Assistant General Manager

Job Details

Description
The Assistant General Manager (AGM) at Embassy Suites Gulf Shores Beach Resort is responsible for overseeing the day-to-day operations of the Front Desk, Housekeeping, Engineering, and Food & Beverage departments. The AGM is committed to providing exceptional guest service while ensuring a clean, safe, and welcoming environment. This role involves managing operational efficiency, maximizing service levels, controlling expenses, and ensuring compliance with company policies and standards. The AGM will also support the front-of-house operations, assisting in staffing, training, and monitoring departmental performance.

Key Responsibilities

• Guest Service & Satisfaction:

• Respond promptly and professionally to all guest requests, complaints, and accidents, whether presented at the Front Desk, through reservations, comment cards, letters, or phone calls.

• Investigate and resolve issues, ensuring guest satisfaction by following up to ensure resolution and continual improvement.

• Handle special requests, VIP guests, and emergency situations to ensure an exceptional experience for all guests.

• Revenue & Occupancy Management:

• Review daily room revenue and occupancy reports to maximize revenue and occupancy rates.

• Monitor and analyze variances, track the daily house count, and manage the credit card report to ensure smooth operations.

• Work with the General Manager to optimize pricing strategies and implement revenue management tactics.

• Team Management & Scheduling:

• Prepare and manage team member schedules in accordance with the business forecast, payroll budget guidelines, and productivity requirements.

• Ensure proper staffing levels across all departments, ensuring high performance while maintaining labor cost controls.
• Provide leadership and support to staff, promoting a positive work culture and high team morale.

• Assist with the recruitment, interviewing, hiring, and training of new team members to maintain staffing levels and high-quality service standards.

• Front Office Operations:

• Oversee all aspects of the front office system, including software maintenance, report generation, and system analysis.

• Ensure efficient check-in/check-out processes, accurate billing, and effective guest communication.

• Assist with the coordination of guest services across departments to ensure seamless guest experiences.

• Safety & Compliance:

• Be knowledgeable about the hotel's accident prevention program, safety committee initiatives, and the communication of safety standards.

• Conduct department meetings to educate staff on safety procedures, accident prevention, and emergency protocols.
• Investigate, report, and follow up on all employee and guest accidents, ensuring proper documentation and corrective actions are taken.

• Enforce and maintain safety standards to prevent accidents and promote a safe environment for guests and employees.

• Financial Oversight:

• Assist in monitoring and controlling departmental expenses, ensuring alignment with budgeted guidelines and company standards.

• Work with department heads to achieve operational goals, enhance service quality, and drive efficiency.

• Prepare reports and assist with financial analysis, identifying opportunities to reduce costs and improve profitability.

• Operational Support:

• Provide on-site leadership and support for the Front Desk, Housekeeping, Engineering, and Food & Beverage departments, ensuring smooth and effective operations.

• Troubleshoot issues, resolve conflicts, and provide guidance to department managers and team members as needed.

• Assist the General Manager in strategic planning, decision-making, and operational initiatives.

• Other Duties:

• Perform additional responsibilities as requested by the General Manager to support the overall operation and success of the resort.

• Ensure that all policies, procedures, and brand standards are adhered to at all times.

Qualifications

• Previous experience in hotel or resort management, with a focus on front office operations, guest service, and departmental oversight.
• Strong leadership, communication, and interpersonal skills.
• Ability to analyze financial reports, manage budgets, and drive operational improvements.
• Knowledge of safety regulations, accident prevention programs, and hotel management systems.
• Proficiency with hotel management software and Microsoft Office applications.
• Ability to work under pressure, manage multiple priorities, and provide solutions in a fast-paced environment.
• Flexible schedule, including weekends, holidays, and evening shifts as required.

The Assistant General Manager plays a vital role in ensuring the overall success of the resort, driving guest satisfaction, optimizing operational performance, and supporting the General Manager in strategic initiatives. This is a leadership position requiring strong organizational skills, excellent guest service abilities, and a commitment to achieving hotel goals.