Assistant General Manager

Position: Assistant General Manager – Cumberland House Hotel, a Tapestry Collection by Hilton

Salaried Full Time Position

With Annual Bonus Potential

Reports To: General Manager

Position Summary

This role is your chance to lead operations at a vibrant boutique hotel in Downtown Knoxville connecting Knoxville's past and present. If you're ready to trade in cookie-cutter processes for curating authentic local experiences and managing a property that feels less like a hotel and more like a vibrant, upscale social hub, then let's talk. Join us and help stitch together the story of The Maker City We are now owned and operated by The 9 Group, a true Knoxville Family of hotels. Visit our LinkedIn page to learn more about us @

The position is a salaried position with an average of 45 hours per week. The Assistant General Manager will answer directly to the General Manager. The Assistant General Manager's work week will vary based on occupancy and property-specific lifestyle events. The goal of the position is to supervise daily operations, train staff, manage the Front Desk, manage the Food & Beverage program (including breakfast), assist the Executive Housekeeper, assist the Sales Department, supports the General Manager, provide authentic and highly personalized customer service, and help lead the hotel to financial profitability while preserving the unique design and local identity of the Tapestry brand.

Primary Responsibilities

• Serves as the department head for the Front Desk and F&B staff. Will be in charge of the overall function and success of the department. (Hiring, training, job postings, disciplinary actions, reviews, following Tapestry Brand Standards, and fostering a staff culture of local ambassadorship, etc...)
• Trains in the Housekeeping, Sales, Breakfast and Maintenance departments to understand how to successfully run each department.
• Ensures the successful operation of the housekeeping department. Will work alongside the housekeeping team to ensure that brand standards are being upheld and that the department runs efficiently, paying special attention to the care of unique artwork, décor, and design features.
• Ensures proper "new hire" procedures are followed by verifying accurate completion of necessary forms, and then submitting them to the correct personal promptly
• Aids the GM in being the key to motivating all staff to deliver outstanding Stay Experience day by day
• Check daily room assignments by the front desk staff to ensure that the guest requests and preferences are met whenever possible. Make department heads aware when there is a request requiring their attention. Monitors guest profiles to identify high-value loyalty members and coordinates personalized welcome amenities or experiences.
• Ensures guest folios are set up correctly so that there is no errors at check in. This includes advance purchase, Hilton Honors Reward, Third Party reservations etc…
• Ensures that all orders are from approved vendors for the front desk, breakfast and housekeeping departments.
• Responsible for the aging, posting, and collection of accounts receivables.
• Maintain accurate personnel records.
• Checks the nightly audit pack on days the GM is not at the hotel to check.
• Submits and maintains all employee insurance paperwork.
• Ensure at all notes in the MOD email are distributed to the correct department.
• Maintain payroll punches to ensure that the payroll system is up to date by the day we submit.
• Responsible for submitting the bi-weekly payroll and ensuring accuracy of employee hours and pay.
• Maintain the training portion of the Quality Assurance binder.
• Covers F&B and front desk shifts including night audit when necessary.
• Completes performance reviews for all front desk and breakfast staff.
• Monitors Stay Score and Guest Assistance cases to ensure timely resolution, with a focus on high-touch, empathetic service recovery consistent with a lifestyle brand.
• Completes weekly F&B orders and keeps an organized file of these orders. Ensures breakfast presentation and offerings are elevated, fresh, and comply with Tapestry's expectation of quality.
• Keeps track of F&B cost and ensures efficiency in this area.
• Keeping in compliance with local health code and Hilton brand standards in the breakfast department.
• Works to make sure the property stays up to date on CleanStay and any other Hilton mandated programs.
• Champions the property's unique local narrative and design story, ensuring all team members are trained to communicate it to guests.
• Assists the GM in planning and executing property-specific local events and guest engagement programming (e.g., local vendor pop-ups, happy hour socials, guest experience).
• Works with the Sales department on inputting groups into PEP, maintaining the group and meeting room binder, creating group masters, etc.
• Any additional duties assigned by the ownership or General Manager

Monthly/ Weekly Responsibilities

• Collaborates with the GM and Executive Housekeeper on preventative maintenance related to guest-facing aesthetics and design features.
• Audits required training to ensure all classes are properly assigned.
• Ensures that deep cleans are being done on a monthly basis.
• Monthly User Id Audit
• Monthly Payroll Audit
• Monthly AR Aging Audit
• Joins the GM on Revenue weekly calls when asked to do so
• Goes on local networking events and community sales calls with the GM/DOS
• Visits the local boutique compset hotels
• Coordinates monthly F&B inventory and usage report for specialty items (e.g., elevated coffee/bar offerings, local snacks).

Physical Requirements:

• Walking and standing up to 10 hours per day.
• Bending, lifting, pulling, and carrying up to 50lbs.
• Climbing Stairs.

Job Type: Full-time

Pay: $55, $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Experience:

• Hilton Branded Hotel Manager: 2 years (Preferred)

Work Location: In person