Assistant Hotel Manager

The Assistant Hotel Manager assists the Director of Hotel Operations & Hotel Manager in overseeing the daily operations of the hotel to ensure exceptional guest service, operational efficiency, financial performance, and compliance with Wyndham brand standards. This position provides leadership to all hotel departments and serves as Manager on Duty in the absence of the Director of Hotel Operations & Hotel Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assist the Director of Hotel Operations & Hotel Manager in the daily operation and administration of the hotel.
• Oversee front office operations utilizing the LMS Property Management System (PMS), including reservations, guest check-in/check-out, billing, room inventory, and reporting.
• Provide hands-on support to the Front Desk by assisting with guest check-ins and check-outs during peak periods, ensuring guest assistance remains the highest priority, minimizing wait times and lobby lines, supporting team members with operational questions and complex transactions, and professionally resolving and de-escalating guest concerns to maintain a positive guest experience.
• Retrieve, review, and manage reservations from all booking channels to ensure rate accuracy, room availability, and proper guest accommodations.
• Coordinate group reservations by managing room blocks, rooming lists, billing arrangements, special requests, and pre-arrival planning while ensuring seamless communication between clients and hotel departments.
• Monitor group arrivals and departures, resolve reservation or billing discrepancies, and collaborate with Sales, Front Office, Housekeeping, and other departments to ensure successful group stays and exceptional guest experiences.
• Complete all assigned Wyndham brand tasks, action items, assignments, and compliance requirements within required deadlines.
• Resolve guest concerns, complaints, and service recovery situations professionally to ensure complete guest satisfaction and protect the hotels reputation.
• Support the Director of Hotel Operations & Hotel Manager in achieving guest satisfaction goals, online reputation scores, and overall hotel performance metrics.
• Provide leadership, direction, and support to department supervisors and hourly team members.
• Recruit, interview, onboard, train, coach, mentor, and evaluate hotel employees while promoting a positive work environment.
• Assist with employee scheduling, labor management, payroll review, attendance monitoring, and productivity standards.
• Ensure employees comply with company policies, safety regulations, and operational procedures.
• Conduct regular property inspections to ensure cleanliness, maintenance, safety, and overall appearance meet company and brand expectations.
• Coordinate with Housekeeping and Maintenance to maximize room availability, minimize out-of-order rooms, and maintain property standards.
• Assist with inventory management, purchasing, vendor relationships, and cost control initiatives.
• Review daily operating reports, occupancy forecasts, arrivals, departures, revenue reports, and guest service metrics to identify operational needs.
• Assist in implementing revenue management strategies by monitoring room inventory, rate changes, occupancy levels, and upselling opportunities.
• Monitor cash handling procedures, daily deposits, audits, and financial controls to ensure accuracy and accountability.
• Assist with budgeting, expense control, and achieving departmental financial objectives.
• Support hotel sales initiatives by assisting with group reservations, local marketing efforts, and guest retention programs.
• Ensure compliance with all federal, state, and local employment laws, health regulations, safety requirements, and company policies.
• Maintain confidentiality of employee, guest, and company information.
• Respond appropriately to emergencies, guest incidents, and operational challenges while exercising sound judgment.
• Serve as Manager on Duty as assigned, making operational decisions and providing leadership during evenings, weekends, holidays, and in the absence of the Director of Hotel Operations & Hotel Manager.
• Attend management meetings, training sessions, conference calls, and required brand development programs.
• Foster a culture of teamwork, accountability, professionalism, and exceptional guest service throughout the hotel.
• Perform additional duties, projects, and responsibilities as assigned by the Director of Hotel Operations & Hotel Manager.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. All Employees must be knowledgeable to all Company policies and procedures, including fire and safety regulations.

EDUCATION and/or EXPERIENCE

High school diploma with 3 years of progressive experience in a hotel front office, or college degree in Hospitality or Business with 6 months hotel front office experience or a college internship in a hotel front office required. Experience in a similarly sized hotel preferred.