Assistant General Manager
Operational Leadership • Financial Control • Brand Performance
POSITION OVERVIEW
The Assistant General Manager (AGM) serves as the primary operational engine and strategic partner to the General Manager, driving day-to-day operational execution, labor efficiency, and brand performance. Designed for high-velocity hotel environments, the AGM bridges long-term financial strategy with flawless front-line service delivery, enforcing compliance with IHG Brand Standards while aggressively managing costs and driving
market yield.
CORE IMPACT AREAS & RESPONSIBILITIES
1. Operational Execution & Brand Mastery
- Cross-Departmental Oversight: Direct daily operations across Front Office, Housekeeping, Maintenance, and Food & Beverage to eliminate operational bottlenecks and optimize throughout.
- Quality & Brand Compliance: Audit operations continuously to ensure 100% compliance with IHG Quality Evaluations (QE), regulatory mandates, and IHG Way of Clean standards.
- Workflow Infrastructure: Leverage property PMS platforms to optimize maintenance ticketing
lifecycles, inspect room turnaround times, and uphold asset protection standards.
2. Yield-Focused Financial & Labor Control
- Dynamic Labor Management: Align hourly labor scheduling directly against dynamic occupancy trends and arrival/departure curves to achieve strict labor budget targets without compromising guest experience.
- Operating Expense Optimization: Oversee departmental supply chain, procurement, and inventory controls to eliminate waste and maximize gross operating profit (GOP) margins.
- Revenue Alignment: Partner with Revenue Management to enforce rate strategies, maintain ADR integrity, and drive property RevPAR market penetration.
3. Performance-Driven Guest Experience
- IHG Ownership: Monitor and analyze daily IHG guest feedback metrics, rapidly identifying
operational defects and executing targeted root-cause corrective plans.
- Service Recovery Leadership: Act as the primary escalation point for complex guest challenges, empowering teams with high-impact service recovery strategies that convert at-risk reviews into repeat brand loyalty.
4. High-Performance Team Leadership & Compliance
- Talent Pipeline & Retention: Spearhead targeted recruitment, structured onboarding, and aggressive ongoing training programs to build high-performing, resilient operational teams.
- HR & Risk Compliance: Maintain rigid alignment with corporate HR policies, federal/state employment laws, workplace safety regulations, and risk prevention protocols.
CANDIDATE PROFILE & COMPETENCY MATRIX
PREFERRED REQUIREMENT AREA / PROFESSIONAL STANDARD
Leadership Experience
3+ years of progressive leadership within full-service or select-service hotel operations
(IHG portfolio experience strongly preferred).
Financial Acumen
Demonstrated mastery of labor forecasting, operational budget management, inventory
control, and operational P&L reviews.
System Technicality
Advanced proficiency with IHG operational platforms.
Education & Credentials
Bachelor’s Degree in Hotel Administration, Business Management, or equivalent real-
world leadership track record.
KEY PERFORMANCE INDICATORS (KPIS)
METRIC CATEGORY / OPERATIONAL TARGET
Financial & Labor Efficiency
Consistently achieve or outperform monthly gross operating profit targets and labor allocation percentages.
IHG HeartBeat Performance
Sustain Overall Satisfaction and Guest Loyalty metrics in the upper quartile of the IHG brand benchmark.
Brand Evaluation & Audits
Achieve top-tier performance scores on all unannounced IHG Quality Evaluations and safety inspections.
At Pulse Hospitality, we bring energy, innovation, and excellence to hotel management, curating a diverse portfolio of distinctive properties that offer unforgettable guest experiences. Our passion for exceptional hospitality drives us to exceed expectations at every turn, creating moments that become cherished memories. But what truly sets us apart? Our people. We believe that the heart of every remarkable stay is a dedicated team committed to delivering warmth, service, and excellence. Experience the Pulse difference—where hospitality meets heart.
