Assistant General Manager

The Assistant General Manager (AGM) is the GM’s business partner and second-in-command—owning daily operations, guest experience, team performance, and financial results. You’ll lead cross-functional departments (Front Office, Housekeeping, F&B, Engineering in partnership with department heads), act as Manager-on-Duty, and drive standards, labor/cost control, and continuous improvement. In the GM’s absence, you serve as acting General Manager.

Key Responsibilities

Guest Experience & Brand Quality

• Be floor-present during peak periods; resolve escalations with urgency and empathy.

• Achieve/exceed guest satisfaction, online reputation, and brand QA targets; ensure swift service recovery.

Operations Leadership

• Oversee day-to-day execution of SOPs across Rooms, Housekeeping, F&B, and Engineering.

• Coordinate room readiness (OOO/OOI), cleanliness, maintenance, safety, and ambiance standards.

• Run daily stand-ups and weekly ops reviews with clear follow-through.

Financial & Commercial

• Partner with GM/Finance on P&L, budgeting, forecasting, labor scheduling, and controllables.

• Support Revenue Management on pricing/inventory tactics, upsell programs, and need-period actions.

• Monitor KPIs (RevPAR, ADR, occupancy, flow-through, check averages) and implement corrective plans.

People & Culture

• Recruit, onboard, schedule, and develop supervisors and associates; conduct huddles, 1:1s, and reviews.

• Foster an inclusive, recognition-rich, safety-first culture; address performance issues consistently.

Compliance, Risk & Safety

• Uphold PCI, ADA, OSHA, food safety (ServSafe), responsible alcohol service (TIPS), life-safety, and brand standards.

• Lead incident response, investigations, and documentation; maintain audit-ready logs and permits.

Projects & Continuous Improvement

• Execute openings/renovations/CapEx tasks, deep cleans, and seasonal programs; manage vendors and SLAs.

• Standardize workflows; eliminate defects and reduce waste through data-driven improvements.

Systems & Reporting

• Ensure effective use of PMS (e.g., Opera/Cloud PMS), POS, RMS/CRS, CMMS (e.g., HotSOS/Quore), and HRIS/payroll.

• Deliver accurate daily/weekly/monthly reports and action registers to GM/ownership.

Manager-on-Duty (MOD)

• Serve as MOD per schedule, including nights/weekends/holidays; ensure coverage, communication, and rapid decisions.

Benefits We Offer:

• Competitive Salary: A comprehensive and competitive compensation package.
• Performance Bonuses: Based on company and individual performance.
• Health Benefits: Full medical, dental, and vision coverage.
• Retirement Savings: 401(k) plan with company match to help secure your financial future.
• Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.
• Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.
• Employee Discounts: Discounts on hotel stays and services across PHM properties.
• Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.
• Flexible Work Environment: Options for flexible scheduling and work arrangements to promote work-life balance.

Performance Hospitality Management (PHM) is an Equal Opportunity Employer (EEO):

PHM is committed to diversity, equity, and inclusion in the workplace. We provide equal employment opportunities to all qualified individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age. We embrace diversity and are committed to creating an inclusive environment for all employees.

• 3–5 years progressive hotel leadership with 1–2 years as department head or operations manager (lifestyle/resort experience a plus).

• Proven results improving guest satisfaction, labor/cost control, and operational KPIs.

• Strong coaching, conflict resolution, and cross-department coordination; clear written and verbal communication.

• Proficient with hotel systems: PMS/POS/RMS, CMMS, and Microsoft 365/Google Workspace.

• Bachelor’s degree in Hospitality/Business preferred; ServSafe/TIPS and CPO a plus (or willingness to obtain).

• Flexible schedule based on business needs.

Physical Requirements

• Frequent standing/walking; occasional lifting/pushing/pulling up to 30 lbs; ability to work varied hours, including weekends/holidays.