Assistant Manager Job Description
Gateway Inn
Position Title: Assistant Hotel Manager
Reports To: Operations Manager
Employment Status: Full-Time
Schedule: Flexible schedule including weekends, holidays, evenings, and occasional on-call responsibilities
Position Summary
The Assistant Hotel Manager supports the daily operation of the hotel and works closely with management and ownership to provide excellent guest service, maintain property standards, supervise employees, and ensure smooth day-to-day operations.
Because this is a small, privately owned hotel, the Assistant Manager is expected to be hands-on, flexible, dependable, and willing to assist in multiple departments when needed. This position serves as the manager on duty when senior management is unavailable and helps ensure that guests and employees receive prompt, professional support.
Essential Duties and ResponsibilitiesFront Desk & Guest Services
- Assist with daily front desk operations, including check-ins, check-outs, reservations, cancellations, and guest requests.
- Provide friendly, professional, and efficient customer service.
- Respond to guest questions, concerns, and complaints and work toward appropriate resolutions.
- Handle difficult guest situations professionally and involve senior management when necessary.
- Answer phones, respond to emails, and assist with reservation inquiries.
- Verify room availability, rates, special requests, and reservation information.
- Assist with cash handling, credit card transactions, deposits, refunds, and front desk reconciliation.
- Ensure front desk procedures and hotel policies are followed consistently.
- Monitor arrivals, departures, room status, and special guest needs.
Staff Supervision
- Provide day-to-day direction and support to front desk and other hotel employees.
- Assist with training new employees and reinforcing hotel procedures and service standards.
- Help prepare and adjust employee schedules based on occupancy and staffing needs.
- Assist with finding coverage for call-outs and unexpected staffing shortages.
- Communicate management expectations clearly and professionally.
- Address minor employee concerns and performance issues and report significant concerns to senior management.
- Help promote teamwork, accountability, professionalism, and a positive work environment.
Housekeeping & Property Operations
- Communicate with housekeeping regarding room status, early arrivals, late departures, stayovers, and priority rooms.
- Inspect guest rooms and common areas when needed to ensure cleanliness and presentation standards.
- Help coordinate room maintenance issues with housekeeping and maintenance staff.
- Assist housekeeping, laundry, or other departments during high-occupancy periods or staffing shortages when necessary.
- Monitor the condition and appearance of the lobby, hallways, entrances, parking areas, and other guest spaces.
- Report maintenance, safety, or property concerns promptly.
Reservations & Revenue
- Assist with managing reservations and room inventory.
- Understand hotel room types, rates, packages, policies, and promotions.
- Monitor occupancy and availability and communicate unusual booking situations to management.
- Help ensure reservations are entered accurately and guest requests are properly documented.
- Assist with group reservations, special events, and room blocks when applicable.
- Follow management direction regarding rates, discounts, upgrades, and complimentary rooms.
Administrative Responsibilities
- Complete daily reports, shift notes, incident reports, and other required documentation.
- Review front desk activity and communicate important information between shifts and departments.
- Weekly inventory tracking and ordering of front desk, guest, housekeeping, and operational supplies.
- Help maintain organized records and files.
- Assist management with invoices, employee paperwork, purchasing, and other administrative duties as assigned.
- Maintain confidentiality regarding employee, guest, financial, and business information.
Manager-on-Duty Responsibilities
When acting as Manager on Duty, the Assistant Manager is responsible for:
- Making reasonable operational decisions in the absence of senior management.
- Responding to guest complaints and service recovery situations.
- Assisting employees with questions or unexpected situations.
- Responding to emergencies, disturbances, maintenance problems, and safety concerns.
- Documenting significant incidents and notifying management or ownership when appropriate.
- Ensuring hotel policies and procedures are followed.
- Maintaining professional communication with guests and employees.
Safety & Security
- Follow hotel emergency and safety procedures.
- Assist with responding to fire alarms, power outages, severe weather, medical emergencies, and other unexpected situations.
- Monitor guest and employee safety and report suspicious activity.
- Understand procedures regarding room keys, guest privacy, lost and found, and property access.
- Complete incident reports accurately and promptly when required.
Required Qualifications
- Previous hotel, hospitality, customer service, or supervisory experience preferred.
- Strong customer service and communication skills.
- Ability to supervise and support employees professionally.
- Ability to handle guest complaints and stressful situations calmly.
- Strong organizational and problem-solving skills.
- Comfortable working independently and making appropriate decisions.
- Basic computer and reservation-system skills.
- Ability to handle confidential information appropriately.
- Dependable attendance and reliable transportation.
- Ability to work weekends, holidays, evenings, and varying shifts as business needs require.
Preferred Qualifications
- Previous front desk or hotel management experience.
- Experience with hotel property-management or reservation software.
- Experience supervising and training employees.
- Experience with housekeeping operations and room inspections.
- Basic knowledge of hotel maintenance and safety procedures.
- Familiarity with small or independently owned hotel operations.
Physical Requirements
The employee may be required to:
- Stand or walk for extended periods.
- Frequently use stairs.
- Bend, reach, push, pull, and carry supplies.
- Lift approximately 25–40 pounds as needed.
- Assist with moving supplies, linens, luggage, or other hotel items.
- Work indoors and outdoors depending on operational needs and weather conditions.
Expectations for a Small Privately Owned Hotel
Working at a small privately owned hotel requires flexibility and teamwork. The Assistant Manager may occasionally perform duties outside the traditional management role when necessary to keep the hotel operating effectively.
The successful Assistant Manager should be willing to step in wherever needed, whether that means assisting a guest, helping the front desk during a rush, checking rooms, helping housekeeping, handling a maintenance concern, covering an employee call-out, or responding to an after-hours situation.
The Assistant Manager is expected to treat the hotel as if it were their own business by protecting the property, controlling unnecessary expenses, taking care of guests, supporting employees, and promptly communicating problems to management or ownership.
Professional Standards
The Assistant Manager is expected to:
- Lead by example.
- Arrive on time and prepared for scheduled shifts.
- Maintain a professional appearance and attitude.
- Treat guests, coworkers, vendors, management, and owners respectfully.
- Avoid discussing confidential hotel or employee matters with unauthorized individuals.
- Follow hotel policies and management direction.
- Take ownership of problems and work toward reasonable solutions.
- Communicate important information promptly.
- Maintain appropriate professional boundaries with employees and guests.
- Represent the hotel positively both on and off duty when acting on behalf of the property.
Performance Expectations
Successful performance in this position includes:
- Positive guest experiences and professional complaint resolution.
- Accurate reservations and front desk transactions.
- Clean, presentable, and properly maintained guest areas.
- Effective communication between departments and shifts.
- Dependable staffing and appropriate response to call-outs.
- Proper documentation of incidents and operational concerns.
- Responsible handling of hotel money, supplies, keys, and property.
- Consistent enforcement of hotel policies.
- Strong teamwork and willingness to assist wherever needed.
Other Duties
This job description is intended to describe the general nature and responsibilities of the position. Because the needs of a small hotel can change from day to day, the Assistant Manager may be asked to perform other reasonable duties as assigned by management or ownership.
Pay: $22.00 - $26.00 per hour
Benefits:
- Employee discount
- Flexible schedule
- Paid time off
Work Location: In person
