Full job description

Job Summary
Hotel Lydia is Expanding and so is our Team!

The Assistant General Manager supports the General Manager in all aspects of hotel operations, with a focus on guest services, front desk management, and overall guest satisfaction. The Assistant General Manager plays a crucial role in maintaining high standards of service, hospitality, and operational excellence. This position serves as a key leader in the hotel, working to ensure the smooth operation of the property and providing support in achieving financial and service goals.

Responsibilities

Guest Services and Operations Management:

• Oversee daily front desk operations, ensuring efficient guest check-ins, check-outs, reservations, and guest inquiries.
• Ensure that all guest service representatives are trained in proper procedures, including cash handling, reservations, emergency protocols, and customer service standards.
• Address and resolve guest complaints in a timely and professional manner, aiming to turn negative experiences into positive ones.
• Assist guests with special requests, room assignments, and other accommodations as needed.
• Maintain awareness of hotel occupancy levels, room status, and rates, and communicate effectively with the housekeeping and maintenance teams.

Property Maintenance and Housekeeping Coordination:

• Liaise with the housekeeping and maintenance teams to address any guest requests, late check-outs, or special needs areas.
• Coordinate with the housekeeping team to ensure rooms are ready for guest arrivals and meet cleanliness standards.
• Conduct regular inspections of guest rooms, public areas, and housekeeping equipment to ensure quality standards are consistently met.
• Monitor the condition of the hotel lobby, bar, and other public areas to ensure they are clean, presentable, and free of safety hazards.

Financial Management and Reporting:

• Ensure proper cash handling procedures are followed at the front desk and hotel bar as well as assist with balancing daily financial reports.
• Monitor daily financial transactions, including room charges, payments, and credit card authorizations.
• Assist in managing departmental budgets, controlling expenses, and maximizing revenue opportunities.
• Support the General Manager in preparing financial reports and forecasts as needed.

Staff Supervision and Development:

• Provide leadership and training to Guest Services Representatives and other team members, to ensure a high level of service and operational efficiency.
• Assist the General Manager in hiring, onboarding, and evaluating staff performance.
• Conduct daily shift briefings to communicate important updates and set the tone for exceptional guest service.
• Motivate team members to exceed guest expectations, offering coaching and corrective feedback when necessary.