Posted May 9, 2022TPG Hotels, Resorts & Marinas
POSITION SUMMARY The Company operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting and ending times, and hours worked in a week.
The Assistant General Manager oversees and directs all aspects of hotel operations including property maintenance, asset protection, guest service, sales, food and beverage, accounting/budgeting, and human resources. The Assistant General Manager directs all operations in alignment with the vision and direction of the Company, brand requirements, and local, state and national regulations. Responsible for quality service, meeting/exceeding financial goals, short and long term planning and day-to-day operations. Recommends the hotel's budget, marketing/business plans, capital expenditures and manages within approved plans and objectives.
This position directly manages the hotel's executive committee and indirectly manages all hotel associates. Articulates Company goals to the hotel’s management team and associates. Demonstrates commitment to these goals through work ethic, integrity and respect for the Company and its associates. Unites associates in a common commitment to achieve and exceed these goals. Works closely with management throughout the Company and regular contact brand management and hotel owners. Impresses guests with quality and timely service in a pleasant and friendly manner.
ESSENTIAL FUNCTIONS Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Guest Satisfaction – Ensure Company and brand service standards and procedures are followed throughout the hotel. Ensure Department Heads are properly scheduling staff to ensure adequate coverage while managing department budgets. Spend time in the lobby during prime check-in and check-out hours to learn how guests enjoy their stay. Resolve guest complaints as appropriate to maintain guest satisfaction. Regularly review guest scores to identify areas needing improvement and oversee appropriate corrections. Work collaboratively with management and associates to identify current and emerging frequent travelers, so appropriate services will be available to meet guests’ needs. Regularly confirm adherence to all guest service basics such as uniforms, name tags and proper guest greeting. Be knowledgeable on hotel facilities, services and the city to assist guests as appropriate.
Human Resources – In conjunction with the Human Resources department, oversee recruiting, hiring, training, development and retention of a motivated and efficient staff. Clearly communicate to associates the standards of performance and their role in contributing to individual and team success. Ensure all required training occurs and policies and procedures are being followed. Coach, counsel, resolve conflicts, discipline and terminate as appropriate through fair treatment and in compliance with Company policies and procedures. Conduct associate performance and salary reviews in a timely manner and in accordance with Company guidelines. Insist on a work environment that is free from harassment. Promote the hotel as an employer of choice in the community and oversee aggressive recruitment and retention programs to maintain adequate staffing levels.
Sales/Revenue Management –Direct and articulate the sales vision to the associates, so sales opportunities can be identified, qualified, and resources leveraged to quickly close deals. Works with sales team and develops action steps to improve REVPAR performance. Participate in community and professional organizations to maintain high visibility and promote a good image thus fostering future growth.
Profitability -Develop, recommend, implement and oversee the hotel’s annual budget, business/marketing plan, and objectives to meet/exceed financial expectations.Ensure all critical costs including maintenance, food & beverage costs, and payroll are within budgeted guidelines. If necessary, develop action steps to correct any expense problems. Maximize productivity and minimize labor cost by analyzing trends and adjusting staffing guidelines. Review vendors and products to ensure procurement of top quality products at minimum prices. Ensure all accounting policies and procedures are being followed and the hotel is in compliance. Investigate and oversee implementations of new and improved services to capture more guests and a larger share of the local market. Maintain a working knowledge of relevant trends and best practices in business management and finance, so business opportunities can be identified and capitalized on in the continually changing economic and business environment. Submit recommendations for changes and improvements to superiors.
Life Safety/Risk Management -Direct and oversee all facets of the hotel’s life safety activities. Oversee and promote an accident prevention program to minimize liabilities and related expenses. Work collaboratively with Corporate Risk Management to oversee appropriate sanitary, safety, security and emergency policies and procedures are in place and followed. Regularly oversee the staff’s proficiency in sanitary, safety, security and emergency procedures. Practice safe work habits. Notify superiors of any potential liability and propose proper course of action to prevent the hotel from incurring any such liability. Make recommendations to superiors on additional safeguards as appropriate.
Asset Management -Walk the property daily to evaluate the hotel’s physical condition, inventories, identify issues and to speak with and listen to associates. Oversee the Company’s preventative maintenance and repairs to protect guests, associates and assets. Oversee investigations and reports on all incidents and accidents, coordinate activities and liaise with local and federal law enforcement agencies, fire companies and insurance agencies to resolve problems and ensure a safe environment for guests and associates. Work collaboratively with the Corporate Office to ensure Company assets are accurately tracked. Ensure associates are properly trained in the use and maintenance of Company assets. Submit to superiors recommendations on changes and improvements.
Leadership - Oversee all facets of the hotel in a manner consistent with the requirements of the Company, management contract, franchise agreement, and local, state and national regulations. Develop, coordinate and direct activities that foster effective business relations with brand management, local government officials, law enforcement and emergency services. Keep abreast of brand standards and the competition's products and strengths to continually improve revenues and profit margins while maintaining quality. Use business/management knowledge, applications in the industry, and experiences to provide leadership, both internally and externally, to position the hotel as a market leader. Be a coach with a positive attitude on a daily basis. Ensure optimal levels of quality service and hospitality are provided to guests. Regular and timely attendance with high standards of personal behavior, appearance and grooming including wearing the proper nametag when working.
