General Manager

Description

The Hotel General Manager (GM) oversees all aspects of hotel operations, ensuring the property achieves financial success, guest satisfaction, and operational excellence. This leadership role is responsible for strategic planning, staff development, financial performance, and maintaining brand and service standards. The GM acts as the primary ambassador of the hotel, building strong relationships with guests, employees, ownership, and the local community.

• Lead, manage, and motivate all hotel departments, ensuring alignment with company goals and brand standards.
• Oversee daily hotel operations of all departments.
• Drive financial performance by managing budgets, controlling costs, maximizing revenues, and achieving profitability targets.
• Monitor guest feedback and implement service improvement plans to ensure exceptional guest satisfaction. Ensure all guest comments are responded to within brand service standards.
• Recruit, hire, train, and develop department leaders and line employees.
• Establish performance goals, conduct evaluations, and hold staff accountable.
• Ensure compliance with company policies, brand requirements, local laws, and safety regulations.
• Collaborate with sales and marketing teams to drive occupancy, RevPAR, and market share growth.
• Oversee property maintenance and capital improvement projects to ensure quality standards.
• Develop and maintain strong relationships with ownership groups, community partners, and brand representatives.
• Handle escalated guest concerns and resolve operational challenges effectively.
• Represent the hotel at industry, community, and brand-related events.
• Ensures compliance with all labor requirements, compliance with federal, state, and local requirements as well as Company policy and procedure.
• Ensures compliance with all OSHA and Worker’s Compensation programs and compliance requirements, reporting and training as directed.
• Ensures all hiring practices, discipline and terminations are conducted in accordance with company SOPs and are consistently applied to all associates.
• Responsible for all human resources functions on property including performance management, recruiting, hiring, onboarding, payroll administration and processing, dispute resolution, and progressive discipline.

Requirements

• Bachelor's degree in hospitality management, business administration, or related field preferred.
• 5+ years of progressive hotel management experience, with at least 2 years in a senior leadership role (GM, AGM, or Director of Operations). F&B experience highly desired, required for some locations.
• Strong financial acumen with proven success in budgeting, forecasting, and P&L management.
• Demonstrated leadership, team building, and employee development skills.
• Excellent communication, negotiation, and interpersonal abilities. Strong problem-solving and decision-making skills.
• Experience with property management systems (PMS), financial reporting tools, and Microsoft Office Suite.
• Knowledge of brand standards (if applicable) and ability to maintain compliance.
• Ability to thrive in a fast-paced environment and adapt to changing demands.
• Some locations may require a Driver’s License and insurability to operate company vehicles.
• Bilingual skills are a plus.

Physical Requirements

• Ability to stand, walk, and move throughout the property for extended periods (up to 8 hours).
• Frequent use of computer systems, phones, and office equipment.
• Occasionally lift or carry items up to 25 pounds.
• Ability to work long or irregular hours, including evenings, weekends, and holidays, as business demands.
• Must maintain a professional appearance and presence at all times.