Assistant General Manager

Assistant General Manager (AGM)

The Assistant General Manager is a key member of the Hotel Covington leadership team and works closely with the Regional Director to oversee the overall operation, performance, and guest experience of the hotel. The AGM will take an active role in overseeing the hotel's rooms, front office (including VIP experience), guest services, valet/parking, security, and other operational functions. The Assistant General Manager supports department leaders in achieving their goals, develops and holds teams accountable to high standards, and serves as a visible leadership presence throughout the hotel.

Key Responsibilities:

Hotel Operations & Leadership

• Ensure all departments are operating efficiently and consistently in accordance with Hotel Covington's service standards, policies, and procedures.
• Maintain a strong leadership presence throughout the property and foster a culture of genuine hospitality, teamwork, accountability, and professionalism.
• Ensure appropriate communication and coordination between departments, particularly during high-volume periods, weddings, meetings, VIP stays, and special events.
• Serve as a resource and escalation point for department leaders and supervisors when operational challenges arise.
• Review staffing levels and labor deployment to ensure appropriate coverage while managing labor costs.
• Support department leaders in staffing, scheduling, training, coaching, performance management, and employee development.
• Encourage cross-department communication and teamwork to ensure seamless guest experience.
• Assist with recruiting and onboarding key operational positions as needed.
• Conduct regular property inspections and follow up with department leaders regarding cleanliness, maintenance, safety, service, and overall presentation (including dress code).

Guest Experience & Service Standards

• Maintain a visible presence in guest-facing areas and actively engage with guests.
• Ensure the hotel consistently delivers the elevated service experience expected at Hotel Covington.
• Personally assist with escalated guest concerns, service recovery, VIP needs, and sensitive situations.
• Monitor guest feedback and identify recurring issues or opportunities for improvement.
• Work with department leaders to establish and maintain consistent service standards.
• Ensure special events, weddings, VIP stays, and other high-profile guest experiences are executed seamlessly.
• Ensure inventory & display of retail gift shop is maintained and reflects the Hotel Covington brand

Valet, Parking & Transportation

• Provide overall operational oversight of valet and parking services, including scheduling.
• Ensure valet operations consistently meet Hotel Covington's standards for guest service, professionalism, efficiency, safety, and appearance.
• Monitor valet staffing, scheduling, performance, and guest service levels.
• Ensure appropriate procedures are in place for vehicle handling, guest communication, parking operations, incident reporting, and loss prevention.
• Monitor parking-related guest concerns and ensure timely resolution.
• Review valet/parking performance and costs and identify opportunities for operational improvement.

Security & Safety

• Provide overall leadership and oversight of hotel security operations and security personnel/vendors.
• Ensure security procedures are consistently followed throughout the property.
• Work with department leaders to maintain a safe environment for guests, employees, and hotel assets.
• Coordinate with security personnel and appropriate outside agencies when necessary.
• Ensure incidents are appropriately documented, communicated, and followed up on.
• Review security concerns, incident reports, and recurring issues and implement corrective measures as appropriate.
• Support ongoing safety and security training and education across departments.
• Ensure emergency procedures are understood, maintained, and appropriately executed.

Financial & Operational Performance

• Partner with the Regional Director and department leaders to achieve hotel financial goals.
• Monitor labor, operating expenses, purchasing, inventory, and other controllable costs.
• Review departmental performance and identify opportunities to improve profitability and operational efficiency.
• Assist with budgeting, forecasting, financial reviews, and development of departmental action plans.
• Ensure department leaders understand their financial responsibilities and are held accountable for results.
• Review operational trends and recommend improvements based on performance, guest feedback, and business needs.

Qualifications

• Previous hotel leadership or hospitality management experience required; boutique, lifestyle, luxury, or full-service hotel experience preferred.
• Demonstrated experience leading department heads, supervisors, and frontline hospitality teams.
• Strong understanding of hotel operations, guest service, labor management, and financial performance.
• Strong organizational, communication, problem-solving, and decision-making skills.
• Ability to lead with confidence, professionalism, discretion, and a genuine sense of hospitality.
• Ability to manage multiple priorities and remain calm and effective in a fast-paced environment.
• Experience with service recovery and handling sensitive guest or employee situations.
• Knowledge of property management systems and other hotel operating systems preferred.
• Proficiency with Microsoft Office and other standard business software preferred.
• Flexible schedule, including evenings, weekends, holidays, and high-volume event periods as business requires.