JOB SUMMARY
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.
ESSENTIAL JOB FUNCTIONS
- Directly supervises the Front Desk, Food & Beverage, Spa, 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.
EDUCATION
- Associate's degree from an accredited university or equivalent in a related field.
EXPERIENCE
- 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.
SUPERVISORY RESPONSIBILITIES
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.
- Issues corrective action and makes recommendations for termination.
- Investigates and resolves concerns and complaints.
- Creates department work schedules.
- Approves time records and time off requests.
- Proactively assesses risk to establish systems and procedures to protect organizational assets.
- Ensures compliance with safety regulations.
LICENSES & CERTIFICATIONS
- This position does not require licenses or certifications.
SKILLS & ABILITIES
This position requires the capability to understand and follow both oral and written directions, as well as the ability to communicate effectively with others in English and interact successfully with internal and external customers.
- Customer service skills.
- Able to maintain a positive and professional working environment.
- Fosters a culture of excellence.
- Attention to detail.
- Analytical and problem-solving skills.
- Able to maintain composure and objectivity under pressure.
- Proficient in time management; the ability to effectively organize and manage multiple priorities.
- Recognizes an emergency situation and takes appropriate action.
- Emotional intelligence and interpersonal skills, with the ability to build strong working relationships with team members at all levels.
- Skilled in building and motivating a team, fostering a collaborative environment and inspiring high performance.
- Excels at team building, leadership, and development.
- Ability to take initiative and effectively adapt to shifting internal and external conditions.
- Performs well with frequent interruptions and/or distractions.
- Understands how to develop and implement business strategies.
- Ability to interpret and create policies, procedures, and manuals.
- Able to communicate appropriately and effectively with all levels of management and external stakeholders.
- Business acumen, including financial management, budgeting, cost control, and revenue optimization.
- Ability to effectively listen, understand, and resolve challenges and concerns from management, team members, and guests.
- Interpersonal skills to include coaching, counseling, mentoring, and public relations.
- Able to identify and seize revenue-generating opportunities while effectively managing costs and resources.
- Knowledge of key industry trends, regulations, and the current industry landscape.
- Proven ability to drive revenue growth, optimize costs, and achieve financial targets.
- Capable of addressing complex issues and making balanced tradeoffs between brand requirements and commercial realities in a practical and diplomatic manner.
- Able to engage diplomatically and effectively with third party operators and owners, empathizing, and reacting appropriately to partner feedback and helping resolve issues where necessary.
- Proficient in negotiations.
- Proficient in public speaking.
- Basic math skills.
- Proficient in Google Docs/Microsoft Word.
- Proficient in Google Sheets/Microsoft Excel.
- Proficient in Google Slides/Microsoft PowerPoint.
- Proficient in Gmail/Microsoft Outlook.
- Ability to adjust effectively to evolving work environments and shifting customer (internal/external) requirements.
- Able to work effectively in a culturally diverse environment and support diversity and inclusion within the organization.
TRAVEL REQUIREMENTS
PHYSICAL DEMANDS
- Reaching: Extending hand(s) and arm(s) in any direction.
- Standing: Particularly for sustained periods of time.
- Walking: Moving about on foot to accomplish tasks. Specifically, for long distances or moving from one work site to another often.
- Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward, or outward.
- Pulling: Using upper extremities to exert force in order to draw, haul, or tug objects in a sustained motion.
- Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Specifically, if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
- Grasping: Applying pressure to an object with the fingers and palm.
- Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
- Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
- Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
- Hands to Fingers: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
- Repetitive Motion: Substantial movements (motions) of the wrists, hands, and/or fingers.
- Close Vision: Clear vision at 20 inches or less. Required to perform an activity such as preparing and analyzing data, transcribing, viewing a computer terminal, extensive reading or visual inspections.
- Distance Vision: Clear vision at 20 feet or more. Required to perform an activity where the seeing job is arm's reach or beyond.
- Color Vision: Ability to identify and distinguish colors.
- Peripheral Vision: Ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point.
- Depth Perception: Ability to judge distances and spatial relationships (three-dimensional).
- Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a minor amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
WORK ENVIRONMENT
- None: No exposure to adverse environmental conditions (typical office/administrative setting).
DISCLAIMER
This job description provides a general overview of the work performed, including the typical responsibilities and level of duties associated with this position. It should not be construed as an exhaustive list of tasks or obligations for any individual team member. This description does not alter the employment relationship between the Company and its team members.
The Essential Job Functions, Physical Requirements, and Work Environment characteristics outlined are intended to reflect the requirements needed to perform the essential functions of this role effectively. Management retains the authority to modify, adjust, or revoke job duties and responsibilities as needed, and to make reasonable accommodations to enable qualified team members to fulfill the essential functions of their roles.
The Company is an Equal Employment Opportunity (EEO) employer and is committed to providing a work environment free from discrimination and harassment. All employment decisions are made based on merit, qualifications, and business needs without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected status/characteristic in accordance with applicable federal, state, and local laws.