Job Description

The Ivy Hotel is a 17-room luxury boutique hotel located in Baltimore’s historic Mount Vernon neighborhood. A member of Relais & Châteaux and Maryland’s only Michelin Two Key property, The Ivy is consistently recognized among the region’s best hotels. The highly inclusive room rate features made-to-order breakfast, evening cocktails, private car service, valet parking, and deeply personalized guest experiences.

The Ivy Hotel is seeking an experienced, polished, and highly engaged Assistant General Manager to help lead daily operations across the hotel and Restaurant Magdalena. This role serves as the General Manager’s primary operational partner and plays a central role in maintaining the warm, highly personalized experience that defines The Ivy.

This position is both strategic and hands-on. The AGM is expected to be highly visible throughout the property, deeply engaged with guests and staff, and comfortable moving fluidly between service, operations, leadership, and problem-solving. The ideal candidate brings strong luxury hospitality experience, excellent judgment, emotional intelligence, and an instinct for gracious service.

Guest Experience & Service

• Serve as a visible and welcoming presence throughout the hotel.
• Personally engage with guests, VIPs, repeat visitors, and special occasion travelers.
• Anticipate guest needs and ensure service feels thoughtful, personal, and seamless.
• Handle guest concerns with professionalism, discretion, and urgency.
• Monitor guest feedback and online reviews to help continually refine the guest experience.

Operational Leadership

• Oversee daily operations across the Concierge, Reservations, Housekeeping, Security, and F&B.
• Conduct regular property walkthroughs to ensure the hotel is maintained to the highest standards.
• Support department leaders while helping ensure strong communication and coordination between teams.
• Participate in Manager on Duty coverage, including evenings, weekends, and holidays as needed.
• Step in operationally wherever necessary to support the team and guest experience.

Leadership & Team Development

• Help recruit, onboard, train, and retain exceptional team members.
• Foster a warm, collaborative, and accountable workplace culture.
• Provide coaching, mentorship, and performance feedback.
• Lead by example with professionalism, humility, and a strong work ethic.
• Help maintain a positive and stable operating environment across departments.

Administrative & Financial Support

• Assist with scheduling, payroll oversight, and other administrative functions.
• Participate in operational meetings, planning discussions, and ongoing property initiatives.
• Help monitor labor productivity, departmental expenses, and operational efficiency.
• Support budget goals while maintaining service standards and overall guest experience.

Sales, Events & Community Presence

• Assist with property tours and prospective guests.
• Serve as an operational point person during special events and VIP stays.
• Maintain awareness of online reputation platforms and social media presence.
• Represent The Ivy professionally within the local community and hospitality industry.

Safety & Risk Management

• Respond to operational issues and emergencies calmly and effectively.
• Ensure compliance with safety, security, and labor standards.
• Investigate and document incidents or guest concerns appropriately.

A successful AGM at The Ivy is someone who leads with professionalism, sound judgment, and a strong sense of ownership — someone equally comfortable engaging with guests, supporting department leaders, and stepping in operationally wherever needed to help maintain a high level of service and consistency throughout the property.

** Please include a COVER LETTER outlining why you’re a great fit for the role. Applications without this will not be considered.**

Qualifications

• Authorization to work in the US is required.
• Minimum 5 years of progressive leadership experience in luxury hospitality.
• Prior experience as an Assistant General Manager, Director of Operations, Rooms Division Manager, or similar leadership role preferred.
• Exceptional interpersonal and communication skills.
• Strong organizational abilities and attention to detail.
• Ability to lead with both warmth and accountability.
• Financial and operational understanding of hotel performance metrics.
• Experience with hotel PMS systems such as Opera preferred.
• Ability to maintain a flexible schedule based on operational needs, including regular availability for evenings, weekends, and holidays as required.

Additional Information

We offer:

• Competitive compensation
• Comprehensive health and dental coverage
• Disability and life insurance options
• Retail and hospitality perks
• A high-quality daily staff meal
• Support for ongoing learning and development
• Paid vacation and holidays
• Retirement savings plan
• A collaborative, supportive team environment

The Ivy Hotel is an Equal Opportunity Employer. All employment offers are contingent upon successful completion of a background check, and pre-employment drug test conducted in accordance with applicable federal, state and local laws.

We look forward to hearing from you!