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The Hilton Garden Inn in Napa, an 80 room hotel, has an immediate need for an Assistant General Manager. The position of Assistant General Managers primary work effort and job objective is to oversee all aspects of Guest Services in accordance with Company goals and objectives, including achieving guest and employee safety, financial growth, guest satisfaction, and staff development within established service standards. This position will also work desk shifts when team calls off. The AGM will maintain a competent staff that will provide the highest quality of guest services for our guests in accordance with Hilton brand standards as well as those of Reneson Hotels.
The AGM is responsible for ongoing customer satisfaction which is key for this position with high importance placed on strong guest satisfaction as well as housekeeping quality, cleanliness and consistency measured by Brand inspection and SALT scores. Strict adherence to hotel policies and procedures shall be maintained with regard to service and guest experience, with new procedures created and developed in coordination with the GM as needed. Strong and versatile leadership skills are required to foster a well-trained, motivated staff, lead by example, continuously developing and encouraging all staff to feel the passion for the Hilton Garden Inn, Napa.
QUALIFICATIONS
a) Applicant must have excellent verbal and written communication skills and ability to prioritize tasks and responsibilities.
b) Applicant must have pleasant personality and ability to deal with wide variety of people.
c) Applicant must possess superior leadership and training skills.
d) Applicant must possess excellent fundamental math skills.
e) Applicant must possess ability to work in a standing position for long periods of time.
f) Applicant must be able to reach, bend, stoop and frequently lift up to 15 pounds.
g) Applicant must have previous HOTEL GUEST SERVICE experience.
h) Applicant must have previous hotel supervisory experience.
i) Applicant must have personal computer skills including use of Microsoft Word, Excel, Outlook, PMS while OnQ preferred.
j) Applicant must have ability to type 30 - 35 wpm.
k) Applicant must be able to work 40-45 hours per week.
l) Applicant must be able to work on property 5 days per week, including at least one weekend day.
m) Applicant must have, or be able to obtain Food Handlers and RBS certification within 30 days of hire
PRIMARY DUTIES AND RESPONSIBILITIES
To perform this job successfully, the Assistant General Manager must be able to perform each essential duty and responsibility in a safe and satisfactory manner, and be punctual, and have a good attendance record. In addition, the requirements listed below are representative of the knowledge skills, and/or ability required. Reasonable accommodations may be made to enable an Assistant General Manager with disabilities to perform essential job functions.
Ensure good safety practices of coworkers and guests, assisting in the maintenance of proper emergency and security procedures.
Know and comply with all health and safety policies specifications and guidelines as provided by Hilton Garden Inn and have a strong understanding of federal, state and county regulations that pertain to health and safety.
Work closely with the General Manager to provide maximum guest satisfaction and profitability.
Provide the optimum level of service with Guest Services by:
1. Abides by all brand safety guidelines for all employees and guests at all times.
2. Ensures Guest Service staff is trained in all aspects of front desk operations, including check in/check out procedures, following financial control procedures for cash, vouchers, inventories and receivables, telephone procedures, hotel amenities and computer systems creating an overall service and operating environment that assures consistent and strong guest experience.
3. Manage and resolve all guest complaints (and compliments) expeditiously and in a professional and courteous manner.
4. Responsible to perform Accounts Receivable functions, including billing customers, posting cash receipts, pursuing collections as necessary, performing credit references, managing chargebacks, and with the GM approval making write-offs adjustments.
Indicates Essential Job Functions (performance of the function is the reason the job exists). A function may be essential when 1) number of available employees to perform function is limited, 2) requires specialized skills – function occupies a large percentage of time, and 3) failure to perform the function may have serious consequences.
TASKS
1. Conduct periodic performance reviews of Guest Service Agents.
2. On a weekly basis, develop Guest Service work schedules to provide optimum level of service, having schedules out a minimum of two weeks in advance.
3. Review and approve payroll in ADP a minimum of twice weekly to ensure maximum efficiency of staff and to correct missing punches as soon as possible. With this check, you will be able to see who is arriving early or staying late for unnecessary reasons. Counsel staff as necessary. Monitor and report variances against budget.
