Assistant General Manager
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Assistant General Manager ESSENTIAL DUTIES AND RESPONSIBILITIES: Provide exceptional customer service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving team and Brand goals. Perform quality assurance (QA) requirements for department. Ensures that all policies, procedures, federal, state and local ordinances with regard to personnel, security, cash handling, guest relations and safety are followed. Receives, records, and acts on guest complaints and grievances, as well as compliments and commendations. Assists the General Manager in directing and overseeing all operational activities and departments in the hotel to maximize revenue and deliver a positive experience and exceptional customer service for the guests. Receives, records, and acts on guest complaints and grievances, as well as compliments and commendations. Ability to perform all Front Office duties to include: Front Desk, Van Driver and accounting functions. Basic knowledge of how to solve Front Office equipment problems and/or who to contact for resolutions. Be readily available and approachable for all guests. Ensure that departments achieve or exceed guest's service expectations. Extend professionalism and courtesy to guests at all times. Become involved in community and/or government affairs. Assist supervisors in understanding associates ever-changing needs and expectations, and exceed them. Set clear expectations for team members; post and update. Communicate all goals and results with associates. Create a hotel environment that emphasizes motivation, empowerment, teamwork and a passion for providing exceptional service. Lead by example demonstrating self-confidence, energy and enthusiasm. Motivate and encourage staff to solve guest and associate related concerns. Recognize good team performance on a continuous basis through reward and recognition programs. Conduct monthly reward and recognition meeting celebrating goal and associate achievements.