What are the responsibilities and job description for the Assistant General Manager position at J&P Hospitality Management, LLC?
Job Description
Job Title: Assistant General Manager
Reports to: General Manager
FLSA Status: Non-Exempt
Location: On-Site
Direct Reports: None
Department: Property Operations
JOB SUMMARY:
The Assistant General Manager (AGM) supports the General Manager in overseeing daily property operations, ensuring that guests have a positive experience and that all hotel standards are met. This is a hands-on role that may require stepping into any frontline position as needed. The AGM supervises staff, inspects rooms and public areas, monitors finances at the front desk, and ensures the safety, security, and organization of the property during their shift. When the General Manager is not on-site, the AGM is the acting lead for guest relations,
incident response, and team direction.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide daily supervision to guest front desk, housekeeping, custodial, and maintenance staff.
- Deliver excellent service by supporting check-ins, guest inquiries, and front desk operations.
- Inspect guest rooms and public areas to ensure quality, cleanliness, and readiness for occupancy.
- Monitor cash handling and deposit procedures at the front desk; ensure office is properly closed at shift end.
- Enforce all safety, cleanliness, and Master Key policies to protect guests, team members, and property.
- Serve as the lead contact for guest incidents, including police matters, guest removal, medical emergencies, fires, and natural disasters.
- Conduct property walks, review open service requests, and ensure all arriving guests are assigned rent-ready rooms.
- Coordinate with housekeeping and maintenance teams to address guest needs and room readiness.
- Support guest billing processes by verifying payment methods and ensuring charges align with the approved
- Interview job applicants and recommend candidates for hire.
- Assist with new hire paperwork, onboarding, and on-the-job training.
- Assign daily tasks, redirect team members when necessary, and reinforce the use of PPE and adherence to safety protocols.
- Provide daily updates to the General Manager and report any major issues requiring follow-up.
- Perform other job duties as assigned.
QUALIFICATIONS:
- High school diploma or equivalent required.
- At least 1 year of experience in hotel operations, hospitality, or customer service preferred.
- Supervisory experience strongly preferred.
- Ability to read, write, and communicate clearly in English. Bilingual in Spanish a plus.
- Basic math and computer skills required.
- Strong leadership, decision-making, and customer service skills.
- Must be legally authorized to work in the United States without current or future visa sponsorship.
- Employment is subject to E-Verify verification.
- Must be at least 18 years of age.
EXPECTATIONS:
- Maintain a professional appearance and deliver service in line with company values.
- Be punctual, dependable, and available to work scheduled shifts, including evenings, weekends, and holidays,
- Maintain a calm and professional approach to resolving conflict, guest complaints, and team concerns.
- Follow all safety and security procedures, including incident escalation and property walk-throughs.
- Maintain a positive working relationship with all departments to support smooth operations.
PHYSICAL REQUIREMENTS:
- Must be able to stand and walk for extended periods, including up and down stairs.
- Must be able to bend, kneel, stoop, and reach to perform inspections and assist with daily operations.
- Must be able to lift/move up to 25 pounds independently and up to 50 pounds with assistance.
- Must be able to use a computer, phone, and standard office equipment for extended periods.
- Must be able to detect odors such as smoke, gas, or strong cleaning products to help maintain a safe
- Must have vision abilities including close, distance, color, peripheral, and depth perception, as well as the ability
- May be exposed to cleaning chemicals, odors, dust, and varying indoor or outdoor weather conditions.
- Must be able to perform the essential job functions with or without reasonable accommodation.
ESSENTIAL FUNCTIONS OF THE JOB
At all times when the General Manager is not present, the Assistant General Manager is responsible for communicating with all current and prospective guests and resolves all guest complaints. The AGM is required to monitor all finances at the front desk and assure cash drops and deposits are accurate and made timely. They close the office each assigned shift and closely follow cash and closing procedures.
They are responsible to handle all guest incidents when on duty; specifically police activity, removal of guests, emergency medical care, fire and natural disasters.
They check-in guests and act as point of contact for guest questions. The job includes ensuring guests are efficiently checked in and out, and assures every guest is checked into a rent ready room. Strictly enforces the Master Key policy.
At the beginning of each shift, they meet with the general manager identify any issues that need to be resolved, and conduct a property walk. Throughout the shift they are responsible for the protection of property and persons at the hotel.
Each AGM is responsible to open room status reports, complete welcome calls, review service requests for arrivals and answering guests' questions at the start of their shift. They verify guest credit, and establish how the guest will pay for the accommodation, including handling credit applications with the home office.
They coordinate with housekeeping or maintenance staff when guests report problems. They have the authority to call another employee to report to work to deal with an immediate guest challenge.
They provide daily supervision to other staff, train and redirect them when needed. They plan the work and apportion work among employees on a daily basis. They make sure employees always wear PPE and follow safety rules.
They interview applicants, and recommend for hire those they deem qualified. When needed they can conduct second interviews, complete new hire paperwork, and direct the orientation and training of new employees.