Assistant General Manager

• Guest Management Tools , Operations Tracking Tools , PMS (Property Management System) , Reporting and KPI Tracking Tools

About Our Client

Our client is a premier boutique hotel in Miami's Coconut Grove, part of the MVR Group portfolio. They deliver personalized, high-touch guest experiences while running a disciplined, metrics-driven operation. Our client combines the warmth of independent hospitality with the systems and standards of a professional management group.

Our client is a team that values trust, service, excellence, teamwork, and resourcefulness - not as slogans, but in how they run every shift, handle every escalation, and hold each other accountable.

How They Work

• Hands-on leadership: The AGM is on the floor, not behind a desk - decisions happen in real time.
• EOS framework: Quarterly priorities, weekly reviews, clear accountability at every level.
• Structured but fast: Notion-based operations tracking, defined SOPs, rapid issue resolution.
• On-site in Miami: Daily presence and team leadership are core to this role.

What You’ll Do

• Run day-to-day floor operations across all departments; serve as the on-site decision-maker when the General Manager is unavailable.
• Own in-stay guest satisfaction - handle escalations with urgency and professionalism, ensuring complaints are resolved before checkout and documented for follow-up.
• Supervise front desk and housekeeping teams; manage shift schedules, coverage gaps, and daily briefings.
• Hold team members accountable to service standards and SOPs; conduct daily performance check-ins.
• Conduct daily inspections of rooms and common areas; coordinate with the Chief of Engineering on maintenance flags.
• Prepare daily operations summaries for the General Manager: occupancy, housekeeping completion rates, maintenance turnaround, and guest feedback.
• Flag operational risks before they become guest-facing problems.
• Ensure every shift opens and closes with zero unresolved critical issues.

Required Qualifications

• 3+ years in hotel operations, front office management, or rooms division leadership.
• Demonstrated experience supervising cross-functional teams (front desk, housekeeping, maintenance coordination).
• Strong guest escalation management - calm, professional, and resolution-focused under pressure.
• Proficient in property management systems (Opera, Mews, or equivalent).
• Full professional fluency in English.

Strongly Preferred Qualifications

• Familiarity with Guesty, Notion, or similar operations tools.
• Track record managing daily reporting and operational KPIs for senior leadership.

90 Days

• Fully owns daily operations across all shifts with zero critical issues left unresolved at close.
• Daily inspection and reporting cadence established and running consistently.
• Escalation management process documented and followed by the full team.

1 Year

• Guest satisfaction scores trending at or above the hotel's target benchmark.
• Housekeeping and front desk teams operating to SOP with measurable accountability.
• Recognized by the General Manager as a fully independent operational lead.