Assistant General Manager - Metropolitan at Northwood Investors

The Assistant General Manager supports the General Manager with all aspects of hotel
operations.

• Assist the General Manager in ensuring maximum operational efficiency.
  * Assist the General Manager in establishing the hotel's prominent position within the competitive market.
  * Review and analyze monthly results, highlight problem areas and discuss these with the General Manager and appropriate staff. Ensure appropriate action is taken to rectify issues.
  * Active participant of Executive Committee
  * Participate in all Revenue Management meetings and strategy discussions
  * Oversee Valet contract and ensure their leadership has a high level of service standards at all times
  * Attend BEO meetings to stay abreast of weekly activities in the hotel
  * Attend company social and promotional functions, maintaining a high profile with current and prospective clients.
  * Be aware of current trends in the industry and make suggestions how these could be implemented for the benefit of the resort.
  * Attend meetings and training courses as required and continually strive for the improvement of professional skills.
  * Recruit, interview and evaluate staffing guidelines for all Rooms departments.
  * Train management staff to be conversant with and implement all company policies and procedures.
  * Motivate and inspire staff to apply guest-service standards and policies that will distinguish Amara Resort and Spa from the competition.
  * Handle all disciplinary counseling as needed according to policy.
  * Coach team members to reinforce positive behavior and to improve performance as needed.
  * Train management and mentor operational leaders.
  * Coach and direct activities to achieve desired performance. Follow up and ensure that the agreed-upon action and developmental plans identified during the evaluation process are being put into effect.
  * Work with the General Manager and Director of Finance to ensure financial targets are being achieved.
  * Communicate anticipated business demands daily with each departmental representative.
  * Accommodate all guest requests in an accurate and efficient manner. Coordinate all group requests and needs.
  * Handle all guest complaints in a timely manner, maintaining a positive impression with the guest on resolving any complaints.
  * Follow up to ensure complaints or problems are resolved and action is taken to avoid recurrence.
  * Assist front desk as needed.
  * Arrange VIP visits as necessary, communicate with VIP contacts and between departments, and serve as on-site contact for VIP visits.
  * Regularly review guest comments and develop actions to address problem area for guests.