Assistant General Manager

Lodging Dynamics•Miami Beach, FL

12d•Onsite

About The Position

The Assistant General Manager (AGM) plays a critical leadership role in ensuring the smooth and efficient operation of the hotel. Working closely with the General Manager, the AGM oversees daily operations, supports department leaders, and ensures exceptional guest experiences while meeting financial, operational, and service goals. The AGM also steps in to lead the property in the absence of the General Manager.

Requirements

Associate's degree from an accredited university or equivalent in a related field.
A minimum three (3) years of experience in the hotel/hospitality field required.
A minimum two (2) years of progressive leadership experience in hotel operations, sales and marketing, or related professional areas required.
Capability to understand and follow both oral and written directions.
Ability to communicate effectively with others in English and interact successfully with internal and external customers.
Customer service skills.
Able to maintain a positive and professional working environment.
Fosters a culture of excellence.
Attention to detail.
Analytical and problem-solving skills.
Able to maintain composure and objectivity under pressure.
Proficient in time management; the ability to effectively organize and manage multiple priorities.
Recognizes an emergency situation and takes appropriate action.
Emotional intelligence and interpersonal skills, with the ability to build strong working relationships with team members at all levels.
Skilled in building and motivating a team, fostering a collaborative environment and inspiring high performance.
Excels at team building, leadership, and development.
Ability to take initiative and effectively adapt to shifting internal and external conditions.
Performs well with frequent interruptions and/or distractions.
Understands how to develop and implement business strategies.
Ability to interpret and create policies, procedures, and manuals.
Able to communicate appropriately and effectively with all levels of management and external stakeholders.
Business acumen, including financial management, budgeting, cost control, and revenue optimization.
Ability to effectively listen, understand, and resolve challenges and concerns from management, team members, and guests.
Interpersonal skills to include coaching, counseling, mentoring, and public relations.
Able to identify and seize revenue-generating opportunities while effectively managing costs and resources.
Knowledge of key industry trends, regulations, and the current industry landscape.
Proven ability to drive revenue growth, optimize costs, and achieve financial targets.
Capable of addressing complex issues and making balanced tradeoffs between brand requirements and commercial realities in a practical and diplomatic manner.
Able to engage diplomatically and effectively with third party operators and owners, empathizing, and reacting appropriately to partner feedback and helping resolve issues where necessary.
Proficient in negotiations.
Proficient in public speaking.
Basic math skills.
Proficient in Google Docs/Microsoft Word.
Proficient in Google Sheets/Microsoft Excel.
Proficient in Google Slides/Microsoft PowerPoint.
Proficient in Gmail/Microsoft Outlook.
Ability to adjust effectively to evolving work environments and shifting customer (internal/external) requirements.
Able to work effectively in a culturally diverse environment and support diversity and inclusion within the organization.

Responsibilities

Directly supervises the Front Desk, Food & Beverage, and Housekeeping teams and department operations (e.g., hiring, terminating, disciplinary actions, performance evaluations, etc.).
Models and promotes a guest-first culture, ensuring all team members deliver exceptional service and consistently project a professional image.
Selects or assists in the selection of hotel team members and completes all onboarding paperwork.
Regularly communicates with other department heads to ensure adequate scheduling coverage in all areas impacting the operation of the hotel.
Schedules departments in adherence with budget and occupancy requirements to maximize guest service while working within the confines of budgeted hours.
Monitors labor and expense controls to ensure profitability.
Assigns duties to team members and observes performance to ensure adherence to hotel policies and established operating procedures.
Assures maximum guest service through training, including but not limited to: hotel amenities, local area, shopping, dining, entertaining, current groups, and banquet functions.
Reviews team member performance and conducts personnel actions such as disciplinary actions and terminations.
Motivates subordinates to achieve the highest level of room sales at the highest possible rate.
Ensures brand standards, policies, and service expectations are consistently met or exceeded.
Assures that all areas of the hotel under his/her purview (Front Desk, all hotel public areas, guest rooms, laundry, maid closets, etc.) meet established building cleanliness standards established in Quality Assurance inspection scores.
Fosters a positive work environment that supports engagement, retention, and professional growth.
Maintains accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, etc.
Participates in weekly team meetings.
Adheres to all franchise and Company procedures and regulations and standard operating procedures.
Receives and resolves or assists in resolving guest complaints and team member issues.
Serves as the primary leader in the absence of the General Manager.
Covers shifts in all departments as scheduled by the General Manager.
Corresponds with group and travel agents to answer special requests for rooms and rates.
Assists with Sales and Marketing efforts as directed.
Maintains and implements established Emergency Procedures, assuring the security of guests and monies.
Assists in preparing and managing the hotel's annual budget.
Works within the property checkbook to ensure adherence to departmental labor and expense budgets.
Answers inquiries pertaining to hotel policies and services.
Assists General Manager in annual wage scale surveys; ensures team member wages follow wage and salary guidelines.
Attendance is a key component of this position.
Maintains a professional appearance in accordance with Company standards; wears the appropriate uniform or attire.
Maintains open and effective communication with team members and management.
Attends and participates in team meetings.
Adheres to established safety and emergency procedures and protocols, this includes Company, federal, and state specific regulations and guidelines.
Completes all required Company training/compliance courses as assigned.
Adheres to Company standards and maintains compliance with all policies and procedures.
Performs other related duties and responsibilities as assigned.