Hotel General Manager (GM) — Job Description
Job title
Hotel General Manager (GM)
Job summary
The Hotel General Manager is responsible for the overall daily operations, financial performance, guest experience, and team leadership of the hotel. The GM ensures the property meets brand/management standards, delivers exceptional service, and operates efficiently while maintaining a safe, compliant environment.
Key responsibilities
- Operational leadership
- Oversee all hotel departments (front office, housekeeping, maintenance, F&B, security, reservations, housekeeping, guest services).
- Ensure smooth, consistent daily operations and high service standards.
- Monitor and improve processes, quality, and responsiveness to guest needs.
- Guest experience
- Ensure exceptional guest satisfaction through service recovery, staffing effectiveness, and quality control.
- Handle escalated guest issues and ensure timely resolutions.
- Maintain a strong reputation through reviews, service culture, and brand alignment.
- Financial performance
- Drive revenue and control costs while achieving budget targets.
- Review daily/weekly performance metrics (occupancy, ADR, RevPAR, labor cost, departmental budgets).
- Approve purchases and manage inventory systems in line with policies.
- Ensure accurate reporting, forecasting support, and compliance with accounting procedures.
- Staffing, leadership, and culture
- Recruit, hire, train, coach, and evaluate department heads and staff.
- Set performance goals, conduct performance reviews, and address underperformance.
- Create a positive, accountable culture focused on service, safety, and teamwork.
- Ensure proper scheduling, labor planning, and ongoing training.
- Compliance, safety, and risk management
- Ensure compliance with all applicable laws, brand standards, and hotel policies.
- Maintain safety and security procedures (including incident reporting and emergency readiness).
- Oversee maintenance standards and ensure equipment/life-safety systems are properly managed.
- Brand standards and property presentation
- Ensure the hotel maintains required standards for cleanliness, rooms, public spaces, and amenities.
- Lead property inspections and corrective actions to meet brand/management expectations.
- Vendor and stakeholder management
- Coordinate with corporate/regional management, ownership, and third-party vendors.
- Negotiate or manage key vendor relationships (as defined by policy).
- Maintain professional relationships with local partners when required.
Required qualifications
- Prior experience as a hotel manager or senior leader (commonly 3–7+ years in hospitality leadership; GM experience preferred).
- Strong knowledge of hotel operations across multiple departments.
- Demonstrated ability to manage budgets, labor, and performance metrics.
- Excellent guest service and conflict resolution skills.
- Proven leadership and team-building experience.
- Working knowledge of property management systems (PMS) and reporting tools.
Preferred qualifications (optional)
- Experience with a branded hotel or multi-property environment.
- Knowledge of revenue management principles (ADR/RevPAR, forecasting basics).
- Relevant certifications (e.g., hospitality management, safety training, alcohol service where applicable).
Skills and competencies
- Leadership and staff coaching
- Budgeting and financial acumen
- Communication and stakeholder management
- Problem-solving and decision-making
- Organization, attention to detail, and operational discipline
- Customer service mindset
- Compliance and risk awareness
Physical/working conditions
- Ability to work a flexible schedule, including weekends and holidays.
- Regular walking, standing, and moving around the property.
- Ability to respond to operational needs quickly (including during guest incidents).
Pay: $10,593.89 – $20,490.77 per month
Work Location: In person
