Assistant General Manager

Silver Cloud Inns & Hotels

Assistant General Manager Job Description

Position Title:            Assistant General Manager

Reports to:                General Manager

Overview: We are currently recruiting an Assistant General Manager for our Silver Cloud, Broadway Hotel. Located in the trendy Capitol Hill neighborhood of downtown Seattle, we are directly across the street from Swedish Medical Center and Seattle University. The hotel also offers our new restaurant Jimmy's on Broadway, one of Seattle's favorite full service restaurants, located in the hotel.

Company History: Founded in 1980, Silver Cloud Inns & Hotels is proud to celebrate over 30 years of providing outstanding guest service. Following the simple premise of offering our guests "Friendliness and Cleanliness", we have become the symbol of hospitality in the Pacific Northwest. Our reputation in these two areas exemplifies why our guests return again and again.

Silver Cloud Inns & Hotels remain locally owned and operated and we continue to put extraordinary customer service and trust at the center of all we do. From both the Corporate and Hotel level, our entire staff takes personal pride in providing superior customer service to each and every guest. Our goal is to treat each of our guests as if they were in our own home.

Position Summary:

Assists the General Manager to manage the activities of the hotel operations which includes guest relations, front desk, housekeeping, food & beverage, engineering, finance, team building, and staff improvement.  This position works closely with the property General Manager, Director of Sales, Front Office Manager, Food & Beverage Director, Director of Housekeeping, and Chief Engineer.

The key functions include:

1.    Promote an atmosphere that ensures the company mission statement “Friendliness and Cleanliness”

2.    Provides an environment where staff and individual departments can support each other and achieve goals for productivity, occupancy, ADR and customer service.

3.    Planning for future requirements in operations such as staffing requirements, supplies, capital expenditures, training through team meetings with the DOS, the F&B Director, supervisors and work teams.

4.    Assists the General Manager in coordinating the efforts of operating departments to achieve goals, objectives, and budgets.

5.    Assists the General Manager to search for continuous reduction in the cost of operations, including increased productivity and quality.

6.    Support the DOS to seek increased occupancy, ADR and quality customer service through staff training and guest relations.

7.    Assists and supports the Food & Beverage Director to provide an exceptional dining experience that encourages loyalty from both the on property guest and from the local guest.

8.    Ensures that all departments comply with federal, state and local regulations.

9.    Interfaces with corporate accounting, information systems, revenue management, and operations staff as required.

Position Requirements & Responsibilities:

A.   Guest Services:

1.    Promote an atmosphere that insures the company mission statement “Friendliness and Cleanliness” is understood and practiced by all employees.

a)    Continuous employee training to achieve exceptional guest relationship management.

b)    Encourage employee stability.

c)    Promote on going implementation of best practices based on guest/staff concerns.

d)    “Set” the example of friendliness by personal interaction with our guests.

2.    Encourage effective guest communication between staff, management, and guests.

a)    Assure that all comments are responded to in a timely manner.

b)    Encourage all staff to solicit guest comments on their stay.

c)    Resolve all guest concerns and complaints to the satisfaction of the guest.

B.   Management Skills:

1.    Communication:  Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.

2.    Decision Making:  Makes decisions systematically, can make decisions under pressure, builds a consensus, can make difficult/unpopular decisions, considers impact of decisions.

3.    Delegation:  Assigns authority and tasks to promote growth and enhance productivity.  Insures tasks are supported and fulfilled.

4.    Dependability:  Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.

5.    Hiring:  Defines position requirements and necessary skills, recruits large applicant pool, prepares for and conducts effective interviews, values both experience and potential, selects appropriate candidates, builds teams with complementary skills, promotes diversity in hiring.

6.    Initiative:  Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development.

7.    Interpersonal Skills:  Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism.

8.    Judgment:  Uses good judgment, applies past experience, prioritizes tasks, provides manager with feedback, manages resources well.

9.    Leadership:  Is persuasive and convincing, is fair and impartial, sets high standards, establishes a clear focus and direction, implements company policies, tackles tough issues.

10.  People Development:  Provides feedback and coaching, rewards hard work and risk taking, takes mentoring role, challenges and develops employees, accepts mistakes, provides visibility/opportunity.

11.  Personal Organization:  Keeps information organized and accessible, maintains clean/functional workspace, works systematically/efficiently, and manages time well.

