Summary: The Assistant Hotel & Spa Manager is responsible for delivering exceptional guest and employee experiences, overseeing guest services, valet, housekeeping, and in-room dining operations. This role directly supervises staff in these areas, ensuring high standards of service, compliance with labor laws, and positive employee morale. The Assistant Hotel Manager works closely with the leadership team to promote the company’s culture and mission, and serves as the primary point of contact for guest concerns and complaints in the absence of the Hotel Manager.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

-Adhere to all standard operating procedures and policies, manuals and training materials, memos and verbal instruction to ensure quality control.
-Ensure all hotel staff maintain a high level of personal hygiene and adhere to dress code policies.
-Assistance maintaining personnel files, employee onboarding and training programs.
-Prevent and manage customer complaints, regarding billing or experience.
-Oversee inventory management, ensuring accuracy, adherence to procedures, and proper ordering within budget guidelines.
-Oversee spa operations
-Create staff schedules based on labor budget targets, ensuring minimal overtime and efficient labor cost management.
-Administer and monitor payroll processes, ensuring accurate and timely processing of employee hours, overtime, and deductions. Verify payroll data for accuracy, resolve discrepancies, and ensure compliance with labor laws and company policies.
-Assist the accounting department with invoice tracking and ensure timely vendor payments are processed.
-Keep records, employee information, and guest details well-organized to ensure smooth operations and easy retrieval when necessary.
-Manage guest services, including front desk coverage, check-ins, concierge inquiries, and other guest needs. Cover for any position hotel-wide as needed, maintaining high service standards and quality at all times.
-Ensure that the property consistently meets the prestigious standards set by Relais & Châteaux and Forbes. This includes regular training of staff on luxury service, attention to detail, and personalized guest experiences that align with the brands high expectations.
-Actively oversee and monitor all guest interactions to ensure they align with the expected levels of service. This includes anticipating guest needs, responding promptly and graciously to requests, and addressing any concerns with a solution-oriented approach.
-Work with the Hotel Manager to ensure employee training, development, attendance and performance management are documented and tracked.
-Ensure proper accident and incident procedures are followed, including staff training and timely administration of workers' compensation claims. Maintain a clean and safe work environment, adhering to safety protocols, emergency procedures, and OSHA requirements for the hotel.
-Maintain open communication with all departments and executive management through email, meetings, and other channels to ensure the hotel's needs are consistently met.
-Willingness to drive and transport guests in the company vehicle to locations such as wineries, airports, and other destinations, or to retrieve items for hotel operations as needed.
-Possess a comprehensive knowledge of local offerings in the Willamette Valley, including food, wineries, transportation, and activities, to assist guests with concierge needs.
-Provide high-quality recommendations and deliver exceptional, anticipatory service.
-Serve as a guest ambassador, welcoming guests for behind-the-scenes property tours. Maintain up-to-date knowledge of all property offerings to ensure guests receive an exceptional first impression.

Qualification Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

-Detail-oriented and able to meet high standards of performance.
-Experience with basic accounting principles, particularly related to revenue management, forecasting, and operational expenses.
-Ability to read and interpret a variety of documents, including standard operating procedures (SOPs), employee handbooks, training manuals, and guest feedback etc.
-Excellent time management skills.
-Strong communication skills and ability to communicate and work with a variety of people in different roles.
-Proficiency with Google Suite (Docs, Sheets, Gmail, Calendar etc.) -
-Maintain exceptional guest interactions by consistently providing personalized, attentive service, anticipating guest needs, ensuring a positive and memorable experience.
-Agile and flexible; ability to adapt to various physical roles and regularly shift priorities.
-Exhibit a proactive approach by identifying potential challenges, implementing solutions ahead of time, and taking initiative to improve processes and enhance overall team performance.
-Demonstrate ability to manage budgets, forecasts, and financial reports related to guest services, operations, and luxury hospitality standards. This includes monitoring costs, optimizing resources, and ensuring profitability while maintaining the highest levels of service quality as required by Relais & Châteaux and Forbes.

Education Required: High School/GED
Minimum of 2-3 year related supervisory experience in luxury hotel setting, preferably independent properties.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with