GENERAL MANAGER

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