Hotel Operations Leader: Guest Experience & Growth

Hampton Inn Albany - Western Ave/University Area; City of Albany (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

Hampton Inn Albany - Western Ave/University Area is seeking an experienced Hotel Assistant General Manager to support the General Manager in daily operations, drive guest satisfaction, and ensure profitability. The AGM will lead, coach, and model standards, while overseeing staff performance and adherence to company policies.

Responsibilities include scheduling, budgeting, labor cost management, customer service excellence, staff development, and collaborating with sales and community partners

Qualifications

• High school diploma required; Bachelor's degree preferred.
• 2-5+ years of supervisory or management experience.
• Strong leadership, communication, and problem-solving skills.
• Proficiency with Microsoft Office and PMS/DM systems.

Responsibilities

• Assist in managing daily business operations and ensuring smooth workflow.
• Monitor operational standards, policies, and procedures.
• Ensure compliance with company policies, safety regulations, and local laws.
• Resolve operational issues and customer concerns promptly.
• Recruit, train, coach, and develop team members.
• Assist in scheduling staff and managing labor costs.
• Conduct employee performance evaluations and provide feedback.
• Foster a positive and productive work environment.
• Ensure exceptional customer service and guest satisfaction.
• Handle escalated customer complaints and service recovery situations.
• Monitor customer feedback and implement improvements.
• Support budgeting, forecasting, and financial planning activities.
• Monitor expenses, payroll, and operating costs.
• Analyze sales and performance reports to identify opportunities for growth.
• Assist in achieving revenue and profitability targets.
• Support sales initiatives and local marketing efforts.
• Build and maintain relationships with customers, clients, and community partners.
• Identify opportunities to increase revenue and improve operational efficiency.
• Ensure proper maintenance of facilities, equipment, and company assets.
• Monitor stock control and reduce waste.

Skills

Leadership

Team development

Communication

Problem solving

Flexibility

Education

High school diploma

Bachelor's degree in Business or Hospitality

Tools

Microsoft Office

Property/Business management systems

Job description

Hampton Inn Albany - Western Ave/University Area is seeking an experienced Hotel Assistant General Manager to support the General Manager in daily operations, drive guest satisfaction, and ensure profitability. The AGM will lead, coach, and model standards, while overseeing staff performance and adherence to company policies.

Responsibilities include scheduling, budgeting, labor cost management, customer service excellence, staff development, and collaborating with sales and community partners