Job Description

Position Summary

The Assistant General Manager (AGM) assists the General Manager in the day-to-day operations of the property, with an emphasis on overseeing all aspects of Food and Beverage operations. The AGM ensures high levels of guest satisfaction, operational efficiency, and financial performance across the hotel and restaurant, while also cultivating a positive culture that ensures all departments run smoothly and efficiently.

Duties and Responsibilities

Essential Functions:

• Market, curate, develop, and manage all aspects of the F&B outlets.
• Support departmental leaders in Front Office, Housekeeping, Sales, Maintenance, and other areas as needed.
• Serves as the MOD in the absence of the General Manager.
• Champion exceptional guest services across all outlets and the hotel, ensuring a consistent experience and customer satisfaction.
• Approach all encounters with guests and Associates in a friendly, service-oriented manner.
• Act as an ambassador to the hotel and restaurant, ensuring guests receive an unparalleled experience.
• Maintain focus and be accessible to both internal and external guests' needs.
• Maintain effective communications between all departments.
• Act as Concierge, Bellman, Valet, Housekeeper, and problem solver as needed.
• Conduct routine inspections of all areas of the hotel and restaurant, recognizing and correcting any potential safety hazards and cleanliness issues.
• Solicit guest feedback regarding hotel and restaurant services and facilities, and take corrective action to solve any reported deficiencies.
• Monitor and adhere to existing Hotel SOPs.
• Assist in the selection and continuous training of staff to provide high-quality service to guests.
• Update availability and information in all systems as required.
• Assist in evaluating the performance of all Associates.
• Day-to-day management responsibilities include scheduling, motivating, assigning activities, training, and assessing policies and procedures.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations with minimum supervision.
• Must have the ability to understand complex information, data, etc., from contrasting sources, and adjust or modify to meet the constraints of that particular need.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be able to work with and understand financial information, data, and basic arithmetic functions.
• Must have the ability to work various hours and shifts to meet business and staffing demands.
• Maintain regular attendance in compliance with The Ellison Hotel standards, as required by scheduling, which may vary according to the needs of the property.
• Other related duties as required.

Financial Returns:

• Understand and assist the General Manager with basic accounts payable/accounts receivable functions, along with P&L analysis and budgeting.
• Control costs at the same time as protecting the assets of the hotel
• Ensure any irregularities are recorded in appropriate locations and brought to the attention of the property GM.

People:

• Create and maintain a strong team with great cohesiveness.
• Under the direction of the General Manager, effectively hire, train, and hold accountable the Associates in reporting departments. Hire without any discrimination or bias.
• Understand and execute the company’s coaching and disciplinary policies.
• Ensure team members meet the Brand and Company’s educational standards and document to the brand standards.

Operations:

• Effectively execute and maintain all F&B operational 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 the hotel and restaurant team 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 the General Manager to achieve brand and corporate goals (daily, monthly, and annually).
• Ensure a safe and secure environment for guests, team members, and hotel assets in compliance with the hotel’s or owner’s policies and procedures and regulatory requirements. This includes ongoing hotel inspections and maintaining records to the company and brand standards.