Asst General Manager

Avion Hospitality Employee Services LLC•Memphis, TN

About The Position

The Assistant General Manager (AGM) serves as the General Manager's primary operational leader, overseeing Rooms, Food & Beverage, and Engineering. The role drives operational excellence, guest satisfaction, departmental profitability, employee development, and compliance with Hyatt brand standards and Avion Hospitality policies. The AGM leads proactively, anticipates challenges, holds department heads accountable, and ensures operational priorities are consistently executed. The successful candidate demonstrates strong business acumen, sound judgment, and leadership capabilities suited to a future General Manager. The AGM provides direct oversight of operational departments, monitors financial performance and revenue initiatives, supports a high-quality guest experience, and develops department leaders and employees. The role assumes operational leadership in the General Manager's absence and participates in scheduled Manager on Duty coverage. It also coordinates with Human Resources, Finance, Sales, and Revenue Management, which report directly to the General Manager.

Requirements

At least 5 years of progressive experience in hotel Rooms or Food & Beverage operations; alternatively, 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, 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.
Excellent communication, organizational, problem-solving, and decision-making skills.
Flexible schedule based on business demands, including evenings, weekends, and holidays.
Ability to work a typical 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.
Ability to maintain composure, professionalism, and objectivity in stressful situations.
Ability to anticipate, identify, prevent, and resolve operational challenges effectively.
Strong listening, communication, conflict-resolution, and interpersonal skills.
Ability to understand and interpret financial information, operational reports, and performance metrics.
Ability to manage competing priorities while maintaining accountability and attention to detail.

Nice To Haves

Experience with OPERA Cloud, Micros Symphony, Paylocity, ProfitSword, or Hotel Effectiveness systems.

Responsibilities

Oversee Rooms, Food & Beverage, and Engineering operations, ensuring efficient execution of departmental objectives.
Hold department heads accountable for financial performance, guest satisfaction, staffing, brand compliance, and operational standards.
Conduct regular departmental reviews and at least bi-weekly one-on-one meetings with operational department heads.
Anticipate operational challenges, implement corrective actions, and ensure commitments are completed on time.
Assume operational leadership responsibilities when the General Manager is absent and participate in scheduled Manager on Duty coverage.
Maintain knowledge of operational SOPs and ensure compliance or establish corrective action plans.
Monitor departmental profitability, labor productivity, expenses, purchasing, and cost-control initiatives.
Ensure department heads understand budgets, forecasts, financial variances, and required corrective actions.
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 accounts payable, accounts receivable, and month-end processes.
Support revenue-generating initiatives, including upselling, Food & Beverage opportunities, client engagement, and coordination with Sales and Revenue Management.
Align staffing and scheduling with occupancy, group demand, and business levels.
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 reviewing guest preferences and requests.
Monitor guest satisfaction results, service recovery, and recurring concerns, ensuring timely corrective action.
Empower employees to resolve guest concerns and ensure department heads review successes and opportunities.
Ensure service-standards training is consistently delivered and reinforced across operational departments.
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 departments during peak business periods and ensure effective coordination between teams.
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 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 departments.
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.
Meet operational and corporate deadlines and ensure departmental commitments are completed.
Maintain visibility in public areas during peak periods, greet guests, and offer 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.