Assistant General Manager - Hospitality

POSITION SUMMARY

The Assistant General Manager supports the overall operations of the hotel by assisting the General Manager in delivering exceptional guest experience, driving financial performance, and ensuring efficient day-to-day operations across all departments. This role provides leadership and guidance to department leaders, promotes a culture of service excellence, and ensures brand standards and LHG policies are consistently upheld.


ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Employee Supervision & Development

• Assist in hiring, onboarding, training, and evaluating team members.
• Educate, train, and motivate hotel team members while ensuring they have the tools, resources, and information needed to perform effectively.
• Promote teamwork, quality, and service through daily communication and coordination with team members and departmental leadership.
• Ensure continuing education and training requirements for self- and team members are completed and properly recorded.
• Lead by example in all interactions with team members, guests, clients, vendors, and the public.

Operations Management & Property Oversight

• Partner with the General Manager to ensure the property is properly maintained and that necessary repairs and improvements are completed in a timely and appropriate manner to avoid negative guest impact.
• Must be trained and able to perform assignments across all hotel departments.
• Provide regular direction and manage hotel operations across key functional areas, including front office, food and beverage, housekeeping, and maintenance.
• Oversee front office, revenue, and reservation functions to ensure superior guest service, security of financial transactions, and achievement of operational goals.

Guest Experience & Service Excellence

• Greet guests in a warm, friendly manner and promptly resolve maintenance concerns to ensure guest satisfaction.
• Establish and implement service recovery guidelines to maintain the highest Guest Satisfaction Standards (GSS).
• Respond to all guest requests, complaints, situations, and accidents in an attentive, courteous, and efficient manner.
• Work with the General Manager and Director of Hotel Operations to handle and resolve guest/client complaints and inquiries in a timely manner, ensuring a "win-win" outcome.
• Interact with guests regularly and remain visible during peak check-in and checkout times.
• Ensure all operational areas deliver a consistent, high-quality guest experience.

Financial Management & Revenue Performance

• Assist in the development, implementation, and monitoring of financial and operational plans that support company objectives.
• Manage pantry/market inventory, including ordering, pricing, and ongoing profitability monitoring.

Compliance, Risk, & Safety

• Ensure compliance with brand standards across all departments and operational areas.
• Maintain proper handling and security of financials, credit card transactions, and guest information.
• Ensure guest privacy and security by correctly following brand and company procedures.
• Attend required workshops and certification trainings to ensure compliance with local, state, and brand requirements.

Other Duties

• Communicate effectively across all departments regarding service score goals and performance.
• Support the General Manager in strategic planning and operational execution.
• Act as General Manager in their absence.
• May be required to work nights, weekends, and holidays as business needs dictate.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Directly supervise assigned hotel employees. Carry out managerial responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, developing, and training employees with assistance from human resources; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

JOB REQUIREMENTS

• Demonstrates accountability by taking ownership of actions, decisions, and outcomes
• Completes work accurately, thoroughly, and with strong attention to detail
• Maintains an organized and systematic approach to tasks and responsibilities
• Exhibits dependability, reliability, and integrity in all aspects of the role
• Follows through on commitments and accepts responsibility for performance
• Identifies and addresses potential safety concerns to support a safe work environment
• Communicates clearly and professionally, both verbally and with team members
• Exercises sound judgment and decision-making to resolve issues and achieve goals
• Applies critical thinking and problem-solving skills in day-to-day responsibilities
• Effectively manages workload and maintains performance in high-pressure or stressful situations
• Maintains regular and consistent attendance

EDUCATION and/or EXPERIENCE

High School Graduate or General Education Degree (GED) and/ 1-2 years of Supervisory/Managerial experience preferred; 2 years of previous hotel experience preferred.

COMPANY VALUES

• Do the Right Thing. Act Ethically. We are responsible for our words, our actions and our results.
• Build Relationships for Life. At Work. At Home. In the Community.
• Solve It. Deliver results through innovation, creative thinking, and problem solving.
• Have Fun. Perform at Your Best. Celebrate Success.