Assistant General Manager

Overview: A Kolter Hospitality Assistant General Manager delivers service excellence to guests and team members by encouraging a comfortable and welcoming environment that promotes quality service and guest satisfaction. They provide assistance to the General Manager with managing the property to ensure efficient and profitable operations. This position is responsible for overseeing maintenance, asset protection, guest service, sales, food and beverage, accounting and human resources.

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Performance Expectations

• Ensure Company and brand standards of operations are strictly adhered to.
• Ensure department heads have proper coverage through adequate staffing.
• Spend time in the lobby during peak check in and check out hours to engage with the guests.
• Resolve guest issues to ensure high guest satisfaction in a tactful and courteous manner.
• Review guest service scores daily to identify areas of improvement, recognize positive achievement and implement correct action where necessary.
• Monitor the operation to ascertain budgeted goals are achieved.
• Maintain high sanitation standards for food handling and maintenance equipment.
• Counsel, coach, discipline and terminate team members as appropriate with GM/HR review and input to ensure compliance with company policy.
• Hire and train team members to maintain a smooth and efficient operation.
• Ensure all brand standard training is completed within the required time frame as dictated by the brand or state law i.e. guest service training, orientation, TIPS, food safety, etc.
• Ensure weekly schedules reflect business needs and are adjusted accordingly.
• Maintain personnel and payroll files in compliance with Company policy.
• Work with housekeeping and engineering to block rooms as necessary for maintenance.
• Promote a safe work environment to minimize liability and expense.
• Regularly walk the property to evaluate the hotel’s physical condition and communicate with team members.
• Ensure property reports are completed with accurate information and are in compliance with company policy.
• Report any items in need of repair.
• Follow all safety procedures while working.

Behavioral Expectations Be effective and innovative in handling and solving problems in the workplace.

Remain positive and helpful while working in a fast-paced environment.

Committed to the success and growth of the company.

Act honorably, even when no one is watching.

Eagerness to grow and/or develop within the company

Passionately provide personalized guest service