The Indispensable Role of Assistant General Managers

As their title implies, the primary role of an assistant general manager is to assist the general manager and to cover when the GM is on vacation or otherwise off property. Not all hotels have an AGM; much depends on the brand and the size and location of the hotel. Frequently, AGMs have worked their way up through the ranks, having served in different departments.

What’s it like to be an AGM? M&R Team News asked five:

Devin Cuenca, DoubleTree by Hilton New York Times Square West

Vanessa Ng, Holiday Inn New York City – Times Square

Wilmer Castillo, Hilton Garden Inn New York Times Square South

Francisco Matias, Fairfield by Marriott New York Manhattan/Central Park

Dawn Marie Klisures, SpringHill Suites New York Midtown Manhattan/Park Avenue (serving a task force assignment)

What would you say is the best part of your job?

Vanessa: “Getting to interact with the entire team. I learn from everyone. We spend more time here on a given day than we do at home, so I can help make it a pleasant place to work.”

Wilmer: “We’ve built a team here. Working together, we get to help create memorable experiences for our guests during the time they’re with us.”

Francisco: “Meeting with all the associates, getting an idea about what’s going on in each department that day.”

And the most challenging part of the job?

Devin: “Each day, we review the guest service scores and need to be sure we’ve given team members the tools they need to turn that eight score into a 10.”

Dawn: “When guests comment on things like the size of the room, not understanding that in a market like New York City, space is at a real premium.”

Wilmer: “The scores. Very often, the team makes a tremendous effort and, for some reason, the scores just don’t reflect that.”

What attracted you to the hospitality field?

Wilmer: “You get to meet guests from all over the world and are able to give them an experience they will remember for years to come.”

Francisco: “As a career, once you master the fundamentals of hospitality, you can work anywhere in the world.”

Dawn: “Guests can have interesting stories to share and often come from such amazing places. Plus I like entertaining, welcoming family and friends. In a sense, hospitality allows me to welcome people on a larger scale.”

What was your first hotel job at M&R or elsewhere?

Vanessa: “Guest service agent”

Devin: “Night auditor”

Wilmer: “Breakfast attendant”

Francisco: “Houseman”

Dawn: “Bartender”

Do AGMs have specific responsibilities? Or do you play a more general, supportive role?

Vanessa: “As AGM, I pretty much share responsibility for the entire operation, reporting to the GM. I’m sort of a go-to person. Each day, you get involved in something different.”

Devin: “My job entails working through issues with each department head, making sure the hotel is running smoothly and efficiently.”

Wilmer: “I’m here to support every department. That means jumping in to ensure the guest has the best possible experience.”

Do you see mentoring associates as part of your job?

Dawn: “Absolutely. We need to develop the next wave of M&R managers. Associates are an important part of the operation. Everything they do contributes to our shared success.”

Devin: “I try to mentor not only direct reports but line staff who can learn from my experience as I was once in their shoes.”

Francisco: “In my own career, I was mentored by a great leader. Part of my job is to push that forward.”

What three words would you use to describe your GM?

Francisco: “Intelligent, hardworking, a motivator”

Wilmer: “Precise, leader, supporter”

Vanessa: “Tenacious, resilient, driven”

Devin: “Hard working, an educator, caring”

Dawn: “Focused, energetic, detailed”