Description
About Heritage Hotels & Resorts
Heritage Hotels & Resorts is New Mexico’s premier locally owned hospitality group, built on a deep respect for culture, place and people. Our luxury hotels and award-winning restaurants are rooted in authentic storytelling, exceptional service and community pride. We care for our guests, our team and our neighborhoods with the same intention. If you are a strong operational leader who thrives in dynamic hospitality environments, we invite you to grow with us.
Why This Role Matters
This role matters because the Assistant General Manager is the heartbeat behind the day to day magic of the hotel. While guests may see seamless service, effortless experiences, and a team that works in perfect harmony, it is this role that brings it all together behind the scenes. From the moment a guest arrives to the moment they depart, the AGM ensures every detail, every department, and every team member is aligned to deliver something truly memorable.
As the connector between strategy and execution, this role transforms vision into reality by supporting leaders, elevating teams, and stepping in wherever needed to keep the operation moving forward. It is not just about managing operations; it is about shaping the guest experience, empowering people, and creating an environment where both guests and team members feel cared for, valued, and inspired.
What You’ll Do
- Maintain a highly visible leadership presence across the property, modeling professionalism and service excellence in all interactions.
- Oversee day-to-day hotel operations to ensure consistency, efficiency, and alignment with brand and service standards.
- Partner with the General Manager to execute operational strategies, business plans, and performance objectives.
- Review occupancy forecasts, group business, and event schedules to ensure proper staffing, service readiness, and operational alignment.
- Provide leadership support to Rooms Division operations, including Guest Experience, Front Office, and Housekeeping teams.
- Oversee Food & Beverage and Banquet operations to ensure service quality, execution, and guest satisfaction.
- Ensure effective communication and coordination across all departments to support seamless guest experiences.
- Serve as the primary escalation point for complex guest service issues, ensuring timely and effective resolution.
- Support revenue performance by identifying opportunities to enhance guest experience, operational efficiency, and service delivery.
- Assist in managing departmental budgets, labor planning, and operational expenses to align with financial goals.
- Monitor key performance indicators including guest satisfaction scores, online reputation, service metrics, and departmental performance.
- Ensure compliance with all legal, safety, labor, and operational standards, as well as brand requirements.
- Support recruitment, training, coaching, and development of department leaders and team members.
- Foster a culture of accountability, engagement, and continuous improvement across all departments.
- Lead or participate in daily, weekly, and monthly operational meetings to ensure alignment and forward planning.
- Safeguard company assets and ensure proper handling of financial, guest, and operational information.
- Assume full property oversight and decision-making authority in the absence of the General Manager.
- Perform other related duties as assigned.
Why You’ll Love Working With Us
- Competitive pay and comprehensive benefits, including a 25% 401(k) match!
- Generous employee discounts across Heritage hotels, restaurants, spa and retail!
- Complimentary meals during scheduled shifts!
- Free employee parking!
- Supportive team culture with opportunities for growth and advancement!
- A workplace rooted in New Mexico pride and community values!
Requirements
- Strong leadership presence with the ability to influence and guide multiple department leaders.
- Comprehensive understanding of full-service hotel operations including Rooms Division, Food & Beverage, Banquets, and Facilities.
- Excellent verbal and written communication skills with the ability to engage effectively with guests, employees, and executive leadership.
- Strong operational decision-making and problem-solving abilities in fast-paced environments.
- Financial acumen including labor management, expense control, forecasting, and revenue awareness.
- Ability to analyze operational data and performance metrics to drive improvements.
- Strong organizational and time management skills with the ability to manage multiple priorities.
- Ability to lead cross-functional teams and maintain alignment across departments.
- Commitment to maintaining elevated hospitality standards and guest satisfaction.
- Bachelor’s degree in Hospitality Management, Hotel Administration, Business Administration, or related field preferred.
- 3+ years of progressive leadership experience within a full-service hotel environment.
- Demonstrated experience managing multiple operational departments such as Rooms, Food & Beverage, Banquets, or Facilities.
- Prior experience as an Operations Manager, Rooms Division Manager, or similar senior leadership role strongly preferred.
- Experience in luxury or upscale hospitality environments strongly preferred.
- Experience managing budgets, labor forecasting, and operational performance metrics required.
- Flexibility to work evenings, weekends, and holidays as business demands require.
