Assistant General Manager (H)

Overview

The Hotel Assistant General Manager (AGM) is a key leadership role responsible for assisting the General Manager (GM) in overseeing all aspects of hotel operations. This includes guest services, staff management, financial oversight, and operational efficiency. The AGM ensures that the hotel runs smoothly, maintains high standards of service, and meets financial and operational goals.

Key Responsibilities

1. Operational Management

• Assist in the overall management of the hotel, ensuring smooth daily operations.
• Monitor and improve operational procedures across departments (housekeeping, front desk, food and beverage, maintenance, etc.).
• Act as the Manager on Duty (MOD) when necessary, handling urgent situations and decision-making.
• Ensure compliance with hotel policies, health and safety regulations, and industry standards.

2. Guest Services & Satisfaction

• Oversee the front desk and guest services teams to ensure a seamless check-in/check-out experience.
• Handle guest complaints and resolve issues to maintain high satisfaction levels.
• Monitor online reviews and feedback, implementing improvements based on guest insights.
• Ensure VIP guests and special requests are handled professionally.

3. Staff Management & Leadership

• Assist in hiring, training, and evaluating hotel staff to maintain high performance.
• Develop employee schedules and manage shift coverage to ensure proper staffing.
• Motivate and coach employees, fostering a positive work environment.
• Conduct team meetings and communicate hotel goals, policies, and expectations.

4. Financial Oversight & Reporting

• Assist in budgeting, forecasting, and expense control to meet financial targets.
• Monitor revenue streams, occupancy rates, and cost management to optimize profitability.
• Work with department heads to track and control labor costs and operational expenses.
• Ensure compliance with financial policies and assist in audits when necessary.

5. Sales & Marketing Support

• Collaborate with the sales and marketing team to drive occupancy and revenue.
• Assist in implementing promotions, events, and packages to attract guests.
• Maintain relationships with corporate clients, travel agencies, and local businesses.

6. Maintenance & Housekeeping Oversight

• Ensure that the hotel’s physical condition meets brand standards and guest expectations.
• Work with the maintenance and housekeeping teams to address repair and cleanliness issues.
• Conduct regular property inspections to ensure safety, cleanliness, and operational efficiency.

7. Crisis Management & Problem-Solving

• Respond to emergencies such as medical incidents, security threats, and facility breakdowns.
• Implement hotel security policies and ensure guest and staff safety.
• Handle unforeseen issues, such as overbookings or staff shortages, with quick decision-making.

Qualifications & Skills

• Education: Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred).
• Experience: Prior experience in hotel management or a leadership role within the hospitality industry.
• Skills:
  • Strong leadership and team management abilities.
  • Excellent communication and customer service skills.
  • Financial acumen, including budgeting and revenue management.
  • Problem-solving and conflict-resolution skills.
  • Ability to multitask and work in a fast-paced environment.

Work Environment & Schedule

• Requires flexibility, including working nights, weekends, and holidays.
• Fast-paced, guest-focused environment with occasional high-pressure situations.
• May involve standing for long periods and responding to various hotel departments throughout the shift.