Hotel General Manager

Reports To: Director of Operations

Requirements

College degree or higher-level education preferred
3+ years of hotel operations experience required
Minimum 2 years in a management-level role within hotel operations
Strong leadership, team-building, and organizational skills
Ability to work 50+ hours per week, minimum 5 days per week
Strong financial acumen and understanding of hotel P&L statements
Experience with revenue management, budgeting, and cost control
Strong communication, problem-solving, and decision-making abilities
Ability to manage multiple departments and priorities simultaneously
Knowledge of hotel brand standards, SOPs, and guest service expectations

General Responsibilities

Oversee all hotel operations to ensure efficient, profitable, and high-quality performance
Lead and develop all department heads and staff to achieve operational excellence
Maximize guest satisfaction and associate engagement across all hotel departments
Drive revenue growth, cost control, and overall financial performance
Ensure compliance with all company, brand, and regulatory standards
Serve as the primary leader responsible for hotel success and performance outcomes
Act as the key communicator between corporate leadership and hotel staff
Maintain a strong presence throughout the property to ensure service quality and operational consistency

Primary Functions

Revenue

Aggressively pursue revenue goals using yield management and revenue optimization strategies
Prepare, manage, and execute the annual hotel budget
Identify and implement strategies to increase occupancy and room revenue
Monitor market trends and competitor performance to maintain competitiveness

Profit

Manage all operational expenses including labor, overtime, and supplies
Enforce procurement policies and cost control procedures
Implement cost-saving strategies while maintaining quality standards
Monitor financial performance and take corrective action to improve profitability

Quality

Ensure the hotel consistently meets or exceeds brand and company guest satisfaction standards
Oversee training programs and identify service gaps to improve performance
Support sales and marketing efforts and participate in revenue-generating initiatives
Stay informed on industry trends and adjust operations accordingly

Community Involvement

Maintain strong relationships with local organizations, including chambers of commerce, tourism bureaus, schools, and civic groups
Represent the hotel in the community to maintain a positive public image

Leadership

Motivate, coach, and develop all team members across departments
Set clear performance goals and hold staff accountable
Foster a positive, professional, and collaborative work environment
Demonstrate integrity, consistency, and strong ethical leadership

Financial

Interpret and analyze financial statements, including revenue, payroll, and expenses
Assist in the preparation and execution of the annual operating budget
Monitor cost controls and financial systems to achieve budgeted results
Implement corrective actions to maximize profitability and efficiency

Specific Responsibilities

Submit daily end-of-day activity and accomplishment reports to the Director of Operations
Develop and execute approved business plans to achieve financial goals
Maintain high visibility throughout the hotel property
Stay informed on local market conditions and competitor activity
Respond to and resolve hotel emergencies as needed
Ensure leadership presence during peak operational periods to monitor service and cleanliness standards
Handle guest complaints and operational challenges promptly and effectively
Train and ensure all employees deliver professional, friendly, and efficient service
Review and analyze financial performance regularly and coach management team on financial accountability
Conduct performance evaluations and ensure timely completion of all personnel reviews and records
Participate in sales solicitation activities and revenue generation efforts
Conduct daily meetings with department heads to review performance and daily objectives
Hold weekly structured meetings with department managers
Lead monthly safety meetings and ensure compliance with safety policies
Establish and maintain a safety committee following written guidelines
Ensure all employees are trained on security and emergency procedures
Monitor condition of all hotel equipment and ensure proper maintenance
Maintain adequate staffing levels across all departments
Ensure all supervisory responsibilities comply with SOPs, training programs, and applicable laws
Maintain organized correspondence and operational records for reference
Conduct annual guest experience evaluation by staying overnight in hotel rooms on a rotating basis

Optimum Attributes

Strong sense of accountability and ownership
Professional appearance and executive presence
Effective communicator and active listener
Strong emotional intelligence, empathy, and fairness
Ability to remain calm and rational under pressure
Consistent, disciplined, and practical decision-making style
Strong computer and analytical skills
Ability to lead with balance of praise and constructive feedback
Strategic thinker with operational execution capability
Strong integrity and commitment to company success

Performance Standards

Performance measured by REVPAR, MSI Index, Guest Satisfaction Index (GSI), and Associate Satisfaction Index (ASI)
Achievement of budgeted revenue and profitability targets
Consistent improvement in guest satisfaction scores
Strong employee engagement, retention, and performance outcomes
Compliance with brand standards, SOPs, and safety regulations
Effective cost control across labor, supplies, and operational expenses
Successful execution of business plans and revenue strategies
Positive community reputation and market competitiveness
Strong leadership visibility and operational stability across all departments

Learn more about this Employer on their Career Site

GENERAL MANAGER