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Assistant General Manager

posted February 15, 2019

Hilton New York JFK Airport
Jamaica, NY
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Assistant General Manager
538691 l

About This Job

Job Description

We are looking for an Assistant General Manager to provide guidance and leadership to the rooms division, ensuring consistent compliance with hotel policies and quality guest service while maximizing departmental profits. Indirectly offer supervision for the entire hotel, directly manages the Front Office, as well as making policies and developing plans for carrying out work programs. The right candidate will be able to act as General Manager in the General Manager’s absence, as requested.

  • Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with Hilton standards of product and performance, service recovery and problem resolution. Disseminate feedback from reviews, guest satisfaction and service failure measurements and coach accordingly.
  • Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate. 
  • Responsible for the overall operation of the Front Desk, which includes room rental, reservation management, team member staffing, training, record keeping, report preparation, guest relations
  • Communicate both verbally and in writing to provide clear direction to staff.
  • Assign and instruct rooms and food and beverage division department supervisors in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
  • Supervise the budgeting, forecasting, training, motivating and staffing of the rooms department including: telephone, housekeeping, front office, laundry, guest services, and food & beverage. 
  • Prepare forecast expenses and actual results for the rooms division revenues and expenses. Review security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.
  • Work closely with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.
  • Plan, organize, chair, attend and/or participate in various hotel meetings such as: staff meetings, rooms division meetings, front office meetings, BEO meetings, etc.
  • Comply with attendance rules and be available to work on a regular basis.
  • Provide support when/if needed to area Chartwell Properties.
  • Perform any other job-related duties as assigned..

Job Requirements

  • Must be available to provide coverage in the General Manager’s absence, including weekends and holidays as determined by the volume of business. 
  • Any combination of education and experience equivalent to graduation from College or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma required. Minimum of 4 years hotel management experience as Department Head or above, preference given to those who have experience in multiple rooms departments (must include Front Office).
  • Ability to listen effectively and to speak English clearly.
  • Hearing and visual ability to observe performance and detect signs of emergency situations and respond with proper action.
  • Ability to read and communicate verbally and in writing to prepare complex occupancy reports.
  • Complex mathematical skills and considerable skill in the use of a calculator to prepare mathematical calculations without error, i.e. budgets, forecasting.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information to resolve conflicts.
  • Requires the exercise of considerable managerial skills, as the position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability and planning, organization development, and coordination of large scale work projects.
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About This Employer

Hilton New York JFK Airport

144-02 135th Avenue
Jamaica, NY 11436

(718) 659-0200

356 Room Hotel

www3.hilton.com

At A Glance

Just ¼ mile from JFK Airport, Hilton New York JFK Airport is your ticket to convenience whether you’re flying in, flying out, or just looking for a hotel near Jamaica, NY’s corporate offices. Take advantage of our free shuttle, plus an indoor pool and complimentary business center. Located in a neighborhood of Queens, our Jamaica, NY hotel is a great base for a side trip into Manhattan, 15 miles away.

  • ¼ mile from JFK airport with complimentary airport shuttle 
  • Located near DHL, Swissport, GEO Group, and Delta corporate offices
  • Mini-fridge and designated work space in all guest rooms
  • Sparkling indoor pool and well-equipped fitness center
  • American bistro-style restaurant and sports bar open until midnight daily 
  • 9 versatile meeting rooms accommodating up to 500 guests