Pinnacle Hotel Management
  • - TownePlace Suites Orlando East/UCF (MCOTS)
  • Orlando, FL, USA
  • Salary
  • Full Time
  • Health Insurance - Marriott Benefits

 TownePlace Suites Marriott Orlando UCF

JOB DESCRIPTION 

JOB TITLE:  Assistant General Manager

 

EXEMPT (Y/N):  Salary                                                                    

SHIFT:  Flexible                                                                                  

DEPARTMENT:  All

SUPERVISION:   General Manager

 

OVERALL RESPONSIBILITIES:                            

Assist the General Manager in managing all aspects of the hotel operations.  Provide excellent guest service in an efficient, courteous, and professional manner.  Supervising daily operations.  Provides management coverage on the weekends.

 

JOB REQUIREMENTS

               Must have open availably and provide management coverage on the weekends.

  • Minimum 1-year Front Office Marriott experience - preferred
  • Communication- Conveying information and ideas to others in a convincing and engaging manner through a variety of methods.
  • Adaptability- Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.  
  • Minimum lifting of 30lbs.
  • Ability to verbally communicate effectively with guests and co-workers.
  • Pushing, pulling, bending, stooping, and upward reaching.
  • Some exposure to cleaning chemicals
  • Prolonged periods of standing and/or walking.
  • Must have flexibility to be on call and cover any open shifts due to staffing challenges or time off request.
  • Must carry cell phone and have the flexibility to take calls after hours or on scheduled time off.  Calls must be returned in a timely manner.

 

ESSENTIAL FUNCTIONS:

  • Practice the Service For Real Living at all times
  • Complete the weekly billing on Sunday for accounts exceeding the in-house balance limit.
  • Support and adhere to the NO cash policy at check-in.
  • Approaching all encounters with guests and associates in an attentive, courteous and service-oriented manner.
  • Excellent working knowledge of FOSSE PMS
  • Review GSS and ensure that all Guest Alerts are resolved and closet out in less than 48 hours
  • Review GSS Scores daily and take immediate corrective action when necessary
  • Respond to all Marriott Customer Care issues within 48 hours
  • Update the boost board every Sunday
  • Ensure that guest ledger balances have sufficient credit card authorizations and bill all accounts on Sunday.  Take immediate corrective action if needed on delinquent accounts
  • Respond to all charge backs and credit card disputes or billing errors
  • Ensure all associates complete all required training on an ongoing basis
  • Manager on Duty on weekends or in the absence of the General Manager and ensure all daily functions of the check-in and check-out process are being completed at an optimal level
  • Follow Pinnacle Employee handbook and act as necessary to enforce
  • Check-in and check-out of guests and ensure the 7 steps are followed.
  • Working closely with all departments and have a full understanding of their goals and objectives
  • Attention to detail.
  • Responsible for using Marriott's LEARN and guest recovery models while maintaining good guest rapport.
  • Understand all safety and emergency procedures
  • Produce bi- weekly staff schedule and maintain appropriate level of coverage
  • Ensure all public space is clean and well maintained at all times
  • Process payroll
  • Inspect rooms and ensure that all Marriott standards are in place
  • Track all tax-exempt stays and collect tax exempt forms
  • Complete daily deposits and deposits in bank
  • Coach and counsel associations on deficient areas of performance
  • Perform other duties as assigned.
  • Prepare a weekend update on Sunday to recap any issues or challenges and email to GM for review
  • Ensure that effective and complete training programs are in place and that all associates are well trained and re-trained as needed. Ensure training documents are current and filed in the BSA Certification Binder
  • Review and update the Out of Order Rooms tracking log. 
  • Review Hot Sheets and ensure that corrective action is taken



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