Job Description

Job Title: Assistant General Manager (AGM)

Location: DoubleTree by Hilton Harrisonburg

Reports to: General Manager

Employment Type: Full-time

Job Overview:

The Assistant General Manager (AGM) at Encore Hospitality plays a crucial role in supporting the General Manager in the overall management of the hotel. This position involves overseeing daily operations, ensuring guest satisfaction, managing staff, and ensuring that the hotel meets financial and operational goals. The AGM acts as a key leader, fostering a positive work environment, ensuring compliance with company policies, and driving the success of the hotel through operational efficiency and excellent service delivery.

Key Responsibilities:

Operations Management:

• Oversee the daily operations of the hotel, including front desk, housekeeping, food and beverage, maintenance, and guest services.
• Ensure that all departments are working in harmony to provide an exceptional guest experience.
• Act as the point of contact for any operational issues, troubleshooting and resolving them in a timely manner.
• Regularly inspect hotel facilities, rooms, and public areas to ensure cleanliness, functionality, and compliance with safety standards.
• Support the General Manager in monitoring the hotel's financial performance, including budgets, revenue, and expenses.

Staff Supervision & Development:

• Assist in recruiting, hiring, and training new employees, ensuring they are aligned with the hotel’s standards and policies.
• Provide leadership, coaching, and guidance to department heads and staff, fostering a positive, productive work environment.
• Conduct regular performance evaluations, offer feedback, and implement development programs to enhance staff skills and performance.
• Schedule and coordinate staff shifts to ensure optimal coverage and efficiency in operations.
• Address and resolve staff issues, ensuring compliance with company policies and procedures.

Guest Services & Satisfaction:

• Ensure all guest complaints and requests are handled professionally, courteously, and in a timely manner.
• Oversee the guest service team to ensure a welcoming, efficient check-in/check-out process.
• Monitor guest feedback through online reviews, surveys, and direct interactions to identify areas for improvement.
• Ensure the hotel consistently meets or exceeds guest satisfaction metrics, and take corrective action when necessary.

Financial Management:

• Assist the General Manager in preparing budgets, monitoring expenses, and managing cost controls to optimize profitability.
• Participate in revenue management discussions, contributing insights to adjust pricing strategies based on market conditions.
• Track daily, weekly, and monthly financial performance, ensuring the hotel is meeting or exceeding revenue targets.
• Assist in controlling operational costs by managing inventory, reducing waste, and streamlining processes.

Sales & Marketing Support:

• Work closely with the sales team to identify opportunities to drive group bookings, events, and business partnerships.
• Collaborate with the marketing team to promote special offers, events, and seasonal packages.
• Attend industry events, networking opportunities, and community gatherings to build relationships and enhance the hotel’s visibility.
• Assist with property tours, client meetings, and presentations as needed to support the sales team.

Health & Safety Compliance:

• Ensure that all health and safety protocols, fire regulations, and industry standards are adhered to across the hotel.
• Conduct regular safety audits and inspections to identify and address any potential hazards or compliance issues.
• Lead the hotel’s emergency response team, ensuring that staff is trained in emergency procedures and that systems are in place to respond to incidents effectively.

Support for General Manager:

• Serve as the General Manager’s second-in-command, acting in their place when they are absent or unavailable.
• Participate in long-term planning and strategy discussions to improve the hotel’s performance and achieve company goals.
• Represent the hotel in meetings, conferences, and events when necessary.

Qualifications and Skills:

Education:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred.
• Equivalent experience in hotel management may be considered.

Experience:

• Minimum of 3-5 years of hospitality experience, with at least 2 years in a managerial or supervisory role.
• Proven track record in successfully managing hotel operations, staff, and guest services.
• Strong understanding of hotel financials, budgeting, and cost controls.

Skills:

• Strong leadership, decision-making, and problem-solving skills.
• Excellent communication and interpersonal skills, with the ability to interact professionally with guests, staff, and management.
• Financial acumen, with the ability to analyze reports, track performance, and manage budgets.
• Proficiency in hotel management software, such as property management systems (PMS) and Microsoft Office Suite.
• Strong organizational and multitasking abilities, with attention to detail.

Physical Requirements:

• Ability to stand and walk for long periods, move throughout the property, and perform occasional lifting or carrying (up to 25 lbs).
• Flexibility to work nights, weekends, and holidays as needed to oversee operations.
• Ability to respond to emergencies and work in a fast-paced environment.

Work Environment:

• Dynamic, fast-paced hotel environment requiring adaptability and effective multitasking.
• Collaborative workplace with frequent communication between departments.
• Occasional meetings, events, and inspections that may require off-site attendance or working non-traditional hours.

Opportunities for Growth:

Encore Hospitality is committed to fostering the growth and development of its team. The Assistant General Manager position offers the opportunity to advance into a General Manager role or other senior leadership positions within the company.

How to Apply:

Interested candidates should submit their resume and a cover letter detailing their qualifications and vision for operational excellence at Encore Hospitality to LinkedIn or apply through Encore Hospitality’s Career Portal.

Encore Hospitality is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees.

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