Assistant General Manager

AKA UNIVERSITY CITY ASSISTANT GENERAL MANAGER

AKA Hotels Hotel Residences, United States (On-site)

AKA Hotels Hotel Residences is part of Korman Communities, a family owned and operated company. We consider our Team Members our most important asset. With over 100 years of history and experience, we are always looking for Team Members ready to join our family.

POSITION OVERVIEW

The Assistant General Manager (AGM) is a key operational leader responsible for driving service excellence, financial performance, team engagement, and operational execution across the property. This role partners closely with the Managing Director / General Manager to ensure seamless day-to-day operations while upholding AKA’s luxury service standards and Korman culture.

The AGM provides strategic oversight of Guest Services, Housekeeping, Maintenance / Engineering, Food and Beverage where applicable, apartment residence operations, Level28 / amenity operations where applicable, and payroll support. The role ensures exceptional guest, resident, and member experiences, disciplined financial management, and a high-performing team culture.

KEY RESPONSIBILITIES

Operations & Guest / Resident Experience

• Champion a culture of exceptional service, ensuring all guest, resident, member, and team member interactions reflect AKA brand standards and Korman values.
• Oversee and support all aspects of hotel and apartment operations as they relate to cleanliness, service, mechanical functionality, readiness, and overall experience.
• Monitor daily operations, including arrivals, departures, move-ins, move-outs, in-house activity, and resident needs, ensuring accuracy, consistency, and proactive follow-through.
• Resolve guest and resident concerns, service recovery matters, billing discrepancies, credit card disputes, noise disturbances, and other operational issues with professionalism, urgency, and ownership.
• Maintain strong knowledge of the surrounding neighborhood, including restaurants, retail, arts, cultural activities, transportation, and local services to support elevated engagement.
• Ensure the operational team is prepared to support sales, leadership, ownership, and stakeholder tours of model suites, vacant apartments, hotel inventory, amenities, and public areas.

Apartment Residence Operations & Leasing Support

• Oversee and delegate operational tasks related to apartment turnovers, ensuring move-in and move-out checklists are completed, apartment readiness is verified, and communication is clear across departments.
• Ensure the apartment turn process is completed thoroughly, including housekeeping, maintenance, inspection, key control, resident documentation, and readiness for leasing or occupancy.
• Collaborate with Leasing on site tours, apartment preparation, resident move-ins, lease term support, and resident experience needs.
• Support sales-related inquiries for serviced residence and apartment residence leads, including product knowledge, lead qualification, and handoff to Sales or Leasing.
• Support resident matters including service needs, early lease terminations, delinquent rents, access coordination, and escalated resident concerns in partnership with leadership and appropriate corporate teams.
• Audit and communicate resident additional charges monthly, ensuring accuracy, documentation, and timely coordination with the accounting team.

Level28, Amenity & Event Operations

• Provide direct operational support and oversight of Level28 and related amenity spaces, ensuring cleanliness, presentation, service delivery, inventory controls, vendor partnerships, and member / resident experience are maintained at the highest level.
• Directly support the Level28 Supervisor and ensure daily operating standards, staffing, programming, bar program, and amenity floor execution are aligned with brand expectations.
• Oversee club lounge operations, memberships, programming, and external client / internal resident events where applicable.
• Support private events and rentals in a.lounge, ensuring operational readiness, service execution, post-event follow-up, and appropriate communication with internal stakeholders.

Leadership & Team Management

• Lead, coach, and develop department leaders and team members across Guest Services, Housekeeping, Maintenance / Engineering, Level28, and other operational departments as assigned.
• Oversee recruitment, onboarding, orientation, training, scheduling, coaching, counseling, performance management, and disciplinary efforts in alignment with company policy.
• Communicate clear role expectations, monitor performance, review contributions, and hold teams accountable for service, operational, financial, and safety standards.
• Promote teamwork, resolve conflict, develop talent, and foster a collaborative, accountable, and service-driven work environment.

