Assistant General Manager

Assistant General Manager

The Assistant General Manager provides strategic leadership and operational oversight for all front-of-house and guest service departments, ensuring an exceptional guest experience at every touchpoint. This role is responsible for managing the front office, transportation services, housekeeping, and gift shop, while maintaining the highest standards of cleanliness, service, and safety in guest rooms, public areas, and recreational facilities.

This position also is responsible for budget management, expense tracking, payroll oversight, and financial reporting.

With a focus on guest satisfaction, operational efficiency, and team development, the Assistant General Manager plays a key role in driving both the service culture and the financial success of the property.

Essential Duties and Responsibilities:

Proactively anticipates and addresses guest needs in all assigned areas — including front office, housekeeping, transportation, and food and beverage — and resolves concerns in alignment with hotel policy and service recovery procedures. Ensures prompt responses to guest surveys and reviews.

Oversees and supports operational functions across assigned departments in line with the business plan, budget, and property vision, ensuring consistency in service standards, cleanliness, safety, and facility presentation both indoors and outdoors.

Contributes to the research, development, evaluation, and implementation of new products, services, technology, and processes to maintain a competitive market position, anticipate evolving guest needs, and enhance operational efficiency.

Manages departmental financial performance, including budget preparation, expense tracking, payroll oversight, and financial reporting, ensuring accountability and cost-effective operations.

Job Duties and Responsibilities:

• Coordinates the organization and administrative functions in all areas of the Rooms Division.
• Ensures total compliance with standards of operation.
• Ensures staffing is maintained at an appropriate level to match business demand.
• Participates in all regular and ad hoc operational meetings and in the formulation of strategic business plans.
• Establishes monthly reporting system.
• Handles all guest complaints expeditiously to complete resolution.
• Closely monitors the financial performance of all departments, in particular monitoring all Rooms expenses to ensure that they are kept in line with budget; and providing solutions to improve problem areas and assisting in implementing corrective measures.
• Works closely with General Manager, Sales and Revenue to ensure maximum yield and a strong up-sell program.
• Assists with monitoring fiscal budget, operations of assigned department(s), and marketing strategies to produce both short-term and long-term profitability.
• Assists with managing the delivery and measurement of guest service within assigned department(s) consistent with the company's core service standards and brand attributes.

Vesta Hospitality's focus areas are:

Our Teams | Our Guests | Financial Responsibilities | Our Revenue | Responsible Business

Sample standards of measurement are:

Guest satisfaction scores, inspection and audit results, sales call initiatives and goals (shop calls), accurate and timely data processing, safety and risk prevention measures, associates satisfaction and turnover, and others.

Additional Duties and Responsibilities:

Maintains punctual, regular and predictable attendance.

• Works collaboratively in a team environment with a spirit of cooperation.
• Displays excellent communication skills including presentation, persuasion, and negotiation skills required in working with guests and coworkers and including the ability to communicate effectively and remain calm and courteous under pressure.
• Respectfully takes direction from supervisor.
• Complies with all safety policies, practices and procedures.
• Participates in proactive team efforts to achieve hotel and company goals.
• Provides leadership to others through example and sharing of knowledge and skills.
• Displays a professional and polished appearance and demeanor at all times.
• Willingness to work a flexible schedule, including evenings, weekends, and some holidays.
• Perform other duties as assigned.

Supervisory Responsibilities:

This position directly oversees and supervises all positions of the assigned departments. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Supervisory responsibilities include, but are not limited to performing the following duties: hiring, assigning work, orientation, training and development, evaluating performance, elevating compensation, rewarding performance, mentoring, approving time off and scheduling, resolving complaints, disciplinary action and associate separations, effective staffing procedures, awareness of and response to associate morale problems, and supervising workload during shifts.

Qualifications:

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. 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:

Associate's degree (A. A.) or equivalent from two-year college or technical school; or one or more years related experience and/or training in hotel front desk, cash handling, and accounting and administrative procedures; or equivalent combination of education and experience.

Language Skills:

Must be able to read, write and speak English. Must be able to read and interpret simple and complex documents, reports, manuals and correspondence. Must be able to write simple and complex documents, reports, and correspondence. Must be able to speak effectively with clear speech to individuals and groups.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Computer Skills:

Job requires specialized computer skills. Must be adept at using various applications including database, spreadsheet, report writing, project management, graphics, word processing, presentation creation/editing, communicate by e-mail and use scheduling software.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to prioritize, organize and delegate assignments. Must be able to accurately perceive, comprehend and analyze situations, data, and incidents.

Physical Requirements and Environmental Conditions:

The physical demands described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and position requirements.

The associate must occasionally lift and/or move up to 5 pounds and very rarely lift and/or move up to 50 pounds. While performing the duties of this job, the associate is regularly required to sit, stand, talk, hear and walk; reach with hands and arms; use hands to finger, handle or feel, operate a computer and look at a monitor. The associate is occasionally required to climb or balance, stoop, kneel, crouch, or crawl. The associates must be able to read, see (close, distance and peripheral vision), adjust focus and apply depth and perception vision.

The work environment described here is representative of those associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and position requirements.

While performing the duties of this job, the associate is regularly exposed to work near moving mechanical parts, fumes or airborne particles. The associates is occasionally exposed to outdoor weather conditions. In rare occasions, the associate is required to work in high, precarious places. The noise level in the work environment is usually moderate.