Assistant General Manager

Assistant General Manager 

JOB SUMMARY

Functions as the primary strategic business leader of the property with responsibility for all aspects of the operation, including guest and employee satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment. Verifies the implementation of the brand service strategy and brand initiatives with the objective of meeting or exceeding guest expectations, increasing profit and market share. Leads the team in the development and implementation of property-wide strategies. The position ensures sales engines are leveraged and initiates independent and proactive sales activities, when appropriate, to generate demand. Strives to align the objectives and goals of Marriott and property owners to achieve brand positioning and success. Builds owner loyalty through proactive communication, setting and managing expectations and delivering solid business results.

CORE WORK ACTIVITIES

Business Strategy Development and Execution

• Stays current with industry trends and monitors strengths and weakness of competition.
• Develops and executes business plans designed to maximize property customer satisfaction, profitability, and market share.
• Verifies that property business plans are aligned with Marriott and Graves Hospitality brand business strategies.
• Experiments with new ideas and takes calculated risks to improve guest satisfaction and profitability.

Managing Property Operations and Department Budgets

• Provides timely, real-time feedback to management and hourly employees on service and operational standards; including feedback on even the smallest of service and operational details.
• Manages the flow of labor between departments to support effective management of Labor Budget and achievement of profitability goals.
• Creates and supports clear lines of responsibility for management team, including coverage and oversight throughout the day.
• Prepares for QA audits (i.e., daily and pre-visit activities).
• Reviews and follows up on property guest satisfaction scores and comments.
• Walks the property to ensure public spaces, grounds, work and kitchen areas meet sanitation and cleanliness/maintenance standards.
• Manages the implementation of major brand standards.
• Provides coaching on operations and troubleshooting of Micros and other technology components within property common areas.

Managing and Sustaining Sales and Marketing Strategy

• Identifies and champions creative marketing solutions that fit the brand and property needs.
• Manages relationships with decision makers at top accounts.
• Develops innovative means for capturing new streams of revenue through property amenities.
• Interacts with in-house guests to prospect for new sources of business.
• Identifies key revenue generating stakeholders and customers and communicate information to sales offices.
• Coaches and reinforces employee selling strategies that take advantage of property amenities.
• Participates in and hosts customer recognition events to drive sales.
• Understands and leverages sales and marketing advantages over competitor properties within market

Managing Profitability

• Manages on-property controllable costs associated with rooms, housekeeping, events, and food and beverage operations.
• Measures, analyzes, and communicates property performance using a variety of financial/nonfinancial data including controllable costs, sales revenue, guest satisfaction, and employee engagement data.
• Initiates action to support property revenue and profitability goals.
• Understands how food and beverage product variability can affect profitability.

Managing and Conducting Human Resource activities

• Leads employees through property changes, and helps them transition into new property roles.
• Understands the performance expectations for all positions within the property (e.g., front desk employee, gourmet attendant, etc).
• Completes management training (e.g., ConnectU, GM conferences, HR Skills, etc.).
• Facilitates cross training to support employee professional growth and operational excellence.
• Ensures ongoing development of managers (e.g., one on one coaching, providing stretch assignments, etc.).
• Conducts performance review process for direct reports (including LPP, career plan form, development plans, employee information form, mid-year check-ins, 90-day check ins for new employees, etc.).
• Creates succession plans for future job openings.

Source: Hospitality Online