What Does A Hotel General Manager Do?

WHAT DOES A HOTEL GENERAL MANAGER DO?

Published: Jul 22, 2025 - The Hotel General Manager oversees daily operations, trains staff in guest service and sales techniques, and manages labor and expenses based on occupancy forecasts. This role supports revenue strategy by monitoring market trends and local events, ensuring facility upkeep, and enforcing company policies. The general manager also recruits and develops staff, resolves guest issues with care, and contributes to budget planning through cost forecasting.

A Review of Professional Skills and Functions for Hotel General Manager

1. Hotel General Manager Duties

Talent Acquisition: Actively participate in the recruitment of associate talent.
Performance Management: Performance management, including daily development of team members, and timely annual review preparation and administration.
Onboarding Compliance: Ensure new associate orientation participation within 30 days of hire.
Timekeeping Oversight: Oversee time card record keeping of resort associates and managers.
Employee Records Management: Manage associate files, to include disciplinary documentation, positive remarks, training and certifications, reviews and assessments, merit increases, action plans, and more.
Employee Recognition: Promote the moments program to highlight positive interactions with owners, guests, and peers.
Leadership Mentorship: Mentor team members and other identified associates to assist in securing a bench of leaders for succession.
Training Assignment: Participate in Grand Pacific University (GPU) and assign applicable courses to resort associates.
Action Planning: Create time-bound action plans for the improvement of associates.
Culture Development: Cultivate an environment that embraces values and ensure GPRM's service culture is embodied by all associates.

2. Hotel General Manager Details

Survey Management: Ensure annual associate opinion survey responses are managed via manager action plans and that GPR Listens sessions are conducted according to the standard operating procedure.
Team Communication: Conduct regular team meetings to ensure effective communication of the resort team and encourage celebration through monthly team rallies.
Inventory Oversight: Oversee weekly inventory management, including the preparation and execution of relocation or rental of any vacant units.
Contract Compliance: Manage compliance of management contracts and vendors.
Maintenance Supervision: Oversee resort appearance and preventative maintenance (Synergy Program) to the highest standards possible.
Project Management: Manage and oversee construction and FF&E projects or renovations by verifying that a comprehensive and strategic, time-bound plan is in place.
Regulatory Knowledge: Maintain knowledge of the resort's CC&Rs and rules and regulations to ensure compliance.
Brand Standards: Ensure consistency and adherence to all GPR brand standards and standard operating procedures (best practices).
Owner Engagement: Host weekly Coffee Klatch activity to generate face time and feedback with resort owners.

3. Hotel General Manager Responsibilities

Audit Compliance: Follow up on quarterly resort audit action items and ensure compliance with actionable items reviewed during audits.
Property Inspections: Conduct weekly property walks and monthly property audits with plans to improve results, along with Mystery Shop results.
Owner Satisfaction: Manage annual owner survey action items and focus on increasing Owner Satisfaction scores year over year.
NPS Management: Maintain NPS Score at a 75% threshold or higher.
Reputation Monitoring: Monitor and encourage TripAdvisor reviews, and engage with owners and guests to improve resort rankings quarterly.
Service Assurance: Support GPRM's core purpose, "Enriching Lives by Creating Experiences Worth Sharing," by assuring all service best practices are embraced and adhered to.
Survey Analysis: Review exchange company survey data, along with internal survey data.
Complaint Resolution: Comments and complaints must be appropriately responded to promptly, with corrective action implemented.
Data Utilization: Utilize Salesforce daily to monitor owner and guest satisfaction scores, various survey responses, and Board of Directors activity, and provide a plan to improve results.
Budget Development: Develop and prepare annual operating and reserves budgets to fund reserves at 50% or greater.
Board Presentation: Present the annual budget to the Board of Directors for approval.

4. Hotel General Manager Job Summary

Delinquency Monitoring: Monitor HOA delinquency by working closely with the Collections team.
Financial Oversight: Oversee resort financial performance.
Variance Reporting: Prepare income statement (P&L) variance reports within two business days of financial review, including a time-bound plan to improve if a negative variance to budget occurs.
Expense Analysis: Utilize the cost per occupied room (CPOR) report to analyze department expenses.
Fee Collection: Ensure a minimum resort service fee (RSF) collection rate of 90%.
Ledger Compliance: Maintain city ledger compliance by collecting payments on reservations within 30 days.
Schedule Management: Manage and update the schedule of values (SOV).
Accounts Payable: Responsible for processing weekly accounts payable.
Reserve Management: Provide ongoing reserve study management, including updates to ensure specific threshold adherence.
Safety Participation: Participate in the resort owner, guest, and associate safety, including monthly safety walks, safety meetings, and resort-specific safety programs.
Claims Handling: Participate in workers' comp claims and incident reporting.

