Assistant General Manager

Home2 Suites Austin Round Rock

SECTION ONE: MCR Universal Role Standards 

EXECUTIVE SUMMARY 

CLEANLINESS and FRIENDLINESS! 

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

AREAS OF EXCELLENCE 

1. 1) Happy Guests  

1. 2) Spotless Cleanliness 

1. 3) Product Consistency & Quality 

1. 4) Teamwork 

Duties and Expectations 

1. 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 asense of urgency. 

• Hotel Knowledge:Strongknowledge 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.  

1. 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 guesthappily with a smile, by nameif possible, while cleaning. 

1. 3) Product Consistency & Quality 

• Checkliststo 100% Accuracy:All operational checklists are completed accurately and at the designated times, every shift.

• Shift Handover Reports:Handover reports must be accurateand on time, for effective shift-to-shift communication. 

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

1. 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 guestswith a smileand 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:Assistin completing required inventory counts, as dictated by the General Manager. 

• Onboarding Support:Aid in the processofonboardingof new incoming team members to provide friendly serviceand 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 withthe policy. 

• Auditing:All Daily Summary and Night Audit processes should becompleted in accordance withthe 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 submittedthrough 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 accruedto the proper time period. 

• Quality Assurance: Oversee that all brand standards approved by MCR are adhered to in accordance withthe 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:Certifythat 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 determinedby the hotel established schedule and in the event ofa line level shift call-out. 

• Shift Coverage:Expected to cover open department head positions when necessary.  

SECTION THREE: Success Metrics 

Happy Guests 

• ManagementPerformance Ratings 

• Guest Satisfaction Scores/Intent to Return 

Spotless Cleanliness 

• GM/AGM Spot Checks 

• Leadership Walk-throughs (RVP, etc.) 

• Guest Ratings/Reviews 

Product Consistency & Quality 

• Checklist Tracking 

• ManagementPerformance Ratings 

• Guest Ratings 

Teamwork 

• Management Performance Ratings 

SECTION FOUR: Qualifications & Requirements 

Qualifications:   

• Can-Do Attitude:Must have a positive attitude and willingness to learn.   

• Ability to Follow Guidelines:Must be able to understand and follow established guidelines and procedures.  

• Evaluation and Decision-Making:Must be able to evaluate and select among alternative courses of action quickly and accurately. 

• Handle Pace and Pressure:Must work well in stressful, high-pressure situations and maintaincomposure and objectivity under pressure. 

• Listening, Conflict Resolution:Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests. 

• Financial Skills:Must be able to work with and understand financial information and data, and basic arithmetic functions. 

• Other Required Skills:Must be attentive to detail and meet deadlines.  

• Technology:Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.  

• Communication Skills:Must be able to convey information and ideas clearly.  

• Hospitality and Guest Service:Leads team members to always provide friendly service with a smile to guests. 

• Certifications and Licenses:Must meet the legal age to serve alcoholic beverages (at select properties). A valid Driver's License is required. 

• Market Knowledge:Basic market knowledge. 

• Age Requirement:Must be 18 years of age or older to perform this job.  

• Schedule and Travel:Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel. 

• Education:Bachelor’s or Associate’sDegree Preferred. 

• Work Experience:Previoussupervisory experience preferred. Progressive experience in the hospitality, hotel, restaurant, or service industry, including Rooms and Food & Beverage departments preferred. 

Physical Working Demands& Working Environment: 

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to: 

• Stand or remain in a stationary position for long periodsof time (3-4 hours at a time). 

• Type on and operatecomputers and other office machinery or devices, do 10-key operation and data entry, dial a telephone, manually manipulate objects, handles, tools, and/or controls.    

• Bend, stoop, crouch, lift and transport supplies of up to 25 pounds throughout the hotel, and move throughout the hotel and the rooms. 

• Inspect andvisually observedetails at close range (within a few feet)and from long range. 

The noise level in the work environment is usually moderate (phone ringing, and heavy communication between co-workers and customers). Travel may be required. 

Language and Reasoning Skills: To perform the duties of this job, an individual must be able to: 

• Read, write, understandand communicate with others effectively using the English language. 

• Read and interpret documents in English, such as safety rules, operatingand maintenance instructions, and procedure manuals, newspapers, periodicals, journals, and manuals.  

• Writeroutine reports, correspondence, business letters, summaries, and reports in English using prescribed format, and conforming to all rules of punctuation, grammar, diction, and style.   

• Ability to speak effectively in English before groups such as customers or employees. 

• Read and interpret business records and statistical reports in English.

Note:This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be requiredto follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Employeemust be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodationswill be madeto enable employees with disabilities to perform the essential functions of their job, absent undue hardship.The Employer retainsthe right to change or assign other duties to this position. 

This document does not create an employment contract, implied or otherwise, other than an at-will relationship.