Assistant General Manager

The Assistant General Manager (AGM) at Embassy Suites Gulf Shores Beach Resort is responsible for overseeing the day-to-day operations of the Front Desk, Housekeeping, Engineering, and Food & Beverage departments. The AGM is committed to providing exceptional guest service while ensuring a clean, safe, and welcoming environment. This role involves managing operational efficiency, maximizing service levels, controlling expenses, and ensuring compliance with company policies and standards. The AGM will also support the front-of-house operations, assisting in staffing, training, and monitoring departmental performance.

Key Responsibilities:

1. Guest Service & Satisfaction:
   
   • Respond promptly and professionally to all guest requests, complaints, and accidents, whether presented at the Front Desk, through reservations, comment cards, letters, or phone calls.
   • Investigate and resolve issues, ensuring guest satisfaction by following up to ensure resolution and continual improvement.
   • Handle special requests, VIP guests, and emergency situations to ensure an exceptional experience for all guests.
2. Revenue & Occupancy Management:
   
   • Review daily room revenue and occupancy reports to maximize revenue and occupancy rates.
   • Monitor and analyze variances, track the daily house count, and manage the credit card report to ensure smooth operations.
   • Work with the General Manager to optimize pricing strategies and implement revenue management tactics.
3. Team Management & Scheduling:
   
   • Prepare and manage team member schedules in accordance with the business forecast, payroll budget guidelines, and productivity requirements.
   • Ensure proper staffing levels across all departments, ensuring high performance while maintaining labor cost controls.
   • Provide leadership and support to staff, promoting a positive work culture and high team morale.
   • Assist with the recruitment, interviewing, hiring, and training of new team members to maintain staffing levels and high-quality service standards.
4. Front Office Operations:
   
   • Oversee all aspects of the front office system, including software maintenance, report generation, and system analysis.
   • Ensure efficient check-in/check-out processes, accurate billing, and effective guest communication.
   • Assist with the coordination of guest services across departments to ensure seamless guest experiences.
5. Safety & Compliance:
   
   • Be knowledgeable about the hotel's accident prevention program, safety committee initiatives, and the communication of safety standards.
   • Conduct department meetings to educate staff on safety procedures, accident prevention, and emergency protocols.
   • Investigate, report, and follow up on all employee and guest accidents, ensuring proper documentation and corrective actions are taken.
   • Enforce and maintain safety standards to prevent accidents and promote a safe environment for guests and employees.
6. Financial Oversight:
   
   • Assist in monitoring and controlling departmental expenses, ensuring alignment with budgeted guidelines and company standards.
   • Work with department heads to achieve operational goals, enhance service quality, and drive efficiency.
   • Prepare reports and assist with financial analysis, identifying opportunities to reduce costs and improve profitability.
7. Operational Support:
   
   • Provide on-site leadership and support for the Front Desk, Housekeeping, Engineering, and Food & Beverage departments, ensuring smooth and effective operations.
   • Troubleshoot issues, resolve conflicts, and provide guidance to department managers and team members as needed.
   • Assist the General Manager in strategic planning, decision-making, and operational initiatives.
8. Other Duties:
   
   • Perform additional responsibilities as requested by the General Manager to support the overall operation and success of the resort.
   • Ensure that all policies, procedures, and brand standards are adhered to at all times.

Qualifications:

• Previous experience in hotel or resort management, with a focus on front office operations, guest service, and departmental oversight.
• Strong leadership, communication, and interpersonal skills.
• Ability to analyze financial reports, manage budgets, and drive operational improvements.
• Knowledge of safety regulations, accident prevention programs, and hotel management systems.
• Proficiency with hotel management software and Microsoft Office applications.
• Ability to work under pressure, manage multiple priorities, and provide solutions in a fast-paced environment.
• Flexible schedule, including weekends, holidays, and evening shifts as required.

The Assistant General Manager plays a vital role in ensuring the overall success of the resort, driving guest satisfaction, optimizing operational performance, and supporting the General Manager in strategic initiatives. This is a leadership position requiring strong organizational skills, excellent guest service abilities, and a commitment to achieving hotel goals.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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