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The Assistant General Manager supports the General Manager in overseeing all aspects of hotel operations, ensuring exceptional guest experiences, strong financial performance, and adherence to Hilton brand standards. This role serves as a key leader on the executive team, driving operational excellence across multiple departments.
The AGM is responsible for maintaining a high level of guest satisfaction, fostering a positive team culture, and ensuring compliance with company policies, safety regulations, and service standards. This individual acts as the General Manager in their absence and plays a critical role in executing strategic initiatives, managing day-to-day operations, and developing department leaders.
Key Responsibilities
• Oversee daily hotel operations to ensure service quality, efficiency, and brand compliance across all departments.
• Lead, coach, and develop department heads and team members to achieve performance goals and maintain Hilton service standards.
• Monitor guest feedback (e.g., Stay Experience scores, online reviews) and implement continuous improvement initiatives.
• Assist in managing financial performance, including budgeting, forecasting, cost control, and revenue optimization.
• Ensure compliance with Hilton policies, local regulations, safety standards, and labor laws.
• Collaborate with Sales and Marketing to drive occupancy, group business, and revenue growth.
• Maintain strong visibility with guests and staff, resolving issues promptly and professionally.
• Support recruitment, training, and retention efforts to build a high-performing team.
• Oversee property maintenance and cleanliness standards in coordination with Engineering and Housekeeping.
• Step in as acting General Manager when required.
Qualifications
• 3–5+ years of progressive hotel leadership experience, ideally within a full-service or Hilton-branded property.
• Strong understanding of hotel operations.
• Proven leadership, communication, and team development skills.
• Financial acumen with experience in budgeting and performance management.
• Familiarity with Hilton systems and standards (PEP, Stay Experience, BOSS, Boost, and LightStay) preferred.
• Ability to work flexible hours, including nights, weekends, and holidays.
Key Competencies
• Leadership and team development
• Guest service excellence
• Operational efficiency
• Financial management
• Problem-solving and decision-making
• Brand compliance and quality assurance
Work Environment
This position operates in a fast-paced, guest-focused hotel environment and requires frequent interaction with guests, team members, and corporate partners. The role may involve extended hours, including evenings, weekends, and holidays, depending on business needs.
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