Job Description

The Assistant General Manager (AGM) is responsible for maximizing hotel operations, including guest and employee satisfaction, financial performance, sales and revenue generation, and delivering a return on investment to ownership. The AGM will oversee and model efficient and courteous service throughout the hotel, in accordance with company standards, while maximizing revenue. This role involves close coordination with various departments to ensure smooth operations and a positive guest experience. Essential functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Direct and coordinate activities across the front desk, housekeeping, reservations, guest service, security, and maintenance departments. Maximize Average Daily Rate (ADR) and occupancy levels. Collaborate with Sales and Operations departments to align strategies and optimize performance. Motivate, coach, and train department leaders to enhance service quality and operational efficiency. Understand financial statements and budgets, including staffing guidelines and cost controls. Implement cost-saving strategies while maintaining service standards. Guide, develop, and/or implement policies, procedures, and systems to improve business operations. Ensure that all team members, especially Front Desk Associates, understand and anticipate guest expectations. Empower associates to satisfy guests and make decisions that enhance the guest experience. Actively solicit feedback from guests to continuously improve service. Ensure that guest complaints are promptly addressed and resolved. Ensure that associates maintain a professional appearance and a welcoming demeanor. Review incoming reservations, pre-block rooms with special requests, and coordinate with appropriate staff members. Oversee the VIP program and ensure its proper execution. Manage cash, checks, and credit card transactions, ensuring accuracy and compliance with company policies. Prepare and manage the team schedule, and reconcile room discrepancies with the Executive Housekeeper. Complete weekly and monthly reports as required. Attend required meetings and maintain effective communication with all departments. Manage all aspects of the safety program, including training, reporting, and incentives. Ensure compliance with local, state, and federal safety regulations. Properly handle and account for keys, and be knowledgeable of emergency procedures and security concerns. Consistently communicate performance standards to staff and build teamwork. Conduct departmental meetings and maintain a cooperative work environment. Assist in recruiting, training, and evaluating new associates. Provide ongoing coaching and support to team members, fostering a positive and productive work environment. Maintain strict adherence to safety and security protocols, including the proper handling of keys, lost and found items, and emergency procedures. Participate in daily hotel operations meetings and contribute to the overall hotel strategy. Perform additional duties as assigned by the General Manager, supporting the overall success of hotel operations. Qualifications: Education: High school diploma or equivalent required; further education in hospitality or related fields preferred. Strong understanding of budget management, cost controls, and financial statements. Excellent verbal and written communication skills. Ability to maintain a professional and welcoming demeanor in all guest interactions. Knowledge of the local area, hotel services, and facilities. Ability to work a flexible schedule, including evenings, weekends, and holidays. This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future.

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