General Manager

Reports To: Regional Director of Operations

Position Summary

The General Manager is responsible for the overall success of the hotel, leading daily operations while driving revenue, profitability, guest satisfaction, and team engagement. This role requires a hands-on leader who can inspire teams, deliver exceptional guest experiences, and maintain strong operational and financial performance.

What You’ll Do

Lead Hotel Operations

• Oversee all hotel operations to ensure efficiency, profitability, and exceptional service.
• Create a positive, high-performing culture focused on teamwork, accountability, and guest satisfaction.
• Maintain strong visibility throughout the property and support teams during peak operational hours.
• Ensure compliance with company policies, brand standards, safety procedures, and legal requirements.
• Respond to guest concerns, operational challenges, and emergencies with professionalism and urgency.

Drive Revenue & Financial Performance

• Lead efforts to maximize occupancy, ADR, REVPAR, and overall hotel profitability.
• Manage labor, payroll, purchasing, overtime, and operational expenses.
• Develop, implement, and monitor annual budgets and business plans.
• Analyze financial reports and take proactive steps to improve performance.
• Identify opportunities for cost savings while maintaining service and quality standards.

Champion the Guest Experience

• Ensure the hotel consistently exceeds guest satisfaction and brand expectations.
• Monitor service standards, cleanliness, maintenance, and overall property appearance.
• Stay informed on market trends, guest feedback, and competitor activity to keep the hotel competitive.
• Personally engage with guests and support service recovery when needed.

Build & Develop Teams

• Recruit, train, coach, and develop hotel associates and leaders.
• Conduct regular performance evaluations and provide ongoing feedback and recognition.
• Hold leaders accountable for departmental goals and operational results.
• Foster a collaborative, respectful, and professional work environment.
• Ensure all associates are trained in safety, security, and emergency procedures.

Support Sales & Community Engagement

• Partner with the sales team to grow revenue and market share.
• Participate in sales activities, prospecting, and relationship-building efforts.
• Maintain strong relationships with local businesses, tourism organizations, schools, and community partners.
• Represent the hotel professionally within the local community.

Qualifications

• Minimum 5 years of hotel operations experience.
• At least 3 years in a hotel leadership role such as General Manager or Assistant General Manager.
• Experience with Best Western or similar branded hotel systems preferred.
• Strong leadership, communication, and financial management skills.
• Ability to motivate teams and manage multiple priorities in a fast-paced environment.
• Proficient in hotel technology systems and Microsoft Office.
• Flexible schedule, including weekends and holidays as needed.

What Makes You Successful

• Strong leadership presence with a hands-on management style.
• Excellent problem-solving and decision-making skills.
• High level of professionalism, integrity, and accountability.
• Passion for hospitality, guest service, and team development.
• Ability to drive results while creating a positive team culture.
• Strong organizational and communication skills.

Key Performance Metrics

Performance will be measured through:

• REVPAR and revenue growth
• Profitability and labor management
• Guest Satisfaction Scores (GSI)
• Associate Satisfaction Scores (ASI)
• Brand compliance and operational excellence

Additional Expectations

• Conduct regular meetings with department leaders to review goals and performance.
• Maintain proper staffing levels and support workforce planning.
• Submit daily operational updates to leadership.
• Ensure property equipment and facilities remain in excellent condition.
• Experience hotel services firsthand through annual overnight stays to evaluate the guest experience.