Assistant General Manager (AGM)

Assistant General Manager (AGM)

Property Info

The Ellison, A Tribute Portfolio Hotel is part of Marriott’s Tribute brand that is a collection of independent hotels. As a lifestyle boutique, The Ellison was established to honor Oklahoman Author, Ralph Ellison, and to highlight Oklahoma and its uniquely undiscovered qualities. We are your Neighborhood Hotel, located in The Classen Curve adjacent to Nichols Hills and Western Avenue district. Discover what is Hidden in Plain Sight …

• Assistant General Manager (AGM)
• Full-Time
• Upper Upscale Boutique
• 120 Room Count
• Urban Location
• Manager: General Manager

Position Summary:
The Assistant General Manager (AGM) is responsible for supporting designated aspects of the hotel operations including guest services/night audit, housekeeping, and vendor/supplies to ensure superior guest satisfaction while maximizing hotel profitability. The AGM assists the General Manager (GM) in the day-to-day operations in ensuring that all departments run smoothly and efficiently. The position also serves at the acting hotel manager in the General Manager’s absence, and is a member of the property’s Senior Leadership team.

Duties/Responsibilities:

• Supervises and leads the operations of Front Office and Housekeeping departments, as well as Night Audit and overnight security. 
• Serves as a senior leader of the property; may be required to lead, delegate, instruct, coach, and otherwise manage associates in other departments as a steward of the culture and representative of the most senior roles on the property. 
• Demonstrates sound judgment, fair practices, and professionalism in all interactions.
• Approach all encounters with guests and Associates in a friendly, service-oriented manner.
• Act as an ambassador of the hotel and ensure that guests are receiving an unparalleled guest experience.

• Remain readily accessible to guests and Associates at all times.
• Make reservations, check-in and check-out guests as needed.
• Be aware of the status of the availability of rooms at the hotel on any given day to ensure revenue maximization.
• Maintain effective communications between all reporting hotel departments.
• Perform duties of each assigned reporting role as needed, including but not limited to:  Front Desk Agent/Supervisor, Bell/Valet, Housekeeping Room Attendant, Houseperson, and/or Public Area.
• Monitor all no-show charges, research credit card discrepancies and process chargebacks.
• Conduct routine inspection of the public areas of the hotel, recognizing and correcting any potential safety hazards and also addressing cleanliness issues.
• Solicit guest feedback regarding hotel services and facilities and take corrective action to solve any reported deficiencies.
• Investigate, report and coordinate all hotel accidents that are guest related (and associate-related within areas of supervision).
• Help to grow the business through inquisitiveness at time of reservation and check in, and through sales calls and public relations.
• Monitor existing property Standard Operating Procedures (SOPs).
• Assist in the selection and continuous training of staff to provide high quality service to guests.
• Count all banks (within assigned departments) and immediately report discrepancies to the Hotel Financial Controller.
• Inspect guestrooms. Provide feedback to housekeeping and engineering departments.
• Update availability information in the Property Management System as required.
• Assist in evaluating the performance of associates within areas of supervision.
• Day-to-day management responsibilities including scheduling, motivating, assigning activities, training, and policy and procedural assessment.
• Maintain high standards of personal appearance and grooming, which include wearing the expected attire and nametag when working.
• Comply at all times with The Ellison Hotel’s standards and regulations to encourage safe and efficient hotel operations.

Financial Returns:

• Understand and assist General Manager with basic accounts payable/accounts receivable functions, along with Profit & Loss (P & L) analysis and budgeting and monthly reporting.
• Control costs and protect assets of the hotel.
• Complete and submit all paperwork in a timely and precise manner.
• Responsible for daily, monthly, and annual property cash handling procedures, deposits, and security (for assigned departments).
• Ensure any irregularities are recorded in appropriate locations and brought to the attention of the property GM.

People:

• Create and maintain a strong, cohesive team.
• Effectively hire, train, and hold accountable the Associates in reporting departments.
• Understand and execute company’s coaching and disciplinary policies.
• Ensure team members Brand and Company’s educational standards are met and documented to brand standards.
• Understand the scheduling and payroll processes: review timesheets, approve worked time, manage assigned departments to ensure payroll data integrity.  Submit changes, corrections, and approvals according to established deadlines for processing.

Operations:

• Understand the global and interdepartmental workings of a hotel.
• Deliver a consistently clean and well-maintained property.
• Effectively execute and maintain all front office and housekeeping logistics.
• Demonstrate brand citizenship by maintaining compliance with all required brand standards, behaviors, hallmarks and license agreement mandates. This includes passing all brand Quality Assurance Audits and Local Inspections.
• Drive improvement in guest satisfaction goals. Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations.
• Interact with guests, solicit feedback and build relationships. Effectively respond to guests regarding service challenges.
• Use technology platforms to drive guest experience scores.
• Work with General Manager to achieve brand and corporate goals (daily, monthly, and annually).
• Ensure a safe and secure environment for guests, associates, and hotel assets in compliance with hotel’s or owner’s policies and procedures and regulatory requirements. This includes on-going hotel inspections and maintaining records to company and brand standards.
• Enhance the hotel’s reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments.

Qualifications

Required Skills/Abilities:

• Possess a current/valid driver's license.
• Able to convey information and ideas clearly.
• Able to evaluate and select among alternative courses of action quickly and accurately.
• Able to work well in stressful, high-pressure situations with minimum supervision.

• Effective at listening to, understanding and clarifying the concerns and issues raised by fellow Associates and guests.
• Able to understand complex information, data, etc., from contrasting sources and consider, adjust or modify to meet the constraints of that particular need.
• Effective at handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
• Able to work with and understand financial information and date, and basic arithmetic functions.
• Able to work various hours and shifts per week based upon business demand.

• Maintain regular attendance in compliance with The Ellison Hotel standards, as required by scheduling, which may vary according to the needs of the property.
• Able to assimilate complex information data etc. from disparate sources and consider adjust or modify to meet the constraints of the particular need.

Qualifications:

• High School diploma or equivalent required.
• 2 years demonstrated AGM or similar leadership experience in similar property
• Marriott brand experienced preferred

Physical Requirements:

• Prolonged periods of standing, bending and lifting inside and outside the property
• Must be able to lift up to 50 pounds at times.
• Must be able to work late nights, overnight shift, and unpredictable hours

The Ellison Hotel is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

This position is not eligible for sponsorship through the H-1B lottery.