Assistant General Manager

J&P Hospitality Management, LLC in; Middleburg Heights (OH); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player in hospitality is seeking an Assistant General Manager to oversee hotel operations and ensure guest satisfaction. In this pivotal role, you will be the first point of contact for guests during evening shifts, managing check-ins, resolving complaints, and maintaining high standards of service. Your leadership will guide the front desk team, ensuring financial accuracy and compliance with safety protocols. If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, this opportunity is perfect for you.

Qualifications

• Experience in hotel management or customer service roles.
• Ability to handle emergencies and guest complaints effectively.

Responsibilities

• Oversee hotel operations in the absence of the General Manager.
• Manage front desk operations and ensure guest satisfaction.
• Supervise and train staff, ensuring compliance with safety rules.

Skills

Customer Service

Conflict Resolution

Team Management

Financial Monitoring

Education

High School Diploma

Bachelor's Degree in Hospitality Management

Job description

Assistant General Manager (Project Management)

The Assistant General Manager (AGM) acts as an assistant manager in the operation of the hotel. During the evening shift and at all times when the property manager is not present, they have the authority and responsibility to operate the hotel per brand standards and J&P policy. Typically, they direct the work of others, inspect rooms to ensure that every room is rent-ready, check common areas, and maintain a well-organized and effective front desk operation. Taking reservations, selling the property to new guests, and maintaining positive guest relations are major responsibilities.

The AGM is often the first representative of J&P Asset Management that guests meet when arriving after 6 PM. They are the first line of customer service, registering arriving guests, taking payments, assigning rooms, and answering questions about hotel services. They also check out guests, coordinate with housekeeping or maintenance to resolve issues, and perform cleaning and safety duties as needed.

Essential Functions of the Job

• When the General Manager is absent, the AGM is responsible for communicating with guests and resolving complaints.
• Monitor front desk finances, ensure cash drops and deposits are accurate and timely, and close the office at the end of each shift following proper procedures.
• Handle guest incidents, including police activity, guest removal, medical emergencies, fire, and natural disasters.
• Check in guests, manage guest questions, and ensure rooms are rent-ready. Enforce the Master Key policy strictly.
• Conduct a property walk with the general manager at shift start, identify issues, and ensure the safety and security of the property and guests throughout the shift.
• Complete room status reports, welcome calls, review service requests, and verify guest credit at the start of each shift.
• Coordinate with staff to resolve guest-reported issues and respond to emergencies.
• Supervise, train, and schedule staff daily, ensuring PPE compliance and safety rules are followed.
• Participate in hiring processes, conduct interviews, complete paperwork, and oversee new employee training.

J&P Hospitality/Asset Management is an equal opportunity employer and does not discriminate based on race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability, or veteran status.