Assistant General Manager

The Assistant General Manager (AGM) plays a critical leadership role in ensuring the smooth and efficient operation of the hotel. Working closely with the General Manager, the AGM oversees daily operations, supports department leaders, and ensures exceptional guest experiences while meeting financial, operational, and service goals. The AGM also steps in to lead the property in the absence of the General Manager.

• Directly supervises the Front Desk, Food & Beverage, and Housekeeping teams and department operations (e.g., hiring, terminating, disciplinary actions, performance evaluations, etc.).
• Models and promotes a guest-first culture, ensuring all team members deliver exceptional service and consistently project a professional image.
• Selects or assists in the selection of hotel team members and completes all onboarding paperwork.
• Regularly communicates with other department heads to ensure adequate scheduling coverage in all areas impacting the operation of the hotel.
• Schedules departments in adherence with budget and occupancy requirements to maximize guest service while working within the confines of budgeted hours.
• Monitors labor and expense controls to ensure profitability.
• Assigns duties to team members and observes performance to ensure adherence to hotel policies and established operating procedures.
• Assures maximum guest service through training, including but not limited to: hotel amenities, local area, shopping, dining, entertaining, current groups, and banquet functions.
• Reviews team member performance and conducts personnel actions such as disciplinary actions and terminations.
• Motivates subordinates to achieve the highest level of room sales at the highest possible rate.
• Ensures brand standards, policies, and service expectations are consistently met or exceeded.
• Assures that all areas of the hotel under his/her purview (Front Desk, all hotel public areas, guest rooms, laundry, maid closets, etc.) meet established building cleanliness standards established in Quality Assurance inspection scores.
• Fosters a positive work environment that supports engagement, retention, and professional growth.
• Maintains accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, etc.
• Participates in weekly team meetings.
• Adheres to all franchise and Company procedures and regulations and standard operating procedures.
• Receives and resolves or assists in resolving guest complaints and team member issues.
• Serves as the primary leader in the absence of the General Manager.
• Covers shifts in all departments as scheduled by the General Manager.
• Corresponds with group and travel agents to answer special requests for rooms and rates.
• Assists with Sales and Marketing efforts as directed.
• Maintains and implements established Emergency Procedures, assuring the security of guests and monies.
• Assists in preparing and managing the hotel's annual budget.
• Works within the property checkbook to ensure adherence to departmental labor and expense budgets.
• Answers inquiries pertaining to hotel policies and services.
• Regularly communicates with other department heads to ensure adequate scheduling coverage in all areas impacting the operation of the hotel.
• Schedules departments in adherence with budget and occupancy requirements to maximize guest service while working within the confines of budgeted hours.
• Monitors labor and expense controls to ensure profitability.
• Assists General Manager in annual wage scale surveys; ensures team member wages follow wage and salary guidelines.

• Attendance is a key component of this position.
• Maintains a professional appearance in accordance with Company standards; wears the appropriate uniform or attire.
• Maintains open and effective communication with team members and management.
• Attends and participates in team meetings.
• Adheres to established safety and emergency procedures and protocols, this includes Company, federal, and state specific regulations and guidelines.
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties and responsibilities as assigned.

• Associate's degree from an accredited university or equivalent in a related field.

• A minimum three (3) years of experience in the hotel/hospitality field required.
• A minimum two (2) years of progressive leadership experience in hotel operations, sales and marketing, or related professional areas required.

Oversees and coordinates the department's activities, with a focus on supervisory and organizational goals. While a portion of the time may involve performing tasks similar to those of direct reports, the primary responsibilities are related to management and coordination. Analyzes and resolves issues, establishes work methods, ensures regulatory compliance, and maintains productivity. Uses judgment within established procedures and policies to make appropriate decisions and take necessary actions.

Specific supervisory duties include, but are not limited to the following:

• Determines and creates policies, procedures, and manuals for direct reports.
• Establishes objectives and goals for the team.
• Assigns, monitors, and reviews work; evaluates direct report's performance.
• Recruits and interviews.
• Orientates and trains.