Assistant General Manager in Niagara Falls, New York at Element Development LLC

We are seeking a dynamic and experienced Assistant General Manager to join our leadership team. This role offers an exciting opportunity to contribute to the strategic direction and operational excellence of our organization. The ideal candidate will be a proactive leader with strong management skills and a passion for delivering exceptional service.

Key Responsibilities:

- Support the General Manager in overseeing daily operations across all departments

- Assist in developing and implementing business strategies to achieve organizational goals

- Lead and motivate team members to ensure high levels of performance and customer satisfaction

- Monitor financial performance, including budgeting, forecasting, and cost control

- Ensure compliance with company policies, industry regulations, and safety standards

- Handle customer inquiries and resolve issues promptly to maintain positive relationships

- Collaborate with department heads to optimize operational efficiency and service quality

- Prepare reports and presentations for senior management on operational metrics and initiatives

Skills and Qualifications:

- Bachelor's degree in Business Administration, Hospitality, or related field

- Proven experience in management, preferably in a hospitality, retail, or service industry

- Strong leadership and team-building skills

- Excellent communication and interpersonal abilities

- Ability to analyze financial data and develop strategic plans

- Problem-solving skills and adaptability in a fast-paced environment

- Proficiency in MS Office Suite and relevant management software

Join our innovative team and be part of a company that values growth, collaboration, and excellence.

• Greet and welcome guests, ensuring a warm, professional, and personalized experience.
• Oversee and support check-in and check-out procedures.
• Handle guest complaints, concerns, feedback, and special requests professionally and efficiently.
• Follow up on guest issues to ensure appropriate resolution and satisfaction.
• Monitor guest satisfaction scores, online reviews, and other guest feedback.
• Identify opportunities to improve the overall guest experience and implement service improvement initiatives.
• Assist guests with information regarding hotel amenities, local attractions, restaurants, transportation, and travel routes.
• Maintain a visible management presence throughout the hotel and interact regularly with guests.

• Recruit, interview, train, supervise, coach, and evaluate hotel team members in accordance with company policies.
• Provide clear direction and expectations to department employees.
• Prepare and review weekly employee schedules to ensure appropriate staffing levels based on occupancy, business demand, and operational needs.
• Monitor attendance, punctuality, productivity, and overall employee performance.
• Conduct regular coaching sessions, performance discussions, and team meetings.
• Address employee performance and conduct issues promptly and consistently.
• Assist with disciplinary actions and documentation in accordance with company policy and applicable employment laws.
• Foster a positive, professional, and accountable team environment.
• Ensure all employees are properly trained on hotel procedures, safety requirements, guest service standards, and company policies.
• Recognize and encourage employees who demonstrate exceptional performance and guest service.

• Assist the General Manager with the day-to-day operation of the hotel.
• Oversee hotel operations in the General Manager's absence.
• Oversee front desk operations, including reservations, check-in/check-out, room assignments, billing, guest accounts, and cash handling.
• Monitor room availability, occupancy, out-of-order rooms, and room status.
• Coordinate with housekeeping and maintenance to ensure rooms and public areas are clean, maintained, and ready for guests.
• Conduct regular inspections of guest rooms, public areas, back-of-house areas, and other hotel facilities.
• Ensure hotel equipment, supplies, and operating areas are properly maintained and stocked.
• Monitor hotel appearance and cleanliness and address deficiencies promptly.
• Ensure compliance with company policies, standard operating procedures, brand standards, and applicable health and safety requirements.
• Respond to operational emergencies and guest situations in a timely and professional manner.
• Assist with implementing operational improvements to increase efficiency and reduce unnecessary expenses.

• Complete and/or oversee daily cash handling, reconciliation, and deposit procedures.
• Ensure daily deposits are prepared accurately and delivered to the designated financial institution in accordance with company procedures.
• Monitor front desk cash drawers and ensure all transactions are properly recorded and reconciled.
• Review daily operating reports for accuracy and identify discrepancies or unusual activity.
• Assist the General Manager with controlling labor costs, operating expenses, and other departmental expenses.
• Monitor payroll hours and staffing levels to ensure labor is aligned with hotel occupancy and business needs.
• Maintain accurate records and documentation in accordance with company requirements.

• Monitor room inventory, occupancy, rates, and availability.
• Work with the General Manager and sales team to maximize occupancy and revenue.
• Monitor cancellations, no-shows, room availability, and overbooking situations.
• Identify opportunities to improve hotel profitability and operational efficiency.

• Ensure employees follow all company safety policies and procedures.
• Maintain a safe environment for guests and employees.
• Report and document accidents, incidents, injuries, property damage, and other significant occurrences in accordance with company procedures.
• Ensure proper handling of guest, employee, and company information.
• Assist with emergency procedures, drills, and response plans.
• Ensure hotel operations comply with applicable federal, state, and local laws and regulations.
• Maintain confidentiality of company, employee, and guest information.

• Communicate effectively with the General Manager and department leaders regarding hotel operations, staffing, guest concerns, maintenance issues, and other business matters.
• Conduct and participate in management meetings and staff meetings.
• Maintain effective communication between departments to ensure smooth daily operations.
• Provide the General Manager with timely updates regarding operational concerns, employee matters, guest complaints, and financial or safety issues.
• Assume management responsibilities and decision-making authority when the General Manager is unavailable.
• Perform other duties and responsibilities as assigned by the General Manager or company leadership.

• A Bachelor’s degree (B.A) from a four-year college or university; or at least two years’ related management, or comparable experience is strongly preferred.
• Minimum of 2 years in hotel operations.
• Ability to develop an understanding of concepts, practices, pre-established guidelines and procedures used by the company in relation to guest service is necessary.
• Computer knowledge including intranet, Property management system, WORD, and EXCEL is strongly preferred.
• Must have a valid drivers’ license, and acceptable driving history subject to company approval.

The physical demands described here are representative of those that must be met by an employee 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 employee is regularly required to stand, walk, sit, use hands to finger, handle or feel, reach with hands and arms, climb or balance, and talk or hear. The employee is frequently required to stoop kneel, crouch or crawl and taste or smell. The employee must regular lift and or move up to 50lbs, occasionally lift or move up to 50lbs. Specific vision abilities required by this job include peripheral vision and depth perception.

Disclaimer

The above is intended to describe the general contents of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.