Assistant General Manager

Clear Destination Inc.; Charlotte, Northern (NC, KY); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Clear Destination Inc. in Charlotte Steele Creek NC Hampton is hiring an Assistant General Manager to lead daily hotel operations, guest services, and staff performance. The role focuses on cleanliness, hospitality, and brand standards across front- and back-of-house areas.

You will supervise guest relations, housekeeping, maintenance, and F&B coordination, driving team collaboration and service excellence in a fast-paced hotel setting. Strong managerial and hospitality background is required.

Qualifications

• Must have a positive attitude and willingness to learn.
• Ability to understand and follow established guidelines and procedures.
• Must be able to evaluate and select among alternative actions quickly and accurately.
• Must work well in stressful, high-pressured situations and maintain composure.
• Effective listening and conflict resolution to address guest and staff concerns.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Attention to detail and ability to meet deadlines.
• Proficiency in Windows OS, spreadsheets, and word processing.
• Clear, professional communication with guests and team members.
• Leads team members to always provide friendly service with a smile to guests.
• Certifications and Driver's License may be required at select properties.
• Basic market knowledge and flexible schedule; 18+ years old.

Responsibilities

• Daily supervision of guest rooms and public spaces to ensure friendly service and cleanliness.
• Provide one-on-one training to new team members on service and checklist expectations.
• Oversee shift management and ensure guest needs are met during peak times.
• Supervise check-in/check-out and meal periods (breakfast/dinner).
• Foster a culture of happy team members and guests.
• Verify daily room inspections and adherence to cleanliness standards.
• Assist in inventory counts as dictated by General Manager.
• Support onboarding of new team members with friendly service focus.
• Review previous day time clock punches for accuracy.
• Oversee daily and night audits and reporting on the brand's platform.
• Ensure purchases follow PO process and vendor compliance.
• Sign off on invoices and manage accruals as needed.
• Oversee quality assurance and brand standards audits.
• Ensure fire/life safety inspections are current and deficiencies are corrected.
• Escalate service or delivery failures as needed.
• Confirm preventative maintenance tasks are performed and checked.
• Monitor work schedules and adjust shifts as required.
• Cover department head positions when necessary.

Skills

Can-Do Attitude

Follow Guidelines

Evaluation and Decision-Making

Handle Pace and Pressure

Listening and Conflict Resolution

Financial Skills

Attention to Detail

Technology Proficiency

Communication Skills

Hospitality and Guest Service

Technical Knowledge of Hotel Ops

Driver's License

Age 18+

Schedule & Travel Flexibility

Education

Bachelor’s or Associate’s Degree Preferred

Job description

Charlotte Steele Creek NC Hampton is hiring!

SECTION ONE: MCR Universal Role Standards

EXECUTIVE SUMMARY

CLEANLINESS and FRIENDLINESS!

The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

AREAS OF EXCELLENCE

• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

Duties and Expectations

1. Happy Guests

• Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile.
• Name Use: Use the guests’ names whenever possible, ensuring they feel properly welcomed.
• Guest Satisfaction: All Team Members work together to contribute to great guest satisfaction scores.
• Recovery: Ability to handle challenging guest situations with hospitality and a sense of urgency.
• Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities.
• Events: Awareness and support for all groups and events at the hotel.
• Technology: Understanding of relevant technology for each role.
• Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting.

2. Spotless Cleanliness

• Sparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized.
• Pitching In: Cleanliness is a team effort! Everyone may expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
• Hospitality While Cleaning: Always greet every guest happily with a smile, by name if possible, while cleaning.

3. Product Consistency & Quality

• Checklists to 100% Accuracy: All operational checklists are completed accurately and at the designated times, every shift.
• Shift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication.

• Flawless Uniform: All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.

4. Teamwork

• Communication: Communication between Team Members should be clear, honest, and professional.
• Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
• Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.

