ASSISTANT GENERAL MANAGER
POSITION SUMMARY
The Hotel Assistant Manager supports in the day-to-day operation of the hotel, ensuring a high standard of guest service, cleanliness, safety, and operational efficiency.
This is a hands-on position in which the Assistant Manager is expected to lead by example, assist employees with operational issues, respond to guest concerns, and ensure hotel policies and procedures are consistently followed.
The Assistant Manager will assist in supervising Front Desk and Housekeeping operations and will assume responsibility for the hotel in the absence of the General Manager.
KEY RESPONSIBILITIES
1. Daily Hotel Operations
· Ensure all departments are operating efficiently and according to established standards.
· Conduct regular inspections of guest rooms, public areas, and hotel facilities.
· Monitor hotel appearance, cleanliness, maintenance, and overall presentation.
· Ensure operational procedures and company policies are consistently followed.
· Monitor occupancy, arrivals, departures, and special guest requirements.
· Assist with maintaining appropriate staffing levels based on hotel occupancy and business needs.
2. Guest Service
· Provide a high level of professional and courteous service to all guests.
· Respond promptly and professionally to guest complaints, concerns, and requests.
· Resolve guest issues within established guidelines and escalate significant matters to the VP of Operations
· Follow up on guest concerns to ensure satisfactory resolution.
· Promote a positive guest experience and maintain the hotel’s service standards.
· Assist at the Front Desk during busy periods, staff shortages, or other operational requirements.
3. Staff Supervision & Leadership
· Provide day-to-day direction and support to hotel employees.
· Lead by example and maintain a professional, respectful, and positive work environment.
· Assist with employee training, orientation, and onboarding.
· Monitor employee performance and provide coaching and feedback when required.
· Ensure employees follow hotel policies, procedures, and safety standards.
· Address attendance, punctuality, performance, and conduct issues appropriately.
· Recognize employees who demonstrate excellent performance and guest service.
· Assist with performance reviews and disciplinary documentation when required.
4. Front Desk Operations
· Supervise and support Front Desk operations to ensure efficient check-in and check-out procedures.
· Ensure accurate handling of reservations, room assignments, payments, and guest accounts.
· Monitor cash handling and ensure proper procedures are followed.
· Assist with resolving reservation and billing issues.
· Ensure accurate communication between the Front Desk, Housekeeping, and Maintenance departments.
· Review shift reports and identify discrepancies or issues requiring follow-up.
5. Housekeeping & Hotel Cleanliness
· Work closely with the Housekeeping Supervisor to maintain required cleanliness standards.
· Conduct regular inspections of guest rooms and public areas.
· Ensure rooms are properly cleaned, maintained, and ready for arriving guests.
· Follow up on guest room deficiencies and ensure corrective action is taken.
· Monitor housekeeping productivity and staffing levels.
· Ensure lost and found procedures are properly followed.
6. Maintenance & Safety
· Report and follow up on maintenance issues affecting guest rooms or hotel facilities.
· Work with maintenance staff and outside contractors to ensure repairs are completed promptly.
· Monitor hotel safety and security procedures.
· Ensure workplace and hotel safety policies are followed.
· Report accidents, incidents, hazards, or security concerns to the General Manager.
· Assist with emergency procedures and ensure employees understand their responsibilities.
7. Administration
· Assist with daily, weekly, and monthly operational reports.
· Review departmental paperwork and ensure required documentation is completed accurately.
· Assist with inventory control and ordering of operating supplies.
· Monitor costs and minimize unnecessary expenses while maintaining service standards.
· Assist with payroll information, timekeeping, and scheduling as required.
· Maintain confidentiality of employee, guest, and company information.
8. Sales & Revenue Support
· Maintain positive relationships with corporate accounts, local businesses, and repeat guests.
· Assist with group bookings, corporate accounts, and special requests as required.
· Be aware of occupancy levels, room rates, and current hotel promotions.
· Encourage additional revenue opportunities where appropriate.
9. Manager on Duty
· Take responsibility for the hotel’s operations during the assigned shift.
· Make appropriate operational decisions.
· Respond to emergencies, guest complaints, staffing issues, and other unexpected situations.
· Ensure appropriate communication and documentation for matters requiring follow-up by management.
QUALIFICATIONS
· Previous hotel or hospitality management/supervisory experience preferred.
· Previous Front Desk, Guest Services, Housekeeping, or hotel operations experience required.
· Strong customer service and communication skills.
· Excellent organizational and problem-solving abilities.
· Ability to supervise, motivate, and coach employees.
· Ability to work independently and make sound decisions.
· Strong attention to detail.
· Proficient computer skills and familiarity with hotel property-management systems.
· Ability to handle confidential information professionally.
· Ability to remain calm and professional in stressful situations.
WORKING CONDITIONS
· Must be available to work a flexible schedule, including evenings, weekends, and holidays as required.
· May be required to work a variety of shifts based on hotel occupancy and operational requirements.
· This is a hands-on management position and may require assisting with Front Desk, guest service, housekeeping, or other hotel duties when necessary.
· May be required to stand and walk for extended periods and occasionally lift or move items associated with hotel operations.
Job Type: Full-time
Pay: $50,000.00-$55,000.00 per year
Benefits:
- Dental care
- Extended health care
- Life insurance
- Paid time off
Flexible language requirement:
Ability to commute/relocate:
- Bathurst, NB E2A 2Z9: reliably commute or plan to relocate before starting work (required)
Experience:
- Hotel Supervisory: 5 years (required)
Work Location: In person
