Hospitality - Les Roches International School of Hotel Management

ASSISTANT GENERAL MANAGER
An Assistant General Manager (AGM) helps the General Manager (GM) to oversee
and direct the hotel property’s entire operation, ensuring its optimum performance,
efficiency and profitability.
Daily Life
The AGM reports directly to the GM of
the hotel. His responsibilities include
managing daily hotel operations to achieve
planned goals for operational integrity as
measured by revenue and house profit,
while maintaining company standards for
guest satisfaction, associate satisfaction,
quality assurance and asset protection. The
AGM also supervises trains and motivates
the hotel team and performs administrative
duties. Daily challenges include planning,
assigning and directing work among the
hotel team and the AGM position requires
seniority and independence. He assumes the
management of the hotel in the absence of
the GM.
36 mIDDLE mANAgEmENT POSITIONS
Required Skills
• Previous experience working as a
supervisor in hotel operations (rooms
division and/or food and beverage)
• Excellent communication skills with
guests and employees
• Leadership skills
• Language skills
• Genuine affinity for providing guest
service
• Bachelor degree preferred (ideally in
hospitality)
• Ability to multitask in order to meet a
variety of deadlines
• Strong interpersonal skills
• Ability to work with minimal supervision
• Must be able to work a flexible schedule
as the hours for this management
position often vary
TRAINING MANAGER
The Training Manager plans, implements, coordinates and presents corporate
and related training programs to ensure that all employees understand all hotel
procedures and can fulfill their responsibilities to the hotel’s expectations.
Daily Life
The Training Manager reviews hotel training
programs and updates as necessary. He
analyzes current training needs for the hotel
departments and individuals and makes
recommendations as needed. The Training
Manager develops or researches training
programs for specific hotel needs. He also
tracks, inputs, maintains and audits all
individual employee training records of inhouse
programs, including department
orientation records for new hires. The
Training Manager oversees and monitors all
departmental training programs and plans
and conducts meetings with department
managers, trainers and employees to review
performance trends, develop action plans
and give recognition. He develops an annual
training calendar and compiles monthly and
quarterly reports on training activities.
Required Skills
• Knowledge of adult learning theory and the
essential elements of training
• Knowledge of effective training program
development
• Fluent English language with the ability
to relate to all levels of management and
employees in spoken and written form
• Ability to observe employees in the work
place, analyze operations and detect
issues of concern regarding employee
performance, grooming, training, policy
adherence and morale
• Knowledge of hotel operations (previous
hotel work experience a plus)
• Bachelor degree preferred (ideally in
hospitality)
mIDDLE mANAgEmENT POSITIONS 37