5. Hotel General Manager Accountabilities

Workplace Safety: Maintain an accident-free workplace and celebrate safe work practices.
Ethical Standards: Exhibit the highest level of ethics and integrity consistent with GPRM's standards.
Board Preparation: Produce timely, accurate, and mail-ready Board packet development.
Meeting Coordination: Coordinate successful Board meetings by total compliance with Board meeting standard operating procedures.
Survey Monitoring: Monitor annual Board of Directors survey results to ensure BOD member satisfaction.
HOA Knowledge: Maintain a strong working knowledge of HOA relationships while exhibiting working knowledge of HOA documents, governing statutes, and Board meeting procedures.
Contract Negotiation: Negotiate contracts on behalf of the HOA by presenting them in the correct legal fashion and having them vetted for implementation.
Client Interaction: Interact with clients through resort tours, entertainment, and management services presentations.
Transition Assistance: Assist with resort transitions by self and team members.
Project Volunteering: Volunteer for and accept special projects.
Project Execution: Flawlessly execute projects according to the identified scope and timeline.

6. Hotel General Manager Functions

Meeting Attendance: Attend mandatory hotel meetings, including divisional meetings and staff meetings.
Executive Interaction: Maintain daily interaction with executive committee members and property leaders.
Community Engagement: Participate in community events and ensure the corporate social responsibility goals of SBE are met.
Software Proficiency: Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, PowerPoint) as well as Open Table, Seven Rooms, TAR, Opera, and any property-specific systems used.
Leadership Qualities: Demonstrate positive leadership characteristics that inspire team members to meet and exceed the standard.
Policy Compliance: Ensure that all staff follow and are in compliance with SBE’s policies and procedures.
Cultural Integration: Assimilate into a multi-property culture through understanding, supporting, and participating in all SBE elements.
Service Knowledge: Demonstrate working knowledge of the service standards.
Attendance Standards: Attendance in conformance with the standards that may be established by the Board from time to time is essential to the successful performance of this position.
Schedule Flexibility: Work varying schedules to reflect the business needs of the property, including weekends and holidays.

7. Hotel General Manager Job Description

Market Analysis: Provide the revenue management department with general market information and possess knowledge of local market conditions and special events that may impact occupancy or rate.
Sales Training: Train the front desk on successful selling techniques.
Budget Input: Provide input to the annual budget by forecasting changes in operating expenses and labor costs.
Cost Control: Use business forecasts to control costs by scheduling labor to occupancy requirements and controlling other expenses in accordance with business demand levels.
Purchasing Compliance: Execute company policies and procedures for purchasing.
Guest Service Training: Train staff to successfully perform guest service procedures such as greeting, scripts, and pre-assignment of rooms.
Conflict Resolution: Train staff on handling upset guests with tact and compassion, and personally attend to difficult situations involving upset guests.
Service Recovery: Attempt to resolve all instances of poor guest service before guests leave the property.
Guest Communication: Respond to guest complaint letters, online reviews, and telephone calls.
Staff Recruitment: Recruit, select, train, and lead employees to deliver excellent guest services and quality products.
HR Management: Properly carry out company policy for human resources management, payroll administration, personnel transactions, and fair treatment of employees.
Leadership Development: Train and develop potential management prospects to follow accepted standards of conduct, business ethics, and conflicts of interest.
Quality Assurance: Ensure a satisfactory guest experience and safeguard the property's physical assets by maintaining the physical condition of the hotel to established quality control standards.
Maintenance Programs: Run preventative maintenance and quick-fix programs.

8. Hotel General Manager Overview

Revenue Achievement: Responsible for achieving revenue and maximizing the profitability of the hotel.
Team Development: Educate, train, and develop hotel team members to ensure each team member executes the primary job functions effectively, and results contribute to the financial success of the hotel.
Labor Management: Effectively manage labor standards and payroll.
Guest Service: Promote and deliver exceptional guest service and cleanliness of the hotel every time to each guest.
Issue Resolution: Ensure all guest-related issues are resolved promptly and as expected.
System Proficiency: Must be proficient or be a quick learner in utilizing the Medallia portal.
Staffing Management: Responsible for recruiting and maintaining appropriate staff levels at all times.
Property Maintenance: Responsible for maintaining the property safe, clean, and in good condition, the hotel must always be guest-ready.

