JOB SUMMARY

The Assistant General Manager (AGM) serves as the General Manager's primary operational leader, responsible for overseeing Rooms, Food & Beverage, and Engineering. This position drives operational excellence, guest satisfaction, departmental profitability, employee development, and compliance with Hyatt brand standards and Avion Hospitality policies.

The AGM is expected to lead proactively, anticipate challenges, hold department heads accountable, and ensure consistent execution of operational priorities. The successful candidate must demonstrate strong business acumen, sound judgment, and the leadership capabilities of a future General Manager.

QUALIFICATION STANDARDS

Education & Experience

• At least 5 years of progressive experience in hotel Rooms or Food & Beverage operations; or a four-year college degree with 2–3 years of relevant experience; or a two-year college degree with 3–4 years of relevant experience.
• Previous supervisory or management experience required, preferably in a full-service hotel.
• Demonstrated ability to lead multiple operational departments and develop department leaders.
• Strong understanding of hotel financials, budgeting, forecasting, labor productivity, and expense management.
• Proficiency in Windows operating systems and Microsoft Office applications; experience with OPERA Cloud, Micros Symphony, Paylocity, ProfitSword, Hotel Effectiveness systems preferred.
• Excellent communication, organizational, problem-solving, and decision-making skills.

Physical Requirements

• Flexible schedule based on business demands, including evenings, weekends, and holidays. Typically, a 50-hour workweek.
• Ability to stand and walk for extended periods, including throughout an entire shift.
• Ability to exert up to 20 pounds of force occasionally and/or 10 pounds frequently to lift, carry, push, pull, or move objects.
• Ability to evaluate situations, make sound decisions, and respond quickly under pressure.
• Maintain composure, professionalism, and objectivity in stressful situations.
• Anticipate, identify, prevent, and resolve operational challenges effectively.
• Analyze complex information from multiple sources and develop practical solutions.
• Demonstrate strong listening, communication, conflict-resolution, and interpersonal skills.
• Understand and interpret financial information, operational reports, and performance metrics.
• Manage competing priorities while maintaining accountability and attention to detail.

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.