Assistant General Manager

Position Summary

The Resort Assistant General Manager (AGM) supports the General Manager in the overall leadership and operation of the resort, ensuring exceptional guest experiences, strong financial performance, and a positive, high‑performing team culture. This role provides day‑to‑day operational oversight across departments, drives service excellence, and ensures compliance with brand standards, safety requirements, and company policies.

The AGM acts as the GM’s primary partner and may assume full operational responsibility in the GM’s absence.

Key Responsibilities

Operations & Guest Experience

• Oversee daily resort operations to ensure consistent, high‑quality guest experiences.


• Maintain visible leadership on property; engage with guests and resolve service concerns promptly and professionally.


• Ensure departmental alignment with brand standards, SOPs, and service culture.


• Collaborate with department heads to optimize staffing, scheduling, and workflow efficiency.

Leadership & Team Development

• Lead, coach, and support department heads and supervisors.


• Foster a culture of accountability, teamwork, inclusion, and continuous improvement.


• Support recruiting, onboarding, training, performance management, and succession planning.


• Address employee relations matters in partnership with Human Resources.

Financial & Business Performance

• Assist with budgeting, forecasting, and financial performance management.


• Monitor labor costs, productivity, and operating expenses.


• Analyze reports and KPIs to identify trends, risks, and opportunities.


• Support revenue‑driving initiatives and upselling strategies across departments.

Safety, Security & Compliance

• Ensure compliance with all local, state, and federal regulations.


• Promote a strong culture of workplace safety and risk management.


• Oversee emergency preparedness, incident response, and loss‑prevention efforts.


• Ensure proper handling of guest data, cash controls, and asset protection.

Collaboration & Communication

• Serve as a key liaison between departments to ensure seamless operations.


• Communicate clearly and consistently with leadership, team members, and ownership.


• Support special events, group business, and seasonal programming.

Scope of Oversight

• Rooms Division (Front Office, Housekeeping)


• Engineering & Facilities


• Adventure Center / Recreation


• Spa & Wellness


• Retail / Activities


• Security & Safety

Qualifications

Experience

• 5–8 years of progressive hospitality management experience in a resort or luxury hotel environment.


• Prior experience as an Assistant General Manager, Director of Operations, or Department Head preferred.


• Demonstrated success leading multi‑department teams.

Education

• Bachelor’s degree in Hospitality Management, Business, or related field preferred; equivalent experience considered.

Skills & Competencies

• Strong leadership, coaching, and conflict‑resolution skills.


• Excellent financial acumen and operational knowledge.


• Guest‑focused mindset with a passion for service excellence.


• Ability to thrive in a fast‑paced, seasonal, and high‑expectation environment.


• Proficient in property management systems (PMS), workforce management, and reporting tools.

Work Environment & Schedule

• Full‑time, exempt position.


• Flexible schedule including evenings, weekends, and holidays as required.


• Active, on‑property role requiring standing, walking, and occasional lifting.

Physical & Other Requirements

• Ability to stand and walk for extended periods.


• Ability to lift up to 25 lbs occasionally.


• Valid driver’s license (if applicable to property operations).

Benefits include but are not limited to: Medical, Dental, Vision, Short and Long-term Disability, 401K, Holiday, Sick and PTO time off.