ASSISTANT GENERAL MANAGER

Position Description Position Title:Assistant General Manager Immediate Supervisor:General Manager Major Function:The Assistant General Manager (AGM) supports the General Manager in all aspects of hotel operations, with a focus on guest services, front desk management, and overall guest satisfaction.The AGM plays a crucial role in maintaining high standards of service, hospitality, and operational excellence.This position serves as a key leader in the hotel, working to ensure the smooth operation of the property and providing support in achieving financial and service goals.Essential Functions:Guest Services and Operations Management:Oversee daily front desk operations, ensuring efficient guest check-ins, check-outs, reservations, and guest inquiries.Ensure that all guest service representatives are trained in proper procedures, including cash handling, reservations, emergency protocols, and customer service standards.Address and resolve guest complaints in a timely and professional manner, aiming to turn negative experiences into positive ones.Assist guests with special requests, room assignments, and other accommodations as needed.Maintain awareness of hotel occupancy levels, room status, and rates, and communicate effectively with the housekeeping and maintenance teams.Financial Management and Reporting:Ensure proper cash handling procedures are followed at the front desk and assist with balancing daily financial reports.Monitor daily financial transactions, including room charges, payments, and credit card authorizations.Assist in managing departmental budgets, controlling expenses, and maximizing revenue opportunities.Support the General Manager in preparing financial reports and forecasts as needed.Staff Supervision and Development:Provide leadership and training to Guest Services Representatives and other team members, to ensure a high level of service and operational efficiency.Assist the General Manager in hiring, onboarding, and evaluating staff performance.Conduct daily shift briefings to communicate important updates and set the tone for exceptional guest service.Motivate team members to exceed guest expectations, offering coaching and corrective feedback when necessary.Safety, Security, and Emergency Procedures:Ensure that all staff are knowledgeable about hotel emergency procedures and safety protocols.Conduct regular safety inspections and report any hazards to the appropriate departments for resolution.Act as a point of contact for emergency situations and assist in coordinating responses with relevant departments.Property Maintenance and Housekeeping Coordination:Liaise with the housekeeping and maintenance teams to address any guest requests, late check-outs, or special needs areas.Coordinate with the housekeeping team to ensure rooms are ready for guest arrivals and meet cleanliness standards.Monitor the condition of the hotel lobby, front desk, and other public areas to ensure they are clean, presentable, and free of safety hazards.Sales and Marketing Support:Promote the hotel's amenities, services, and special promotions to guests to drive repeat business.Assist in identifying new sales opportunities and participate in sales initiatives.Support the General Manager in executing local community engagement efforts to enhance the hotel's reputation.Administrative Duties:Assist with administrative tasks such as scheduling, payroll, and inventory management as directed by the General Manager.Maintain an accurate log of guest interactions, operational issues, and shift activities to ensure proper communication between shifts.Ensure that staff adhere to company policies and standards, including dress code and work rules.Other Duties:Perform other tasks as assigned by the General Manager, including filling in for other departments during staff shortages.Uphold the company's values and standards at all times, providing a positive example for other staff members.Qualifications:At least 2-3 years of hotel front desk experience or equivalent in a hospitality environment, with previous supervisory experience preferred.Strong knowledge of hotel management software, such as property management systems (PMS) and reservations platforms.Excellent customer service skills, problem-solving abilities, and communication skills.Ability to handle stressful situations and resolve issues in a calm, professional manner.High attention to detail, organizational skills, and a commitment to quality.Availability to work various shifts, including evenings, weekends, and holidays.Physical Requirements:Ability to stand for extended periods and move items weighing up to 30 pounds.Capability to work in a fast-paced environment, while maintaining a positive attitude..