SECTION TWO: Assistant General Manager, Role Specific Duties and Expectations

Other Duties and Responsibilities

• Daily Supervision: Daily walks must be conducted including guest rooms and public spaces to ensure friendly service, cleanliness and testing of mechanical equipment to ensure all pieces are in working order. Verify that all rooms are inspected daily, confirm adherence to all cleanliness standards noted on the room inspection checklist.
• Training: Provides one-on-one training to new incoming team members on service and checklist expectations.
• Shift Management: Verify that Guest Service team members are actively providing friendly service and happily confirm that all guest needs are met.
• Check-in/Check-out: Greet guests with a smile and provide supervision during peak check in and check out times as well meal periods including breakfast and/or dinner.
• Culture Building: Fosters an environment of happy team members and happy guests.
• Room Inspections: Verify that all rooms are inspected daily, confirm adherence to all cleanliness standards noted on the room inspection checklist.
• Inventory Management: Assist in completing required inventory counts, as dictated by the General Manager.
• Onboarding Support: Aid in the process of onboarding of new incoming team members to provide friendly service and ensure all processes noted on the onboarding checklist for a new hire are adhered to.
• Time Clock Oversight: Support the General Manager in completing a review of previous day team member time clock punches in accordance with the policy.
• Auditing: All Daily Summary and Night Audit processes should be completed in accordance with the policy.
• Reporting: Shift handover reports should be started and completed on each shift. Signing off on and uploading the required daily reports to the MCR report storage platform.
• Purchase Order Process: Every purchase should go through the correct purchase order process and all invoices should be submitted through the approved accounts payable system. Every single purchase will be made through MCR approved vendors, only.
• Invoice Signoff: All invoices should always be processed and/or accrued to the proper time period.
• Quality Assurance: Oversee that all brand standards approved by MCR are adhered to in accordance with the brand's Quality Assurance expectations and friendly service. This will include conducting self-audits provided by the brand and making any necessary corrections based on broader audits conducted by the property’s regional vice president.
• Safety: Certify that all fire and life safety inspections are current and/or up to date. All deficiencies should be corrected.
• Escalating Opportunities: Review any service or delivery failures and ensure they are properly escalated.
• Preventative Maintenance: Confirming that preventative maintenance tasks have been performed and checked visually for quality and consistency.
• Adherence to Work Schedules: See that all team members are adhering to their established work schedule. Displace shifts in departments on a weekly basis as determined by the hotel established schedule and in the event of a line level shift call-out.
• Shift Coverage: Expected to cover open department head positions when necessary.

SECTION THREE: Success Metrics

Happy Guests

• Management Performance Ratings
• Guest Satisfaction Scores/Intent to Return

Spotless Cleanliness

• GM/AGM Spot Checks
• Leadership Walk-throughs (RVP, etc.)
• Guest Ratings/Reviews

Product Consistency & Quality

• Checklist Tracking
• Management Performance Ratings
• Guest Ratings

Teamwork

• Management Performance Ratings

SECTION FOUR: Qualifications & Requirements

Qualifications:

• Can-Do Attitude: Must have a positive attitude and willingness to learn.
• Ability to Follow Guidelines: Must be able to understand and follow established guidelines and procedures.
• Evaluation and Decision-Making: Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Handle Pace and Pressure: Must work well in stressful, high-pressue situations and maintain composure and objectivity under pressure.
• Listening, Conflict Resolution: Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests.
• Financial Skills: Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Other Required Skills: Must be attentive to detail and meet deadlines.
• Technology: Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
• Communication Skills: Must be able to convey information and ideas clearly.
• Hospitality and Guest Service: Leads team members to always provide friendly service with a smile to guests.
• Certifications and Licenses: Must meet the legal age to serve alcoholic beverages (at select properties). A valid Driver's License is required.
• Market Knowledge: Basic market knowledge.
• Age Requirement: Must be 18 years of age or older to perform this job.
• Schedule and Travel: Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel.
• Education: Bachelor’s or Associate’s Degree Preferred.
• Work Experience: Previous supervisory experience preferred. Progressive experience in the hospitality, hotel, restaurant, or service industry, including Rooms and Food & Beverage departments preferred.

Physical Working Demands & Working Environment:

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to:

• Stand or remain in a stationary position for long periods of time (3-4 hours at a time).
• Type on and operate computers and other office machinery or devices, do 10-key operation and data entry, dial a telephone, manually manipulate objects, handles, tools, and/or controls.
• Bend, stoop, crouch, lift and transport supplies of up to 25 pounds throughout the hotel, and move throughout the hotel and the rooms.
• Inspect and visually observe details at close range (within a few feet) and from long range.

The noise level in the work environment is usually moderate (phone ringing, and heavy communication between co-workers and customers). Travel may be required.

Language and Reasoning Skills:

• Read, write, understand and communicate with others effectively using the English language.
• Read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals, newspapers, periodicals, journals, and manuals.
• Write routine reports, correspondence, business letters, summaries, and reports in English using prescribed format, and conforming to all rules of punctuation, grammar, diction, and style.
• Ability to speak effectively in English before groups such as customers or employees.
• Read and interpret business records and statistical reports in English.

Note:

Employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. The Employer retains the right to change or assign other duties to this position.

This document does not create an employment contract, implied or otherwise, other than an at-will relationship.