9. Hotel General Manager Details and Accountabilities

Cash Management: Effectively manage and collect money from in-house guest balances, direct bills, and vending vendors.
Quality Assurance: Responsible for achieving positive results during district manager visits and assessments, brand quality assurance visits, and ownership visits.
Continuous Improvement: Achieve continual improvement.
Inventory Control: Responsible for ordering, inventory, control of goods, and budget control.
Program Management: Execute and manage programs, processes, guidelines, and policies.
Decision Making: Ensure all decisions are made in the best interest of the ownership, management company, and guests.
Sales Management: Responsible for sales and marketing of the hotel as part of achieving revenue and maximizing profitability.
Local Knowledge: Maintain in-depth knowledge of the hotel surroundings and area.

10. Hotel General Manager Tasks

Operations Supervision: Supervise front office, housekeeping, and transportation operations to ensure a continual level of outstanding customer service.
Policy Enforcement: Maintain established company policies and processes related to customer service techniques, proper identification and payments, up-selling, and phone etiquette.
Revenue Leadership: Serve as the leader of the revenue management team by reviewing hotel availability, group pick-up, pricing strategies, and assisting in developing opportunities to enhance revenues.
Guest Care: Ensure guest needs are properly cared for in a comfortable, safe, and efficient manner.
Fleet Management: Work with the operations manager to ensure vehicles are properly maintained and suitable for use.
Marketing Participation: Participate in the property's marketing and selling efforts by contributing to the development of the annual marketing plan, special sales plans and efforts, and ensuring an active sales effort in all front office operations.
Guest Relations: Handle and respond to guest concerns and requests promptly.
Quality Control: Ensure the accuracy and attainment of all guest interaction logs, such as guest complaints, requests, dry cleaning, lost and found, and maintenance work orders, for excellent quality control and follow-through.

11. Hotel General Manager Roles

Employee Relations: Maintain positive employee relations, including annual reviews, coaching, counseling, and ongoing training and development.
Staff Development: Direct and train managers and supervisors within the rooms division, developing and executing action plans and training for all staff, including new hires, to encourage professional growth and reduce employee turnover.
Scheduling Management: Oversee the scheduling of staff to ensure adequate coverage while staying within budget constraints and established productivity standards.
Meeting Facilitation: Prepare and conduct monthly department meetings.
Reservation Review: Review the current day's expected arrivals and check all VIP and special request reservations to ensure they are pre-registered and pre-blocked.
Departure Processing: Check the status of departures daily to make sure proper processing occurs.
Communication Monitoring: Check for updated communication in the daily log.
Interdepartmental Coordination: Positively interact with other departments to ensure a seamless experience for each guest.

12. Hotel General Manager Additional Details

Security Coordination: Work with Nationwide Security to ensure a continually safe environment and maintain a positive inter-company relationship.
Reporting and Forecasting: Prepare requisite reports on a daily, weekly, monthly, and annual basis. Develop forecasts, budgets, and pro forma.
Inventory Control: Maintain key inventory and controls.
Facility Inspections: Perform scheduled and unscheduled inspections and manage the deep cleaning schedule.
Financial Review: Review and compare daily, weekly, and monthly financial reports.
Leadership Participation: Serve as an active member of the Nationwide Hotel and Conference Center leadership team, contributing to the property's strategic plan and assisting in the development of operational and sales policies and procedures.
Communication Management: Conduct or attend meetings to maintain effective lines of communication, foster favorable working relationships, and promote maximum morale, productivity, and efficiency.
Vendor Management: Manage vendors and continue maintaining a working relationship.
System Liaison: Be the point person for all interfaces with the PMS system.
Property Improvement: Work on upgrades and changes for the betterment of the property.

13. Hotel General Manager Essential Functions

Hotel Management: Be responsible for handling the overall affairs of the hotel and working together with all hotel staff to complete the goals set by the hotel on time.
Policy Development: Formulate the hotel's management objectives and operating policies, including creating various rules and regulations and service operating procedures, stipulating the responsibilities of managers and employees at all levels, and supervising their implementation.
Market Expansion: Develop a market expansion plan and lead the sales department to carry out a comprehensive sales promotion.
Pricing Strategy: Formulate a series of hotel prices, such as room rates, catering gross profit, KTV revenue and expenditure, hot spring entertainment center, sauna, and other economic indicators and tasks.
Business Analysis: Read and analyze the monthly report in detail, check business progress and completion of the plan, and take countermeasures to ensure the hotel business operates smoothly.
Organizational Improvement: Establish and improve the hotel’s organization and management system to rationalize and simplify it.
Meeting Leadership: Preside over the weekly office meeting of the general manager's office.
Safety and Quality Oversight: Read the report on fire protection and quality inspection, and provide instructions and comments on various issues.
Communication Coordination: Communicate the relevant instructions, documents, and notices of the government and the chairman or council, coordinate the relationship between various departments, and ensure the hotel has an efficient working system.
Financial System Improvement: Improve the hotel's financial system.
Financial Oversight: Read and analyze various financial statements, check and analyze monthly business conditions, supervise the financial department to perform cost control and financial budgeting, and review revenue and expenditure, accounts receivable, and accounts payable.

