Job Title: Assistant General Manager
Brand: Courtyard by Marriott
Property: Courtyard Nashua, NH
Reports To: General Manager
Position Summary
The Assistant General Manager at the Courtyard Nashua is a key member of the property leadership team and is directly responsible for supporting the General Manager in all aspects of hotel operations. This role has primary oversight of Front Desk and Bistro operations and ensures consistent delivery of Marriott brand standards, operational excellence, and exceptional guest service in alignment with Marriott’s “Putting People First” culture.
The AGM serves as a visible leader on property, acts as Manager on Duty, and helps drive guest satisfaction, associate engagement, and financial performance.
Essential Duties & Responsibilities
Leadership & Brand Execution
- Support the General Manager in executing Marriott brand standards, operating procedures, and service culture expectations
- Act as Manager on Duty, providing leadership coverage for the hotel and serving as the primary decision-maker when the GM is not on property
- Champion Marriott’s service values, guest loyalty, and commitment to excellence
- Ensure compliance with Marriott International standards, audits, and quality assurance programs
Front Desk Operations
- Directly oversee all Front Desk operations, ensuring a welcoming arrival and departure experience
- Ensure consistent execution of Marriott service standards, including guest recognition and Bonvoy member engagement
- Supervise, train, and develop Front Desk associates using Marriott training resources and brand tools
- Ensure accuracy of reservations, billing, cash handling, and property management systems (FOSSE preferred)
- Address and resolve guest concerns, including service recovery in accordance with Marriott guidelines
- Monitor guest feedback through GSS and other Marriott reporting platforms and implement action plans as needed
Bistro Operations
- Oversee daily operations of The Bistro, ensuring brand consistency for food, beverage, and bar service
- Ensure adherence to Marriott Bistro standards, food safety, and health department regulations
- Lead, train, and support Bistro associates, including scheduling and performance management
- Monitor food and beverage costs, inventory, ordering, and waste control
- Ensure compliance with alcohol service laws, Marriott policies, and brand standards
- Drive guest satisfaction and consistency in Bistro service across all shifts
Guest Satisfaction & Quality Assurance
- Actively engage with guests to enhance satisfaction and loyalty
- Monitor and respond to guest feedback and online reviews as directed
- Assist in maintaining strong Guest Satisfaction Survey (GSS) scores
- Lead service recovery efforts to resolve issues and exceed guest expectations
Financial & Administrative Support
- Assist the General Manager with labor management, payroll review, and scheduling
- Review daily, weekly, and monthly operational reports
- Support cost control initiatives while maintaining brand standards
- Ensure proper cash handling and internal controls are followed
Associate Engagement & Development
- Foster a positive, inclusive, and professional work environment
- Coach and mentor associates to support development and retention
- Assist with hiring, onboarding, and training in alignment with Marriott standards
- Lead by example, modeling Marriott’s core values and service behaviors
Qualifications
- Minimum of 2–3 years of hotel supervisory or management experience required
- Strong Front Desk operations experience required
- Food & Beverage or Bistro leadership experience preferred
- Familiarity with Marriott systems and programs (FOSSE, GXP, MGS, GSS, Bonvoy preferred)
- Strong leadership, communication, and problem-solving skills
- Ability to work a flexible schedule, including weekends and holidays
Physical & Work Requirements
- Ability to stand and walk for extended periods
- Ability to lift up to 25 pounds
- Flexible availability based on operational needs
Job Type: Full-time
Pay: $80,000.00 - $85,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
