Job Description
The General Manager provides overall operational and strategic leadership for the property, ensuring the highest levels of guest satisfaction, employee engagement, and financial performance. This role is responsible for driving revenue growth, controlling expenses, and delivering profitability in alignment with ownership goals and brand standards. The General Manager also leads, develops, and supports department leaders and team members, fostering a culture of accountability and service excellence.
ESSENTIAL DUTIES AND RESPONSIBLITLIES
Employee Supervision & Development
- Hire, train, and supervise leadership and team members while driving culture, generating enthusiasm, and maintaining strong communication.
- Identify and develop hotel leadership and future leaders to ensure a strong succession plan.
- Conduct required performance reviews for direct reports and make recommendations for compensation adjustments in accordance with company policy.
- Coach staff on quality improvement, cost reduction, method improvements, and equipment maintenance.
- Train and empower staff to make day-to-day decisions in alignment with company standards.
- Ensure continuing education and training requirements for self and team members are completed and properly recorded.
- Lead by example in all interactions with team members, guests, clients, vendors, and the public.
Operations Management & Property Oversight
- Work with above-property leaders, brand partners, and stakeholders to execute all pre-opening and opening responsibilities.
- Supervise and control hotel operations to ensure cost-effective performance and adherence to labor and expense standards.
- Work with the Director of Hotel Operations to maintain and enhance asset value.
- Provide guidance to ensure the property is properly maintained and that repairs and improvements are completed efficiently and cost-effectively.
- Ensure the hotel, including FF&E, buildings, and grounds, is maintained in excellent condition at all times.
- Conduct daily property walks, including public areas, guestrooms, grounds, and back-of-house.
- Participate in the planning and execution of capital improvement and property improvement plans (PIP).
- Develop an annual capital improvement plan.
- Conduct periodic department reviews and audits to ensure operational standards are met.
- Act as interim department leader in the absence of management.
- Be attentive to all operational and guest relationship management needs and concerns.
Guest Experience & Service Excellence
- Ensure all staff provide the highest level of service to guests and visitors.
- Respond to and resolve guest complaints and inquiries in a timely, professional manner, ensuring a “win-win” outcome.
- Train and empower team members to effectively execute guest service recovery procedures.
- Actively engage in guest interactions and relationship-building opportunities to enhance satisfaction and loyalty.
Financial Management & Revenue Performance
- Meet or exceed budgeted income, expense, and sales goals.
- Complete the annual budgeting process.
- Review financial performance and complete required reporting on a daily, weekly, monthly, and annual basis.
- Lead and participate in revenue management strategy, including rate management and performance oversight.
- Ensure accounts receivable and accounts payable targets are achieved and maintained.
- Gain approval for capital expenditures outside of approved operational budgets.
- Supervise operations to ensure optimal financial performance, including labor and expense control.
Sales, Marketing, & Business Development
- Evaluate market conditions with leadership to develop and implement revenue management and sales strategies aligned with market and budget goals.
- Perform and support weekly sales calls and sales activities.
- Assist in the development of the annual marketing plan and participate in periodic sales and marketing reviews.
- Explore new business opportunities and build relationships to support hotel and company growth.
- Ensure participation in brand, third-party, and industry programs (including OTA partnerships), maintaining accurate and up-to-date information and inventory.
- Ensure adherence to client development, retention, and communication standards, including accurate CRM documentation.
- Conduct periodic account reviews and audits to ensure sales activities and reporting standards are met.
Compliance, Risk, & Safety
- Ensure guest and team member safety through regular safety checks, training, and communication.
- Ensure compliance with company policies, procedures, and personnel standards; enforce consistently and fairly.
- Ensure the property operates in compliance with all local, state, and federal laws, brand standards, and management agreements.
- Maintain compliance with all licensing requirements, ensuring licenses are current and properly managed.
- Respond promptly to hotel emergencies and communicate appropriately with leadership.
- Establish and maintain on-call procedures to ensure 24/7 operational coverage.
Other Duties
- Maintain professional and technical knowledge through ongoing education, networking, and industry involvement.
- Represent the hotel and company professionally in the community and industry.
- Collaborate with leadership to resolve personnel and operational challenges in a timely, accurate, and professional manner.
- Collaborate with all department heads to ensure seamless operations, resolve challenges, and implement hotel-wide initiatives.
- Other duties as assigned.
SUPERVISORY RESPONSIBILITIES
Directly supervise hotel leadership and team members. Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, developing, and training employees with assistance from human resources; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
JOB REQUIREMENTS
- Demonstrates integrity and holds self and others accountable to high standards
- Strong leadership skills, including hiring, coaching, mentoring, and team development
- Strategic thinker with the ability to drive operational and business results
- Excellent verbal and written communication skills
- Strong financial and business acumen, including budgeting, forecasting, and data analysis
- Experience leading revenue management, sales, and marketing strategies
- Builds strong relationships and actively engages in the community
- Guest-focused with a commitment to service excellence
- Adaptable, organized, and able to manage multiple priorities in a fast-paced environment
- Proficient in computer systems and business applications
- Works effectively with diverse teams and maintains regular, reliable attendance
EDUCATION and/or EXPERIENCE
Bachelor’s Degree preferred in related field; and/or 5-8 years of equivalent experience in Hospitality Management.
Do the Right Thing. Act Ethically. We are responsible for our words, our actions and our results.
Build Relationships for Life. At Work. At Home. In the Community.
Solve It. Deliver results through innovation, creative thinking, and problem solving.
Have Fun. Perform at Your Best. Celebrate Success.