Asst General Manager

Description

JOB SUMMARY

Ensure
guest satisfaction and the efficient operation of the hotel by supervising operating departments in the absence of

the General Manager and/or the Manager on Duty. Assist the General Manager by continually focusing on achieving

hotel profitability through revenue generation, cost control, guest satisfaction, and development of employees.

QUALIFICATION STANDARDS

Education & Experience:

• At least 5 years progressive experience in a Rooms or F&B department Hotel; or a 4-year college degree and at least 2 to 3 years experience in a Rooms or F&B department at a Hotel; or a 2-year college degree and at least 3 to 4 years of experience in a Rooms or F&B department at a Hotel.
• Previous supervisory experience required.
• Must be proficient in Windows Operating Systems.

Physical requirements:

• Long hours sometimes required. Typically a 50 hour workweek.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Ability to stand during entire shift.

Mental requirements:

• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc. from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.
• Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by coworkers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Must be able to convey information and ideas clearly.

Requirements

DUTIES & FUNCTIONS

Essential Responsibilities

Operational Leadership & Accountability

• Provide direct oversight of Rooms, Food & Beverage, and Engineering, ensuring efficient operations and consistent execution of departmental objectives.
• Hold department heads accountable for financial performance, guest satisfaction, staffing, brand compliance, and operational standards.
• Conduct regular departmental reviews and a minimum of bi-weekly one-on-one meetings with operational department heads.
• Anticipate operational challenges, implement corrective actions, and ensure timely follow-through on commitments.
• Assume operational leadership responsibilities in the General Manager's absence and participate in scheduled Manager on Duty (MOD) coverage.
• Maintain knowledge of operational SOPs and ensure departments comply or establish corrective action plans.

Financial Performance & Revenue Generation

• Monitor departmental profitability, labor productivity, expenses, purchasing, and cost-control initiatives.
• Ensure department heads understand budgets, forecasts, financial variances, and corrective action requirements.
• Support the General Manager and Director of Finance with financial reporting, budget planning, and corporate deadlines.
• Partner with Finance on payroll accuracy, purchasing controls, and operational information supporting AP, AR, and month-end processes.
• Support revenue-generating initiatives, including upselling, Food & Beverage opportunities, client engagement, and coordination with Sales and Revenue Management.
• Ensure staffing and scheduling align with occupancy, group demand, and business levels.

Guest Experience & Brand Standards

• Promote an attentive, friendly, courteous, and service-oriented environment for guests and employees.
• Maintain a visible leadership presence during peak arrival, departure, dining, and event periods.
• Ensure operational readiness for VIPs, World of Hyatt members, group arrivals, and special events, including review of guest preferences and special requests.
• Monitor guest satisfaction results, service recovery, and recurring concerns, ensuring timely corrective action.
• Empower employees to resolve guest concerns while ensuring department heads review successes and opportunities.
• Ensure service standards training is consistently delivered and reinforced throughout operational departments.

Rooms, Food & Beverage & Engineering Operations

• Ensure Front Office staffing, recruiting, hiring, and training align with occupancy and operational demands.
• Review room inventory, oversell strategies, and arrival forecasts with Rooms leadership at least weekly.
• Ensure Food & Beverage and Culinary operations meet service, quality, cleanliness, staffing, and profitability expectations.
• Oversee preventative maintenance, deep cleaning, room inspections, and property presentation standards in coordination with Housekeeping and Engineering.
• Ensure operational readiness for group functions, banquets, high-volume periods, and special events.
• Support operational departments during peak business periods and ensure effective coordination between teams.

Leadership Development & Employee Engagement

• Coach and develop operational department heads through ongoing feedback, training, and performance accountability.
• Support recruiting, hiring, employee development, and succession planning in partnership with Human Resources.
• Ensure approved Avion Hospitality and Hyatt training programs are implemented and completed.
• Promote a positive, team-oriented work environment built on recognition, fairness, communication, and accountability.
• Ensure employees receive fair and equitable treatment consistent with Avion Hospitality policies.
• Maintain professional relationships and open communication across all departments.

Safety, Compliance & Communication

• Ensure compliance with Hyatt brand standards, Avion Hospitality policies, safety regulations, and operational procedures.
• Maintain applicable certifications, including Food Handler, Alcohol Awareness, CPR, and First Aid, as required.
• Ensure completion of required corporate training and trainer certifications where applicable.
• Support life-safety, emergency preparedness, security, and asset-protection programs.
• Maintain regular attendance, professional appearance, grooming, and dress code standards, including required name tags.
• Communicate operational challenges, performance results, and recommended solutions proactively to the General Manager.
• Collaborate with HR, Finance, Sales, and Revenue Management, which report directly to the General Manager.
• Meet established operational and corporate deadlines and ensure departmental commitments are completed.

Marginal Responsibilities

• Maintain visibility in public areas during peak periods, greeting guests and offering assistance.
• Support hotel safe procedures, security controls, and monthly safe audits in coordination with Finance and Security.
• Ensure scheduled operational meetings take place and required follow-up actions are completed.
• Participate in special projects, property initiatives, and additional assignments directed by the General Manager.
• Remain open to relocation opportunities for future career advancement, as applicable.