Hotel General Manager

General Manager – Job Description

Department: Management
Reports To: Owner / Corporate

Job Summary

The General Manager (GM) oversees all aspects of hotel operations, ensuring operational excellence, guest satisfaction, and financial performance. This role is responsible for leading all departments, fostering a guest-focused culture, and executing strategies that maximize revenue and enhance the overall hotel experience.

The GM also ensures compliance with corporate policies, brand standards, and local regulations while maintaining a high-performing team that consistently delivers memorable guest experiences.

Key Responsibilities

Operational Leadership

• Oversee all hotel departments including front desk, housekeeping, maintenance, F&B, and sales
• Ensure operational standards and policies are followed across all departments
• Conduct regular inspections, audits, and evaluations of hotel performance
• Monitor budgets, revenue, occupancy, and expense control

Guest Experience & Satisfaction

• Set the standard for guest service across the property
• Address guest complaints, issues, or VIP requests promptly and professionally
• Ensure a seamless, high-quality guest experience throughout the hotel
• Promote a culture of personalized service and guest-focused operations

Team Leadership & Staff Development

• Hire, train, mentor, and evaluate department heads and staff
• Foster collaboration and accountability among department managers
• Lead by example in professionalism, guest service, and operational excellence
• Implement staff development programs and performance improvement initiatives

Sales & Revenue Management

• Develop and execute revenue and marketing strategies in coordination with Sales Director
• Monitor market trends and competitor activity to drive business growth
• Ensure upselling, packages, and promotions are effectively implemented

Reporting & Administration

• Prepare and present financial, operational, and guest satisfaction reports to ownership or corporate
• Maintain organized documentation for audits, inspections, and compliance
• Execute corporate policies, directives, and special projects as assigned

Competencies

• Exceptional leadership and strategic thinking
• Financial and operational acumen
• Excellent communication, problem-solving, and decision-making skills
• Guest service orientation and ability to foster a positive culture
• Professionalism, integrity, and accountability

Qualifications

Education:

• Bachelor’s degree in Hospitality Management or related field preferred

Experience:

• 5+ years of hotel management experience
• Proven track record leading multiple departments and achieving operational and financial goals

Physical Requirements:

• Ability to walk, stand, and move throughout all hotel areas
• Ability to work flexible hours, including weekends and holidays

Additional Expectations

• Maintain a professional appearance and positive attitude
• Take ownership of overall hotel performance and guest satisfaction
• Serve as a role model for staff and uphold company culture
• Perform additional duties as assigned by ownership or corporate

Impact on Guest Satisfaction & Repeat Business

The GM sets the standard for guest experience, service quality, and operational excellence. By leading all departments and ensuring smooth operations, this role directly contributes to:

• Increased guest satisfaction and positive reviews
• Repeat business and loyalty
• Revenue growth through operational efficiency and guest experience initiatives
• Enhanced hotel reputation and market presence

Pay: $65,000.00 - $85,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person