Assistant General Manager/AGM

Position Summary: The primary duty of the Assistant General Manager is to play a key role in the planning and direction of the entire hotel to ensure that we provide excellent service to our guests and enrich our associate's working experience. The Assistant General Manager (AGM) leads the staff as coach and trainer in the proper execution of Front Desk, Housekeeping, Laundry, Maintenance, and Food Service standards. This includes the assessment of staff and property by "walking" the site and managing the team on a continual basis throughout the day.

Accountabilities: The primary responsibility of the Assistant General Manager is to ensure accurate, timely, and professional service to internal and external hotel guests. The AGM also assumes the role of General Manager in their absence. The AGM will hire team members, manage performance, communicate feedback, administer discipline, and train the team in successful performance of their jobs. The AGM provides effective guest service and is responsible for the total site in the absence of the General Manager. Additionally, the AGM is expected to maintain a profitable food & beverage department while maintaining high quality products and service. The F& B department must achieve or exceed budgeted revenues, profit margins, food & beverage costs, and labor and expense percentages, and maximize G.S.I. To accomplish this the Assistant General Manager is expected to market ideas to promote business, reduce employee turnover, maintain payroll budget, maintain sales/revenue budget, and increase productivity while keeping quality consistent.

Qualification Standards

Education & Experience:

• At least 4 years of progressive experience in a hotel or a related field required with substantial experience in food & beverage
• Completion or enrollment in a Hospitality Management program preferred
• High School diploma required
• 4-5-year degree in Hospitality or Business Management preferred
• Management experience in hotel required, experience in F& B and rooms required

• Must have proven leadership and management skills
• Valid ServSafe and TIPS (or similar) Certificates preferred

Work Environment:

• Under variable temperature conditions
• Under variable noise levels
• Outdoors/Indoors
• Around chemicals, fumes and or odor hazards
• Around dust and or mite hazards

Physical Requirements:

• Long hours, many of which can be spent standing or walking, sometimes required
• Ability to stand for long hours and walk long distances without fatigue
• Ability to bend, stretch, stoop and reach repeatedly without difficulty
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects
• Ability to work under variable temperatures and noise levels
• Near Vision - The ability to see details at close range

Mental Requirements:

• Oral and Written Comprehension and Expression - Must be able to convey & understand information and ideas in English
• Must be able to evaluate and select among alternative courses of action quickly and accurately
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
• Must work well in stressful, high-pressure situations
• Must maintain composure and objectivity under pressure
• Must have the ability to assimilate complex information, data, etc. from multiple sources and consider, adjust, or modify to meet the constraints of the need
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests
• Mathematical Reasoning - Must be able to work with and understand financial information and data, and basic arithmetic functions
• Multi-lingual skills helpful

Other Abilities, Skills, Knowledge:

• Thorough knowledge of F& B procedures and serving standards
• Health Department rules and regulations
• Liquor laws and regulations
• Bartending skills

Duties & Functions

Essential:

• Approaches all encounters with guests and employees in a friendly, service-oriented manner
• Maintains regular attendance, as required by scheduling which will vary according to the needs of the hotel
• Maintains lofty standards of personal appearance and grooming, as defined in the hotel handbook, when working
• Always complies with New Castle standards and regulations to encourage safe and efficient hotel operations
• Acts as a mentor for all members of our team to ensure the processes, procedures and standards are consistently delivered and policies are adhered to

• Keeps GM and managers/supervisors fully informed of all challenges or matters requiring attention
• Supervises staff including; interview, hire, schedule, train, develop, empower, coach & council, recommend and conduct performance and salary reviews, resolve problems, provide open communications, recommend discipline & termination as appropriate
• Helps direct the development and implementation of capital projects from an operational aspect
• Ensure compliance with all local liquor laws, and health & sanitation regulations
• Ensure departmental compliance with S.O.P.s
• Must be able to perform all restaurant/ lounge duties / room service duties
• Be up to date on all guest services, promotions and events in the Hotel
• Supervise staff including; interview, hire, schedule, train, develop, empower, coach & council, recommend and conduct performance and salary reviews, resolve problems, provide open communications, recommend discipline & termination as appropriate
• Check and respond to electronic communications in a timely fashion
• Check appearance of all department employees to ensure compliance with NCHR Standards of Appearance, council when necessary

• Monitors cost controls, property conditions, cleanliness and quality of product and service throughout the hotel on an on-going basis
• Maintains relationships with key partners and develops new business relationships
• Assists in employee development and succession planning
• Institutes whatever safety measures are necessary to comply with appropriate franchise, company, local or national regulations
• Develops and implements procedures to improve operations
• Responds to all calls and questions from owners, guests, employees, and departments in a timely manner
• Coaches and supports hotel team to effectively manage wages and controllable expenses
• Strives to meet budgetary expectations while delivering great guest and team member satisfaction

• Assists in the preparation of the operating budget and monitors department with respect to same
• Manages costs within the hotel, including supplies, utilities, food and beverage, and labor expenses to within budgeted parameters

• Ensures service, technical skills and other training occurs throughout the property to support successful daily operations
• Establishes and maintains open, collaborative relationships with direct reports and entire team & ensures direct reports do the same for their teams
• Establishes a presence with team members on property and actively solicits team member feedback
• Utilizes an "open door" policy and reviews team member engagement results to identify and address team member problems or concerns
• Fosters team member commitment to providing exceptional service; participates in daily stand-up meetings; and models desired service behaviors in all interactions with guests and team members
• Demonstrates and communicates drivers of guest satisfaction; ensures core elements of service strategy are in place to produce the desired results.
• Pulls together resources to resolve guest and operational issues and impact results
• Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction
• Observes service behaviors of team members and provides feedback to individuals and/or supervisors
• Continuously strives to improve service performance
• Analyzes service issues and identifies trends
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results
• Ensures property meets franchise standards
• Serves as Manager on Duty, as needed.
• Performs other duties as assigned, including filling in on all roles due to staff shortages

• Develop, compile and implement menus
• Supervise all Food & Beverage personnel
• Prepare weekly work schedules for food and beverage staff
• Prepare payroll

Marginal

• Other duties as required
• Conduct and attend all required meetings
• Meet and greet guests
• Assist staff with proper completion of tip and closeout reports

All New Castle employees are special safety and security agents and, whenever possible, are to report of correct and safety or security deficiencies. They are to be constantly on the alert for any unsafe or unsecured areas which bay threaten the wellbeing of guest or fellow employees or the maintenance and security of the hotel property and react accordingly.

This hotel functions 7 days a week, 24 hours a day. All employees must realize that we schedule as business dictates.