14. Hotel General Manager Role Purpose

Product Supervision: Supervise the functioning of all product areas of the location, including front of the house, back of the house, F\&B, kitchen, cowork, and experience, optimizing all opportunities.
Cross-Functional Coordination: Connect with the country and global product leads to ensure the proper functioning of products in the location.
Inventory Management: Ensure the location is properly stocked with all necessary supplies and equipment.
Financial Management: Manage the location’s P&L and reporting, ensuring that all revenue, costs, and data are consistent across all channels.
Accounting Compliance: Ensure proper accounting recording and compliance with local accounting requirements and legalities.
Accounting Controls: Ensure controls and systems for accounting on site are followed at all times and are in line with Selina's guidelines.
Regulatory Compliance: Ensure compliance with all location-applicable laws and practices and report all issues that arise or may disrupt the business.
Management Oversight: Act as the direct manager for all location managers.
Recruitment Leadership: Lead and support the recruitment and selection process for open positions at the location.
Staffing Planning: Create and manage the staffing plan for the location.

15. Hotel General Manager General Responsibilities

Cost Management: Ensure that staffing has a low impact on P&L while maintaining high levels of service and experience.
Payroll Management: Revise and manage the location’s payroll, benefits, and incentive plans.
Safety Implementation: Supervise the implementation of the environmental health and safety plan at the location.
Revenue Achievement: Meet and exceed the location’s revenue goals.
Sales Strategy: Establish and manage the sales strategy for the location.
Partnership Development: Generate local partnerships to promote the Selina brand.
Marketing Management: Create and manage the location’s marketing plan following brand guidelines.
Brand Compliance: Ensure proper use of the brand guidelines.
Experience Management: Support and manage an environment that provides a positive experience in all Selina communities, including guests, visitors, employees, and the local community.
Program Implementation: Ensure proper implementation of the experience and programming designed for the location.
Team Support: Be present at the location to support team members in providing a great experience.

16. Hotel General Manager Key Accountabilities

Daily Operations: Tour the operating departments daily and make adjustments through department heads.
Staff Meetings: Conduct weekly staff meetings, including weekly training sessions presented by managers, using the steps to effective training according to hotel standards, and reviewing previous and future sales and operations efforts.
Financial Compliance: Meet all financial review dates and corporate-directed programs promptly.
Financial Reviews: Hold a monthly financial review with all department managers.
Productivity Oversight: Ensure that all department heads maintain budgeted productivity levels and hotel standard checkbook accounting procedures.
Manager Development: Develop managers for future advancement through competency training and corporate-sponsored training programs.
MOD Coverage: Participate in required MOD coverage as scheduled.
Trainee Monitoring: Maintain direct contact with and monitor the development of management trainees.
Policy Enforcement: Adhere to all hotel policies and procedures and train new managers to ensure compliance.
Budget Assistance: Oversee and assist in the hotel budget process.

17. Hotel General Manager Roles and Details

Training Oversight: Ensure that training in service standards is taking place in each department using the steps to effective training according to hotel standards.
Team Building: Assist in creating a positive team-oriented environment that focuses on the guest through employee development and motivation.
Room Inspection: Inspect rooms regularly, at least weekly, with both the housekeeping manager and property engineer.
Invoice Processing: Ensure complete processing of invoices daily by using the accounts payable process.
Financial Reporting: Ensure that all appropriate information for financial documents is received by the corporate office daily, weekly, and monthly.
Property Maintenance: Ensure the cleanliness and maintenance of the physical property through inspections and preventive maintenance programs with department managers.
Employee Conduct: Ensure that employees are at all times attentive, friendly, courteous, and efficient in their interactions with guests, managers, and all other employees.
Financial Forecasting: Forecast weekly the hotel's financial position by estimating revenues and line-by-line expenses, and analyze previous and projected data to generate an accurate reforecast.
Candidate Interviewing: Interview all prospective final candidates for any vacant management position within the hotel prior to any offer being extended.

