Job Description: Assistant General Manager
Position Title: Assistant General Manager/Home 2
Reports To: General Manager
Department: Administrative
Job Overview
Lead the day-to-day operations of the hotel with a primary focus on cultivating an exceptional guest experience and fostering a high-engagement team culture. Serve as a strategic partner to the General Manager, empowering and coaching department leaders to drive operational excellence, guest loyalty, and hotel profitability. Serve as the General Manager in his/her absence.
Duties and Responsibilities
Guest Satisfaction & Experience Excellence
- Champion Guest Loyalty: Serve as the ultimate guardian of the guest experience, proactively identifying opportunities to elevate service scores, drive brand loyalty, and create memorable touchpoints.
- Service Recovery Leadership: Design, implement, and empower the team with service recovery guidelines. Personally handle complex guest opportunities with empathy and urgency, transforming challenges into loyalty-building moments.
- Quality Assurance: Direct front office, food & beverage, and housekeeping/maintenance functions to ensure immaculate brand standards, seamless service delivery, and maximum guest comfort.
Engagement & Culture Building
- Foster Vibrant Relationships: Actively engage with guests, team members, owners, and vendors to build a transparent, welcoming, and collaborative hotel community.
- Connective Communication: Lead energetic, collaborative weekly alignment meetings with Housekeeping, Maintenance, Front Desk, and F&B personnel to celebrate wins, align on hotel goals, and break down departmental silos.
- Cross-Functional Teamwork: Promote a unified "one team" culture through active daily visibility, open-door communication, and seamless shift-to-shift coordination.
Empowerment, Coaching & Accountability
- Coaching & Mentorship: Transition traditional supervision into an active coaching model. Conduct regular 1-on-1 development conversations, identify growth paths for high-potentials, and support team members in reaching their career goals.
- Empower the Frontline: Equip the team with the tools, training, and decision-making autonomy required to resolve guest requests and operational bottlenecks in real time.
- Inspire Accountability: Establish clear, measurable performance expectations for all departments. Celebrate exceptional performance and address gaps constructively through supportive, fair, and documented accountability processes.
- Financial & Operational Ownership: Partner with the General Manager to co-author operational strategies and budgets. Empower department supervisors to take ownership of their respective labor costs, inventory, and expense goals.
Safety, Compliance & Risk Management
- Secure Environment: Coach the team on proactive safety behaviors, ensuring compliance with federal, state, and local laws regarding health, safety, and alcohol service.
- Asset Protection: Lead a culture of stewardship, ensuring preventative maintenance and housekeeping inspection programs are consistently executed to protect the property's physical assets.
Specific Job Knowledge, Skills, and Abilities
- Inspiring Leadership: Proven ability to motivate, coach, and build high-performing, accountable teams.
- Emotional Intelligence: Exceptional interpersonal and communication skills, with a natural ability to connect authentically with guests and staff from diverse backgrounds.
- Advanced Problem Solving: A proactive mindset geared toward anticipating guest needs and solving operational challenges creatively.
- Hospitality Savvy: Deep understanding of hotel operations (Front Office, F&B, Housekeeping, Revenue Management) with a track record of driving guest satisfaction metrics.
- Business Acumen: Ability to analyze financial data, manage budgets, and balance high-touch hospitality with cost-effective operations.
- Adaptability: Highly organized and detail-oriented, with the agility to multi-task in a fast-paced environment and work a flexible schedule (including nights, weekends, and holidays).
Work Environment / Physical Demands
- Most work tasks are performed indoors under controlled environmental systems.
- Requires the ability to push, pull, lift, or carry up to 25 lbs.
- Requires continuous walking, standing, and moving about the property to engage with staff and guests.
- Continuous talking and active listening are required to effectively communicate with guests and team members.
Education and Experience
- Bachelor’s degree in Hotel Administration, Business Administration, or equivalent experience.
- Progressive leadership experience in hotel operations, with a demonstrated history of developing people and improving guest satisfaction scores.
Licenses or Certificates
- Ability to obtain and/or maintain any government-required licenses, certificates, or permits.
- Valid driver’s license and acceptable driving history.
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- Employee discount
- Paid time off
Work Location: In person
