Hotel Assistant General Manager

Relais & Châteaux•Baltimore, MD

1d•$78,000 - $82,000•Onsite

About The Position

The Ivy Hotel is seeking an experienced, polished, and highly engaged Assistant General Manager to help lead daily operations across the hotel and Restaurant Magdalena. This role serves as the General Manager’s primary operational partner and plays a central role in maintaining the warm, highly personalized experience that defines The Ivy. This position is both strategic and hands-on. The AGM is expected to be highly visible throughout the property, deeply engaged with guests and staff, and comfortable moving fluidly between service, operations, leadership, and problem-solving. The ideal candidate brings strong luxury hospitality experience, excellent judgment, emotional intelligence, and an instinct for gracious service.

Requirements

Minimum 5 years of progressive leadership experience in luxury hospitality.
Exceptional interpersonal and communication skills.
Strong organizational abilities and attention to detail.
Ability to lead with both warmth and accountability.
Financial and operational understanding of hotel performance metrics.
Ability to maintain a flexible schedule based on operational needs, including regular availability for evenings, weekends, and holidays as required.
Authorization to work in the US is required.

Nice To Haves

Prior experience as an Assistant General Manager, Director of Operations, Rooms Division Manager, or similar leadership role preferred.
Experience with hotel PMS systems such as Opera preferred.

Responsibilities

Serve as a visible and welcoming presence throughout the hotel.
Personally engage with guests, VIPs, repeat visitors, and special occasion travelers.
Anticipate guest needs and ensure service feels thoughtful, personal, and seamless.
Handle guest concerns with professionalism, discretion, and urgency.
Monitor guest feedback and online reviews to help continually refine the guest experience.
Oversee daily operations across the Concierge, Reservations, Housekeeping, Security, and F&B.
Conduct regular property walkthroughs to ensure the hotel is maintained to the highest standards.
Support department leaders while helping ensure strong communication and coordination between teams.
Participate in Manager on Duty coverage, including evenings, weekends, and holidays as needed.
Step in operationally wherever necessary to support the team and guest experience.
Help recruit, onboard, train, and retain exceptional team members.
Foster a warm, collaborative, and accountable workplace culture.
Provide coaching, mentorship, and performance feedback.
Lead by example with professionalism, humility, and a strong work ethic.
Help maintain a positive and stable operating environment across departments.
Assist with scheduling, payroll oversight, and other administrative functions.
Participate in operational meetings, planning discussions, and ongoing property initiatives.
Help monitor labor productivity, departmental expenses, and operational efficiency.
Support budget goals while maintaining service standards and overall guest experience.
Assist with property tours and prospective guests.
Serve as an operational point person during special events and VIP stays.
Maintain awareness of online reputation platforms and social media presence.
Represent The Ivy professionally within the local community and hospitality industry.
Respond to operational issues and emergencies calmly and effectively.
Ensure compliance with safety, security, and labor standards.
Investigate and document incidents or guest concerns appropriately.