Assistant General Manager

This position is accountable for the overall success of the hotel, meeting and exceeding revenue measures and ensuring guest satisfaction. The Assistant General Manager is responsible for assisting the Regional General Manager in the successful operation of the hotel by driving financial performance, guest satisfaction, associate engagement, and operational excellence. The Assistant General Manager serves as the property's second-in-command and is expected to lead daily operations, develop department leaders, ensure Marriott and Oldham Goodwin standards are consistently achieved. All while fostering a culture of accountability, ownership, and superior levels of quality for all clients. Primary Responsibilities and Duties: Demonstrate a positive, professional, and client-oriented attitude about the company with coworkers, tenants, clients, and the public through mail, telephone, or in person. Constantly strive for improvements in work processes and results to better meet client's expectations. Operate within budgeted guidelines, flexing as necessary to meet and exceed budgeted goal. Daily review of rates and rooms inventory, work with Revenue and Sales teams to drive revenue, increase occupancy and drive RevPAR. Maintain complete and accurate property files and records, according to department systems, with an emphasis on documentation for future reference. Coordinate with corporate office support staff on management company procedures for processing and distributing information. Provide prompt, detailed, and accurate general status reports on all duties assigned. Ensure daily revenue, cash handling, deposits, and financial controls are completed accurately and in accordance with company policy. Coordinate collection and documentation of all revenues following direct billing of groups and the owner's policy on accounts receivable. Collect delinquent accounts promptly. Communicate with accounting department to ensure accuracy of accounts receivable. Monitor departmental expenses, flow-through, labor productivity, and operating costs while identifying opportunities to improve profitability without compromising the guest experience. Manage guest relations and coordinate requests for repairs and maintenance. Have an understanding of hotel changes and guest concerns. Become a high-level Property Management System (PMS) expert, with a focus on new Marriott systems including StayPMS, ResApp, Single Pane of Glass, etc. Become a subject matter expert in Marriott systems including MGS, Empower GXP, Mobile Key, Mint and other Marriott technology platforms. Monitor key operational metrics including GuestVoice, Mobile Key, GXP response times, Bonvoy enrollments, labor productivity, and departmental financial performance. Establish and maintain collaborative working relationships between departments, with coworkers, and other members of a team project. Prepare for team meetings in advance and act as chairperson for the meeting. Lead guest recovery efforts, resolve escalated guest concerns, monitor guest satisfaction metrics including GXP, Mint, and Marriott GuestVoice, and implement action plans to improve overall guest experience. Ensure labor is within forecast and budget benchmarks while maintaining a high level of guest service and hotel cleanliness. Position will utilize software to input and manage daily/weekly labor per company standards. Manage front desk, housekeeping, engineering, sales, and F&B departments to ensure all employees are working efficiently. Administer progressive discipline when employees are in violation of workplace policy. Conduct regular employee evaluation reviews and present recommendations to Regional General Manager for demotion or advancement. Recruit, coach, mentor, and develop department leaders while creating a culture of accountability, engagement, and continuous improvement. Lead hiring, onboarding, orientation, training, coaching, and succession planning efforts throughout the hotel. Conduct daily property inspections to ensure cleanliness, maintenance, curb appeal, and brand presentation meet Marriott standards. Ensure compliance with OSHA, Marriott Life Safety, food safety, alcohol service, emergency procedures, risk management, and other Oldham Goodwin safety standards. Keep abreast of new technologies, systems and procedures related to hotel management. Travel as assigned. Perform other related duties as assigned. Exhibit a constant sense of urgency in performance of every task. The expectation is to See it, Own it, and Solve it. Serve as Manager on Duty (MOD) as scheduled and provide visible leadership throughout all areas of the hotel. Represent the hotel within the local community while maintaining positive relationships with ownership, vendors, Marriott representatives, and community partners. Participate in hotel opening activities including hiring, onboarding, operational setup, training, mock audits, systems implementation, and brand readiness.