General Manager

Additional Information: This hotel is owned and operated by an independent franchisee, Crestline Hotels & Resorts . The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

The Hotel General Manager is responsible for the overall operation, financial performance, guest satisfaction, and strategic direction of the hotel. This role provides leadership across all departments, ensuring exceptional service, operational efficiency, employee engagement, regulatory compliance, and achievement of revenue and profitability goals.

Key Responsibilities

• Lead and oversee all hotel operations, including Front Office, Housekeeping, Food & Beverage, Sales & Marketing, Engineering/Maintenance, and Guest Services.

• Develop and execute operational strategies that improve guest satisfaction, service quality, productivity, and profitability.

• Establish and monitor annual budgets, forecasts, financial targets, and operating expenses.

• Analyze revenue, occupancy, ADR, RevPAR, labor costs, and other key performance indicators to drive business results.

• Develop strategies to maximize room revenue, group business, food and beverage revenue, and overall hotel profitability.

• Maintain high standards of guest service and respond effectively to guest concerns, complaints, and service recovery situations.

• Recruit, train, coach, motivate, and retain a high-performing management and hotel team.

• Establish clear performance expectations and conduct regular performance reviews.

• Ensure compliance with company policies, employment laws, health and safety regulations, and brand standards.

• Maintain strong relationships with ownership, corporate leadership, vendors, community partners, and key business clients.

• Collaborate with Sales & Marketing to develop business opportunities, increase market share, and strengthen the hotel's competitive position.

• Oversee property maintenance, cleanliness, safety, security, and overall physical condition of the hotel.

• Review operational reports and implement corrective actions when performance falls below expectations.

• Lead regular department meetings and communicate organizational goals, priorities, and performance results.

• Develop emergency preparedness and business-continuity procedures and ensure staff are properly trained.

• Represent the hotel within the local community and participate in industry and networking organizations.

• Ensure the hotel consistently delivers an outstanding guest experience while meeting financial and operational objectives.

Required Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.

• Typically 2-5+ years of hotel/hospitality experience, including 1-3 years in a management or leadership position.

• Strong knowledge of hotel operations, financial management, revenue management, sales, and guest service.

• Proven ability to lead and develop diverse teams.

• Strong budgeting, forecasting, analytical, and problem-solving skills.

• Excellent written and verbal communication skills.

• Ability to manage multiple priorities in a fast-paced hospitality environment.

• Proficiency with hotel property-management systems and common business software.

• Strong understanding of hospitality industry standards, safety requirements, and applicable regulations.

• Preferred Qualifications

• Previous experience as a Hotel General Manager, Assistant General Manager, Director of Operations, or equivalent senior hotel leadership position.

• Experience with branded, independent, boutique, resort, or full-service hotel operations.

• Experience managing budgets and P&Ls for a hotel or hospitality operation.

• Knowledge of revenue-management systems and hotel performance metrics.

• Experience working with hotel ownership groups and/or management companies.

• Professional hospitality certification or relevant industry training.

• Proven ability to lead, coach, and motivate hotel department heads and staff.

• Strong knowledge of Front Office, Housekeeping, Food & Beverage, Engineering, Sales, and Guest Services.

• Experience with P&L, budgeting, forecasting, labor costs, expense control, and financial reporting.

• Understanding of occupancy, ADR, RevPAR, pricing strategies, and revenue growth.

• Demonstrated ability to maintain high guest-satisfaction standards and resolve complaints professionally.

• Ability to support sales strategies, develop business relationships, and increase hotel revenue.

• Familiarity with PMS, POS, revenue-management systems, and Microsoft Office/Google Workspace.

• Knowledge of health and safety requirements, employment regulations, hotel policies, and brand standards.

• Excellent verbal, written, interpersonal, and negotiation skills.

• Ability to work flexible hours, including weekends, holidays, and emergency situations, when required.

• Strong decision-making skills and the ability to manage multiple priorities in a fast-paced environment.

• A strong hotel GM should be results-oriented, financially savvy, guest-focused, hands-on, and an effective people leader, with a track record of improving hotel operations, revenue, profitability, and employee performance.

Core Competencies

• Executive leadership

• Financial and P&L management

• Revenue optimization

• Guest experience management

• Team development and employee engagement

• Sales and business development

• Strategic planning

• Operational excellence

• Conflict resolution

• Decision-making and problem-solving

• Communication and relationship management

• Success Measures

Medical, dental, and vision insurance, PTO and paid Holidays, Hotel room discounts, Performance or annual bonus, Professional development and training.

This company is an equal opportunity employer.

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