Assistant General Manager

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Hilton Garden Inn Solomons 

SECTION ONE: MCR Universal Role Standards

EXECUTIVE SUMMARY

CLEANLINESS and FRIENDLINESS!

The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

AREAS OF EXCELLENCE

• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

Duties and Expectations      

1. Happy Guests

• Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile.
• Name Use: Use the guests’ names whenever possible, ensuring they feel properly welcomed.
• Guest Satisfaction: All Team Members work together to contribute to great guest satisfaction scores.
• Recovery: Ability to handle challenging guest situations with hospitality and a sense of urgency.
• Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities.
• Events: Awareness and support for all groups and events at the hotel.
• Technology: Understanding of relevant technology for each role.
• Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting.

2. Spotless Cleanliness

• Sparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized.
• Pitching In: Cleanliness is a team effort! Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
• Hospitality While Cleaning: Always greet every guest happily with a smile, by name if possible, while cleaning.

3. Product Consistency & Quality

• Checklists to 100% Accuracy: All operational checklists are completed accurately and at the designated times, every shift.
• Shift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication.

• Flawless Uniform: All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.

4. Teamwork

• Communication: Communication between Team Members should be clear, honest, and professional.
• Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
• Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.

SECTION TWO: Assistant General Manager, Role Specific Duties and Expectations

Other Duties and Responsibilities           

• Daily Supervision: Daily walks must be conducted including guest rooms and public spaces to ensure friendly service, cleanliness and testing of mechanical equipment to ensure all pieces are in working order. Verify that all rooms are inspected daily, confirm adherence to all cleanliness standards noted on the room inspection checklist.
• Training: Provides one-on-one training to new incoming team members on service and checklist expectations.
• Shift Management: Verify that Guest Service team members are actively providing friendly service and happily confirm that all guest needs are met.
• Check-in/Check-out: Greet guests with a smile and provide supervision during peak check in and check out times as well meal periods including breakfast and/or dinner. 
• Culture Building: Fosters an environment of happy team members and happy guests.
• Room Inspections: Verify that all rooms are inspected daily, confirm adherence to all cleanliness standards noted on the room inspection checklist.
• Inventory Management: Assist in completing required inventory counts, as dictated by the General Manager.
• Onboarding Support: Aid in the process of onboarding of new incoming team members to provide friendly service and ensure all processes noted on the onboarding checklist for a new hire are adhered to.
• Time Clock Oversight: Support the General Manager in completing a review of previous day team member time clock punches in accordance with the policy.
• Auditing: All Daily Summary and Night Audit processes should be completed in accordance with the policy.
• Reporting: Shift handover reports should be started and completed on each shift. Signing off on and uploading the required daily reports to the MCR report storage platform.
• Purchase Order Process: Every purchase should go through the correct purchase order process and all invoices should be submitted through the approved accounts payable system. Every single purchase will be made through MCR approved vendors, only.
• Invoice Signoff: All invoices should always be processed and/or accrued to the proper time period.
• Quality Assurance: Oversee that all brand standards approved by MCR are adhered to in accordance with the brand's Quality Assurance expectations and friendly service. This will include conducting self-audits provided by the brand and making any necessary corrections based on broader audits conducted by the property’s regional vice president.
• Safety: Certify that all fire and life safety inspections are current and/or up to date. All deficiencies should be corrected.
• Escalating Opportunities: Review any service or delivery failures and ensure they are properly escalated.
• Preventative Maintenance: Confirming that preventative maintenance tasks have been performed and checked visually for quality and consistency.
• Adherence to Work Schedules: See that all team members are adhering to their established work schedule. Displace shifts in departments on a weekly basis as determined by the hotel established schedule and in the event of a line level shift call-out.

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