Circa - Hotel - Assistant Manager

JOB TITLE: Assistant Hotel ManagerDEPARTMENT: HotelSTATUS: Full-Time
JOB SUMMARY:The Assistant Hotel Manager supports the daily operation of the Hotel Department by helping ensure exceptional guest service, operational efficiency, and team member success. This position assists with departmental leadership, team member development, operational planning, and cross-department coordination while maintaining company standards and supporting departmental objectives. The Assistant Hotel Manager provides guidance and oversight to Supervisors and front-line team members to ensure a consistent, seamless guest experience. This position reports directly to the Hotel Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

Promote and uphold all Company Service Standards while ensuring a consistently high level of guest satisfaction.
Serve as a liaison between hotel operations and supporting departments, including VIP Services, Bell Desk, Housekeeping, and other operational partners, while promoting communication, alignment, accountability, property readiness, and service excellence across all departments that influence the guest experience.
Evaluate daily operational needs and determine the appropriate allocation of supervisory resources throughout the shift to support business demands, guest service objectives, and operational efficiency.
Proactively identify operational gaps, property-related issues, and opportunities for improvement while supporting the overall operational effectiveness of the hotel through cross-department collaboration and timely resolution of operational challenges.
Assist with employee scheduling, labor forecasting, departmental coverage, and labor utilization while communicating staffing needs and operational concerns to department leadership.
Maintain effective procedures, workflows, and operational controls to support consistent service delivery.
Support Front Desk systems and coordinate improvements, troubleshooting, or updates as needed.
Oversee daily room inventory, coordinating with Front Desk, Housekeeping, Revenue Management, and Reservations to ensure accurate room availability, inventory balancing, and optimal room utilization.
Assist department leadership with forecasting, budgeting, reporting, and departmental analysis.
Support cost-control efforts by monitoring expenses and identifying opportunities to improve efficiency.
Provide direction, coaching, and support to team members while partnering with supervisors and managers to maintain accountability and performance standards.
Directly coach, mentor, and develop Supervisors on Duty while ensuring daily operational expectations, reporting requirements, and service standards are consistently met.
Assist with performance management, disciplinary conversations, coaching documentation, and development planning for supervisory staff as needed.
Provide operational support and leadership coverage when Supervisors on Duty require assistance addressing guest concerns, team member needs, service recovery situations, or business demands.
Ensure all team members maintain professional appearance and grooming standards.
Resolve guest and team member concerns professionally, including escalated or complex situations.
Exercise sound judgment when authorizing service recovery efforts, guest accommodations, billing adjustments, and operational solutions to ensure guest satisfaction while balancing business needs.
Ensure VIP guests and returning guests receive consistent, personalized service.
Maintain strong communication and information flow between shifts and departments by facilitating meetings, coaching sessions, and communication initiatives that support team engagement and performance.
Ensure established procedures, checklists, and operational standards are consistently followed.
Support inventory management and ensure accurate stock levels for guest amenities, room keys, water, sleeves, and other essential supplies.
Maintain a visible leadership presence on the floor during key business periods.
Foster a positive, collaborative work culture focused on teamwork, accountability, and service excellence.
Oversee departmental communications, follow-up, daily logs, shift summaries, operational reports, and leadership updates to ensure timely information sharing and operational continuity.
Ensure a safe work environment and enforce compliance with all safety protocols, policies, SOPs, licensing requirements, and company standards.
Attend required management meetings and contribute operational updates, recommendations, and solutions that support company objectives.
Support leadership in implementing new programs, service enhancements, operational improvements, special projects, and strategic initiatives.
Monitor guest service trends and departmental performance while assisting with improvement strategies and corrective actions as needed.
Conduct routine audits of service readiness, phone etiquette, and operational efficiency.
Monitor queue times, lobby activity, room readiness, service recovery opportunities, and the overall condition of Front Desk, Bell Desk, VIP, and back-office areas to support an efficient and professional operation.
Act as Manager on Duty (MOD) and serve as the primary point of contact during assigned shifts.
Assist with hiring efforts, onboarding, training coordination, and new hire development.

QUALIFICATIONS:

Must be at least 21 years of age.
Strong ability to communicate effectively with team members, leadership, and guests in both written and verbal form.
Ability to communicate fluently in English.
Proficient in common computer applications, including property management systems (PMS) such as Infor HMS or similar platforms, Microsoft Office, email applications, and basic reporting tools.
Exceptional interpersonal skills with the ability to build rapport, manage conflict, and maintain a positive and professional work environment.
Strong organizational and time-management skills with the ability to prioritize effectively in a high-volume, fast-paced environment.
Demonstrated ability to exercise sound judgment, maintain confidentiality, and make decisions that balance guest satisfaction and business needs.
Ability to model professionalism, accountability, and service excellence in all interactions.
Must be able to work a flexible schedule including nights, weekends, holidays, and special events, based on business demands.
Strong leadership qualities with the ability to motivate, coach, and support diverse teams.

EDUCATION and/or EXPERIENCE:

Previous leadership experience in hospitality or a related service industry is required.
Minimum of one (1) year supervisory experience in hotel operations, guest services, or a related hospitality environment is required.
Previous Front Desk, Guest Services, Rooms Division, or hotel operations experience is required.
Must possess or be able to obtain all required work cards, permits, and certifications, as mandated by local regulations.
Proven track record of delivering exceptional guest service and resolving guest concerns promptly and professionally.
Experience working with hotel property management systems and generating operational reports.
Prior experience coaching, developing, and leading team members is required.
Demonstrated ability to support operational decision-making in a fast-paced environment.

PHYSICAL, MENTAL AND WORK ENVIRONMENT:

Manual dexterity to operate computers, phones, office equipment, and job-related tools.
Ability to stand, walk, bend, lift, reach, push, pull, and grasp for extended periods throughout the shift.
Must be able to lift and move items up to 25 lbs. as needed.
Regular movement between various hotel areas including lobby, guest floors, and back-of-house spaces.
Ability to remain calm, composed, and solution-focused in high-pressure, fast-paced environments.
Strong problem-solving skills with the ability to respond quickly to unexpected situations or guest needs.
Capacity to multitask and handle multiple priorities while maintaining accuracy and attention to detail.
Frequent use of independent judgment and discretion in decision-making.
Work is typically performed in areas that may be noisy and may contain secondhand smoke, depending on property layout and business levels.
Responsibilities include the ongoing care, maintenance, and inspection of assigned operational areas.
Frequent interaction with team members, guests, vendors, and other departments is required.
Must be able to work in a hot and cold environment where exposure to secondhand smoke may occur and that operates 24/7, with varying business demands.

DISCLAIMER:This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements of efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technical developments).