Assistant General Manager

Wilde W A Co; Greater London; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Bonus scheme

Hotel staff discount

Refer-a-friend bonus

Education support

Volunteer days

Employee Assistance Program

Job summary

Wilde Paddington is recruiting a newly created Assistant General Manager to shape guest experience and drive performance across the property. You will gain exposure to every aspect of the business, taking on increasing responsibility for commercial results, financial performance, people leadership and operational excellence, while developing the skills to lead a property of your own.

This pivotal role sits on the General Manager succession pathway, offering a clear path to future property

Qualifications

• Experience leading a complex hotel, aparthotel or similar guest-led operation.
• Experience in a lifestyle asset, blending guest and locals experiences.
• Proven leadership across Front Office, Housekeeping, Maintenance and F&B.
• Strong commercial and financial acumen with P&L, budgeting, forecasting, labour and cost management.
• Experience using performance data to identify issues and drive improvements.
• Proficiency in hotel systems such as Opera PMS, with ability to learn new tech quickly.
• Strong people leadership with ability to develop leaders and high-performing teams.
• Confidence making decisions and taking accountability for outcomes.
• Understanding of guest experience and operational performance.
• Ability to collaborate across property and central teams.
• Adaptability, resilience and a continuous improvement mindset.
• Experience with Lean methodology.
• Flexibility to support the operation as required.

Responsibilities

• Own guest experience performance with consistently high standards across the property.
• Use guest feedback and audits to identify issues and drive improvement.
• Ensure department heads understand and own their impact on the guest.
• Own guest issues and address underlying problems, not just symptoms.
• Create a culture where teams are empowered to improve guest experience.
• Take accountability for agreed P&L areas and overall business performance.
• Collaborate with GM on revenue, profitability, payroll and targets.
• Participate in budgeting, forecasting and performance reviews.
• Understand drivers of performance and take action when off plan.
• Link commercial and financial performance to operations, guest experience and people performance.
• Ensure department budgets and targets are understood and managed.
• Make informed decisions balancing guest experience, team performance and profitability.
• Lead and develop Heads of Department and build a strong leadership team.
• Recruitment, performance, talent development and succession planning.
• Identify future leaders and develop them.
• Lead employee relations with fairness and sound judgement.
• Foster strong relationships across Operations, People, Revenue, Sales, Finance and central teams.
• Create a culture of accountability with clear ownership and results.
• Hold leadership accountability for day-to-day performance, with authority to lead when needed.
• Identify risks early and take action to mitigate.
• Lead through periods of high demand and change.
• Maintain health & safety, fire safety, compliance and risk management standards.
• Ensure leadership continuity when GM is away.

Skills

Hotel leadership

People leadership

Commercial acumen

P&L budgeting

Guest experience

Operational excellence

Team development

Decision making

Adaptability

Lean methodology

Tools

Opera PMS

Snapfix

ReviewPro

OTA extranets

Job description

Welcome to Wilde, a thriving, exciting and rapidly expanding aparthotel operator, making waves across the heart of Europe! With an impressive track record of multiple new aparthotels opening each year, we’re on an unstoppable journey, with exceptional properties across iconic European cities like London, Berlin, Edinburgh, Lisbon and Vienna

Embrace the high-paced, evolving environment with enthusiasm and curiosity. AtWilde, we’re not just an aparthotel group: we’re a diverse and inclusive team that encourages you to bring your unique self to work and make a real impact. Our Irish heritage mixes with local cultures to form new experiences that are unique to each city, and each Wilde.

