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Highgate

Hospitality and travel-focused venture capital

Assistant General Manager

Business & StrategyPosted on Nov 14
Full-timeHonolulu, HI, USAIn-person

About the Job

Requirements

  • At least 6 years of progressive hotel management experience, preferably in a related position, with extensive operational experience at Department Head or Director Level.
  • Must be proficient in Windows, company-approved spreadsheets, and word processing.
  • Must have a valid driver's license for the applicable state.
  • Must be able to communicate verbally and in writing with employees and guests at all levels.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Must maintain regular attendance as required by the hotel's scheduling needs.
  • Must maintain high standards of personal appearance and grooming, including wearing a name tag.
  • Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems.
  • Must be able to understand and evaluate complex information and data from various sources to meet objectives.
  • Must be able to maintain confidentiality of information.

Responsibilities

  • Conduct daily stand-up meetings with all departments to review hotel activities and ensure good communication.
  • Ensure that daily stand-ups are held in all departments as appropriate.
  • Tour operating departments daily and make adjustments as needed through department heads.
  • Oversee Housekeeping, including leadership, staffing, cleanliness of guest rooms and public spaces, and prompt, courteous execution of guest requests.
  • Work closely with the Director of Rooms to oversee Front Office Operations.
  • Oversee the Oceanarium, including its curator, staffing, safety, and maintenance.
  • Oversee the Security Department's staffing, building safety and security, policies and procedures; oversee the safety committee and ensure all training is completed and submitted to Human Resources for accurate records.
  • Act as the hotel's liaison with retail tenants.
  • Conduct weekly staff meetings, including training sessions presented by managers and the Assistant General Manager, following Highgate Hotel's effective-training steps, and review past and future sales and operations efforts.
  • Meet financial review dates and corporate-directed program deadlines.
  • Participate in preparing the monthly Executive Summary, Weekly Updates, and other reports as needed.
  • Hold monthly financial reviews with department managers and available supervisors.
  • Ensure the Big 4 Inventory is completed quarterly according to Highgate standard operating procedures.
  • Ensure Payment Card Industry compliance in all departments.
  • Ensure department heads maintain budgeted productivity levels and follow Highgate Hotel standard checkbook accounting procedures.
  • Ensure department heads continuously train their staff on LRA standards and that departments follow those standards.
  • Prepare and execute capital and renovation requests, including obtaining bids, completing capital forms, following approvals, organizing and completing projects, and completing punch lists.
  • Develop managers for future advancement through competency training and corporate-sponsored training programs.
  • Follow Highgate Hotel policies and procedures and train new managers to ensure compliance.
  • Initiate new operational standard operating procedures rolled out by Highgate and report progress to the General Manager.
  • Oversee and assist with the Highgate Hotel budget process as required.
  • Ensure each department conducts service-standards training using Highgate Hotel's effective-training steps.
  • Help create a positive, team-oriented environment focused on guests through employee development and motivation.
  • Actively participate in AOS planning and preparation and execute the resulting action plan.
  • Inspect rooms regularly as part of the Room Check Program.
  • Lead Medallia efforts, including guest follow-up, problem resolution, and communicating results to all departments.
  • Ensure invoices are processed daily using the accounts payable process.
  • Ensure all required financial-document information is sent to the Corporate Office monthly in compliance with the accounting calendar.
  • Ensure departments follow Highgate standard operating procedures for timekeeping.
  • Ensure the physical property is clean and maintained through inspections and preventive-maintenance programs with department managers.
  • Ensure employees are attentive, friendly, courteous, and efficient in interactions with guests, management, and other employees.
  • Ensure departments follow the union contract and coach and train as needed for compliance.
  • Prepare and conduct management interviews and follow hiring procedures according to Highgate Hotel standard operating procedures; ensure managers follow interview and hiring standards for departmental staff.
  • Interview all final candidates for vacant hotel management positions before an offer is extended.
  • Conduct department-manager performance appraisals according to Highgate Hotel standard operating procedures and ensure managers administer staff appraisals according to standards.
  • Motivate, coach, counsel, and discipline management personnel according to Highgate Hotel standard operating procedures; ensure managers follow standards for counseling and disciplinary actions with their staff.
  • Work with Human Resources on associate programs, issues, complaints, and investigations.
  • Work with Human Resources on union relations as needed.
  • Perform other duties requested by the Vice President of Operations and General Manager.
  • Ensure employees receive fair and equitable treatment according to Highgate Hotel standard operating procedures.
  • Meet clients on the property, including contacts and potential clients touring the property, to support sales efforts.
  • Be in public areas during peak times to greet guests and offer assistance.
  • Ensure weekly credit meetings are conducted and actively participate in hotel credit and collection policies.
  • Participate in weekly REVMAX meetings.
  • Ensure all scheduled meetings take place on the property.
  • Attend required hotel meetings and training.
  • Participate in Manager on Duty coverage and the Lobby Ambassador Program as required.
  • Comply with Highgate Hotel standards and regulations to support safe and efficient operations.
  • Work toward productivity, identify problem areas, and assist in implementing solutions.
  • Perform other duties requested by management.

About the Company

Highgate

Hospitality and travel-focused venture capital

HTV is the venture capital arm of Highgate, funding early-stage and growth-stage technology companies that serve the hospitality and travel industries, with a focus on Seed and Series A rounds in North America and Europe. It backs startups in areas like revenue management, B2B marketplaces, business intelligence, alternative accommodations, and restaurant tech, providing capital and strategic support to help them scale. HTV stands out by combining hospitality domain expertise with venture funding, leveraging Highgate’s asset base of over 500 owned or managed hotels, 84,000+ rooms, and more than $20 billion in assets under management to accelerate portfolio growth. Its goal is to grow tech-enabled hospitality and travel ecosystems by aligning portfolio company success with Highgate’s network, resources, and strategic interests.

Company size
1,001-5,000
Company stage
Not listed
Total funding
Not listed
Headquarters
New York City, New York
Founded
Not listed

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