Assistant General Manager

Position Summary
The Assistant General Manager supports the General Manager in overseeing the day-to-day operations of the Courtyard by Marriott Harrisonburg. This position serves as the General Manager’s second-in-command and is responsible for helping ensure consistent execution of Marriott brand standards, guest satisfaction, associate performance, operational procedures, financial controls, and property standards.

The AGM is expected to be a highly visible, hands-on leader who actively walks the property, interacts with guests and associates, identifies concerns, and follows through to ensure issues are resolved. When the General Manager is unavailable, the AGM serves as the primary operational leader for the hotel.

Primary Responsibilities

• Oversee daily hotel operations with particular attention to Front Desk, Housekeeping, Maintenance, Bistro/Food & Beverage, and overall guest experience.
• Serve as Manager on Duty and act on behalf of the General Manager when the GM is unavailable.
• Maintain a strong presence at the Front Desk and throughout the hotel rather than managing solely from an office.
• Conduct daily property walks and routine guestroom inspections, identifying cleanliness, maintenance, safety, and presentation concerns.
• Work closely with the Executive Housekeeping Manager to ensure rooms are properly cleaned, inspected, and guest-ready before being released.
• Partner with Maintenance to ensure guestroom and public-area issues are entered, prioritized, followed up on, and verified as completed.
• Monitor out-of-order rooms and help ensure repairs are completed and rooms are properly reinspected before returning to inventory.
• Review guest feedback, Guest Voice scores, GXP/Marriott cases, and recurring complaints and assist the GM with corrective action.
• Handle guest complaints and service recovery with professionalism, empathy, urgency, and appropriate follow-through.
• Reinforce Front Desk expectations regarding guest recognition, Marriott Bonvoy members, room assignments, communication, service recovery, and shift responsibilities.
• Assist with associate hiring, onboarding, training, scheduling, coaching, attendance, and performance management.
• Hold associates accountable to established expectations while maintaining professional and respectful communication.
• Support department managers and ensure appropriate communication between Front Desk, Housekeeping, Maintenance, and Bistro operations.
• Assist with labor management and ensure schedules appropriately reflect occupancy, forecast, and business needs.
• Assist with payroll/timecard review, purchasing, invoices, inventory controls, and other administrative responsibilities assigned by the GM.
• Follow and enforce established cash-handling procedures, including deposits, safe controls, cash counts, and documentation. Any discrepancy must be immediately reported to the General Manager.
• Help ensure hotel keys, company funds, guest information, employee information, and other confidential or sensitive information are properly safeguarded.
• Ensure accidents, safety concerns, security incidents, employee concerns, and significant operational issues are promptly reported and documented.
• Support Marriott brand standards, company policies, safety requirements, and all applicable hotel procedures.
• Participate in leadership meetings, training, property initiatives, and improvement plans.
• Complete additional duties and projects assigned by the General Manager.

Leadership Expectations
For this property, I would specifically include this section because it establishes exactly what you expect from the person:

The AGM is expected to inspect, verify, and follow up—not simply assume a task has been completed. When a cleanliness, maintenance, guest-service, financial, or associate issue is identified, the AGM is responsible for ensuring it reaches the appropriate department and following through until there is a documented resolution.

The AGM should communicate significant concerns to the General Manager promptly and should never allow an unresolved issue to continue simply because another department has been notified.

The AGM is expected to support the General Manager’s direction and maintain consistent expectations across all departments. Concerns or disagreements regarding hotel operations should be discussed professionally and privately with the General Manager rather than in a manner that creates confusion among associates.

Qualifications
Previous hotel management or supervisory experience is required, with Marriott experience strongly preferred. The ideal candidate should have experience with Front Office operations, guest service and recovery, associate supervision, room inspections, basic hotel financial controls, scheduling and labor management, and coordination between hotel departments. Familiarity with Marriott systems, including GXP, is preferred.

The AGM must be dependable, organized, comfortable making decisions, capable of handling difficult guest and employee situations professionally, and willing to be actively involved throughout the property.

Schedule & Availability
This is a full-time leadership position requiring schedule flexibility based on hotel needs. The AGM must be available to work a combination of weekdays, evenings, weekends, and holidays and provide Manager-on-Duty coverage as scheduled.

The AGM is expected to provide leadership coverage that complements the General Manager's schedule so the property has appropriate management presence throughout the week.