Assistant General Manager

Carter Hospitality Group•Temecula, CA

About The Position

The Assistant General Manager leads the overall operation of the hotel and drives a service culture across departments to ensure guests receive personalized experiences that exceed expectations. The role oversees daily operations across Front Office, Maintenance, Housekeeping, and Food & Beverage, and supports the General Manager in revenue generation, cost management, asset protection, financial reporting, staff development, and service delivery. The Assistant General Manager supervises hotel departments in the General Manager’s absence and may fulfill Manager on Duty shifts. The position maintains operating procedures and service standards, oversees employee training and performance management, coordinates third-party relationships, and helps ensure the hotel is safe, efficient, and compliant with company standards. It also involves supporting guests and employees directly, resolving guest issues, monitoring inventory, rates, room availability, and vacation rental activity, and coordinating with department heads to address operational needs.

Requirements

High school diploma or equivalent.
At least three years of previous Director of Rooms and/or Assistant General Manager experience in an upscale hotel environment.
Intensive direct experience in various hotel operational departments, including Front Office, Guest Services, Housekeeping, Security/Loss Prevention, Food & Beverage, and/or Engineering.
Proven experience designing and implementing service standards and procedures that produce high guest and employee satisfaction.
Strong financial acumen and ability to partner with other departments to drive revenue and manage expenses.
Ability to communicate professionally and tactfully with guests and employees.
Valid Florida driver’s license and good driving record.
Ability to pass pre-employment testing, such as a background check.
Full availability to work days, evenings, nights, weekends, and holidays.
Ability to read, write, and speak English.
Ability to understand, follow, and give written and oral instructions.
Ability to handle stressful conflicts involving groups, individuals, and coworkers.
Ability to work with large groups of people and different age groups.
Ability to plan, organize, and conduct a wide variety of activities.
Knowledge of leadership techniques.
Ability to work harmoniously with employees and guests.
Ability to follow company policies and procedures.
Ability to maintain a clean and professional uniform and personal appearance.
Ability to express genuine appreciation to guests, speak clearly and professionally, and develop and maintain positive working relationships.

Nice To Haves

Bachelor’s degree in Hospitality Management.
Multilingual ability.
Experience managing large-scale transformation or change, such as renovation or a change in management.
Experience managing third-party or leased-space arrangements, such as food and beverage, valet, or security.

Responsibilities

Oversee and direct daily operations for the Front Office, Maintenance, Housekeeping, and Food & Beverage departments.
Design and implement systems and procedures that align operations with the property.
Direct and maintain a service and management philosophy for department heads and staff.
Design and implement training programs to meet or exceed hotel brand and Carter Hospitality Group service and operational standards.
Work with the General Manager to develop and implement strategies for seamless service delivery, revenue maximization, and cost management.
Support protection and enhancement of hotel assets through maintenance, security, housekeeping, and capital budgeting programs.
Manage third-party relationships to ensure seamless service delivery.
Ensure courteous, attentive, friendly, and service-oriented interactions with guests and employees.
Maintain personal appearance and grooming in accordance with company standards.
Ensure adherence to Carter Hospitality standards and regulations for a safe and efficient hotel operation.
Ensure efficient hotel operations in the General Manager’s absence by supervising and supporting guest services, engineering, accounting, sales, food and beverage, and housekeeping.
Communicate or correct departmental deficiencies with the supervisor on duty.
Work with department heads to understand each position and its impact on hotel operations.
Assist the General Manager with revenue generation programs.
Participate in sales efforts, including meeting on-site contacts for evening functions, greeting important clients, and joining sales calls.
Assist the General Manager with developing and training hourly employees.
Attend management meetings scheduled by the General Manager.
Help create an environment in which employees are empowered to make decisions that support guest satisfaction.
Follow up on guest issues, ensure resolution, and confirm guest satisfaction.
Assist the General Manager with financial reports required by the corporate office.
Meet corporate and General Manager deadlines.
Ensure service-standard training occurs in each department.
Interview, hire, and train employees; plan, assign, and direct work; appraise performance; reward and discipline employees; and address complaints and problems.
Assist with delegated month-end procedures.
Ensure compliance with preventative maintenance and deep-clean programs through daily room inspections with the Housekeeping Manager and Chief Engineer.
Learn, understand, reference, and enforce Standard Operating Procedures across operating departments.
Maintain professional working relationships and open communication with managers, employees, and departments.
Support operating departments during peak periods and be present in public areas during peak times to greet and assist guests.
Monitor group and timeshare blocks and rates and ensure accurate billing.
Monitor inventory daily and ensure timely closeouts on OTAs and websites.
Compile OTA promotions based on business peaks and troughs.
Build rate plans in property management systems as required.
Monitor vacation rental unit usage to support even revenue distribution.
Build community relationships to improve vacation rental participation.
Assist the General Manager with association management as required by the property.
Follow safety, security, and emergency procedures, respond appropriately to emergencies, and promptly correct hazards.
Monitor out-of-order room reports and coordinate with department heads to return rooms to service efficiently.
Train, mentor, coach, counsel, and develop the management team.
Implement and enforce company standard operating procedures and policies.
Fulfill Manager on Duty shifts.
Perform other duties assigned by the management team.