Hotel General Manager

Confidential Company

Job Description: Hotel General Manager

The Hotel General Manager (GM) is the chief executive responsible for the overall success, profitability, and operational excellence of a hotel property. This senior leadership role involves overseeing all departments, ensuring exceptional guest experiences, managing financial performance, and leading a team in a high-pressure, 24/7 hospitality environment. The GM acts as the primary liaison between the hotel ownership/corporate office and on-site operations, driving strategic initiatives while handling day-to-day challenges.

Primary Responsibilities

• Operational Leadership
• Oversee daily operations across all departments, including front office, housekeeping, food & beverage, maintenance, sales & marketing, and security.
• Ensure seamless service delivery, maintaining high standards of cleanliness, property condition, and quality.
• Conduct regular property walks to monitor standards and address issues promptly.
• Implement and enforce operational policies, procedures, and brand standards.

• Guest Experience and Service Excellence
• Prioritize guest satisfaction by monitoring feedback (e.g., reviews, surveys), resolving complaints, and implementing improvements.
• Personally greet VIP guests, handle escalated issues, and foster a culture of exceptional service.
• Develop strategies to enhance guest loyalty and encourage repeat business.

• Financial Management and Profitability
• Prepare and manage annual budgets, forecasts, and capital expenditure plans.
• Analyze P&L statements, control costs (labor, expenses, inventory), and maximize revenue through pricing, occupancy, and upselling strategies.
• Monitor daily business reports and adjust operations to meet financial targets.
• Achieve key performance indicators (KPIs) such as EBITDA, RevPAR, GOP, and occupancy rates.

• Human Resources and Team Leadership
• Recruit, hire, train, mentor, and evaluate department heads and staff.
• Foster a positive work culture, conduct performance reviews, and handle disciplinary actions.
• Promote staff development, succession planning, and employee engagement.
• Manage payroll, scheduling, and compliance with labor laws.

• Sales, Marketing, and Revenue Generation
• Develop and execute marketing plans, sales strategies, and partnerships to drive bookings.
• Build relationships with local businesses, travel agents, and community organizations.
• Oversee events, banquets, and group sales to boost ancillary revenue.

• Compliance, Safety, and Risk Management
• Ensure adherence to health, safety, fire, and legal regulations.
• Manage crisis situations, emergency protocols, and insurance requirements.
• Oversee maintenance and renovations to protect asset value.

• Strategic Planning and Reporting
• Create long-term goals, including renovations and expansions.
• Report to owners, corporate executives, or regional managers on performance and initiatives.
• Represent the hotel in industry associations and community events.

Required Qualifications and Experience

• Education: Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred).
• Experience: 10+ years in hospitality, typically progressing from junior to senior roles such as associate, department supervisor, manager. Prior GM experience is required.
• Experience with branded hotel chains (e.g., Wyndham, Ramada, Marriott, Hilton).