Assistant General Manager

POSITION SUMMARY The Assistant General Manager (AGM) supports the General Manager in overseeing the daily operations of the Hampton Inn \& Suites Irving DFW Airport North. The AGM plays a key leadership role in ensuring exceptional guest service, operational excellence, team member engagement, Hilton brand compliance, safety, and financial performance. This is a highly visible, hands\-on leadership position. The AGM is expected to be actively involved throughout the hotel, supporting the Front Desk, Housekeeping, Breakfast, Maintenance, Shuttle Services, and other operational areas as needed. The AGM serves as the Manager on Duty and assumes responsibility for hotel operations in the General Manager’s absence. ESSENTIAL DUTIES \& RESPONSIBILITIES Hotel Operations \& Leadership * Assist the General Manager with the overall day\-to\-day operation of the hotel. * Serve as Manager on Duty and provide leadership when the General Manager is unavailable. * Maintain a strong leadership presence throughout the property. * Conduct regular property walks to identify operational, cleanliness, maintenance, safety, and guest\-service concerns. * Ensure all departments operate efficiently and in accordance with hotel policies and Hilton brand standards. * Assist with daily operational meetings, shift communication, and departmental follow\-up. * Respond appropriately to operational emergencies and unusual situations. Guest Service \& Satisfaction * Promote a culture of exceptional Hampton hospitality and guest service. * Engage with guests and proactively identify opportunities to improve their experience. * Respond promptly and professionally to guest concerns and service recovery situations. * Follow up on guest complaints and ensure appropriate corrective action is taken. * Monitor guest feedback, online reviews, and internal guest satisfaction results. * Work with department leaders to identify recurring service issues and implement improvements. Front Office Operations * Support and oversee Front Desk and Night Audit operations. * Ensure proper guest check\-in, check\-out, billing, cash\-handling, and reservation procedures are followed. * Assist the Front Desk during periods of high occupancy, heavy arrivals/departures, flight disruptions, or staffing shortages. * Ensure proper handling of guest requests, room assignments, Hilton Honors recognition, and service recovery. * Review shift reports, incidents, cash discrepancies, and operational concerns. * Support airport shuttle operations and ensure reliable guest transportation service. Housekeeping \& Breakfast * Work closely with the Executive Housekeeper to ensure guest rooms and public areas meet Hampton cleanliness standards. * Monitor room readiness and housekeeping productivity, particularly during high\-occupancy periods. * Conduct guest\-room and public\-area inspections as needed. * Support breakfast operations and ensure Hampton breakfast standards, cleanliness, presentation, food safety, and guest service expectations are maintained. * Assist department leaders with resolving staffing or operational challenges. Maintenance, Safety \& Security * Coordinate with the Chief Engineer/Maintenance team regarding guest\-room and property maintenance concerns. * Follow up on out\-of\-order rooms, preventive maintenance, life\-safety items, and urgent repairs. * Ensure safety and security procedures are consistently followed. * Assist with emergency response procedures, incident documentation, accident reports, and follow\-up. * Participate in hotel safety meetings and training. * Report significant maintenance, safety, security, or operational concerns immediately to the General Manager. Team Leadership \& Human Resources * Assist with recruiting, interviewing, onboarding, training, coaching, and development of hotel team members. * Promote a positive, professional, respectful, and accountable workplace culture. * Monitor employee attendance, punctuality, uniform standards, and performance. * Provide coaching and corrective action in accordance with company policies and in coordination with the General Manager. * Assist department managers with scheduling and appropriate staffing levels based on occupancy and business demand. * Encourage teamwork and communication between all hotel departments. * Lead by example and maintain professional conduct at all times. Financial \& Business Performance * Assist the General Manager in controlling hotel operating expenses and departmental labor costs. * Monitor staffing and scheduling in relation to occupancy, forecast, and business levels. * Assist with reviewing daily hotel performance, occupancy, ADR, RevPAR, revenue, and other key performance indicators. * Help identify opportunities to improve revenue, productivity, cost control, and profitability. * Assist with inventory control, purchasing, receiving, and expense management. * Support the General Manager with budgeting and operational forecasting as requested. Hilton Brand Standards \& Quality Assurance * Maintain a strong understanding of Hampton by Hilton brand standards. * Assist with preparing the property for Hilton Quality Assurance inspections and other company audits. * Ensure deficiencies identified during inspections are addressed promptly. * Support required Hilton training and brand initiatives. * Reinforce Hampton culture, service standards, cleanliness expectations, and brand consistency throughout the hotel. Sales \& Revenue Support * Support hotel sales efforts by identifying potential corporate, group, airline, crew, and local business opportunities. * Work collaboratively with the Sales team and General Manager to maximize hotel revenue. * Maintain awareness of hotel occupancy, groups, VIP arrivals, special events, and significant business activity. * Assist with meeting\-room operations and group requirements when necessary. QUALIFICATIONS * Previous hotel management or supervisory experience strongly preferred. * Hampton by Hilton, Hilton, or comparable branded hotel experience preferred. * Strong knowledge of Front Office and general hotel operations. * Experience supervising and developing hotel team members. * Strong guest\-service and problem\-solving skills. * Ability to manage multiple priorities in a fast\-paced hotel environment. * Excellent verbal and written communication skills. * Strong organizational and leadership abilities. * Ability to handle confidential employee and guest information professionally. * Comfortable working with hotel technology, property\-management systems, email, Microsoft Office, and related operational systems. * Hilton PEP experience is preferred. EDUCATION \& EXPERIENCE * High school diploma or equivalent required. * College degree in Hospitality Management, Business Administration, or a related field preferred. * Minimum of 2–3 years of hotel operations experience preferred. * Previous supervisory, department\-head, Operations Manager, Front Office Manager, or Assistant General Manager experience preferred. SCHEDULE \& AVAILABILITY Hotel operations are conducted 24 hours a day, 7 days a week. The Assistant General Manager must have schedule flexibility based on business needs. The position may require: * Early mornings, evenings, weekends, and holidays. * Manager\-on\-Duty coverage. * Availability during high occupancy and sold\-out periods. * Availability during severe weather, flight disruptions, emergencies, or significant hotel operational events. * Flexibility to assist departments when staffing or business demands require additional management support. PHYSICAL REQUIREMENTS The position requires the ability to regularly walk throughout the hotel, stand for extended periods, use stairs, inspect guest rooms and operational areas, and perform other reasonable physical activities associated with hotel operations. LEADERSHIP EXPECTATIONS The Assistant General Manager is expected to demonstrate: Hospitality • Accountability • Integrity • Teamwork • Professionalism • Urgency • Attention to Detail • Guest Focus • Leadership by Example The AGM should be a visible and approachable leader who supports team members while maintaining high expectations for performance, cleanliness, safety, service, and Hilton brand standards. SUCCESS IN THIS ROLE Success will be measured through the AGM’s contribution to: * Guest satisfaction and service recovery * Hilton brand and QA compliance * Hotel cleanliness and condition * Team member performance and engagement * Front Office and operational effectiveness * Labor and expense management * Safety and security compliance * Revenue and profitability * Efficient communication between departments * Consistent execution of General Manager and company expectations Hampton Inn \& Suites Irving DFW Airport North is an Equal Opportunity Employer. Pay: $20\.00 \- $25\.00 per hour Benefits: * 401(k) * Dental insurance * Employee discount * Flexible schedule * Flexible spending account * Health insurance * Paid time off * Parental leave * Tuition reimbursement * Vision insurance Work Location: In person