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Job Description
Job Description:
Assistant General Manager Position Title:
Assistant General Manager Reports To:
General Manager Department:
Administrative Job Overview Lead the day-to-day operations of the hotel with a primary focus on cultivating an exceptional guest experience and fostering a high-engagement team culture. Serve as a strategic partner to the General Manager, empowering and coaching department leaders to drive operational excellence, guest loyalty, and hotel profitability. Serve as the General Manager in his/her absence.
Serve as the ultimate guardian of the guest experience, proactively identifying opportunities to elevate service scores, drive brand loyalty, and create memorable touchpoints.
Service Recovery Leadership:
Design, implement, and empower the team with service recovery guidelines. Personally handle complex guest opportunities with empathy and urgency, transforming challenges into loyalty-building moments.
Quality Assurance:
Direct front office, food & beverage, and housekeeping/maintenance functions to ensure immaculate brand standards, seamless service delivery, and maximum guest comfort.
Engagement & Culture Building Foster Vibrant Relationships:
Actively engage with guests, team members, owners, and vendors to build a transparent, welcoming, and collaborative hotel community.
Connective Communication:
Lead energetic, collaborative weekly alignment meetings with Housekeeping, Maintenance, Front Desk, and F&B personnel to celebrate wins, align on hotel goals, and break down departmental silos.
Cross-Functional Teamwork:
Promote a unified "one team" culture through active daily visibility, open-door communication, and seamless shift-to-shift coordination.
Transition traditional supervision into an active coaching model. Conduct regular 1-on-1 development conversations, identify growth paths for high-potentials, and support team members in reaching their career goals. Empower the
Frontline:
Equip the team with the tools, training, and decision-making autonomy required to resolve guest requests and operational bottlenecks in real time.
Inspire Accountability:
Establish clear, measurable performance expectations for all departments. Celebrate exceptional performance and address gaps constructively through supportive, fair, and documented accountability processes.
Financial & Operational Ownership:
Partner with the General Manager to co-author operational strategies and budgets. Empower department supervisors to take ownership of their respective labor costs, inventory, and expense goals.
Coach the team on proactive safety behaviors, ensuring compliance with federal, state, and local laws regarding health, safety, and alcohol service.
Asset Protection:
Lead a culture of stewardship, ensuring preventative maintenance and housekeeping inspection programs are consistently executed to protect the property's physical assets.
Specific Job Knowledge, Skills, and Abilities Inspiring Leadership:
Proven ability to motivate, coach, and build high-performing, accountable teams.
Emotional Intelligence:
Exceptional interpersonal and communication skills, with a natural ability to connect authentically with guests and staff from diverse backgrounds.
Advanced Problem Solving:
A proactive mindset geared toward anticipating guest needs and solving operational challenges creatively.
Hospitality Savvy:
Deep understanding of hotel operations (Front Office, F&B, Housekeeping, Revenue Management) with a track record of driving guest satisfaction metrics.
Business Acumen:
Ability to analyze financial data, manage budgets, and balance high-touch hospitality with cost-effective operations.
Adaptability:
Highly organized and detail-oriented, with the agility to multi-task in a fast-paced environment and work a flexible schedule (including nights, weekends, and holidays). Work Environment / Physical Demands Most work tasks are performed indoors under controlled environmental systems. Requires the ability to push, pull, lift, or carry up to 25 lbs. Requires continuous walking, standing, and moving about the property to engage with staff and guests. Continuous talking and active listening are required to effectively communicate with guests and team members. Education and Experience Bachelor's degree in Hotel Administration, Business Administration, or equivalent experience. Progressive leadership experience in hotel operations, with a demonstrated history of developing people and improving guest satisfaction scores. Licenses or Certificates Ability to obtain and/or maintain any government-required licenses, certificates, or permits. Valid driver's license and acceptable driving history.
