Job Title: Assistant General Manager (AGM)
Department: Operations
Reports To: General Manager
Position Summary
The Assistant General Manager (AGM) plays a critical leadership role in the daily operations and long-term success of the hotel. This position supports the General Manager in overseeing all departments, ensuring exceptional guest experiences, maintaining brand standards, and leading the team with professionalism, accountability, and care.
The AGM is expected to act as the General Manager in their absence and to remain closely engaged with the property particularly during peak periods, operational challenges, and emergencies. This role requires ownership mindset and a committment to being present when leadership is needed.
Key Responsibilities
Operational Leadership
- Assist the General Manager in overseeing all hotel operations, including Front Desk, Housekeeping, Maintenance, Breakfast/F&B, and Guest Services
- Ensure compliance with brand standards, safety regulations, and company policies
- Monitor daily operations to proactively address issues related to guest satisfaction, staffing, and facilities
- Step into operational roles as needed to support the team and maintain service continuity
Guest Experience
- Champion a guest-first culture and ensure service recovery is handled promptly, professionally, and empathetically
- Monitor guest feedback and reviews; assist with resolution strategies and operational improvements
- Ensure consistent delivery of a warm, welcoming, and memorable guest experience
Team Leadership & Development
- Supervise, coach, and support department leaders and hourly team members
- Assist with hiring, onboarding, training, scheduling, and performance management
- Foster a positive, respectful, and accountable work environment
- Model strong leadership behavior, professionalism, and ethical conduct at all times
Scheduling & Staffing
- Support staffing plans to ensure appropriate coverage based on occupancy and business needs
- Maintain flexibility to work varied schedules, including weekends, holidays, and during emergencies or severe weather events
- Be available and accessible during critical operational situations
Financial & Administrative Support
- Assist with labor management, expense control, and revenue optimization
- Help monitor budgets, payroll, and purchasing practices
- Support audits, inspections, and required reporting
Emergency & Crisis Response
- Remain close to the property and available during inclement weather, power outages, maintenance emergencies, or other critical events
- Assist with emergency preparedness, response, and communication
Qualifications
- Minimum 3–5 years of hotel operations or hospitality management experience
- Prior supervisory or management experience required
- Strong knowledge of hotel systems, brand standards, and guest service principles
- Excellent leadership, communication, and problem-solving skills
- Ability to remain calm, decisive, and guest-focused under pressure
- High level of integrity, accountability, and ownership mindset
- Ability to multi-task
- Ability to learn and utilize various computer and software applications
Physical & Scheduling Requirements
- Ability to stand, walk, and move throughout the property for extended periods
- Ability to work flexible hours, including evenings, weekends, holidays, and emergency situations
- Reliable transportation and ability to remain on or near property when business needs require
- Basic gross motor skills and mobility
- Minimal lifting and carrying 25 to 50 pounds
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Why This Role Matters
The Assistant General Manager is not just a support role - it is a leadership position that directly impacts the guest experience, team morale, and operational success of the hotel. This role requires commitment, presence, and pride in the property and the people who bring it to life every day.
EEO Statement
Our company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training
Job Type: Full-time
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Paid training
- Vision insurance
Work Location: In person
