Hotel Assistant General Manager

Role Overview

The Assistant General Manager is the General Manager's second-in-command and shares responsibility for the day-to-day performance of a Fine Hospitality Group hotel. The AGM keeps every department running smoothly, builds a team that takes pride in serving guests, and helps the hotel hit its revenue and guest-satisfaction targets. When the General Manager is off property, the AGM steps in and leads the hotel.

What You'll DoHotel Operations

• Partner with the General Manager to run all departments and keep the hotel profitable, well-kept and guest-focused.
• Take full charge of the hotel whenever the General Manager is unavailable.
• Cover Manager on Duty shifts and complete all assigned shift checklists.
• Tour the building several times a day, note what's working and what isn't, and follow up with the right team members.
• Join the General Manager on daily guestroom inspections.
• Complete quality assurance checks and all required food-safety audits to brand standards.
• Maintain a secure key control program.
• Run occasional hotel errands, which may include driving.

Team Leadership and Development

• Plan, schedule and assign work, then review it for quality and completeness.
• Build staffing schedules around forecasted occupancy so the hotel is neither over- nor under-staffed.
• Make sure new hires get a complete, on-time orientation; train new and newly promoted team members.
• Lead or help lead staff meetings, and set up cross-training so team members can cover more than one role.
• Help the General Manager coach team members and address performance concerns.
• Coach supervisors on what their teams need and how to communicate with and motivate them.
• Set clear expectations, share goals and results, and recognize strong work regularly.
• Help team members finish their daily workload, and encourage them to solve guest and coworker issues on their own.
• Model the energy, confidence and positive attitude you expect from others.

Guest Experience

• Know the brand's service culture inside and out and make it part of daily work.
• Stay visible and approachable to guests, and treat every guest with professionalism and courtesy.
• Jump in to help or answer questions anywhere in the hotel.
• Resolve guest complaints quickly and calmly, finding alternatives when the first fix doesn't work.
• Walk the team through guest feedback scores, build action plans to improve weak spots, and reinforce strengths.

Revenue, Sales and Marketing

• Support or lead revenue management so the hotel meets its occupancy and Average Daily Rate (ADR) goals.
• Help shape and share pricing and selling strategies using brand inventory tools, revenue management system reports and forecasts.
• Review those reports each week with the General Manager and sales team.
• Connect with guests during breakfast and evening receptions to uncover new and repeat business.
• Support sales and marketing efforts and represent the hotel in local community and civic organizations.

Finance and Administration

• Help prepare the annual operating budget and capital improvement plan.
• Support accounting tasks such as payables, receivables, petty cash, payroll and purchasing.
• Help set department goals, policies, procedures and priorities.
• Follow all brand, franchise and Fine Hospitality Group standards and operating procedures.
• Supervise in line with Fine Hospitality Group policy and all federal and state employment laws.

Safety and Security

• Lead or support safety training so team members understand health and safety rules, use personal protective equipment (PPE) properly, and follow Safety Data Sheet (SDS) and OSHA requirements.
• Know the hotel's emergency systems and procedures, including utility and water shutoffs and the fire alarm panel.
• Report suspicious activity, threats, injuries or crimes right away to the General Manager, the authorities when needed, and Fine Hospitality Group.

Other related duties may be assigned.

Supervisory Scope

The AGM directs department supervisors and front-line staff day to day, and oversees every position on property when the General Manager is away.

What You BringEducation and Experience

• A degree in hospitality management, business or marketing is a plus.
• At least 6 to 12 months of hotel or management experience is preferred.
• A comparable mix of schooling and hands-on experience will also be considered.

Skills and Strengths

• Solid knowledge of hotel operations, or the ability to pick it up quickly.
• Proven ability to supervise, motivate and work alongside team members at every level.
• Warm, polished guest-relations skills and patience with guests, owners, vendors and anyone doing business with Fine Hospitality Group and its properties.
• Clear, professional communication in person, in writing, on the phone and in presentations.
• Strong problem-solving, negotiation and strategic-thinking skills.
• Excellent organization and time management; able to juggle priorities and adjust schedules on the fly.
• Working knowledge of P&L statements, revenue drivers and room inventory management.
• Comfortable with computers and able to learn the hotel's property management, accounting and point-of-sale systems.
• Discretion with confidential information about the hotel, its owners, guests and staff.
• Self-motivated and able to work independently with minimal direction.
• Thrives in a fast-paced, high-energy setting and follows safety practices at all times.

Additional RequirementsSchedule and Availability

• Hotels run 24 hours a day, 7 days a week. You must be available for nights, weekends, holidays, overtime and on-call coverage as business needs change, including shifts outside your usual schedule.
• Reliable, on-time attendance is essential.
• Occasional overnight travel may be required.

Driving

• A current, valid driver's license.
• No DWI/DUI on your driving record in the last five years.
• No major moving violations in the last three years.

Certifications and Conduct

• CPR and First Aid certification, or willingness to earn it.
• Meet uniform, grooming and professional conduct standards.
• Attend all required trainings and meetings.
• Follow the Employee Handbook and all property and Fine Hospitality Group policies.

Physical Requirements and Work Environment

The items below describe the physical demands typically needed to do this job. Reasonable accommodations are available for qualified individuals with disabilities.

• Stand, walk and reach throughout the shift; sit for desk work at other times.
• Use hands to operate equipment and controls; speak and listen clearly with guests and staff.
• Lift or move items weighing up to 25 pounds on a frequent basis.
• See clearly up close and adjust focus.
• Work in a setting where noise is generally low to moderate.

Equipment used: computer and hotel software, phone, copier/printer/fax, point-of-sale terminal and commercial coffee equipment.

Hiring Process

Candidates may be asked to complete an application, a review of education and experience, one or more interviews, reference and background checks, and job-related assessments.

This description summarizes the main duties of the role and is not a complete list; other tasks may be assigned. It is not an employment contract, and Fine Hospitality Group may update it at any time as business needs change.