Hotel Operations Leader: Guest Experience & Growth

Home2 Suites by Hilton; Town of Queensbury (NY); On-site; USD 70,000 - 110,000; Full time

Job summary

Home2 Suites by Hilton Queensbury Lake George is seeking an experienced Assistant General Manager to support the General Manager in daily hotel operations, drive guest satisfaction, and manage financial performance.

You will lead front desk, housekeeping, breakfast, and maintenance teams, coach staff, monitor standards, and ensure compliance with Hilton brand guidelines while delivering exceptional guest experiences.

Qualifications

• High school diploma required; Bachelor's degree in Business, Hospitality, or related field preferred.
• 2-5+ years of supervisory or management experience.
• Strong leadership and team development skills.
• Excellent communication and interpersonal abilities.
• Proficiency in Microsoft Office and property/business management systems.

Responsibilities

• Assist in managing daily 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.
• Oversee and support Front Desk, Housekeeping, Breakfast, and Maintenance operations to ensure consistency and accountability across all departments.
• Serve as the Manager on Duty when needed and make sound operational decisions in the absence of the General Manager.
• Ensure compliance with Hilton and Matrix brand standards, quality assurance requirements, and expectations.
• Monitor Hilton guest satisfaction scores, online reviews, and guest feedback, implementing action plans to improve results.
• 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

Communication

MS Office

Property management systems

Education

Bachelor's degree in Business, Hospitality, or related field

Tools

Microsoft Office

Property management systems

Job description

Home2 Suites by Hilton Queensbury Lake George is seeking an experienced Assistant General Manager to support the General Manager in daily hotel operations, drive guest satisfaction, and manage financial performance.

You will lead front desk, housekeeping, breakfast, and maintenance teams, coach staff, monitor standards, and ensure compliance with Hilton brand guidelines while delivering exceptional guest experiences.