Hotel Assistant General Manager
JSK Hospitality
On-site
Louisville, Kentucky, United States
Join One of Northern Indiana's Leading Hospitality Groups
As one of the premier hospitality groups in Northern Indiana, we are proud of our rapid growth and strong reputation for excellence in guest service and team development. We own and operate Marriott, Hilton, and IHG Brands. With multiple properties and new locations on the horizon, we are expanding quickly—and so are the opportunities for our team members. Our newest acquisitions include two hotels in the Kentucky market and two in Mishawaka!
If you have a heart for service, a passion for hospitality, and a drive to grow, you’ll feel right at home with us. We believe in promoting from within, recognizing potential, and investing in our people. Here, you’re not just filling a role—you’re building a career with a company that values your contributions and is committed to your success.
Position Summary: *** This position is at Residence Inn at Marriott ***
The Assistant General Manager (AGM) plays a crucial leadership role in overseeing daily hotel operations, ensuring guest satisfaction, and supporting the General Manager in achieving operational, financial, and guest service goals. The AGM is responsible for assisting in the management of hotel departments, driving sales, maintaining high-quality standards, managing staff, and ensuring the hotel meets all regulatory, brand, and company requirements. This position requires strong operational knowledge, leadership capabilities, and a commitment to delivering excellent customer service.
Key Responsibilities:
1. Operations Management:
- Daily Operations Oversight: Assist in the overall daily operations of the hotel, including managing front desk, housekeeping, food & beverage, and maintenance departments to ensure smooth operations.
- Guest Satisfaction: Monitor guest feedback and address any service-related issues to ensure high levels of guest satisfaction. Ensure that guest complaints are handled quickly, effectively, and professionally.
- Quality Standards: Ensure the hotel meets all brand and company standards in terms of cleanliness, service quality, and guest experience.
- Staff Supervision: Manage and supervise department heads, ensuring that all staff are performing to the highest standard. Provide ongoing coaching, mentoring, and development to team members.
2. Financial Management:
- Budgeting and Financial Oversight: Assist the General Manager in developing and managing the hotel’s budget, monitoring departmental expenses, and ensuring cost-effective operations.
- Revenue Management: Help with implementing strategies to maximize revenue and profitability, working closely with the sales and revenue management teams to optimize occupancy and rates.
- Cost Control: Ensure proper management of labor costs, supplies, and other operational expenses, staying within the established budget.
- Reporting: Assist in preparing financial reports, analyzing performance metrics, and recommending strategies to improve financial performance.
3. Staff Management and Development:
- Leadership & Team Management: Supervise and provide leadership to various hotel departments, including front desk, housekeeping, food & beverage, and maintenance. Ensure staff training, performance reviews, and succession planning.
- Recruitment & Onboarding: Help recruit, hire, and onboard new staff as needed, ensuring that all employees meet the required standards for guest service, operational efficiency, and professionalism.
- Employee Engagement: Foster a positive and motivating work environment that encourages staff retention, engagement, and high morale. Conduct regular team meetings, set clear performance expectations, and provide feedback.
- Training & Development: Ensure all employees receive continuous training in customer service, safety standards, hotel procedures, and health and safety regulations.
4. Guest Relations and Service Excellence:
- Guest Experience: Assist in developing and implementing strategies to enhance the guest experience, from check-in to check-out, ensuring exceptional service is consistently delivered.
- Problem Resolution: Handle guest complaints, issues, or feedback in a timely and efficient manner, ensuring the highest levels of guest satisfaction.
- VIP and Group Services: Provide personalized service to VIP guests and groups, ensuring their needs are met and expectations exceeded.
- Community Relations: Represent the hotel within the local community and build relationships with key stakeholders to promote the hotel’s brand and services.
5. Sales and Marketing Support:
- Sales Support: Collaborate with the sales and marketing teams to drive the hotel’s sales efforts, assist with promotions, and ensure the hotel is marketed effectively in the community and online platforms.
- Revenue Maximization: Work with the GM and revenue manager to ensure the property’s revenue strategies align with market demand and guest preferences.
- Event Support: Support the planning and execution of hotel events, conferences, and meetings, ensuring smooth logistics and high guest satisfaction.
6. Health, Safety, and Compliance:
- Regulatory Compliance: Ensure compliance with all local, state, and federal regulations, including health and safety standards, fire safety codes, and labor laws.
- Safety Standards: Monitor safety practices and procedures in all departments, conducting regular inspections to ensure employee and guest safety.
- Emergency Preparedness: Ensure that the hotel staff is trained and prepared for emergency situations, including fire evacuations, medical emergencies, and natural disasters.
7. Strategic Planning & Reporting:
- Goal Setting: Assist the General Manager in setting and achieving short-term and long-term goals for the hotel, aligned with company objectives.
- Operational Reports: Provide regular reports on hotel performance, including financial results, guest satisfaction scores, and operational efficiency.
- Continuous Improvement: Implement process improvements and ensure all departments operate at optimal levels, identifying and addressing areas for improvement.
Qualifications:
Education & Experience:
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
- 5-7 years of experience in hotel operations, with at least 2-3 years in a leadership role (Assistant Manager, Department Head, or equivalent).
- Experience in staff management, budgeting, guest relations, and operational oversight.
- Experience with hotel management software (e.g., Opera, Micros, PMS systems) and Microsoft Office Suite (Excel, Word, PowerPoint).
Skills & Abilities:
- Leadership: Strong leadership skills with the ability to motivate and manage diverse teams while maintaining a positive work environment.
- Customer Service Excellence: Deep commitment to delivering outstanding guest service, with a focus on creating memorable experiences for guests.
- Problem Solving: Ability to address issues quickly and efficiently while maintaining a professional and calm demeanor.
- Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with guests, staff, and management.
- Time Management: Strong organizational skills and ability to handle multiple tasks and deadlines effectively.
- Analytical Skills: Ability to analyze operational and financial data to make informed decisions and drive improvements.
- Multitasking: Ability to balance competing priorities and demands and manage both short-term tasks and long-term projects.
Physical Demands:
- Ability to work in a fast-paced, hotel environment with varying shift requirements, including evenings, weekends, and holidays.
- Ability to walk, stand, sit, and move around the hotel during shifts, and lift up to 25 pounds when needed (e.g., event materials or supplies).
Work Environment:
The Assistant General Manager will be based at the hotel and will collaborate closely with the General Manager, department heads, and hotel staff. The role requires leadership, organizational skills, and the ability to effectively manage hotel operations while maintaining high standards for service, cleanliness, and guest satisfaction.
Conclusion:
The Assistant General Manager is a pivotal role within the hotel, providing operational leadership and support to ensure the smooth functioning of all departments. This position offers a dynamic and rewarding opportunity for an individual with strong managerial skills, a commitment to guest service excellence, and a desire to contribute to the hotel’s success.
JSK Hospitality is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.