Assistant General Manager

Description

Hilton Garden Inn Austin Downtown 

The Assistant General Manager (AGM) is a key member of the hotel's leadership team and serves as the General Manager's strategic partner in delivering exceptional guest experiences, operational excellence, and financial performance. The AGM provides daily leadership across hotel operations, ensuring brand standards are consistently met while fostering a culture of accountability, teamwork, and service.

This role is responsible for developing leaders, improving operational efficiencies, driving guest satisfaction, managing expenses, and supporting revenue growth. In the absence of the General Manager, the AGM assumes full responsibility for the hotel's operations.

Education & Experience

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
• Minimum of 3–5 years of progressive hotel leadership experience with increasing operational responsibility.
• Previous experience as an Assistant General Manager, Operations Manager, Front Office Manager, Rooms Division Manager, or Food & Beverage Manager preferred.
• Hilton experience strongly preferred.
• Full-service hotel experience preferred.

Physical requirements:

•  Long hours sometimes required. Typically a 50 hour workweek.
•  Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. 
•  Ability to stand during entire shift. 

Mental requirements:

•  Must be able to evaluate and select among alternative courses of action quickly and accurately. 
•  Must work well in stressful, high-pressure situations. 
•  Must maintain composure and objectivity under pressure. 
•  Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary. 
•  Must have the ability to assimilate complex information, data, etc. from disparate sources and consider, adjust, or modify to meet the constraints of the particular need. 
•  Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by coworkers and guests. 
•  Must be able to work with and understand financial information and data, and basic arithmetic functions. 
•  Must be able to convey information and ideas clearly.

Requirements

 Leadership & Operations

• Serve as the acting General Manager when required, overseeing all hotel operations.
• Lead daily operations across Front Office, Housekeeping, Food & Beverage, Engineering, and other operating departments.
• Conduct daily property walks to ensure cleanliness, safety, maintenance, and Hilton brand standards are consistently achieved.
• Ensure all departments execute standard operating procedures and company initiatives.
• Lead Manager on Duty (MOD) shifts while maintaining a visible presence throughout the hotel.
• Respond promptly and professionally to guest concerns, service recovery opportunities, and operational issues.

Guest Experience

• Champion a guest-first culture that consistently delivers exceptional hospitality.
• Monitor guest satisfaction metrics including SALT, online reputation scores, guest surveys, and review platforms.
• Identify trends and implement action plans that improve guest satisfaction and loyalty.
• Personally engage with guests and VIPs to ensure memorable experiences.

Financial Performance

• Assist in achieving all revenue, profitability, labor, and expense goals.
• Analyze financial statements, labor reports, payroll, occupancy, ADR, RevPAR, and departmental productivity.
• Utilize Hotel Effectiveness and other labor management tools to optimize scheduling while maintaining service levels.
• Monitor purchasing, inventory controls, and departmental expenses to maximize profitability.
• Support revenue management strategies by working closely with Sales and Revenue Management teams.

People Leadership

• Recruit, coach, develop, and retain high-performing team members.
• Conduct regular one-on-one meetings with department leaders.
• Hold leaders accountable through performance coaching, goal setting, and consistent follow-up.
• Foster an inclusive, engaging, and respectful workplace culture aligned with Avion Hospitality's values.
• Support succession planning and leadership development initiatives.

Quality & Compliance

• Ensure compliance with Hilton brand standards, safety requirements, health regulations, and company policies.
• Participate in Hilton QA inspections and internal operational audits.
• Maintain a safe environment for guests and associates by promoting workplace safety and risk management practices.
• Ensure compliance with employment laws, wage and hour regulations, and company policies.

Sales & Community Engagement

• Partner with the Sales team to maximize occupancy and revenue opportunities.
• Build relationships within the local community to promote the hotel and support recruiting efforts.
• Participate in networking events, community outreach, and local business partnerships.

Continuous Improvement

• Identify operational opportunities that improve efficiency, profitability, and the guest experience.
• Lead special projects and hotel initiatives assigned by the General Manager or Regional Leadership.
• Encourage innovation and continuous improvement across all departments.