Job Description
Assistant General Manager (AGM) / Assistant GM – Operations
The Assistant General Manager (AGM) supports the General Manager in the overall leadership and daily operation of the hotel, working closely with department leaders to ensure exceptional guest experiences, operational consistency, and strong brand standards. This role places a strong emphasis on Guest Services and Housekeeping operations, while also providing support to Food & Beverage during the hotel’s complimentary service hours. The position is highly hands-on, with active engagement with both guests and associates to ensure an elevated, consistent service experience throughout the property.
This role is ideal for a hospitality leader who is visible, accessible, and engaged in the day-to-day guest experience while driving operational excellence and team performance.
Key Responsibilities
- Support the General Manager in daily hotel operations and leadership activities
- Partner closely with department leaders to ensure smooth and consistent operational execution
- Lead with a primary focus on Guest Services and Housekeeping performance, standards, and guest experience
- Provide support to Food & Beverage operations during hotel complimentary service hours
- Maintain a strong hands-on presence throughout the hotel with active engagement of guests and associates
- Drive exceptional guest experiences through proactive service, recognition, and real-time service recovery
- Support coaching, training, and development of team members across departments
- Assist with staffing oversight, scheduling coordination, and labor management
- Monitor guest satisfaction metrics and implement improvement actions as needed
- Conduct regular property walks to ensure cleanliness, safety, and brand compliance standards are met
- Strengthen communication and coordination between departments to ensure seamless guest experiences
- Assist with operational reporting, compliance, and quality assurance initiatives
- Support special events, group arrivals, and high-occupancy operational periods
- Foster a positive, service-driven culture focused on accountability and teamwork
Qualifications
- Prior hotel leadership or supervisory experience required; AGM or operations leadership preferred
- Strong hands-on leadership style with a visible presence in daily operations
- Excellent communication, problem-solving, and team development skills
- Strong focus on guest service excellence and operational detail
- Ability to work flexible schedules including evenings, weekends, and holidays
- Experience with Hilton systems and Embassy Suites operations preferred
- Proven ability to lead in a fast-paced, guest-facing environment
Leadership & Development Focus
- Direct partnership with the General Manager on operational strategy and execution
- Exposure to ownership reporting, budgeting, and performance management
- Development pathway toward General Manager opportunities
- Opportunity to directly influence guest service culture and operational excellence across the property