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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