Assistant General Manager

MCR Hotels•Austin, TX

14d

About The Position

The Assistant General Manager helps ensure the hotel provides clean, friendly, well-organized, and safe service for guests. The role supports daily hotel operations, guest satisfaction, team performance, cleanliness, and consistency with MCR and brand standards. The Assistant General Manager leads by example, helps build a positive team culture, and may take on duties outside the traditional role to meet hotel and guest needs. Responsibilities include supervising daily operations and service, inspecting guest rooms and public spaces, training and onboarding team members, supporting check-in and check-out periods and meal service, and maintaining operational checklists and shift handover reports. The role also assists with inventory, time-clock reviews, daily summaries and night audit, reporting, purchase orders and invoices, quality assurance, fire and life safety, service recovery, preventative maintenance, and adherence to team schedules. The Assistant General Manager may cover open department-head positions when necessary. The position requires effective communication and guest-service leadership, the ability to follow established procedures, make timely decisions, resolve concerns, handle pressure, and work with basic financial information. A valid driver’s license and minimum age of 18 are required. A bachelor’s or associate’s degree and previous supervisory experience are preferred, as is progressive experience in hospitality, hotels, restaurants, or service, including Rooms and Food & Beverage departments. The role involves a varied schedule that may include evenings, nights, weekends, and holidays, and travel may be required. Physical duties include standing for extended periods, using computers and office equipment, moving throughout the hotel, and lifting and transporting supplies up to 25 pounds.

Requirements

Positive, can-do attitude and willingness to learn.
Ability to understand and follow established guidelines and procedures.
Ability to evaluate alternatives and make decisions quickly and accurately.
Ability to work effectively in stressful, high-pressure situations while maintaining composure and objectivity.
Effective listening, understanding, clarification, and conflict-resolution skills with coworkers and guests.
Ability to work with and understand financial information and data, and perform basic arithmetic.
Attention to detail and ability to meet deadlines.
Proficiency in Windows operating systems and company-approved spreadsheet and word-processing applications.
Ability to communicate information and ideas clearly, and lead team members in providing friendly guest service.
Valid driver’s license.
Must be at least 18 years old; must meet the legal age to serve alcoholic beverages at select properties.
Willingness to work a varied schedule that may include evenings, nights, weekends, and holidays, according to hotel demands.
Ability to read, write, understand, and communicate effectively in English; interpret safety rules, operating and maintenance instructions, procedure manuals, business records, and statistical reports; write routine reports and correspondence; and speak effectively before groups.
Ability to stand or remain stationary for 3–4 hours at a time; operate computers and office equipment, perform 10-key operation and data entry, use a telephone, and manually handle objects, tools, and controls.
Ability to bend, stoop, crouch, lift and transport supplies up to 25 pounds, and move throughout the hotel and guest rooms.
Ability to inspect and visually observe details at close and long range.

Nice To Haves

Bachelor’s or associate’s degree.
Previous supervisory experience.
Progressive experience in the hospitality, hotel, restaurant, or service industry, including Rooms and Food & Beverage departments.
Basic market knowledge.

Responsibilities

Conduct daily walks of guest rooms and public spaces, checking service, cleanliness, and mechanical equipment; verify rooms are inspected daily and meet checklist standards.
Provide one-on-one training for new team members on service and checklist expectations.
Supervise Guest Service team members and verify that guest needs are met with friendly service.
Greet guests and provide supervision during peak check-in and check-out periods and meal periods, including breakfast and/or dinner.
Foster an environment of happy team members and happy guests.
Assist with inventory counts as directed by the General Manager.
Support onboarding of new team members and ensure onboarding checklist processes are followed.
Support the General Manager in reviewing the previous day's team-member time-clock punches in accordance with policy.
Ensure Daily Summary and Night Audit processes are completed according to policy.
Start and complete shift handover reports on each shift; sign off on and upload required daily reports to the MCR report storage platform.
Ensure purchases follow the correct purchase-order process, use MCR-approved vendors, and invoices are submitted through the approved accounts-payable system.
Process or accrue invoices to the proper time period.
Oversee compliance with MCR-approved brand standards and quality-assurance expectations; conduct brand self-audits and make necessary corrections based on broader audits.
Ensure fire and life safety inspections are current and deficiencies are corrected.
Review service or delivery failures and ensure they are properly escalated.
Confirm preventative-maintenance tasks have been performed and visually check their quality and consistency.
Monitor team members’ adherence to established work schedules and arrange weekly department shifts as required by the hotel schedule and line-level call-outs.
Cover open department-head positions when necessary.
Maintain clean, organized, and safe workspaces, pitching in to clean guest rooms and public spaces as needed.
Provide friendly, professional guest service, handle challenging guest situations with urgency, support hotel groups and events, and follow applicable communication and phone-service standards.
Complete operational checklists accurately and on time, maintain accurate handover communication, and meet uniform and grooming standards.