Financial Management & Administrative Oversight

• Support achievement of financial objectives through effective labor management, yield management support, forecasting, scheduling discipline, and expense controls.
• Assist in preparation, execution, and ongoing management of the annual operating budget, including review of variances and implementation of corrective actions.
• Manage departments within budget guidelines, including operational expenses, labor expenses, inventories, and controllable costs.
• Oversee property payroll processes, including use of UKG / Dayforce or applicable payroll systems, ensuring accuracy, compliance, and timely submission.
• Assists in solving guest and resident concerns/billing errors/credit card disputes, and financial oversight of the residential side and directly supporting the Accounting Coordinator.
• Support AP processes, including invoice review, coding, vendor follow-up, and timely payment execution in accordance with company policies.
• Support AR functions, ensuring timely billing, collections, dispute resolution, and outstanding balance follow-up to optimize cash flow.
• Partner closely with corporate Finance and Accounting on month-end close, forecast updates, variance reporting, audit readiness, and compliance with internal controls.
• Cross trained on weekly commission processing to support as needed and other administrative / financial reporting requirements as assigned.

Compliance, Risk & Safety

• Ensure all departments operate in compliance with company policies, legal regulations, safety standards, emergency procedures, and brand requirements.
• Promote a safe, secure, and healthy work environment for guests, residents, members, visitors, and team members.
• Maintain guest, resident and member privacy and confidentiality by protecting all personal, proprietary, and financial information.
• Ensure departments follow and enforce policies and procedures, including safety, security, key control, incident reporting, and emergency preparedness standards.

Cross-Functional Collaboration & Continuous Improvement

• Guide operational departments by researching, interpreting, and applying new or adapted policies and making recommendations to address operational issues.
• Partner with Sales, Leasing, Finance, HR, Revenue, Marketing, Risk, Legal, IT, and other corporate teams to align property execution with company objectives.
• Identify opportunities to enhance operational performance, financial discipline, service delivery, guest, resident and member satisfaction, and loyalty.
• Stay current through educational opportunities, professional publications, personal networks, and industry best practices.
• Enhance the property’s reputation by accepting ownership for new and different requests and identifying opportunities to add value to the role and business.
• Perform other duties as assigned.

CORE COMPETENCIES

• Strong leadership, people management, coaching, and conflict resolution skills
• Exceptional guest, resident, and member service orientation
• Strong problem-solving, decision-making, and follow-through skills
• Financial acumen with proven operational discipline
• Ability to manage budgets, analyze variances, and identify corrective actions
• Effective verbal and written communication skills
• High level of professionalism, executive presence, and polished personal presentation
• Detail-oriented with strong organizational and prioritization skills
• Ability to manage multiple priorities in a fast-paced, high-touch environment
• Self-motivated, proactive, solutions-oriented, and committed to excellence
• Ability to build rapport with residents, clients, team members, and leadership while maintaining strong working relationships

QUALIFICATIONS

• Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred; equivalent experience considered
• Minimum of 3 years of progressive hotel, serviced residence, apartment residence, or luxury hospitality operations leadership experience
• Proficiency in property management, payroll, and operating systems, such as Opera Cloud, Yardi, UKG / Dayforce, or equivalent platforms
• Ability to be flexible with work schedule, including nights, weekends, and holidays as required
• Meticulous attention to detail and ability to lift up to 50 lbs. as needed
• Ability to sit, stand, bend, stretch, lift items, and move intermittently during working hours

ADDITIONAL EXPECTATIONS

• Demonstrate willingness to accept the most effective role based on business needs.
• Function as a representative of Korman culture and standards to all team members, guests, residents, members, and business partners.
• Maintain regular attendance in compliance with company standards.
• Approach all encounters in a friendly, service-oriented, calm, and professional manner.
• Demonstrate a commitment to quality, continuous improvement, and products / services of the highest caliber.
• Take a comprehensive approach to analysis, planning, execution, and follow-through.
• Uphold the values, reputation, and confidentiality standards of AKA Hotels Hotel Residences.

AKA offers a comprehensive benefits package including, Medical, Dental, 401K with company match, supplemental insurance.