What are the responsibilities and job description for the Assistant General Manager position at Croft Hospitality?
Key Responsibilities
- Lead daily hotel operations with a hands-on approach, ensuring alignment with brand standards and delivering consistent, high-quality guest experience.
- Collaborate closely with department heads to uphold operational excellence across bellman, housekeeping, maintenance, front desk, and food & beverage services.
- Monitor and enhance service delivery by maintaining high attention to detail in cleanliness, convenience, care, maintenance, and guest interactions.
- Serve as a visible leader on the floor, actively engaging guests to assess satisfaction and immediately resolve concerns with empathy and professionalism.
- Champion a culture of accountability, teamwork, and hospitality by coaching, mentoring, and developing team members to achieve their best performance and unreasonable hospitality.
- Review daily reports, performance metrics, and guest feedback to drive continuous improvement and operational efficiency.
- Manage labor and expenses to meet budgetary goals while ensuring adequate staffing to support peak demand and service delivery.
- Enforce safety and compliance protocols and proactively address facility or service issues before they impact guests.
- Oversee training programs that reinforce attention to detail, guest personalization, and proactive service recovery.
- Adhere to Hilton Brand Standards.
Qualifications
- Verifiable success in hotel operations with a progression in roles and responsibilities.
- Proven ability to manage cross-functional teams and uphold a standard of operational precision and guest-centered service.
- Strong interpersonal, decision-making, and conflict resolution skills.
- Financial acumen with experience in forecasting, payroll control, and departmental budgeting.
- Proficiency with Hilton branded properties or PEP reservation systems a plus but not required.
- 2 or more years of management experience in a hotel environment.
