Assistant General Manager

Mammoth Reservations, Inc. is committed to delivering seamless, full-service experience with quality, expertise, and professionalism, ensuring excellence for clients without cutting corners. As a results-driven company, we set clear goals and expectations to foster purposeful growth, while cultivating a collaborative and supportive team environment. We value every employee, prioritizing recognition, flexibility, and job security to enhance overall satisfaction. Rooted in a strong sense of community, we embrace diversity, honor cultural differences, and strive to make a positive impact beyond the workplace.

The Office team is a central hub of coordination at Mammoth Reservations, connecting various departments and ensuring that operations run smoothly for both guests and homeowners. From property oversight to front-line customer service, this department handles a wide range of responsibilities with precision and care. Our Property Managers, Operations Managers, Reservations Agents, and Front Office staff work collaboratively to support guests, owners, and internal teams alike.

Assistant General Manager

The Assistant General Manager (AGM) plays a key leadership role in the daily operations of Mammoth Reservations, supporting the General Manager in delivering exceptional guest service, maintaining high property standards, developing employees, and ensuring efficient coordination across departments.

The AGM provides direct oversight of Front Office operations while working closely with Housekeeping, Quality Control, Maintenance, Property Management, Reservations, and other departments to ensure homes are guest-ready and operational issues are resolved quickly and effectively.

This position serves as a primary point of escalation for guest and operational concerns and acts as the day-to-day operational leader in the General Manager's absence. The successful candidate will be a proactive problem solver who is comfortable making decisions, holding team members accountable, improving processes, and balancing guest satisfaction with company policies and business objectives.

Key ResponsibilitiesFront Office & Daily Operations

• Oversee the daily operation of the Front Office and ensure consistent execution of established procedures.
• Ensure accurate and timely guest arrivals and departures.
• Verify completion of arrival requirements, including signed rental agreements, payments/deposits, access information, parking passes, and arrival documentation.
• Coordinate with Housekeeping, Quality Control, and Maintenance to ensure homes are clean, inspected, operational, and ready for guest arrival.
• Monitor daily arrivals, departures, same-day turns, unit moves, special requests, and other operational priorities.
• Ensure reservation procedures and guest records are accurate and complete.
• Support reservation calls and booking activity during periods of high volume.
• Identify potential operational issues before they impact the guest and coordinate appropriate solutions.

Team Supervision & Development

• Directly supervise, train, and support Front Office team members.
• Establish clear expectations and hold employees accountable for performance and completion of assigned responsibilities.
• Provide regular coaching, feedback, and mentorship to support employee development.
• Conduct daily operational briefings and weekly team meetings.
• Assist with employee scheduling based on occupancy, reservation volume, seasonal demand, and operational needs.
• Ensure employees are trained and remain current on company policies, systems, SOPs, guest service expectations, and emergency procedures.
• Help identify training needs.
• Foster a professional, collaborative, accountable, and supportive workplace culture.

Guest Relations & Service Recovery

• Serve as a senior escalation point for guest concerns and complaints.
• Resolve guest issues professionally, promptly, and with appropriate empathy while protecting company and homeowner interests.
• Make or recommend decisions regarding policy exceptions, including cancellations, discounts, pet requests, refunds, credits, and other guest accommodations within established authority.
• Manage guest damage cases from initial documentation through resolution, including communication with guests, homeowners, OTAs, and third-party platforms when appropriate.
• Review guest feedback and online reviews to identify recurring issues and opportunities for improvement.
• Ensure significant guest concerns are communicated to the appropriate departments and followed through to resolution.
• Identify trends in guest complaints and recommend operational changes when appropriate. Work with the owner relations team to implement recommendations based on guest reviews.

Administrative Coordination & Systems Oversight

• Oversee workflow and assignments from the company's primary guest communication inbox, ensuring inquiries are answered or appropriately delegated.
• Monitor phone coverage and ensure appropriate support for reservations and guest services.
• Ensure established procedures are consistently followed by the team.
• Prepare weekly and monthly operational reporting for the General Manager.
• Maintain accurate documentation of significant guest, property, and operational issues.

Interdepartmental Operations & Property Quality

• Serve as a key operational link between Front Office, Housekeeping, Quality Control, Maintenance, Property Management, and other departments.
• Coordinate resolution of property-level issues affecting arrivals, guest satisfaction, safety, or property condition.
• Work with Housekeeping and QC teams to improve inspection consistency and reduce missed cleaning, maintenance, inventory, or damage issues.
• Coordinate with Property Management/Owner Relations regarding property condition, recurring problems, and recommended improvements.
• Follow significant property issues through completion rather than simply transferring responsibility between departments.
• Identify recurring operational problems and work with department leaders to address the underlying process.

Operational Planning & Strategic Support

• Act as the primary operational point of contact in the General Manager's absence.
• Exercise appropriate independent judgment and decision-making authority regarding daily operations.
• Monitor upcoming reservation and occupancy levels and assist with staffing and resource planning.
• Anticipate high-volume arrival/departure periods, holidays, weather events, and other operational challenges.
• Assist the GM in identifying opportunities to improve operational efficiency, guest satisfaction, communication, and company profitability.
• Assist the General Manager with implementing new policies, systems, procedures, and company initiatives.

Leadership Expectations & Qualifications

The Assistant General Manager is expected to operate with a high degree of ownership and accountability. The AGM should be comfortable making appropriate decisions independently while recognizing when an issue requires escalation to the General Manager.

• 3+ years of experience in hospitality operations, property management, hotel operations, vacation rentals, or office management.
• Previous leadership or supervisory experience managing a small to mid-sized team.
• Strong organizational and time-management skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills, including professional phone and email communication.
• Strong guest service and conflict-resolution skills.
• Demonstrated ability to coach employees and hold team members accountable.
• Strong problem-solving skills and the ability to remain calm and make sound decisions under pressure.
• Detail-oriented with a strong focus on operational consistency, process improvement, and guest satisfaction.
• Comfortable reviewing operational reports and using data to identify trends and opportunities.
• Proficiency with property management systems, reservation platforms, and common office technology; ability to quickly learn new systems.
• Experience with vacation rental PMS and OTA platforms preferred.
• Ability to work weekends, holidays, and participate in an on-call rotation as operational needs require.

Key Competencies

Leadership & Accountability Guest Service Operational Management Staff Development Problem Solving Decision Making Interdepartmental Communication Conflict Resolution Process Improvement Organization & Prioritization Attention to Detail Project Management