operates 7 days a week, 24 hours a day.  Schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work.
  • Carry out all reasonable requests by leadership team.
  • Comply with department uniform and appearance standards.
  • Participate in Manager on Duty coverage program requiring weekend stay-over.
Contact Information