Assistant General Manager

Hilton Garden Inn Cincinnati/West Chester•West Chester Township, OH

18d

About The Position

The Assistant General Manager (AGM) is responsible for maximizing hotel operations, including guest and employee satisfaction, financial performance, sales and revenue generation, and return on investment to ownership. The AGM oversees and models efficient, courteous service in accordance with company standards while maximizing revenue, coordinating with departments to support smooth operations and a positive guest experience. The role directs hotel departments, supports revenue and cost management, develops team leaders and associates, and helps ensure guest expectations are met. The AGM also manages operational processes, reporting, scheduling, safety, security, and communication across the hotel. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

High school diploma or equivalent required.
Minimum 2 years of hotel experience required.
Strong understanding of budget management, cost controls, and financial statements.
Excellent verbal and written communication skills.
Ability to maintain a professional and welcoming demeanor in guest interactions.
Ability to work a flexible schedule, including evenings, weekends, and holidays.
Applicants must be 18 years or older.

Nice To Haves

Further education in hospitality or related fields preferred.
Knowledge of the local area, hotel services, and facilities.

Responsibilities

Direct and coordinate activities across front desk, housekeeping, reservations, guest service, security, and maintenance departments.
Maximize Average Daily Rate (ADR) and occupancy levels.
Collaborate with Sales and Operations departments to align strategies and optimize performance.
Motivate, coach, and train department leaders to enhance service quality and operational efficiency.
Understand financial statements and budgets, including staffing guidelines and cost controls.
Implement cost-saving strategies while maintaining service standards.
Guide, develop, and/or implement policies, procedures, and systems to improve business operations.
Ensure team members, especially Front Desk Associates, understand and anticipate guest expectations.
Empower associates to satisfy guests and make decisions that enhance the guest experience.
Solicit guest feedback to continuously improve service and ensure complaints are promptly addressed and resolved.
Ensure associates maintain a professional appearance and welcoming demeanor.
Review incoming reservations, pre-block rooms with special requests, and coordinate with appropriate staff members.
Oversee the VIP program and ensure its proper execution.
Manage cash, checks, and credit card transactions accurately and in compliance with company policies.
Prepare and manage the team schedule, and reconcile room discrepancies with the Executive Housekeeper.
Complete required weekly and monthly reports.
Attend required meetings and maintain effective communication with all departments.
Manage all aspects of the safety program, including training, reporting, and incentives, and ensure compliance with local, state, and federal safety regulations.
Properly handle and account for keys, and maintain knowledge of emergency procedures and security concerns.
Communicate performance standards to staff, build teamwork, conduct departmental meetings, and maintain a cooperative work environment.
Assist in recruiting, training, and evaluating new associates.
Provide ongoing coaching and support to team members, fostering a positive and productive work environment.
Maintain safety and security protocols, including proper handling of keys and lost and found items, and following emergency procedures.
Participate in daily hotel operations meetings and contribute to overall hotel strategy.
Perform additional duties as assigned by the General Manager in support of hotel operations.