4. On a daily basis, communicate with General Manager to update on any issues that arise during the day.
5. Communicate with Guest Service staff as needed, keeping them informed of any promotions, training or packages that have been created.
6. Respond to guest surveys within 2 business days
7. Respond to emails and voicemail in a timely manner.
8. On a weekly basis, perform 5-10 routine room inspections on an ongoing basis.
9. Conduct regular quarterly Guest Service meetings.
10. Work the front desk during all busy periods and as otherwise needed.
11. Promote teamwork and quality service through daily communication and coordination with other shifts and department managers.
12. Train Guest Service personnel in all front desk operations, including check in/check out procedures, following financial control procedures for cash, vouchers, inventories and receivables, telephone procedures, hotel amenities and computer systems creating an overall service and operating environment that assures consistent and strong guest service.
13. Implement and monitor Guest Service standards to ensure a superior level of customer service as measured by Brand sponsored guest surveys and third party social media sites, Yelp, Trip Advisor, Kayak, Facebook
14. On a daily basis, walk the property to inspect public areas and report any items needing repair and/or correction to the appropriate department.
15. Attend weekly yield management meetings.
16. Comply with all Company and Department safety rules and procedures.
17. Implement and monitor front desk reservation selling techniques to improve conversion rates and maximize ADR.
18. Maintain an awareness of competitors’ rate and our booking pace to assist in setting our rates.
19. Post Accounts Receivable payments as needed. Review and monitor AR accounts for delinquencies and follow up on a monthly basis.
20. On a monthly basis, complete month end paperwork and submit to GM for approval, Calculate paid outs, having GM review and then submit to A/P for payment. Mail out monthly statements and backup to A/R accounts. Reconcile Hilton free nights. Reconcile dry cleaning statement.
21. Work with night auditors to ensure that all required tasks are understood and completed. Review audit reports on a daily basis.
22. On a daily basis communicate with the Housekeeping Staff, on all topics related to service, timing of needed guest rooms as an integrated communication to create teamwork to achieve daily, weekly and monthly operations and financial goals.
23. As needed, submit all necessary personnel PAF forms to payroll and HR for staff sick/vacation requests, and HR for staff disciplinary action, etc
24. Ensure that front desk staff follows strict adherence to policies and procedures.
25. Ensure front desk staff are well-groomed and in uniforms at beginning and throughout shift.
26. As needed, keep staff updated regarding planned changes.
27. Responsible to conduct ongoing on-the-job employee and quarterly group training to improve service levels and create a positive, productive working environment. Ensuring that staff is current in all required Hilton related on-line training.
28. Schedule labor as required by anticipated business activity while labor cost objectives are met
29. Make employment hiring, disciplinary action and termination recommendations/ decision in conjunction with General Manager’s approval or review. Administer prompt, fair and consistent corrective action for any and all violations of company polices, rules and procedures.
30. Responsible to communicate company operating goals to all employees through individual and group meetings.
31. Order daily supplies. Coordinate with GM the purchasing major purchases.
32. Maintain contact with other Reneson Assistant General Managers/Guest Service Managers to encourage an open communication of ideas and to ensure guest referrals.
33. Ensure that the front desk and back office are clean and well organized.
34. Promote and maintain standards of rewards club, using training tools and techniques to maintain/exceed the monthly enrollment quota, information located online as well as to review customer care files, points submission, TA commissions.
35. Other related tasks upon request.
PHYSICAL DEMANDS
The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand, walk, climb stairs, use hand to finger, handle or feel, and reach with hands and arms. The employee is occasionally required to climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 5 pounds. Specific vision abilities required by this include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
We offer great medical, dental, vision benefits, 401K with matching and Hilton Worldwide discounts. Position pay rate is $26-$30 per hour.
Reneson Hotels, Inc. owns and operates the Hilton Garden Inn in Napa. . Please apply online at www.renesonhotels.com.