Assistant General Manager

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The AGM will plan, coordinate, implement, oversee and manage all the administrative duties of their assigned Resort, which includes the Maintenance and Housekeeping Departments.  

The AGM will also execute the assigned duties associated with creating a highly presentable Premier (II) Vacation Interval Resort in the daily Maintenance and Housekeeping Department operations. This role will also interact directly with owners, guests, vendors, Department Managers and all staff on a daily basis. 



DUTIES AND RESPONSIBILITIES:

Supervision

  1. Maintain responsibilities for hiring, training, evaluating, coaching, counseling, disciplining and discharge (if necessary) of assigned department staff.
  2. Maintain responsibilities for training assigned department staff on HOTSOS and SPI, coaching and troubleshooting of SPI and HOTSOS systems, assist with supply inventory tracking and asset tracking for reserve analysis and schedules.
  3. General management responsibly for the implementation and oversight of all Maintenance and Housekeeping daily operations including superior guest service, check-in, check-out, SPI or similar program proficiency, effective interdepartmental interaction and staff management including task delegation to Department Manager (as assigned).
  4. General management responsibility for the daily operation of the Maintenance and Housekeeping. Monitor staff performance continuously and in an on-going basis (as assigned).
  5. Maintain oversight for preparation of staff related work schedules (as assigned).
  6. Establish procedures, inform and train personnel in standard practices and procedures for performing job specific tasks related to HOTSOS, the use of equipment and observance of practices all in accordance with the SDC Properties Employee Handbook (as assigned).
  7. Monitor staff performance continuously and in an on-going basis (as assigned).
  8. Be committed to “The mission of Spinnaker Resorts” – to establish a lifelong relationship with our owners and guests and to guide them through a memorable vacation experience, primarily through our committed, experienced, knowledgeable and caring staff.

Specific Tasks and Assignments 

  1. Maintain a regular schedule of walking the properties; generally observing the grounds and performing room inspections.
  2. Interacting with owners and guests for the purpose of gaining feedback and providing exceptional guest service.
  3. Serve as the initial point of contact for interaction on Owner Service related issues and concerns as they might relate to property management and property related concerns.  Work cooperatively with Maintenance and Housekeeping Department Managers in bringing resolution to issues and concerns.
  4. Manage the on-property incident report process interacting as needed with the Corporate Human Resources Director.
  5. Maintain oversight of and be the point-of-contact for City, County, State and insurance agencies affiliated with annual inspections and licensing of the resorts (i.e., business licenses, pool permits, health inspections, insurance inspections, etc.).
  6. Manage and generate operation reports as follows but not limited to:
    • Monthly Resort Operational Sub Reports (monthly)
    • Guest Service Call Frequency Report (monthly)
    • Guest Service Call Issue Type Reports (monthly)
    • Open Service Request Report (weekly)
  7. Initiate and implement a RCI monthly reporting process.
  8. Serve in the capacity of General Manager upon the absence of the General Manager.
  9. Initiate the development and implementation of each individual Department’s training procedures for the purpose of training new hires and the purpose of maintaining in-service training for existing staff with the objective to establish standardized and best use practices in the various disciplines in cooperation with each Department’s manager.

Safety 

  1. Review all independent fire and safety inspections, and insure compliance with regulations retaining copies of all compliance tests and also provide the same information to the Maintenance Department management office.
  2. Insure that all safety rules are observed by staff.
  3. Familiarization of hurricane, fire and disaster procedures and helps coordinate evacuation efforts if necessary.

Administration/General 

  1. Process all payroll to forward on to GM for final review.
  2. Be punctual in reporting to work and starting duties.
  3. Retain an assigned cell phone to be accessible to staff and Primary Supervisor.
  4. Answer guest questions and redirect as necessary to other Department using tact and poise.
  5. Maintain a professional appearance and demeanor at all times reflective of a positive impact on the Resort(s) and Spinnaker.
  6. Preparing daily, weekly and monthly reports as related to areas of responsibility.
  7. Monitor operating budget monthly for Maintenance and Housekeeping departments.
  8. Prepare and monitor long-range department capital expenditure projections.
  9. Work directly with GM to plan department projects, annual cleans and refurbishment projects.
  10. Relay critical information about matters related to the Maintenance and Housekeeping department to the primary Managers (as assigned).
  11. Perform any other duties as requested and/or assigned in order to maintain the smooth operation of the Maintenance and Housekeeping departments in all areas of responsibility (as assigned).
  12. When requested, recommend vendor services.
  13. Assist in maintaining appropriate files to track work to be done and work completed.
  14. Be a proactive member of the Management Team seeking to exceed the mission of Spinnaker Resorts.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

  1. Must have at least 3 or more years of relevant work experience in the Hospitality Industry.
  2. Maintain responsibilities for hiring, training, evaluating, coaching, counseling, disciplining and discharge (if necessary) of assigned department staff.
  3. Maintain responsibilities for training assigned department staff on HOTSOS and SPI, coaching and troubleshooting of SPI and HOTSOS systems, assist with supply inventory tracking and assett tracking for reserve analysis and schedules.
  4. General Management responsibly for the implementation and oversight of all Maintenance and Housekeeping daily operations including superior guest service, check-in, check-out, SPI or similar program proficiency, effective interdepartmental interaction and staff management including task delegation to Department Manager (as assigned).
  5. General Management responsibility for the daily operations of the Maintenance and Housekeeping Departments; Monitors staff performance continuously and in an on-going basis (as assigned).
  6. Maintain oversight for preparation of staff related work schedules (as assigned).
  7. Establish procedures, inform and train personnel in standard practices and procedures for performing job specific tasks related to HOTSOS, the use of equipment and observance of practices all in accordance with the SDC Properties Employee Handbook (as assigned).
  8. Monitor staff performance continuously and in an on-going basis (as assigned).
  9. Must be committed to the mission of Spinnaker Resorts – “To establish a lifelong relationship with our owners and guests and to guide them through a memorable vacation experience, primarily through our committed, experienced, knowledgeable and caring staff.”

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