Assistant General Manager

SUMMARY:
The Assistant General Manager (AGM) is responsible for supporting the General Manager in overseeing the day-to-day operations of a luxury hotel, ensuring exceptional guest experiences, operational efficiency, and financial performance. The AGM will lead departmental teams, maintain five-star service standards, drive staff development, and ensure the property consistently meets its operational and business objectives.
 
Key Responsibilities
Operational Management

• Support the General Manager in the overall management of hotel operations.
• Oversee the daily activities of all operational departments, including Front Office, Housekeeping, Food & Beverage, Maintenance, Reservations, and Guest Services.
• Ensure all departments consistently deliver exceptional guest experiences.
• Monitor service delivery and implement continuous improvements.
• Conduct daily operational meetings and departmental briefings.
• Act as the Manager on Duty (MOD) as required.

• Ensure guests receive personalized, professional, and memorable service.
• Resolve guest complaints promptly and effectively.
• Build strong relationships with VIP guests, repeat guests, and corporate clients.
• Monitor online reviews and guest feedback to improve service standards.
• Ensure luxury hospitality standards are consistently maintained.

• Assist in preparing and managing departmental budgets.
• Monitor revenue, expenses, and profitability.
• Identify opportunities to improve operational efficiency and reduce costs.
• Ensure stock, purchasing, and expenditure are properly controlled.
• Assist with forecasting and financial reporting.

• Lead, motivate, and mentor department managers and supervisors.
• Conduct performance evaluations and regular coaching sessions.
• Ensure staff receive ongoing training and development.
• Promote a positive workplace culture focused on teamwork and accountability.
• Assist with recruitment, onboarding, and succession planning.

• Support revenue optimisation strategies.
• Work closely with Sales and Marketing to maximise occupancy and revenue.
• Assist in developing promotional initiatives and guest packages.
• Build and maintain relationships with travel agents, tour operators, and corporate clients.

• Ensure compliance with luxury hotel brand standards.
• Conduct regular quality assurance inspections.
• Monitor housekeeping, maintenance, food quality, and service standards.
• Ensure all Standard Operating Procedures (SOPs) are followed.

• Ensure compliance with Occupational Health and Safety regulations.
• Maintain food safety and hygiene standards where applicable.
• Ensure fire safety and emergency procedures are implemented.
• Monitor security procedures to ensure guest and staff safety.

• Prepare operational reports for the General Manager.
• Analyse departmental performance and identify improvement opportunities.
• Monitor staffing levels and productivity.
• Ensure hotel policies and procedures are consistently followed.

• Guest satisfaction scores.
• Occupancy and revenue performance.
• Departmental profitability.
• Employee engagement and retention.
• Service quality and online reputation.
• Compliance with brand standards.
• Budget adherence.
• Operational efficiency.
• Staff productivity.
• Health and safety compliance.

POSITION INFO:
Minimum Qualifications Diploma or Degree in Hospitality Management, Hotel Management, Business Management, or a related field. Experience Minimum 5-8 years' experience in luxury hospitality. At least 2-3 years' experience in a senior management role such as Operations Manager, Rooms Division Manager, Food & Beverage Manager, or Assistant General Manager. Previous experience within a 4-star or 5-star hotel is essential. Experience working with international guests and luxury service standards is highly advantageous. Knowledge & Skills Strong understanding of all hotel operational departments. Excellent financial management and budgeting skills. Knowledge of revenue management principles. Experience with hotel Property Management Systems (PMS) such as Opera, Protel, or similar. Strong leadership and people management skills. Excellent conflict resolution and problem-solving abilities. Strong organisational and time management skills. Excellent communication and interpersonal skills. Computer proficiency, including Microsoft Office Suite. Knowledge of South African labour legislation and health and safety regulations. Personal Attributes Professional and well-presented. Strong leadership presence with the ability to inspire teams. Exceptional customer service orientation. High level of integrity and accountability. Results-driven with excellent attention to detail. Calm and decisive under pressure. Flexible and adaptable in a fast-paced environment. Passion for luxury hospitality and guest satisfaction. Strong business acumen and commercial awareness. Working Conditions Based in Hermanus, Western Cape. Live-out position (unless otherwise specified). Flexible working hours, including weekends, evenings, and public holidays. May be required to work extended hours during peak trading periods. Frequent interaction with guests, staff, suppliers, and stakeholders.