Assistant General Manager

About the role

The Assistant General Manager (AGM) oversees and coordinates activities across various departments to maximize hotel operations, guest satisfaction, and financial performance.

Responsibilities

• Direct and coordinate activities across the front desk, housekeeping, reservations, guest service, security, and maintenance departments.
• Maximize Average Daily Rate (ADR) and occupancy levels.
• Collaborate with Sales and Operations departments to align strategies and optimize performance.
• Motivate, coach, and train department leaders to enhance service quality and operational efficiency.
• Understand financial statements and budgets, including staffing guidelines and cost controls.
• Implement cost-saving strategies while maintaining service standards.
• Guide, develop, and/or implement policies, procedures, and systems to improve business operations.
• Ensure that all team members, especially Front Desk Associates, understand and anticipate guest expectations.
• Empower associates to satisfy guests and make decisions that enhance the guest experience.
• Actively solicit feedback from guests to continuously improve service.
• Ensure that guest complaints are promptly addressed and resolved.
• Ensure that associates maintain a professional appearance and a welcoming demeanor.
• Review incoming reservations, pre-block rooms with special requests, and coordinate with appropriate staff members.
• Oversee the VIP program and ensure its proper execution.
• Manage cash, checks, and credit card transactions, ensuring accuracy and compliance with company policies.
• Prepare and manage the team schedule, and reconcile room discrepancies with the Executive Housekeeper.
• Complete weekly and monthly reports as required.
• Attend required meetings and maintain effective communication with all departments.
• Manage all aspects of the safety program, including training, reporting, and incentives.
• Ensure compliance with local, state, and federal safety regulations.
• Properly handle and account for keys, and be knowledgeable of emergency procedures and security concerns.
• Consistently communicate performance standards to staff and build teamwork.
• Conduct departmental meetings and maintain a cooperative work environment.
• Aid in recruiting, training, and evaluating new associates.
• Provide ongoing coaching and support to team members, fostering a positive and productive work environment.
• Maintain strict adherence to safety and security protocols, including the proper handling of keys, lost and found items, and emergency procedures.
• Perform additional duties as assigned by the General Manager, supporting the overall success of hotel operations.

Qualifications

• Education: High school diploma or equivalent required; further education in hospitality or related fields preferred.
• Strong understanding of budget management, cost controls, and financial statements.
• Excellent verbal and written communication skills.
• Ability to maintain a professional and welcoming demeanor in all guest interactions.
• Knowledge of the local area, hotel services, and facilities.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.