Hotel AGM: Guest Experience & Operations Lead

Kaizen Lab Inc.; West Palm Beach (FL); On-site; USD 75,000 - 110,000; Full time

Job summary

Kaizen Lab Inc. in West Palm Beach, FL is seeking an Assistant General Manager to oversee guest service operations and support the General Manager in delivering outstanding service and efficient hotel operations.

The AGM will lead front desk teams, manage performance, conduct training, and ensure brand standards while staying highly visible and engaged with guests and staff to drive satisfaction and business results.

Qualifications

• Exceptional Customer Service expected for guests and team members.
• Business & Financial Skill in managing guest transactions, financial reporting, cash management, account reconciliation, and confidential data.
• Coach & Trainer leading team members to success and helping deliver memorable guest experiences throughout the hotel.
• Premium Brand Experience with a proven track record in management and leadership of teams.

Responsibilities

• Ensure compliance with brand standard operating procedures and all company policies.
• Plan, organize, facilitate and participate in team member and department manager meetings.
• Develop and implement plans that improve guest and team member satisfaction.
• Monitor and develop team member performance, providing supervision and training development, conducting counseling and evaluations and delivering recognition and rewards.
• Oversee service quality, operational efficiency, guest satisfaction, standards compliance and service and financial measurement.
• Assist in identifying operational performance, productivity, and efficiency gaps and implementing measures to correct those deficiencies.
• Serve and act as General Manager in his or her absence.
• Ensure customer service, technical skill, and brand mandated training occurs throughout the property to support successful daily operations.
• Establish a presence with team members on the property and actively solicits team member feedback. Utilizes an “open door” policy and reviews team member engagement results to identify and address team member problems or concerns.
• Foster team member commitment to providing exceptional service, participates in daily stand‑up meetings and model desired service behaviors in all interactions with guests and team members.
• Highly visible and interact with customers on a regular basis to obtain feedback on the quality of the product, service levels, and overall satisfaction.
• Observe service behaviors of team members and provide feedback to individuals and supervisors. Continuously strive to improve service performance.
• Review comment cards, guest survey results and other data to identify areas of improvement. Review both positive and negative findings with the hotel team and ensure appropriate action is taken when needed.
• Ensure policies are administered fairly and consistently, and that team member performance is evaluated and recognized where appropriate.
• Interview, hire and initial training for all Front Desk team associates.
• Ongoing training and support for all associates and ensure performance in accordance with hotel brand and company standards.
• Conduct group training in classroom sessions and hands‑on training while assisting with Front Desk operations.
• Ongoing review of staff to ensure adherence to established policies and procedures.
• Respond to inquiries concerning hotel policies and service.
• Enforce all cash handling and credit card policies, verify banks and deposits at the end of each shift.
• Review daily front office work and reports generated by Night Audit.
• Perform technical and administrative duties, including, but not limited to; Profit and Loss Statements, Rewards Reimbursement, Accounts Receivable, Credit Account Reconciliation and Payroll.

Skills

Exceptional Customer Service

Team Leadership

Communication

Performance Management

Training & Coaching

Job description

Kaizen Lab Inc. in West Palm Beach, FL is seeking an Assistant General Manager to oversee guest service operations and support the General Manager in delivering outstanding service and efficient hotel operations.

The AGM will lead front desk teams, manage performance, conduct training, and ensure brand standards while staying highly visible and engaged with guests and staff to drive satisfaction and business results.