AGM/Operations Manager

Job Description

Job Description

Job Title: Assistant General Manager

Department: Operations

Supervisor: General Manager/Regional/Divisional VP of Operations and/or Sr. VP of Operations

Summary

The Assistant General Manager (AGM) supports the General Manager in overseeing daily hotel operations to ensure exceptional guest experience, operational efficiency, and team performance. This role plays a key part in managing front-of-house and back-of-house functions, supervising department heads, and driving service excellence across all areas of the property. The AGM acts as second-in-command, stepping in during the General Manager’s absence and helping to implement strategic initiatives that align with brand standards and business goals.

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

• Assist in managing hotel operations including front desk, housekeeping, food & beverage, and maintenance

• Support the General Manager in achieving financial targets, guest satisfaction scores, and operational KPIs

• Supervise and coach department leaders to ensure consistent service delivery and team development

• Handle guest concerns and resolve issues promptly to maintain high satisfaction and loyalty

• Monitor daily performance metrics and contribute to forecasting, budgeting, and cost control

• Ensure compliance with safety, health, and brand standards across all departments

• Participate in hiring, training, and performance evaluations of staff

• Lead by example in delivering outstanding hospitality and fostering a positive work culture

• Represent hotel leadership in meetings, community events, and vendor relations as needed

Supervisory Responsibilities

Directly and indirectly supervises all hotel personnel, including department managers. Carries out supervisory responsibilities in accordance with the Company’s policies, training programs, and applicable laws. Responsibilities include recruiting, interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

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.

Education and/or Experience

Bachelor's degree from four-year college or university preferred; or 3+ years hotel management experience, preferably in a supervisory or AGM role; or equivalent combination of education and experience.

Strong leadership, communication, and problem-solving skills

Proven ability to manage multiple departments and drive operational success

Familiarity with hotel systems, budgeting, and guest service standards

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 disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally required to stand; walk and sit. The employee must occasionally lift and/or move up to 25 pounds.