Position Summary
The Assistant General Manager (AGM) plays a critical leadership role by directly supporting the General Manager in overseeing daily hotel operations. This position manages multiple departments-including Rooms Division (Front Desk, Guest Services, Bell, Security, and Concierge) and Food & Beverage (Restaurant, Room Service, Banquets, and Kitchen)-while championing exceptional guest service, operational excellence, and team development across the property.
Essential Duties and Responsibilities
Guest Experience
Maintain guest service as the core operational philosophy.
Respond promptly and professionally to guest inquiries, feedback, and service issues.
Ensure hotel services and standards are consistently delivered and exceeded.
Promote and practice guest service initiatives in accordance with Scholar Hotels standards.
Operational Management
Coordinate departmental activities on behalf of the General Manager.
Participate in the Manager-on-Duty (MOD) program and represent leadership across all shifts.
Analyze operational data and metrics to enhance business performance and guest satisfaction.
Support the development and implementation of operating procedures and service standards.
Apply yield and revenue management principles where applicable.
Leadership & Supervision
Lead by example with a participative, hands-on approach.
Inspire department heads and team members to achieve individual and property-wide goals.
Foster a culture of teamwork, accountability, and continuous improvement.
Conduct regular coaching, performance reviews, and cross-training efforts to develop team talent.
Ensure smooth communication across all levels of the property.
Managerial Skills
Demonstrate strong interpersonal, written, and verbal communication skills.
Cultivate team morale, engagement, and a 'can-do' attitude.
Train and support team members in resolving guest issues calmly and professionally.
Uphold a safe, courteous, and professional workplace culture aligned with Scholar values.
Business & Technical Skills
Exhibit strong organizational and time management capabilities.
Demonstrate proficiency with property management systems and Microsoft Office Suite.
Forecast and control labor, supplies, and departmental expenses.
Enforce all regulatory, HR, and operational policies and procedures.
Evaluate alternatives, problem-solve creatively, and make sound operational decisions.
Qualifications
Bachelor's degree in Hospitality Management or related field preferred.
Minimum of 3 years progressive hotel operations leadership experience.
Proven ability to manage and motivate a diverse team.
Strong knowledge of guest service protocols, F&B operations, and rooms division.
Flexible availability including nights, weekends, and holidays.
Certifications
ServeSafe and TIPS certifications required or obtained upon hire.
Physical Demands & Work Environment
Must be able to stand for extended periods (up to 8 hours per shift).
Must be able to lift up to 30 pounds using proper lifting techniques.
Must demonstrate quick decision-making and organizational skills in high-pressure situations.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.