Assistant General Manager

Wilderness at the Smokies•Sevierville, TN

About The Position

The Assistant General Manager oversees, directs, and assists with resort and hotel operations, with the goal of promoting the hotel and waterpark while maintaining excellent guest service. The role reviews operating procedures and implements changes as needed to improve products and services, and assists with future hospitality product development. The AGM also directs related operations as assigned by the General Manager and manages operational activities personally or through subordinate supervisors. In conjunction with the Chief Operating Officer and General Manager, the AGM establishes annual operating budgets, marketing strategies, long-range operating philosophy and standards, and action plans to meet objectives. The AGM oversees assigned hospitality operations, monitors budget performance, initiates cost-saving measures, and recommends and implements operational policies and programs. The role reports progress to the General Manager and consults before making major unplanned changes or expenditures. The position manages subordinate Directors and Department Heads, including direction, coordination, and evaluation of their departments. Supervisory responsibilities may include interviewing, hiring, training, work assignments, performance reviews, employee recognition and corrective action, addressing guest concerns, and resolving problems. The AGM also works with and evaluates operational budgets and enforces company safety protocols and PPE requirements. The role involves community and industry engagement, keeping current with resort-market developments, and travel as needed for trade shows, industry gatherings, competitor visits, and client solicitations. Physical demands include regular standing, walking, sitting, hand use, reaching, and speaking or hearing; frequent climbing or balancing; occasional stooping, kneeling, crouching, or crawling; frequent lifting up to 10 pounds and occasional lifting up to 25 pounds. The work environment occasionally includes non-weather wet or humid conditions and outdoor weather, with moderate noise levels.

Requirements

Bachelor's degree from a four-year college or university; or one to two years of related experience and/or training; or an equivalent combination of education and experience.
Strong leadership skills and ability to motivate people.
Good negotiation and listening skills.
Ability to act independently with little supervision.
Hands-on management approach; organization, attention to detail, and creative thinking.
Problem-solving and staff-training skills; ability to handle multiple duties efficiently.
Ability to operate office equipment including a computer, word processing and spreadsheet software, voicemail, copier, fax, and calculator.
Good understanding of company policies and procedures.
Working knowledge of resort amenities, room designs, and general golf.
Ability to handle stressful situations; good attendance and punctuality; professionalism, good grooming, proper uniform, and efficient work habits.
Ability to follow resort and office policies and standard operating procedures.
Thorough understanding of safety standards and ability to influence and enforce behavioral compliance across a diverse team.
Tennessee Driver’s License or ability to obtain one within 30 days of employment.
Ability to be covered by and maintain company insurance.
Ability to read, analyze, and interpret complex documents and respond effectively to sensitive inquiries or complaints.
Ability to write speeches and articles using original or innovative techniques or style, and deliver effective and persuasive speeches and presentations to top management, public groups, and/or boards of directors.
Ability to work with probability, statistical inference, geometry, and trigonometry, and apply fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, draw valid conclusions, interpret technical instructions in mathematical or diagram form, and deal with abstract and concrete variables.
Ability to meet the role's physical demands, including regular standing, walking, sitting, hand use, reaching, and speaking or hearing; frequent climbing or balancing; occasional stooping, kneeling, crouching, or crawling; and lifting up to 25 pounds occasionally.

Responsibilities

Establish annual operating budgets and marketing strategies with the Chief Operating Officer and General Manager.
Establish long-range operations philosophy and standards with the Chief Operating Officer and General Manager, and develop action plans and budgets to meet objectives.
Oversee and direct assigned hospitality operations to ensure products and services meet established standards.
Manage budget performance and initiate cost-saving directives.
Assist with and initiate future development plans for hospitality operations.
Review and implement changes to resort policies, procedures, and operating systems as needed.
Report progress to the General Manager and consult before making major unplanned changes or expenditures.
Participate in community and state tourism organizations, service clubs, and networks.
Stay current with resort-market developments and trends through industry conventions, seminars, and periodicals.
Travel as necessary to trade shows, industry gatherings, competitor facilities, and client solicitations.
Plan, develop, and recommend policies and programs.
Monitor and enforce company safety protocols and PPE standards among subordinate staff and take corrective action when violations occur.
Manage, direct, coordinate, and evaluate subordinate Directors and Department Heads.
Interview, hire, and train employees; plan, assign, and direct work; appraise performance; provide rewards and corrective actions; address guest complaints and concerns; and resolve problems.
Work with and evaluate the operational budget.
Perform other duties as assigned by management.