Assistant General Manager
- Job functions (e.g., overall role, assigned tasks)
- Follows the Guidelines of Hotel Management Policies and Procedures.
- Maintain confidentiality of guest information and pertinent hotel data.
- Maintains liaison between all Front Office / Front Desk operations while interacting during the day with all other Dept. Mgrs. and providing “turn over / carry over” communication with arriving night Mgr.
- Assist GM by interacting to mandatory daily tape chart reviews for all seasonal months for consideration of changes to ASI functions for, but not limited to, rate adjustments, group bookings, individual reservations and moves, room type availability decisions, OTAs availability or blocks, El Coronado Web Site availability, minimum stay designations, and any other ASI functions.
- Adjust up/down-sell changes in ASI per Mandatory Monday 10:00 AM Marketing meeting to include rack rate changes, package info, OTAs availability, El Coronado Web site availability, minimum stay requirements, and other ASI functions (authorized for Night Mgr. access) and other issues noted above bullet.
- Assists GM in adjusting current year Rack Rates and establishing the Rack Rate Card for the next season each time a current rate period passes.
- If requested by GM assist with hotel’s advertising/marketing and building of Rack Rates and Packages in ASI.
- Assist GM in evaluating “soft Rack Rate Periods”, Special Promotions, and the number of bus groups (by comparison to prior year vs ending prior-year occupancy & ADR).
- Solve day shift front desk problems and when necessary assist day shift Clerks with check-in and check-out.
- Check/confirm all day shift Clerk reservations taken.
- Conduct regular reviews of tape charts to evaluate if moves can be made to more efficiently connect bookings avoiding trapped nights.
- Respond to any desk clerk who asks the ”walk-in” to wait until the Clerk checks with his / her manager to determine if there may be a lower rate available when the Clerk knows the “Walk-in” is about to “Walkout”. NO walk-in should ever be permitted to walk out without first reaching out to the Mgr. on duty to determine if an accommodation can be achieved.
- Ensure all upgraded rooms pay the upgraded room rate adjustment unless AGM waives the upgrade and submits a “Room Rate Adjustment Form”, dated and signed w/copy to GM, Controller, and Paramount.
- Ensuring throughout the entire shift, on an ongoing daily basis, all Clerks must review tape chart for reservation “moves” and point out to AGM to authorize the move be completed.
- All Clerks must fill out their shift task/accomplishment form noting all reservations taken, canceled, or modified, which form must be turned in to AGM, GM, and Paramount mailboxes daily.
- Evaluate, discipline, schedule all front desk personnel on day and night shifts. Hire Clerks when Night Mgr. is not available to interview while assisting with follow up training after orientation and initial training has been provided by Night Mgr.
- All cancelations taken during the day shift must be approved by AGM unless the entire deposit is being forfeited. All cancellations must have the reason noted on the folio. A copy of the cancellation must be provided to Controller, GM, and Paramount mailboxes at time of cancellation.
- Reservations without deposits report must be run, reviewed, and dealt with daily on all shifts, with a copy to AGM, GM, Controller, and Paramount mailboxes for daily review.
- Provide timely information to the Controller to ensure meeting the deadline for reconciliation of monthly online travel agents (“OTA”) i.e. Booking.com; Expedia; etc. as required for commission payments at end of the month.
- Perform other Hotel functions including ASI, Kaba Lock Programming (and security key control protocols) as well as Mitel PBS switchboard.
- Weekly scheduling of Front Desk Agents and Night Auditor in concert with Night Mgr. and as approved by General Manager no later than each Thursday when the hotel is open for the upcoming week.
- During slow periods promote calls to reservations on both ends of a trapped room night while using AGM’s discretionary authority to discount the Rack Rate, if necessary.
- Conduct email blasts as determined by GM and/or Monday Marketing Meetings to El Coronado Guests (“Constant Contact”) to promote Rack Rate Specials, trapped room discount sales, soft period Promotions, Holiday Weekend Specials, etc.
- Responsible for email blast order for Cape May County Chamber of Commerce & Wildwood Chamber of Commerce scheduled blasts.
- Monitor and reply daily to the hotel email account, responding immediately to guest interactions and brochure requests immediately while maintaining and increasing guest contact database (email address, etc.).
- Hire Front Desk day time “shift” manager to be directly responsible for AGM.
- Conduct property site inspections (walk around) twice weekly.
- Conduct 5 room inspections with Housekeeper each week.
- Examples of projects
- Interpreted data using hotel software Anand Systems (ASI) and Excel, drawing conclusions for managerial action. For example, through the analysis of the customer data, I targeted weak rental periods and conducted promotions to increase sales for unpopular rental dates, such as weekdays. While also deploying booking controls to increase the maximum yield of gross revenue.
- Collaborated daily with upper management to set room rates and availability for a 123-unit condo-hotel.
- Generated new reports for upper management and delegated tasks to the front office team.
- Managed scheduling and training for front desk staff and selected front desk shift-managers.
- Utilized yield management to adjust rates for walk-ins to maximize occupancy
- What I learned and how it relates to MIS
- This position gave me essential hands-on data analysis experience that enabled me to see course work in action in the real world. I performed data analysis using Excel and the integrated data manipulation performed by the property management software Anand Systems (ASI) which produced reports, graphs, and more in real-time using the hotel’s customer database and booking.com database. Through the use of Excel and ASI, I was able to experience real-world managerial decision making based upon data analysis. I believe this position significantly strengthened my understanding of data manipulation and analysis, while also providing me an opportunity to apply my course knowledge in a business setting.