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.

• 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.

• 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.

• 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.

• 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.