Assistant General Manager

Hilton Garden Inn Springfield•Springfield, IL

1d•$55,000 - $70,000

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 closely with departments to support smooth operations and a positive guest experience. The role directs and coordinates hotel departments, supports operational and financial performance, develops team members, and ensures guest expectations are met. It also includes oversight of safety and security programs, scheduling, reporting, and participation in hotel operations meetings. Additional duties may be assigned by the General Manager.

Requirements

High school diploma or equivalent required.
At least 1 year of experience in a hotel managerial role.
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.
Knowledge of the local area, hotel services, and facilities.
Ability to work a flexible schedule, including evenings, weekends, and holidays.

Nice To Haves

Further education in hospitality or a related field.
Hilton brand experience.

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 to align strategies and optimize performance.
Motivate, coach, and train department leaders to improve 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 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 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.
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 weekly and monthly reports as required.
Attend required meetings and maintain effective communication with all departments.
Manage safety program activities, including training, reporting, and incentives, and ensure compliance with local, state, and federal safety regulations.
Handle and account for keys properly and remain knowledgeable about emergency procedures and security concerns.
Communicate performance standards, 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 foster a positive and productive work environment.
Follow safety and security protocols, including proper handling of keys and lost-and-found items, and adherence to emergency procedures.
Participate in daily hotel operations meetings and contribute to overall hotel strategy.
Perform additional duties assigned by the General Manager in support of hotel operations.