Reporting to the General Manager, the Assistant General Manager is responsible for supporting all aspects of the operation including guest and employee satisfaction, human resources, financial performance, sales and revenue generation and delivering a return on investment. They will assist the General Manager in leading the team in the development and implementation of property-wide strategies and service delivery.
Here is what you will be doing each day:
Assisting the Operational and Financial Management of the Property
Ensures that all brand standards are being maintained in each area of the property.
Ensures all team members meet or exceed all Company standards related to service delivery.
Oversees the operation of the rooms department, including front desk and Housekeeping
Promotes positive associate relations
Ensures a viable key control & lost and found program is in place.
Maintains current licenses and permits as prescribed by local, provincial and federal agencies.
Provides a safe working environment in compliance with Workers Compensation
Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. .
Performs required annual Internal Audit with GM.
Supporting the Management and Development of Departmental Teams
Makes sure that staffing levels are appropriate to exceed guest expectations.
Sets clear performance expectations with the General Manager.
Assists team supervisors with constructive coaching and counseling.
Solicits feedback for continuous improvement.
Ensures training is being conducted for all new associates
Managing the Guest Experience
Extends professionalism and courtesy to guests at all times.
Motivates and encourages staff to solve guest and employee related concerns.
Provides excellent customer service by being readily available/approachable for all guests.
Takes proactive approaches when dealing with guest concerns.
Assists employees in understanding guests ever-changing needs and expectations, and how to exceed them.
Conducting Human Resource Activities
Ensures orientations for new team members are thorough and completed in a timely fashion. 2
Takes proactive approaches when dealing with employee concerns.
Ensures property hiring practices comply with Canadian legislation including Ontario Employment Standards, immigration and human rights requirements and strives for a culturally diverse work place. Performs other duties as assigned and needed.
Here is what we need from you:
Previous experience in leadership within a select service of full service hotel, ideally in the Rooms/Front office division.
Self-starting personality with an even disposition.
Ability to drive results through teamwork
Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.
Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability and the planning, organization development and coordination of large scale work 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 computer to prepare complex mathematical calculations without error, i.e. budgets, forecasting.
Ability to be mobile for conducting physical property inspections and walk-throughs.
Ability to observe performance and detect signs of emergency situations and respond with proper action.
Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.
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