Position : Assistant General Manager

Reports to : General Manager

JOB SUMMARY

Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.

CANDIDATE PROFILE

Experience

• Minimum of 2 years Front Desk Leadership experience, preferably in a Hilton branded hotel.
• High School Diploma or equivalent required, Associates Degree or higher degree preferred.

JOB ESSENTIALS

People Foster a work environment where all team members have an opportunity to realize their full potential; Shows genuine concern for the individual employee.

Treats employees with tact, cooperation, helpfulness and empathy; Consistently works to improve the performance of subordinates and to prepare them for future growth.

Training All team members will receive extensive training and go through testing prior to being placed into a role. Each team member must stay over and experience all areas of the hotel and go through a checklist acknowledging they tried all of the hotels services.

Team members must be aware of the local area. All team members must complete the required brand training as per brand requirements.

Communication / Follow Up In any hotel, communication is key. Team members must own any issues and a solid plan in place for following up on guest requests as well as in house requests.

Upgrading VIP's, handing out info to guests upon arrival in welcome packets, etc). The FOM should ensure all group resumes are accessible and read and followed up on.

Ensure timeliness to meetings.

Expense / Labor Controls /

Overtime

The AGM should stay within forecasted numbers in regards to departmental and labor expense. Expenses should be flexed based upon demand.

Overtime must be controlled. Plans appropriate allocation of resources and assignments of staff Utilize labor reports.

Revenue Maximization It is crucial that the front desk team contributes to the sellout efficiency. It is up to the FOM to ensure upsell / perfect sell programs are in place, hotel loyalty program enrollments, etc.

The front desk owns the hotel day of arrival. This will be measured via the daily revenue reports, etc.

Guest Scores / Experience All scores pertaining to the front desk area should be at or above the brand average. In the event the hotel is running above the brand average, the scores should be at or higher than the previous years scores.

All responses will be followed up on within brand guidelines. (Guest assistance, SALT etc).

QA Must ensure passing of brand QA. Ensure each team member is trained and SALT score is at or above brand expectations for all items pertaining to the front desk / transportation, etc.

Safety Ensure you and the teams are certified in all applicable state and required safety certifications (CPR, etc). In addition, ensure everyone is trained on Emergency procedures, where to find the emergency manual, where to find various shut off valves, fire panel, etc.

Ensure regular safety checks of the shuttle.

Cleanliness Own / Maintain lobby appearance / PBX back Office at all times.

Other

• Proficient with PMS system. Computer literacy and financial management a must.
• Advanced knowledge of brand's reward program.
• Able to handle cash and credit transactions.
• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• General knowledge of local area attractions and transportation.
• Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and / or heavy hotel activity, serving as a role model for clerks and other associates.
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws.
• Able to establish and maintain effective working relationships with associates and customers.
• Act as Manager on Duty per schedule.
• Able to make sound business decisions and take action quickly based on previous experience and good judgment.
• Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
• Command of the English language both written and verbal.
• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
• Implement company and franchise programs.
• Prepare forecasts and reports and assist in the development of the room's budget.
• Monitor and maintain the front office systems and equipment to ensure their optimum performance.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and / or termination when appropriate of staff members.

Ensure timely completion of performance appraisals.

• Ensure all Front Office Quality Standards are complied with and are consistently applied.
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
• Regular attendance in conformance with the standards is essential to the successful performance of this position.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job related duties as assigned.
• Physical Demands
• Some lifting may be required. This position may require 75%+ or more of time on their feet.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and

weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is

required.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform

from time to time.

Are you looking for a rewarding leadership opportunity and have previous experience as a front desk agent? We’re hiring a hotel front desk supervisor to lead our already fantastic team.

You’ll be responsible for managing the reception area, supervising front office staff, enforcing hotel policies, and ensuring guest services are exemplary.

Applicants should have experience in the hospitality industry, demonstrate a commitment to customer service, and come to work with a positive attitude.

If you have management skills and enjoy providing excellent customer service, apply today!

Compensation : $16 - $17 hourly

$16 - $17 hourly

Responsibilities :

• Interact with customers both in-person and over the phone, assist with inquiries, and mitigate any guest complaints
• Compile occupancy reports and financial information for the general manager
• Hire, train, and supervise front desk staff, including concierge, front desk agents, and ensure they provide excellent guest services and enforce hotel policies
• Oversee all operations at the front desk and ensure the highest level of customer satisfaction for every guest
• Make sure to adhere to the front desk budget and put in orders for office supplies as needed

Qualifications :

• Proficient bookkeeping skills, including experience with Microsoft Word and Excel, strongly desired
• Have superb communication skills, management skills, and multitasking skills
• Hospitality experience of at least 1 year is required for this role
• Applicants must have a high school diploma or GED

About Company

Encore Hospitality is a division of Encore Enterprises which is a diverse commercial real estate investment company based out of the Dallas / Ft.

Worth metroplex. Our business investments cover a wide variety of areas including office, retail, apartment, hotel, restaurants, and more.

Encore's competitive advantage is its culture. We are an exceptional team with talented team members from varying and diverse backgrounds.

For the fifth year in a row, Encore is among the top 25% of the most racially diverse companies in the U.S. according to the EEO Joint Reporting Committee.

