Job Description

The Assistant General Manager (AGM) of the UCLA Lake Arrowhead Lodge- Conference Center & Family Resort is responsible for the successful operation of the property. The AGM is responsible for providing leadership and independent decision-making oversight for day-to-day operations across all LAL departments. The AGM will provide leadership, guidance, and direction to the Rooms Division, comprised of Guest Rooms, Front Desk, Guest Experience, Security, and IT services. The AGM will oversee LAL operational procedures, programs, and meetings including, but not limited to, daily operational meetings, departmental schedules, weekly Banquet Event Order (BEO) review meetings, Manager on Duty (MOD) schedule, and other operational efforts. The AGM is responsible for the operational success of strategic initiatives directed by the General Manager across all areas, primarily around sales, accounting & forecasting, human resources, and project management efforts. The AGM also executes initiatives that maximize Lodge profitability while achieving the highest levels of guest satisfaction. Position ensures that all quality standards are met across all departments including emphasis on appearance, maintenance, cleanliness, furnishings, and amenities. The AGM will represent LAL both externally and internally as acting General Manager in their absence.

The Assistant General Manager must possess strong communication skills, both verbal and written, demonstrate outstanding leadership that will instill and reinforce the development of a service culture, while ensuring that all guest service issues are handled expeditiously and with careful attention. The Assistant General Manager must strive for continuous operational improvement, looking for causes to compromised service delivery or product quality and work with team members to correct operational deficiencies at their source to prevent recurrence of issues that negatively impact guest perception.

The Assistant General Manager and Rooms Director will work closely with the General Manager to oversee the daily operations of the hotel and resort. The primary responsibilities of this position will be to ensure that guest satisfaction is maintained and that all aspects of the hotel’s operations are running smoothly and profitably.

The position will be working from UCLA Lake Arrowhead Lodge which is located about 90 miles east of the UCLA campus in the San Bernardino Mountains (https://lakearrowheadlodge.com/about/directions/).

The target salary range for this position is between the posted minimum and $120,000 a year, dependent on relevant work experience.

Must be available to work varying schedules; including evenings, weekends, and holidays in order to reflect the business needs of the department.

Job Qualifications

Required Qualifications

• Bachelor’s degree in Hospitality Management (or similar) with 5 or more years of progressive leadership experience in hospitality management; or equivalent combination of education and experience.
• In depth operating knowledge of hotel rooms division operations (front desk operations, bell staff, housekeeping, revenue management, etc.) and procedures and a passion for the hospitality industry.
• Interpersonal skills sufficient to interact effectively and tactfully with diverse clientele, guests, conference organizers, University departments/personnel at various levels, and with the public.
• Skill in management and supervision of multi-functional staff comprised of operational and administrative personnel to include knowledge of required tasks, skills, personnel selection, evaluation and development.
• Demonstrated skill in operating and managing hotel computer systems including hospitality property management and reservations software programs.
• Demonstrated success at exceeding quality standards and providing products and services of the highest caliber.
• Demonstrated ability in financial management of a multi-million dollar operation; including the ability to plan, budget, analyze, and respond to variances impacting the financial plan. Demonstrated forecasting and reporting skills. Proven track record in delivering financial results.
• Skill in recognizing long-range objectives based on documented strategic and tactical planning. Able to set departmental vision and lead the department to achieving its goals. Excellent leadership skills with a hands-on, lead-by-example work style.
• Ability to manage in a diverse environment with focus on client and customer services, entrepreneurship and building and growing a strong business model.
• Working knowledge of organizational development in a large, multifaceted organization, to include assessment, training, and performance management. Results oriented with an emphasis on both individual and team accountability.
• Ability to communicate effectively with clients, senior management, and support staff. Ability to respond effectively to changing demands.
• Skill in writing concise, logical, and grammatically correct English to prepare written schedules, plans, procedures, employee performance evaluations, reports such as budget variances, and other operational/administrative related reports or correspondence.
• Knowledge of sales marketing techniques, tools, and reports to develop appropriate strategies for success, including revenue management.
• Ability to drive the sales culture through active involvement in the sales process, including encouraging the leadership team to develop effective revenue management strategies and setting aggressive goals that will drive the property’s financial performance. Attentive to competitive markets and developing plans to improve hotel’s position as necessary to maximize sales.
• Must possess proficient computer skills: Word, Excel, Outlook, etc.
• Excellent analytical skills to organize data and material to draw appropriate conclusions and make recommendations for solution.
• Skill in negotiating and exchanging ideas with others to formulate policies and programs and/or arrive jointly at decisions, conclusions or solutions.
• Ability to conduct on-site safety inspections. These inspections involve walking, standing, climbing (e.g., stairs and ladders), stooping and crouching.
• Must have and maintain a valid California Driver’s License to drive University vehicles.
• Skill in recognizing emergency situations and taking appropriate actions.
• Ability to structure, sequence and prioritize work while dealing with multiple deadlines, changing priorities and frequent interruptions.