Assistant General Manager

Assistant General Manager

The Assistant General Manager plays a key leadership role in ensuring the successful daily operation of the hotel. This position oversees the Front Desk, Housekeeping, and Engineering departments, ensuring exceptional guest experiences, operational efficiency, and a clean, safe, and welcoming environment. The Assistant General Manager is responsible for driving service excellence, controlling expenses, maximizing revenue opportunities, and supporting overall hotel operations.

Essential Responsibilities

• Deliver outstanding guest service by responding promptly and professionally to guest inquiries, requests, concerns, complaints, and incidents received in person, by phone, through reservations, comment cards, or written correspondence.
• Resolve guest issues efficiently and conduct appropriate follow-up to ensure complete guest satisfaction.
• Maximize room revenue and occupancy through daily review of hotel status, inventory, forecasts, and market conditions.
• Monitor financial performance by analyzing operational variances, reviewing credit card reports, and maintaining awareness of daily occupancy and house count metrics.
• Develop and manage departmental schedules based on business demands, payroll budgets, productivity standards, and service expectations.
• Recruit, interview, hire, train, and develop team members while fostering a positive and inclusive workplace culture.
• Maintain proficiency in all front office systems, including software administration, report generation, troubleshooting, and operational analysis.
• Promote a culture of safety by supporting accident prevention programs, safety training initiatives, compliance standards, and departmental communication.
• Investigate, document, and follow up on employee and guest incidents in a timely and professional manner.
• Support front-of-house operations as needed to ensure seamless guest service and operational success.
• Collaborate with department leaders to achieve guest satisfaction, quality assurance, and financial performance goals.
• Ensure adherence to company policies, brand standards, and all applicable federal, state, and local regulations.

Qualifications

• Previous hotel management or supervisory experience preferred.
• Strong leadership, communication, and interpersonal skills.
• Proven ability to resolve guest concerns while maintaining professionalism and service excellence.
• Experience with hotel property management systems and front office operations.
• Ability to analyze operational and financial reports and make informed business decisions.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Knowledge of workplace safety practices and risk management procedures.
• Flexible schedule, including availability to work evenings, weekends, and holidays as business needs require.