Our culture, in large measure, accounts for our extraordinary performance.

Hospitality Enterprises, Inc. is looking for a dynamic, energetic, well-spoken, outgoing individual that is extremely knowledgeable of New Orleans and its surrounding areas to represent us at the Hilton Riverside Hotel on Poydras St.

Job Purpose :

Hospitality Enterprises, Inc. is looking for a dynamic, energetic, well-spoken, outgoing individual that is extremely knowledgeable of our organization, the hotel, New Orleans and its surrounding areas.

The concierge is a key part of making the stay or travel of guests memorable.

Qualifications / Education / Skills :

• High School Diploma or equivalent.
• Previous Concierge experience strongly preferred
• Excellent written and verbal communication required
• Must be detail-oriented and well organized.
• Professional dress and demeanor.
• Strong Customer Service Focus required
• Ability to use sales operating system, Internet Searches, Outlook, and Office Required

Essential Functions :

Communication Proficiency

• Attentively communicates with guests and others over the phone, the internet, and in person
• Upholds a high standard of quick response time for each guest while executing reservations, cancelations, and bookings.
• Maintains a book of referral contacts, transportation services, and special events to be used by the Concierge Team.
• Maintains daily log to ensure challenges and issues are responded to and resolved among the Concierge Team.1.2 Taking Initiative
• Provides information about the facilities and the surrounding areas, such as the best possible routes from one point to another, whether by company transportation, private vehicle, foot or public transportation.
• Uses resources to recommend best possible dining and entertainment options, catered to each individual or group

1.3 Critical Thinking Skills

• Develops specific packages that include company tours, transportation, dining, and entertainment for each specific group
• Always prepared ahead of time with details and solutions for specific property information (i.e. wedding / event location details, dining, etc)
• Uses philosophy We don’t have problems, we only have opportunities . Finds a solution to any request.

1.4 Leadership

• Ensures client and guest service excellence
• Builds strong relationship with service providers and hotel staff and leadership
• Provides logistical support to hotel executives, as requested
• Interfaces between each shift to provide a smooth transition and ensure that peers are well prepared for the next shift.

1.5 Customer Focused

• Attends to the wants and needs of our guests.
• Acts as a travel consultant to each guest and group
• Books guests for different events, making reservations or helping them purchase tickets.
• Upholds a standard of Customer Service that is measured through the Guest Satisfaction Surveys in the hotel and customer feedback.
• Works efficiently and accurately to manage contact time with each guest
• Exhibits a high level of customer service on the phone and in person
• Maintains an air of patience with each guest

1.6 Sales

• Cross Sells and Up Sells Bigeasy.com Tours, Services, and Products
• Maintains a report of individual sales results; weekly and monthly. Must meet minimum requirements, as directed by the Head Concierge

Physical Requirements :

• Ability to stand for extended periods of time, averaging 7-8 hours per workday.
• Ability to lift 25 pounds with frequency throughout workday.
• Ability to bend and kneel with frequency throughout workday.
• Adequate hearing and eyesight to fulfill functions of position.
• Ability to walk for extended distances.

Work Environment :

Indoors, in a hotel lobby area

Hospitality Enterprises, Inc. offers competitive wages and a comprehensive benefits package. EEO / DRUG FREE

It is not our practice to ask for personal information prior to our on-boarding process. We conduct in-person interviews with all of our candidates.

Should you ever be asked to give out any of your personal information, please contact our Human Resources Department.

True Focus Hospitality Group, Inc. is looking for qualified candidates to come and join our team!

• We are hiring for Morning and Evening Shifts. (This includes Holidays and Weekends) Must be willing to work each Conventions schedule of events.
• Employment is contingency-based. Events Only. Schedules are based on the conventions, trade shows, and special events that we service.

Scheduling is also based on your availability and schedule of events for each convention, trade show, or special event that we service.

• High school diploma or Equivalent.
• We pay via Direct Deposit Only.
• Pay is per Convention or Event ONLY.
• This job is accessible by public transportation and must be able to get to the NOLA Business District for scheduled shifts.

Do be shy! Stop by our website to Apply!

True Focus, Human Resources, New Orleans, LA.

Visit our website for more information or to apply!

Position Description :

Our Team Members are the face of our company and the first step in providing quality service and hospitality to our guests.

If you're looking for a full-time position, or just a part-time job that supports your full-time ambition, you've come to the right place.

Crew member opportunities are available practically anytime : breakfast, lunch, late nights, weekends whatever suits your schedule.

To be successful in this role, Team Members must be able to smile, maintain eye contact, have a cheerful and positive attitude. Position Duties :

• Connect with customers to ensure they have a positive experience
• Help customers order their favorite meals
• Prepare customers meals
• Partner with other Crew and Managers to meet daily goals and have fun
• Keep the restaurant looking fantastic
• Serve and Help others Position Requirements :
• Excellent customer service skills
• Willingness to learn and grow
• Must be able to perform under pressure in a fast-paced, team environment
• Must be at least 15 years of age & authorized to work in the US About our benefits : We offer a passionate, fun, and positive work environment, with a welcoming and supportive team, along with
• Anniversary Vacation Bonus
• Employee Rewards & Recognition Program
• Career development through structured training programs