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Hampton Inn Salt Lake City
Job Overview
The Assistant General Manager is responsible for contributing to the success of the hotel. Major responsibilities include ensuring guests are satisfied with the overall accommodations and service through motivating and retaining a skilled and well-trained team; responding to guests’ needs and requests; ensuring the safety and security of our guests, associates, the hotel & its assets while providing a welcoming experience providing a clean and well maintained property.
Essential Functions:
· Promotes Hamptonality as one of the driving philosophies of the Hampton by Hilton brand
· Encourages an attitude for all associates focused on satisfying guests whether or not it is “our job”
· Has the understanding that your work and attitude key factors to how we represent our team & the company to our guests, associates and vendors
· Maintains the commitment to do everything reasonable to exceed guests’ expectations
· Personally demonstrates a commitment to guest service by responding promptly to guests’ needs with an interest and concern in satisfying every guest
· Assists in setting guest service goals for the hotel and manages against these goals to drive high SALT performance
· Acts as a liaison between all departments to ensure all guest needs and hotel goals are being met
· Contributes to the achievement of hotel goals for guest satisfaction measures
· Provides information and assistance to hotel guests and associates regarding the local area and hotel amenities
Guest Services
· Directly supervises the performance of the guest services
· Continually observes associates, and products to ensure all brand standards are met as required by Hilton
· Plans work schedules to ensure guests receive the highest level of service at all times while maintaining a commitment to keep a balanced budget
· Is knowledgeable of ADA room requirements and ensures that staff has the ability and knowledge to accommodate guest special needs or requests
· Physically inspects property with General Manager on a regular basis
· Orders all hotel supplies pertaining to front office
· Maintains a clean and clutter-free work environment through the ongoing cleaning and organizing of the front and back of house service areas
· Continually monitors public spaces to ensure a consistent and welcoming experience
· Attends weekly staff meeting to discuss hotel forecast and current hotel initiatives
· Works all scheduled Manager on Duty (MOD) shifts for the hotel, and completes tasks/duties associated with the MOD program
· Assists with the ongoing associate celebrations and recognizes associate milestones and special dates
· Finds ways & offers suggestions to continually improve service & efficiency
· Performs any projects assigned by the General Manager or Woodbury Corporation Hospitality or Executive Team
Profit Management & Budget Administration
· Implements plans and action steps to meet or exceed budgeted profit margins for the hotel
· Assists in annual budget preparation pertaining to front office expenditures
· Accurately forecasts revenues and expenses. Utilizes forecasting in planning, staffing, and cost control
· Assists the General Manager in anticipating revenue/cost problems and manages the timing of discretionary expenditures to stabilize cash flow
· Analyzes financial and operating information on an ongoing basis to adjust business plans, labor requirements (scheduling to prevent overtime and unnecessary hours), and operating costs. Identifies and implements cost reduction measures without detracting from service and operational quality
· Identifies major revenue and cost savings opportunities and communicates ideas to the General Manager or sales team
· Trains team to have a good understanding and be able to convey credit & debit card processes to guests
· Continually monitors the status of accounts receivable (A/R) accounts and ensures payments are collected in a timely manner
· Follows all cash, direct billing and credit card handling procedures including responding to any credit card inquiries and/or disputes
· Orders and purchases front office related supplies at the best prices while ensuring the best quality and adherence to brand standards
· Maintains inventory of supplies and ensures that the staff follows proper inventory/cost control procedures
Human Resources
· Assists the General Manager in managing all human resources functions including recruiting, selecting, orientation, training, performance planning and evaluation and pay/reward programs to maintain a skilled, qualified workforce
· Empowers hotel staff to deliver great guest service by encouraging and rewarding responsive guest assistance, and appropriate guest service behaviors. Provides clear, objective and timely feedback to associates regarding their performance
· Maintains a positive, cooperative work environment between staff and management
· Emphasizes training and development as a way of doing business to empower associates to provide a superior level of guest service and efficient operations
· Monitors and maintains acceptable turnover levels
· Accurately uses hourly associate disciplinary procedures and documentation. Follows appropriate disciplinary steps up to and including terminations
· Ensures personnel files are accurate and comply with both local and federal regulations
· Administers personnel policies fairly and consistently
· Resolves associate grievances in a fair and timely way
· Monitors accurate and appropriate hours worked through the regular reporting of payroll to the Woodbury Corporation accountants
· Ensures associates know responsibilities and manage against those responsibilities
· Ensures that associates know policies, pay procedures, bonus plans and benefits and submits necessary paperwork to the Woodbury Corporation accountants within the required time frame
· Helps to develop management talent by acting as a mentor for associates
· Ensures training documentation is properly maintained
Safety and Security
· Assists in recognizing and correcting potential safety hazards (broken doors, fire hazards, etc.) and security problems (locking doors after hours, etc.)
· Continuously looks for conditions which may endanger associates or guests of the hotel and takes immediate action to report any hazardous conditions found
· Remains watchful and reports any suspicious activity as needed to ensure safety of guests, associates and hotel assets
· Communicates departmental Job Safety Analysis, and strives to promote an accident-free environment
· Understands and follows “Right to Know” MSDS instructions which apply to supplies and chemicals
· Protects personal information of all guests and associates by communicating and adhering to privacy standards. Privacy standards include, but are not limited to in-person, phone, or electronic communications
· Adheres to policies and procedures for the hotel’s key control system and ensures procedures are communicated to and followed by all associates
· Complies and ensures that Hilton PCI standards for guest confidential information including credit cards procedures are being followed
· To be fully informed and capable of performing necessary hotel procedures in case of an emergency
· Has a thorough knowledge and is capable of performing hotel operations in case of an emergency
· Ensures that all associates are trained to act according to procedures in the event of an emergency or accident at the hotel
General Duties and Expectations
· Manages time effectively to accomplish all desired tasks, duties, and action plans
· Adheres to all attendance policies including being punctual for all shifts and meetings
· Maintains a professional appearance and demeanor in all situations involving guests, associates and vendors
· Delegates responsibilities appropriately and effectively to department personnel
· Complies with all Brand Standards
· Uses respect, integrity and sound judgment during each interaction with guests, associates and vendors
· Keeps and promotes a positive attitude at all times
· Works a minimum of 40 hours per week.
· Available to work shifts based upon hotel need including nights, weekends and holidays
· Attends all required staff and managerial meetings.
Food and Beverage Responsibilities
· Supervises the activities of the Food and Beverage Department through the Food & Beverage Supervisor and Events staff.
· Assists in shopping alternative vendors when necessary.
Physical Demands: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the associate is regularly required to walk, use hands to finger, handle, or feel objects, tools, or controls, and talk or hear. The associate frequently is required to reach with hands and arms. The associate is occasionally required to stand, climb or balance, stoop, kneel, crouch or crawl, and taste or smell.
The associate must regularly lift and/or move up to 10 pounds, and occasionally lift and/or move more than 50 pounds. Specific vision abilities required by this job include close vision, distance vision, reasonable color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment: The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the associate frequently works near moving mechanical parts. The associate occasionally works in high, precarious places and in outside weather conditions and is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, toxic or caustic chemicals, extreme cold, and extreme heat. The noise level in the work environment is usually moderate.
Hi. We are glad you are here and interested in employment with us. Woodbury Corporation is a very unique and diverse organization with a remarkable history of 100+ years of service and growth. If you’re interested in a career with a strong company driven by integrity, check out the various career opportunities we have available.
Job Detail
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