Hotel General Manager

Overview
Join our dynamic hospitality team as a Hotel General Manager, where you will lead the overall operations of a vibrant resort or hotel to deliver exceptional guest experiences and drive business success. This role offers an exciting opportunity to showcase your leadership, hospitality expertise, and passion for service excellence. As the driving force behind daily operations, you will ensure that every guest receives top-tier service while maintaining operational efficiency and financial performance. Your energetic approach and strategic mindset will inspire your team to achieve outstanding results and uphold the highest standards of hospitality.

As Hotel General Manager you will responsibility for all aspects of the operation, including: (1) Managing general property operational excellence, (2) Supporting the Director of Sales in Sales and Marketing Strategies, (3) Overseeing Revenue Management Strategies, (4) Performing HR responsibilities, and ensuring (5) overall Profitability of the hotel. Above all, this individual should be a great teacher and mentor to train and develop their junior staff.

Job Description:

• Review and follow-up on property guest satisfaction scores and comments. Ensure both properties maintain a strong reputation on review sites (Brand reviews, TripAdvisor, Third-Party Booking Sites, Google, etc.)
• Prepare for Brand Quality Assurance audits (i.e., Daily, Monthly, Quarterly, and Annually)
• Ability to develop and implement standard operating procedures, daily checklists, and training materials for operations staff to utilize.
• Manage the flow of labor between departments to support effective management of Labor Budget and achievement of profitability goals
• Act as a project manager for the execution of capital improvements (e.g., renovations, reinventions, refreshes, signage, etc.)
• Directly supervises the AGM, Front Desk and Housekeeping staff and department operations (e.g. hiring, terminating, disciplinary actions, and performance evaluations).
• Schedules front office team, maintaining adequate staffing levels while adhering to labor standard guidelines.
• Assigns duties to staff and observes performance to ensure adherence to hotel policies and established operating procedures.
• Adheres to all franchise and company procedures and regulations as well as standard operating procedures.
• Receives and resolves or assists in resolving guest complaints and employee issues.
• Maintains and implements established Emergency Procedures, assuring the security of guests and monies.
• Participates in the preparation of the hotel’s annual budget.
• Answers inquiries pertaining to hotel policies and services
• Other duties as assigned by Senior Management or Brand Requirements

Qualifications

• Associates or Bachelor's degree in hospitality management, business administration or a related field.
• At least five years of experience in hotel management.
• Strong leadership and communication skills to manage a team across multiple properties.
• Excellent financial acumen to manage budgets, revenue and expenses for both properties.
• Knowledge of hotel operations and procedures, including housekeeping, maintenance, guest services, and food and beverage.
• Strong customer service orientation to ensure high guest satisfaction.
• Oversee all aspects of hotel or resort operations, including front desk management, guest services, housekeeping, food and beverage, maintenance, and security.
• Lead, motivate, and supervise a diverse team of staff members, fostering a positive work environment focused on teamwork and exceptional service delivery.
• Manage revenue streams through effective revenue management strategies, pricing adjustments, and promotional initiatives to maximize profitability.
• Ensure high standards of guest relations by addressing guest inquiries, resolving complaints promptly, and creating memorable experiences that encourage repeat visits.
• Implement and monitor hotel policies, procedures, and standards to ensure compliance with safety regulations and brand guidelines.
• Oversee human resources functions such as hiring, training, performance evaluations, and staff development programs to build a skilled and engaged team.
• Handle budgeting responsibilities including expense control, financial reporting, and cost analysis to maintain financial health of the property.
• Coordinate night audit activities ensuring accurate financial records are maintained overnight while managing late-night guest needs.
• Utilize multi-line phone systems with professional phone etiquette to communicate effectively with guests, vendors, and staff.
• Conduct regular inspections of the property to uphold cleanliness, safety standards, and overall guest satisfaction.
• Develop strategies for improving guest services through innovative initiatives in hospitality management and customer service excellence.
• Foster strong relationships with local vendors, partners, and community stakeholders to enhance the hotel's reputation and operational effectiveness.
• Proven experience in hotel management or hospitality leadership roles with supervising experience in a fast-paced environment.
• Extensive knowledge of hotel operations including front desk management, night audit procedures, guest relations, and resort services.
• Strong background in revenue management, budgeting, human resources practices, and hospitality standards.
• Multilingual or bilingual abilities are highly desirable for effective communication with diverse guests and staff.
• Exceptional customer service skills with a focus on creating welcoming environments for guests from various backgrounds.
• Leadership qualities that inspire teams to perform at their best while maintaining high morale.
• Experience with hotel management software systems as well as multi-line phone systems; proficiency in phone etiquette is essential.
• Ability to handle complex situations with professionalism while demonstrating excellent problem-solving skills.
• Knowledge of guest services protocols including handling complaints efficiently and ensuring guest satisfaction at all touchpoints. Join us in shaping memorable experiences for our guests while leading a dedicated team committed to excellence in hospitality!

Pay: $72,774.52 - $85,599.42 per year

Benefits:

• Employee discount
• Paid time off

Work Location: In person

Salary : $72,775 - $85,599