Communication -Ensure all communication containing Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations. Maintain a consistent professional and positive attitude when communicating with guests and associates. Maintain effective two-way communications that crosses departmental lines and reaches all associates. Approach all encounters and actions with guests and associates in a friendly, service oriented manner. Conduct regularly scheduled meetings with hotel management and associates to provide organizational information and educate associates on changes and activities. Communicate hotel activities and plans with superiors and obtain appropriate consultation, guidance and approval.
Administration –Oversee the compilation and analyze various corporate reports and property reports to provide management with accurate information and to comply with corporate policies and procedures as well as government laws and regulations. Complete all required and requested reporting in a timely and accurate manner. Prepare the annual hotel budget and forecasts. Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.
QUALIFICATIONS The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below.
Education and Experience:
A college degree preferably in hotel management. Five plus years of relevant experience in the hotel industry. Recognition within the hospitality industry as a person with integrity and ethical grounding.
Skills and Abilities:
This position requires a substantial and successful track record in profitable hotel management while maintaining integrity and professional bearing. Possess knowledge of accounting and budgeting along with the ability to compile facts/figures and analyze information that involves data manipulation or interpretation to arrive at logical conclusions. Ability to anticipate and identify issues and exercise initiative to investigate, interpret and weigh alternatives to reach logical conclusions and make sound business decisions.
Display consistent professional leadership while simultaneously handling competing and changing priorities and projects. Remain positive, resourceful and possess the ability to improvise while working in a fast-paced environment, sometimes under pressure.
The ability to effectively and efficiently schedule, manage and delegate work. Appropriately and effectively interview, hire, motivate, develop, monitor and address staff performance matters. Possess excellent listening, verbal and written communication skills with professionalism, diplomacy and confidentiality.
Computer proficiency in Microsoft office along with the ability to travel when needed. Must satisfy and comply with the legal requirements for employment within the jurisdiction.
Working Conditions & Physical Effort:
Work is performed inside and outside the hotel. While performing job duties, the associate speaks, listens, completes documents, processes requests and operates office equipment such as a telephone, calculator, computer, copier and fax. Physical requirements include extended periods of standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds. The work involves some exposure to extreme temperatures, chemicals, dirt, fumes, smoke, unpleasant odors, and/or loud noises. The exposure to hazards or physical risks requires following basic safety precautions and use of applicable protective equipment. The job requires close vision with or without corrective lenses. This position is required to operate a motor vehicle.
TPG HOTELS, RESORTS & MARINAS
TPG Hotels, Resorts & Marinas is widely recognized as one of the nation’s premier hotel management companies. We are a national operator of hospitality assets across the entire chain scale, from focused-service hotels and lifestyle / resort properties, to upper upscale, luxury hotels and nautically-based hospitality assets. For nearly four decades, we have delivered exceptional experiences to our guests and above-market performance for our investment partners – that’s how we’ve grown to become one of the largest hospitality management firms in the U.S.
We are an institutional-quality manager; vetted and trusted by global hotel brands, capital partners, institutional investors, and prestigious ownership groups. Whether as an investment partner or straight third-party operator, TPG Hotels, Resorts & Marinas is always operating on behalf of capital partners, and our role as entrusted stewards is to deliver top performance for the guests, investors and to fulfill the brand promise.
TPG Hotels, Resorts & Marinas at a Glance:
At TPG Hotels & Resorts our strengths lie in the full integration of services—from strategic capital improvements to choosing the right brand and effectively managing operations. Success in hospitality is a combination of an excellent product, extraordinary service and keen financial management.
TPG Hotels & Resorts' large and diverse portfolio includes the nation's leading hotel brands—Hilton, InterContinental, Marriott and Starwood properties.
TPG Hotels & Resorts' senior executives average over 20 years of hospitality and real estate experience and are astute at balancing the priorities of our associates and guests. We believe that hotel value enhancement begins with rehabilitation, and that with vertical integration we can maximize revenues, product, and process.
At TPG Hotels & Resorts we are driven to deliver superior brand quality, value and service to our guests and owners.
People are our greatest assets. TPG Hotels & Resorts is proud of its ability to recruit, train and retain the best hospitality personnel in the business. Nationwide, TPG-managed properties are recognized as great places to work and build a career.
TPG Hotels & Resorts supports an entrepreneurial culture by empowering managers and associates to make their jobs rewarding, enriching and fulfilling. Training programs are provided to encourage professional advancement as well as personal success and growth.
Our commitment to excellence in management, service and guest satisfaction is second to none. Being responsive to guest needs is a talent shared and nurtured by everyone at TPG. We believe that achieving exceptional service is invaluable to sustaining profitable operations over the long term.