Position Overview
Comfort Suites is seeking a hands-on, dependable Assistant General Manager / General Manager to help lead the day-to-day operations of the hotel.
This is an active, working management position. This is not strictly a back-office or administrative role. The person in this position will regularly work scheduled Front Desk shifts while also carrying management responsibilities for the property.
The ideal candidate is comfortable checking guests in, handling reservations and guest concerns, answering phones, supervising employees, coordinating housekeeping and maintenance needs, addressing operational issues, and taking ownership of the hotel while on duty.
Management is expected to lead from the floor and be willing to step in wherever necessary to keep the hotel operating smoothly.
Key Responsibilities
Front Desk & Guest Service
- Work regularly scheduled Front Desk shifts as part of the hotel's normal staffing schedule.
- Check guests in and out accurately and efficiently.
- Answer phones, process reservations, and respond to guest questions.
- Handle guest complaints and resolve service issues professionally.
- Process payments, deposits, refunds, and other Front Desk transactions.
- Maintain accurate shift reports, logs, cash drawers, and documentation.
- Be knowledgeable about hotel rates, room types, promotions, policies, amenities, and local information.
- Assist with guest requests and ensure issues are followed through to completion.
- Maintain a professional and welcoming environment at the Front Desk.
Hotel Operations & Management
- Oversee day-to-day hotel operations while on duty.
- Supervise and support Front Desk, housekeeping, maintenance, and other hotel employees.
- Help develop and maintain employee schedules based on occupancy and operational needs.
- Monitor employee attendance, performance, professionalism, and completion of assigned duties.
- Train and coach Front Desk employees on hotel procedures, guest service standards, and property policies.
- Coordinate with housekeeping to monitor room status, room readiness, inspections, and guest needs.
- Coordinate maintenance issues and ensure repairs or property concerns are properly addressed.
- Conduct property walks and identify cleanliness, maintenance, safety, or operational issues.
- Follow up on guest complaints, maintenance issues, employee concerns, and outstanding operational items.
- Assist ownership and management with implementing hotel policies and operational improvements.
- Monitor hotel inventory and assist with ordering operational supplies when necessary.
- Help control unnecessary expenses, overtime, and operational waste.
- Ensure hotel policies, brand standards, and safety procedures are followed.
Staffing & Management Coverage
- Help maintain adequate staffing for hotel operations.
- Respond appropriately when employees call out or fail to report for scheduled shifts.
- Be willing and able to provide operational coverage when necessary, including covering Front Desk shifts when reasonable staffing alternatives are unavailable.
- Assist in arranging coverage and contacting employees when schedule changes are necessary.
- Be available to respond to urgent hotel situations outside of normally scheduled hours when management involvement is required.
- Help ensure the hotel remains properly staffed and operational during weekends, holidays, high-occupancy periods, and unexpected staffing shortages.
This position requires someone who understands that hotel management occasionally involves stepping directly into an operational role when the property needs it.
Administrative & Financial Responsibilities
- Review Front Desk reports, occupancy, arrivals, departures, room status, and other daily operating information.
- Assist with payroll review, scheduling, timekeeping, and employee attendance records.
- Review cash handling, deposits, refunds, chargebacks, and payment discrepancies as needed.
- Assist with accounts receivable, vendor coordination, invoices, and other administrative duties as assigned.
- Monitor guest reviews and help resolve recurring service issues.
- Assist with hiring, interviewing, onboarding, training, coaching, and employee discipline.
- Maintain appropriate hotel records, reports, logs, and documentation.
- Communicate significant operational, staffing, maintenance, or guest issues to ownership.
Leadership Expectations
We are looking for a manager who:
- Leads by example.
- Is comfortable working alongside employees rather than managing exclusively from an office.
- Takes ownership of problems instead of simply passing them along.
- Can make sound decisions independently when necessary.
- Holds employees accountable while treating them professionally.
- Communicates clearly with ownership and staff.
- Understands the importance of controlling labor costs while maintaining guest service.
- Notices problems around the property and takes action to correct them.
- Is dependable during staffing shortages and unexpected situations.
- Understands that hospitality is a 24/7 operation and management responsibilities sometimes extend beyond a traditional Monday–Friday schedule.
Qualifications
- Previous hotel Front Desk experience strongly preferred.
- Previous hotel supervisory, Assistant General Manager, General Manager, or similar management experience preferred.
- Experience with Choice Hotels / Comfort Suites is a plus.
- Experience with hotel property management systems preferred.
- Strong guest-service and problem-solving skills.
- Strong organizational and communication skills.
- Ability to supervise and motivate employees.
- Comfortable handling difficult guest and employee situations.
- Basic understanding of hotel financial and operational reports.
- Ability to work independently and make decisions when ownership is not on property.
- Must be dependable and punctual.
Schedule & Availability
This is a full-time management position that includes scheduled operational shifts.
Candidates must have reasonable scheduling flexibility and should expect a combination of Front Desk coverage, management duties, administrative responsibilities, and operational oversight.
Availability for weekends, holidays, evenings, and emergency coverage is required based on hotel needs.
The successful candidate should understand that while the hotel will maintain a regular staffing schedule, management may occasionally need to step in when an employee calls out, does not show up, or an unexpected operational situation occurs.
Physical Requirements
- Ability to remain standing or walking for extended periods while working hotel operations.
- Ability to move throughout the property and inspect guest rooms and common areas.
- Ability to occasionally lift or move normal hotel supplies and equipment.
What We're Looking For
This position is best suited for someone who enjoys being actively involved in hotel operations.
If you prefer a management position where you are exclusively performing administrative work from an office, this position is probably not the right fit. We are looking for someone who is comfortable running the Front Desk, managing employees, solving problems, and taking responsibility for the overall operation of the hotel.
Pay: $51,556.79 - $70,089.90 per year
Work Location: In person