12.  Problem Solving:  Anticipates and prevents problems, defines problems, overcomes obstacles, generates alternative solutions, helps solve team problems.

13.  Teamwork:  Works well in groups, helps resolve conflicts, facilitates meetings, works well with other departments, is flexible and open-minded, focuses team on strategies and goals.

14.  Work Environment: Promotes mutual respect, keeps workplace clean and safe, supports safety programs.

C.   Physical Plant and Equipment:

Assists the General Manager with the following:

1.    Conduct Property Inspections: 

a)    Daily inspection of exterior building and grounds.

b)    Daily inspection of common areas including hallways, lobby(s), pool(s) and/or spa, fitness center, public restrooms, and conference rooms.

c)    Inspect guestrooms on a regular and frequent basis.

2.    Coordinate all property and plant and equipment inspections with state, local, and third party inspectors.

3.    Establish and maintain safety & compliance requirements through an accident prevention program.

4.    Train key personnel in all emergency procedures such as 911 calls, fire alarms, power, water and elevator shutoffs, and location of safety equipment (fire extinguishers, first aid kits, M.S.D.S. forms, etc.)

5.    Confer with corporate staff on needed capital improvements or emergency repairs.

6.    Insure established maintenance procedures meet the needs of physical plant and equipment.

D.   Fiscal Administration:

Assists the General Manager with the following:

1.    Daily examination of all revenue and expense areas generated by the hotel.

a)    Complete Manager’s RDP Checklist.

b)    Review all mail and approve all proper invoices.

c)    Post all payments to accounts receivables.

2.    Weekly review of supply inventories and approval of orders.

3.    Timely (twice weekly) deliveries of daily reports and invoices to corporate office.

4.    Monthly review and analysis of all reports received from corporate office.

5.    Monthly preparation of required reports sent to corporate office:

a)    Complete Manager’s Monthly Checklist.

b)    Monthly Accounting Reports.

c)    Bi-monthly A/R Delinquent Status Report.

d)    Linen Inventory Report.

e)    Tax Exempt Reports.

f)     Quality Assurance Summary Report

6.    Print and review Travel Agent statements and process checks.

7.    Compile and process employee payroll information on a semi-monthly schedule.

8.    Research potential direct bill accounts for credit approval/denial.

9.    Contact direct bill customers in a timely manner to collect on accounts 30 days or more in arrears.

10.  Compile and submit recommendations for annual capital improvements and major maintenance projects.

E.    Departmental Supervision and Communication:

Assists the General Manager in the following:

1.    Coordinate personnel management within each department.

a)    Provide assistance and coaching in recruiting and hiring of personnel.

b)    Assist supervisors in developing effective training for new personnel.

c)    Create an atmosphere that encourages employee growth and improvement.

d)    Coordinate timely employee performance and salary reviews with departmental heads.

2.    Involve employees in an action plan for continuous improvement.

a)    Facilitate weekly staff meetings and confer with staff regarding concerns.

b)    Stimulate ideas and encourage volunteers to form action teams.

c)    Provide coaching to action teams to bring closure through change. Administer disciplinary actions when required.

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3.  Perform annual performance evaluations with department heads.

F.  Revenue Growth

1.         Works with Revenue Manager to develop and implement a revenue management strategy.

2.         Oversees the rates and availability on GDS, company web site, and third party booking engines.

Position Factors:

Works closely in conjunction with all other Department Directors/Managers in the following:

1.    Degree of supervision:  Supervises or oversees the supervision of 20-50 people in a wide variety of activities.

2.    Working conditions:  Requires 50 flexible hours or more per week including evenings and weekends as required to meet the responsibilities.

Qualifications:

      • Must be enthusiastic and energetic with a passion for hospitality

      • Minimum three years of experience in hotel operations management

      • Ability to read, write, and speak English fluently

      • Proficiency in computers to include Microsoft Word, Excel, and other hotel

        operating systems

      • Proven record of success with Quality Assurance reviews and Guest Satisfaction

      • Excellent oral and written communication skills

      • Thorough understanding of total hotel operations

       Salary and compensation package is competitive. Relocation package is not included. If interested in

       applying, please log on to www.silvercloud.com and click on employment to complete our online

       application and submit your resume.