Assistant General Manager

Job Description

Job Description

Position Summary

The Assistant General Manager (AGM) supports the General Manager in overseeing all aspects of hotel operations to ensure an exceptional guest experience, strong financial performance, and efficient day-to-day management. The AGM serves as a key member of the hotel's leadership team, providing direction and support to department managers and associates while maintaining operational standards and brand expectations.

The Assistant General Manager acts as the General Manager in their absence and helps ensure that the property operates smoothly, efficiently, and profitably.

Essential Duties and Responsibilities

Hotel Operations

• Assist the General Manager in overseeing daily hotel operations, including Front Desk, Housekeeping, Maintenance, Food and Beverage, and other applicable departments.
• Ensure all departments maintain established brand standards, operating procedures, and service expectations.
• Conduct regular property inspections to ensure cleanliness, maintenance, safety, and overall guest readiness.
• Monitor room availability, occupancy, arrivals, departures, and daily operational needs.
• Assist with scheduling, staffing, and labor management to ensure appropriate coverage.
• Address operational challenges and implement solutions to improve efficiency and service delivery.

Guest Satisfaction

• Ensure a high level of guest satisfaction through consistent service standards and timely resolution of guest concerns.
• Respond professionally to guest complaints, service recovery opportunities, and online reviews.
• Monitor guest satisfaction scores, online reviews, and guest feedback to identify areas for improvement.
• Support the team in delivering personalized and memorable guest experiences.

Financial Performance

• Assist the General Manager in achieving revenue, profitability, and budgetary goals.
• Monitor labor costs, departmental expenses, purchasing, and inventory.
• Review daily revenue, occupancy, and performance reports.
• Identify opportunities to improve operational efficiency and control expenses.
• Assist with forecasting, budgeting, and financial reporting.
• Support revenue management strategies, including room rates, occupancy, and availability.

Team Leadership and Development

• Provide leadership, coaching, and support to department managers and associates.
• Assist with recruitment, onboarding, training, and performance management.
• Promote a positive, professional, and team-oriented work environment.
• Ensure associates follow hotel policies, procedures, and applicable employment regulations.
• Conduct departmental meetings and communicate operational priorities.
• Hold team members accountable for performance and established service standards.

Maintenance and Property Management

• Work closely with the Maintenance team to ensure the property is maintained in excellent condition.
• Monitor preventive maintenance programs and follow up on outstanding repairs.
• Assist with capital improvement projects, renovations, and property improvement plans.
• Ensure guest rooms, public areas, and back-of-house spaces are clean, safe, and operational.
• Identify property deficiencies and communicate necessary repairs, improvements, and expenditures to the General Manager.

Administration and Compliance

• Assist with daily reporting, payroll review, scheduling, and administrative responsibilities.
• Ensure compliance with company policies, brand standards, local regulations, and safety requirements.
• Maintain accurate records and support internal audits and inspections.
• Assist with emergency response procedures and ensure associates understand safety protocols.
• Perform other duties as assigned by the General Manager.

Qualifications

• Five years previous hotel management or supervisory experience required.
• Strong leadership, communication, and organizational skills.
• Demonstrated ability to manage multiple departments and competing priorities.
• Strong problem-solving and decision-making abilities.
• Proficiency in hotel property management systems, Microsoft Office, and operational reporting.
• Understanding of hotel revenue management, labor control, guest satisfaction, and financial performance.
• Ability to work a flexible schedule, including weekends, holidays, and evenings as needed.

Preferred Qualifications

• Previous Assistant General Manager, Operations Manager, or Department Manager experience.
• Experience with branded hotel operations and brand standards.
• Knowledge of hotel budgeting, forecasting, and financial reporting.
• Experience managing guest satisfaction scores and online reputation.

Key Performance Indicators

The Assistant General Manager will be evaluated based on:

• Guest satisfaction and Likelihood to Recommend scores.
• Hotel revenue and profitability performance.
• Labor cost management and operational efficiency.
• Brand standards and quality assurance performance.
• Employee engagement, retention, and development.
• Overall property condition and preventive maintenance compliance.