Assistant General Manager - The Armstrong Hotel

ABOUT US

The Yarrow Group is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

OUR VALUES

We Engage and We Listen

We Care and We Own

We Provide and We Ensure

We Appreciate and We have Fun

JOB OVERVIEW: Provide guidance and leadership to the Rooms Division, ensuring consistent compliance with policies, leadership of staff in housekeeping, front desk and food & beverage, manage financial responsibilities of the department and provide excellent guest experiences. Manage all staffing requirements, assist with Revenue Management strategies, control labor costs, maximize departmental profits, oversee staff activity and ensure everyone is acting in compliance with rules and policies.  Acts as General Manager in the General Manager’s absence, as requested.

ESSENTIAL JOB FUNCTIONS:

• Implement and manage daily quality process including goal communication, associate improvement, compliance with standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly. Thoroughly understand all duties of both the front desk, housekeeping and food and beverage so you can both assist the team when they come to you with questions as well as identify when they are performing a task incorrectly.
• Interview, hire, train, complete annual performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Communicate both verbally and in writing to provide clear direction to staff.
• Assign and instruct Housekeeping Supervisors and Front Desk Supervisors in details of work. Observe performance and encourage improvement. Schedule the team accordingly to occupancy levels and labor standards. Ensure labor standards are enforced and overtime is only done when pre-approved by you. Maintain the department’s check book and get approval for any costs above and beyond the check book amounts. Oversee the P&L process to ensure all receipts are accounted for in the correct month.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Organize your day so that you are present during high volume times at the front desk and in housekeeping. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.

• Supervise the budgeting, forecasting, training, scheduling, motivating and staffing of the Rooms Department. 
• Ensure that safety and security is always top of mind. Conduct daily walks of the property to identify issues before they become they arise. Review Security and front desk shift reports daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.
• Work closely with the General Manager in establishing and monitoring policies and guidelines in the day to day operation to ensure profitability and consistency. As problems are discussed with you by the team, it is your responsibility to communicate them with the General Manager and follow up as required. 
• Plan, organize, chair, attend and/or participate in various meetings such as: Staff Meetings, Rooms Division Meetings, Family Lunch, Quality Teams Meetings, etc.
• Comply with attendance rules and be available to work on a regular basis. Lead by example by following all policies and procedures yourself. 

• Perform any other job related duties as assigned.

Requirements

REQUIRED SKILLS AND ABILITIES:

• Must have the ability to communicate in English.
• Self-starting personality with an even disposition.

• Always maintain a professional appearance and manner.
• Communicate well with guests.
• Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.
• To be successful in the role it requires the ability to make sound decisions on the spot whilst assessing the situation (s) at hand.
• To ensure complete and timely follow-up with both guests and employees.

• Also, the negotiation of contracts with vendors plus the planning, organization and implementation of projects.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Complex mathematical skills and considerable skill in the use of a calculator and Excel to prepare complex mathematical calculations without error, i.e. budgets, forecasting.
• Ability to be mobile for significant distances between and within buildings on the property.
• Ability to observe performance and detect signs of emergency situations and respond with proper action.

• This position will work on weekends and holidays.
• Position requires evenings shifts on most days.

Benefits

Compensation based upon experience, Medical, dental and vision insurance, 401k with company match, Generous PTO program

• Paid Time Off (Vacation, Sick & Public Holidays)
• Health Care Plan (Medical, Dental & Vision)
• Short Term & Long Term Disability
• Wellness Resources
• Life Insurance (Basic, Voluntary & AD&D)
• Retirement Plan (401k, IRA)
• Training & Development