ASSISTANT GENERAL MANAGER
AKA Hotels+Hotel Residences, United States (On-site)
AKA Hotels + Hotel Residences is a part of Korman Communities, a family owned and operated company, we consider our Team Members the most important asset. With over 100 years of history and experience behind us we’re always looking for Team Members ready to join our family.
POSITION OVERVIEW
The Assistant General Manager (AGM) is a key operational leader responsible for driving service excellence, financial performance, and team engagement across the property. This role partners closely with the Managing Director / General Manager to ensure seamless day-to-day operations while upholding the brand’s luxury service standards.
The AGM provides strategic oversight of Operations: Guest Services, Housekeeping, Maintenance, Food and Beverage where applicable, in addition to Accounts Payable (AP) and Accounts Receivables (AR), ensuring operational alignment, exceptional guest experiences, and a high-performing team culture.
KEY RESPONSIBILITIES
- Operations & Guest Experience
- Champion a culture of exceptional guest service, ensuring all interactions reflect brand standards.
- Resolve guest concerns, including billing discrepancies and credit card disputes, with professionalism and urgency.
- Monitor daily operations, including arrivals, departures, and in-house activity, ensuring accuracy and service consistency.
- Drive guest satisfaction and loyalty through service recovery and proactive engagement strategies.
Leadership & Team Management
- Lead, coach, and develop department leaders across Guest Services, Housekeeping, and Maintenance.
- Oversee recruitment, onboarding, training, scheduling, and performance management.
- Foster a collaborative, accountable, and service-driven team environment.
- Address employee relations matters, including conflict resolution and disciplinary action, in alignment with company policies.
Financial Management
- Support the achievement of financial objectives through effective labor management, forecasting, and yield strategies.
- Assist in the preparation, execution, and ongoing management of the annual operating budget.
- Analyze financial performance, identify variances, and implement timely corrective actions in partnership with department leaders.
- Oversee payroll processes, including utilization of UKG, ensuring accuracy and compliance.
- Manage and monitor accounts payable (AP) processes, including invoice review, coding, approval workflows, and timely payment execution in accordance with company policies.
- Ensure strong expense management discipline, including cost controls, budget adherence, and identification of savings opportunities across all departments.
- Partner closely with operational leaders (Front Office, Housekeeping, Engineering, and F&B where applicable) to align financial goals with day-to-day operations and drive accountability for departmental performance.
- Maintain oversight of accounts receivable (AR) functions, ensuring timely billing, collections, and resolution of outstanding balances to optimize cash flow.
- Collaborate with corporate finance and accounting teams to ensure accurate reporting, audit readiness, and compliance with internal controls.
- Drive financial transparency and ownership at the property level through regular reviews, reporting, and communication with leadership.
Compliance & Risk Management
- Ensure all departments operate in compliance with company policies, safety standards, and legal regulations.
- Maintain a safe, secure, and well-maintained environment for guests and team members.
- Protect confidential information and uphold company integrity standards.
Cross-Functional Collaboration
- Partner with internal departments to align operational goals and resolve business challenges.
- Interpret and apply company policies to operational practices.
- Effectively allocate resources to optimize efficiency and service delivery.
Continuous Improvement
- Identify opportunities to enhance operational performance and guest experience.
- Stay current with industry trends and best practices.
- Contribute to initiatives that elevate the property’s reputation and competitive positioning.
CORE COMPETENCIES
- Strong leadership and people management skills
- Exceptional guest service and problem-solving abilities
- Financial acumen and operational expertise
- Effective communication (verbal and written)
- Excellent guest relation skills
- High level of professionalism and executive presence
- Detail-oriented with strong organizational skills
- Ability to manage multiple priorities in a fast-paced environment
- Results-driven with a proactive, solutions-oriented mindset
QUALIFICATIONS
- Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred
- Minimum of 3+ years of progressive hotel operations leadership experience
- Proven experience in both operations and financial management
- Proficiency in property management and payroll systems (e.g., Opera Cloud, UKG)
- Flexibility to work nights, weekends, and holidays as required
ADDITIONAL EXPECTATIONS
- Maintain a polished and professional appearance that reflects the brand
- Demonstrate a commitment to excellence and continuous improvement
- Uphold the values and culture of AKA Hotels + Hotel Residences
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
