Asst General Manager

Position Summary

The Assistant General Manager (AGM) serves as the on-site operational leader of the hotel and is fully responsible for the daily execution of all departments in the absence of the General Manager. The AGM ensures that all shifts are properly staffed, operational standards are consistently met, and the hotel operates in a safe, profitable, and guest-focused manner.

This position requires hands-on leadership across all departments while maintaining accountability for guest service, revenue performance, labor productivity, compliance, and brand standards.

The AGM models professional leadership behaviors, drives operational excellence, and ensures consistent execution of company and brand standards.

Core Responsibilities

1. Operational Leadership & Shift Accountability

• Ensure all hotel shifts (Front Desk, Night Audit, Housekeeping, Maintenance support) are properly staffed and covered at all times.
   
• Act as the fully responsible on-site hotel manager during assigned shifts and in the absence of the General Manager.
   
• Maintain operational continuity during high occupancy, emergencies, staffing shortages, and peak demand.
   
• Remain calm and decisive during emergencies, serving as the leadership point of contact.
   
• Conduct daily property walk-throughs to ensure cleanliness, safety, and brand compliance.
   
• Supervise the Night Audit function and review daily revenue and activity reports.
   

2. Front Office Management & Guest Experience

• Ensure Front Office operations are attentive, efficient, and service-driven at all times.
   
• Oversee Guest Service Agents and Night Auditors; coach, counsel, and discipline according to company S.O.P.s.
   
• Respond to guest complaints, special requests, accidents, and service failures; resolve issues promptly and professionally.
   
• Authorize revenue adjustments only after appropriate investigation and alternative solutions.
   
• Focus department efforts on improving guest satisfaction scores and service metrics.
   
• Monitor proper cash handling, credit reporting, and financial accuracy at the Front Desk.
   
• Oversee PBX operations and ensure compliance with hospitality standards.
   

3. Revenue & Financial Performance

• Maximize room revenue and occupancy through:
   
  • Daily review of house count and occupancy status
     
  • Rate efficiency analysis
     
  • Upselling training and execution
     
  • Monitoring credit reports and cash flow controls
     
• Assist the General Manager with:
   
  • Payroll oversight
     
  • Wage Progress and Productivity reporting
     
  • 10-Day Forecast completion
     
  • Budget adherence
     
  • End-of-month reporting deadlines
     
  • Inventory control and ordering
     
• Monitor labor standards and ensure scheduling aligns with forecasted demand and productivity goals.
   

4. Staffing, Training & Accountability

• Ensure proper scheduling coverage for all shifts; proactively address staffing gaps.
   
• Interview, hire, and onboard Front Desk team members according to company S.O.P.s.
   
• Conduct 90-day and annual performance evaluations.
   
• Provide ongoing coaching, corrective action, and performance management when needed.
   
• Train new hires in:
   
  • Guest service excellence
     
  • Brand standards
     
  • Financial handling procedures
     
  • Security protocols
     
  • Emergency procedures
     
• Develop employee morale and promote a culture of accountability and service excellence.
   

5. Compliance & Brand Standards

• Ensure full compliance with Mid-Continent Hospitality policies and brand standards.
   
• Maintain certification requirements (Food Handler, Alcohol Awareness, CPR, First Aid as applicable).
   
• Assist in implementing and maintaining emergency procedures with the General Manager and Engineering.
   
• Ensure all required brand and company training is completed and documented.
   
• Maintain proper uniform, grooming, and professional standards.
   

6. Administrative & Reporting Duties

• Review Night Audit reports daily.
   
• Ensure timely completion of:
   
  • Month-end reports
     
  • Wage Progress reports
     
  • Productivity tracking
     
  • Forecasting documents
  • Invoicing & M3 inputs
     
• Maintain accurate documentation of employee counseling, guest incidents, and operational reports.
   
• Promote open communication between departments and management.
   

Physical & Schedule Requirements

• Typically requires a 50-hour work week; long hours may be necessary.
   
• Must have schedule flexibility including nights, weekends, and holidays.
   
• Ability to stand for extended periods.
   
• Light physical work: lifting up to 25 pounds occasionally.
   

Qualifications

• Minimum of 5 years progressive hotel experience OR
   
  • 2-year degree with 3+ years related experience OR
     
  • 4-year degree with 1+ year related experience
     
• Supervisory experience required.
   
• Strong knowledge of Front Office operations and hotel revenue management.
   
• Proficient in Windows systems, spreadsheets, and word processing.
   
• Familiar with corporate programs and brand initiatives.
   
• Strong leadership, decision-making, and conflict-resolution skills.
   

Leadership Expectations

The Assistant General Manager must:

• Lead by example.
   
• Demonstrate operational ownership.
   
• Ensure no shift is left uncovered.
   
• Maintain financial discipline.
   
• Protect the brand and company reputation.
   
• Operate as the acting General Manager when required.