JOB OVER VIEW
We are seeking an Assistant General Manager/ Operations Manager to join our team. The ideal candidate will assist the General Manager in overseeing daily operations, managing staff, and ensuring excellent customer service. You would overlook the Front Desk, Restaurant Housekeeping and Maintenance departments.
ESSENTIAL JOB FUNCTIONS
- Interview, train, recommends performance evaluations, resolve problems, provide open communication and recommend discipline and or termination when appropriate. Train associates, in classroom style or one-on-one to continually develop the staff that directly reports to you.
- Responsible for scheduling of the department.
- Implement company and IHG Brand Standards and manage the operations of the Front Office, F&B and Housekeeping Dept (Front Desk, Suite Shop etc.) to ensure compliance with SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
- Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
- Responsible for running all day-to-day activities of the Front Desk and Bar .
- Manage the operational and staffing functions of their shift. Primary focus should be assisting the Front desk associates with check-ins, check-outs, banking out, shift closing, and other general support functions. Maintain and promote Guest Hospitality during shifts at all times. Be able to train or instruct Front Desk Associates on a day-to-day basis when needed.
- Must be hands on with room inspections, experience with preventive maintenance plans for the HK Department. Able to order, do inventory and maintain par stocks for the department.
- Stock the Suite shop on a daily basis and maintain inventory. Check storage rooms and place orders with vendors before we run out of items
- Administer discipline and counseling when needed. Involve GM in disciplinary situations when required.
- Assist Front Desk Associates with Guest problems or complaints.
- Ensure that equipment at the Front Desk is in working order. Failure of Front Desk equipment needs to be reported immediately. Thoroughly complete supervisors' checklist by the end of your shift. Control Front Desk Associates overtime.
- Be familiar with day-to-day selling strategy of rooms.
- Have knowledge of any and all promotions and/or current program etc.
- Assist the GM with functions related to accounting queries, HR queries and Sales
- Must be able to work evening shifts and weekends.
- Perform any other job related duties as assigned.
MINIMUM QUALIFICATIONS
Must have 2-3 years' experience in a management role in Hotels is preferred
Prior Hotel Front Desk supervisory or management experience is required
REQUIRED SKILLS AND ABILITIES
- Must have the ability to communicate in English.
- Self-starting personality with an even disposition.
- Maintain a professional appearance and manner at all times.
- Can communicate well with guests.
- Must be willing to pitch-in and help co- workers with their job duties and be a team player.
- Ability to handle cash and credit transactions.
- Must possess thorough knowledge of all guest services department operations, and individual job requirements.
- Excellent written, verbal, and organizational skills required.
- Computer literacy and financial management a must.
- Ability to resolve guest, supervisor and employee conflicts.
- Able to manage effectively multiple tasks at all times.
Job Type: Full-time
Pay: From $74,779.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
- 10 hour shift
- 8 hour shift
- Day shift
- Evening shift
Weekly day range:
- Every weekend
- Monday to Friday
Experience:
- Hotel management: 2 years (Required)
Ability to Commute:
- Napa, CA 94558 (Required)
Ability to Relocate:
- Napa, CA 94558: Relocate before starting work (Required)
Work Location: In person