Main characteristics
- Location
- Erie, Pennsylvania
- Company
- Homewood Suites Erie
- Industry
- Customer Service|General Clerk
Job summary
Compensation Type:Yearly
Highgate Hotels:
Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgates portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industrys most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.
Location:
Homewood Suites Erie
2084 Interchange RoadErie, PA 16565
Overview:
The Assistant General Manager is responsible for continually focusing on achieving hotel profitability through revenue generation, cost control, guest satisfaction and developing employees, while maintaining the integrity of the hotel.
Responsibilities:
Assist the General Manager in his/her day to day operations.
The Assistant General manager assigns duties to HOD's and observers performance to ensure adherence to hotel policies and established operating procedures.
Provides training to staff and HOD's.
Monitor the Guest feedback on Trip advisor, OTA's etc. and hotel surveys.
The Assistant General manager receives and resolved or assists the General manager in resolving guest complaints and service recovery process.
Selects or assist in the selection of hotel staff and completes all new hire paper works.
Review employee performance and conducts personnel actions such as disciplinary actions and terminations.
Maintains accurate records including cash flows sheet, guest floor limit, AR Ageing reports, Direct billing, Payroll hours etc.
Assisting General Manager during Morning meetings or conducts the morning.
Adheres to all franchise and company procedures and regulations as well as standard operating procedures.
Ensure full compliance to Hotel operating controls, SOPs, policies, procedures and service standards.
The Assistant General manager ensures the objectives and goals of Brand and property owners work together to achieve brand positioning and success.
Builds loyalty through proactive communication, setting and managing expectations and delivering solid business results.
Assist GM in key property issues including Audits, capital projects, customer service and refurbishment.
Performs daily, weekly and monthly property inspections.
Ensures property, grounds, physical plant and work areas maintained to standard.
The Assistant General manager builds strong working relationships and communications with hotel staff, HOD's and other departments to ensure maximum operating effectiveness and fulfilment of special event need.
Cover shifts is all departments as scheduled by the General Manager.
Audits on par stock on all areas to make sure that all required hotel supplies are ordered and stocked in advance of need.
Performs sudden audits on rooms and other operating areas.
Provide effective leadership to hotel team members.
The Assistant General Manager will ensure hotel staff is provided with uniforms and name tags, and upholds property grooming standards.
Ensures effective, timely and accurate communications flow with regards to hotel policies and procedures.
Must be able to work effectively in a stressful environment, communicate well with others, effectively deal with guests, and accept constructive criticism from supervisors.
Must be able to change activity frequently and cope with interruptions.
Assist the GM in in all aspects of business planning.
The Assistant General manager must be available 24/7 in case to respond to any guest or employee emergencies.
The Assistant General Manager will respond to audits to ensure continual improvement is achieved.
All Other duties as assigned by the General Manager or Management.
Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.
Tour the operating departments daily, making adjustments as needed via department heads.
Conduct weekly staff meetings, including weekly training sessions presented by managers and self using the steps to effective training according to Highgate Hotel standards, and the review of previous and future sales and operations efforts.
Meet all financial review dates and corporate directed programs in a timely fashion.
Hold a monthly financial review with all department managers, M.I.D.'s and available supervisors.
Ensure that all department heads maintain budgeted productivity levels and Highgate Hotel standard checkbook accounting procedures.
Develop managers for future advancement through competency training and corporate sponsored training programs.
Participate in required M.O.D. coverage as scheduled.
Maintain direct contact with and monitor the development of management trainees.
Adhere to all Highgate Hotel policies and procedures and train new managers to ensure compliance.
Oversee and assist in the Highgate Hotel budget process as required.
Ensure that training in service standards is taking place in each department using the steps to effective training according to Highgate Hotel standards, including compliance in all departments to Highgate Hotel Garden Standard of the Week training.
Assist in creating a positive team-oriented environment which focuses on the guest, through employee development and motivation.
Inspect rooms regularly (weekly at a minimum) with both the Housekeeping Manager and Property Engineer.
Ensure complete processing of invoices daily by using the A/P process.
Ensure that all appropriate information for financial documents is received by the Corporate Office monthly, in compliance with the monthly accounting calendar.
Ensure the cleanliness and maintenance of the physical property through inspections and preventive maintenance programs with department managers.
Ensure that employees are at all times attentive, friendly, courteous and efficient in their interactions with guests, managers and all other employees.
Forecast monthly the hotel's financial position, by estimating revenues and line-by-line expenses. Analyze previous and projected data to generate an accurate reforecast.
Prepare and conduct all management interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s. Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures for departmental staff.
Interview all prospective final candidates for any vacant management position within the hotel prior to any offer being extended.
Perform all Executive Committee members performance appraisals according to Highgate Hotel S.O.P.s, and ensure that managers are in compliance with the standards in their administration of performance appraisals to their staff.
Motivate, coach, counsel and discipline all management personnel according to Highgate Hotel S.O.P.'s and ensure that managers are in compliance with the standards in their administration of counseling and disciplinary steps.
Perform any other duties as requested by the Vice President or Regional Director of Operations.
Ensure that all employees receive fair and equitable treatment according to Highgate Hotel S.O.P.'s.
Be in the public areas during peak times, greeting guests and offering assistance as needed.
Ensure procedures for handling of the hotel safe specifically with regard to security and monthly safe audits are followed and occur.
Ensure monthly credit meetings are conducted and take an active role in the hotel credit and collection policies
Qualifications:
At least 5-6 years progressive experience in a hotel. Bachelor's Degree preferred.
Long hours sometimes required.
Maintain a warm and friendly demeanor at all times.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Participate in M.O.D. coverage as required.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which include wearing nametags.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.
Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Perform other duties as requested by management.
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