We’re now hiring a newly created role - Assistant General Manager, at Wilde Paddington, to help shape the Wilde guest experience and drive performance across the property. As an AGM, you’ll gain exposure to every aspect of the business, taking on increasing responsibility for commercial results, financial performance, people leadership, guest satisfaction, and operational excellence, while developing the skills and confidence to lead a property of your own. This is a pivotal role within our General Manager succession pathway and an exceptional opportunity to prepare for your next step into property leadership

Benefits

• Bonus scheme that rewards high performers;- based on our core values and tied to individual property goals
• Discounted rates for overnight stays for you, and your family and friends
• Refer and earn scheme – earn up to £/€550
• Education Support to help you foster new skills
• Volunteer days: 2 paid volunteer days per year
• EAP: Support for you and your family when you need it with our Employee Assistance Program (EAP)

What We Would Love You To Have

• Strong experience leading a complex hotel, aparthotel or similar guest-led lifestyle operation
• Experience in a lifestyle asset, where blending seemeless guest and locals alike
• Proven leadership across multiple departments (Front Office, Housekeeping, Maintenance, F&B)
• Strong commercial and financial acumen, with experience of P&L, budgeting, forecasting, labour and cost management
• Experience using performance data to identify issues, make decisions and improve results
• Proficiency in hotel systems such as Opera PMS, Snapfix, ReviewPro and OTA extranets, along with the ability to quickly learn and adapt to new technologies.
• Strong people leadership, with experience developing leaders and building high-performing teams
• Confidence making decisions and taking accountability for outcomes
• Strong understanding of guest experience and operational performance
• Ability to work effectively across property and central teams
• Adaptability, resilience and a continuous improvement mindset.
• Experience with Lean methodology
• Flexibility to support the operation as required

What You Can Do For Us:

Guest Excellence

• Own guest experience performance, ensuring consistently high standards across the property.
• Use guest feedback, GRI, Brand Standard Audits and other performance measures to identify issues and drive improvement.
• Ensure Heads of Department understand and take accountability for their impact on the guest.
• Take ownership of any guest issues and ensure underlying problems are addressed, not just resolved.
• Create a culture where teams are empowered to make decisions that improve the guest experience.

Commercial Acumen

• Take clear accountability for agreed areas of the property P&L and overall business performance.
• Work with the GM on revenue, profitability, payroll, productivity, cost and operational targets, with defined areas of ownership.
• Play an active role in budgeting, forecasting and property performance reviews.
• Understand what is driving performance and take action when the property is behind plan.
• Connect commercial and financial performance with operational decisions, guest experience and people performance.
• Ensure Heads of Department understand their budgets, targets and commercial responsibilities.
• Make informed decisions that balance guest experience, team performance and profitability.

Culture & Leadership of Others

• Lead and develop Heads of Department, holding them accountable for performance across their areas.
• Build a strong property leadership team with clear ownership and decision-making at the right level.
• Take an active role in recruitment, performance, talent development and succession planning.
• Identify and develop future leaders within the property.
• Lead employee relations matters with fairness, consistency and sound judgement.
• Build strong relationships across Operations, People, Revenue, Sales, Finance and other central teams.
• Create a culture of accountability where people understand both what they own and the results expected of them.

Resilience & Adaptability

• Hold significant day-to-day leadership accountability for the property, making decisions and driving performance in your own right, not simply in the GM’s absence.
• Have the breadth, authority and capability to take full leadership of the property when required.
• Identify emerging operational, commercial, people or guest risks and take action early.
• Lead confidently through periods of high demand, change and competing priorities.
• Ensure strong standards across health & safety, fire safety, compliance and risk management.
• Maintain performance and leadership continuity when the GM is away from the property.

Growth Mindset & Continuous Improvement

• Continuously challenge how the property can perform better across guest, people, commercial and operational measures.
• Use data and insight to identify opportunities and turn them into clear actions.
• Lead improvement initiatives that deliver measurable impact rather than simply implementing process.
• Build strong operating rhythms and accountability across the property leadership team.
• Lead property projects, system rollouts and change initiatives where required.
• Share learning and best practice across the wider Operations team.
• Continue building the breadth of commercial, financial, people and operational leadership required to progress into a future General Manager role

Everything we do is guided by our values: Curiosity, Drive, Kindness, Respect and Collaboration. These values shape how we lead, make decisions, deliver results and create exceptional experiences for our guests and colleagues. We’re looking for leaders who bring these values to life every day.

Candidates must have current and ongoing right to work in the country of the role applied for.