18. Hotel General Manager Responsibilities and Key Tasks

Client Relations: Meet clients on the property, including meeting contacts and potential clients touring the property, to assist in the sales effort.
Guest Engagement: Be present in public areas during peak times, greeting guests and offering assistance.
Safe Procedures: Ensure procedures for handling the hotel safe, specifically regarding security and monthly safe audits, are followed and occur.
Credit Management: Ensure monthly credit meetings are conducted and take an active role in the hotel's credit and collection policies.
Training Certification: Complete the required corporate training modules and become certified to train others.
Meeting Coordination: Ensure that all scheduled meetings take place on the property.
Service Attitude: Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
Meeting Attendance: Attend all hotel-required meetings and trainings.
MOD Participation: Participate in MOD coverage as scheduled.
Attendance Compliance: Maintain regular attendance in compliance with hotel standards and scheduling, which will vary according to the needs of the hotel.
Personal Appearance: Maintain high standards of personal appearance and grooming, including wearing nametags.
Operational Compliance: Comply with hotel standards and regulations to encourage safe and efficient hotel operations.

19. Hotel General Manager Duties and Roles

Operations Oversight: Understand and oversee the proper operations of the hotel.
Staff Communication: Hold regular staff meetings and ensure communication throughout the hotel.
Compliance Management: Ensure full compliance with hotel operating controls, SOPs, policies, procedures, and service standards.
Issue Leadership: Lead all key property issues, including capital projects, customer service, maintenance and upkeep, cleanliness, and food and beverage.
Visibility and Engagement: Maintain high personal visibility throughout the hotel by walking the property inside and out at least once a day, greeting a minimum of two people checking in, checking out, and at breakfast. Greet each staff member while on the property walk.
Community Relations: Ensure community involvement by visiting community partners such as the visitor bureau, convention centers, athletic facilities, fairgrounds, and chamber of commerce.
Event Participation: Attend functions, ribbon cuttings, grand openings, and events put on by community partners regularly.
Hotel Networking: Build and maintain good relationships with other area hotels for overflow or recommendation needs.
Legal Compliance: Ensure full hotel compliance with all city, county, state, and federal laws.
Hiring Compliance: Responsible for legal completion of new hire paperwork and following the Occupational Health and Safety Act, fire regulations, and other legal requirements.
Guest Experience: Create and maintain a guest satisfaction-driven operation, empowering hotel staff to excel in superior guest service.
Complaint Handling: Handle complaints in a timely fashion and oversee service recovery procedures.
Service Recovery Training: Ensure training of staff in proper service recovery.

20. Hotel General Manager Roles and Responsibilities

Budget Management: Responsible for the preparation, presentation, and achievement of the hotel's annual operating budget, marketing and sales plan, and capital budget.
Profitability Oversight: Manage the ongoing profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded.
Strategic Decision-Making: Ensure all decisions are made in the best interest of the hotel and management.
Goal Setting: Deliver hotel budget goals and set other short- and long-term strategic goals for the property.
Improvement Implementation: Develop and carry out improvement actions based on the budget.
Financial Analysis: Understand the P&L statements and respond with impactful strategies.
Report Monitoring: Closely monitor daily hotel reports and take any necessary action.
Revenue Maximization: Maximize room yield and hotel revenue through innovative sales practices, yield management programs, and by working with maintenance, front desk, brand support, and teams to ensure all rooms are available when a full hotel is anticipated.
Reporting: Prepare weekly and monthly reports for the management company and the owners.
Inventory Management: Establish the proper PAR levels and ensure proper ordering and inventory of operating supplies and equipment, including contracting with third-party vendors for essential equipment maintenance.
Hiring Authority: Act as a final decision maker in hiring staff.
Hiring Compliance: Ensure all hiring paperwork is filled out and complete, and all training is completed and documented.
Staff Recruitment: Recruit, select, train, and manage employees to deliver superior guest services and quality products that will lead to maximizing revenue and profitability goals.
Staff Development: Responsible for ongoing staff development, including coaching, recognition, promotions, cross-training, verbal warnings, written warnings, suspensions, and terminations, as well as all the proper documentation of such actions.

21. Hotel General Manager Duties

Department Management: Oversee and manage all departments and work closely with department heads daily.
Financial Security: Protect guests and the hotel's financial assets by administering or following all policies and procedures for cash handling, credit card handling, accounts payable, accounts receivable, payroll, and all other financial transactions.
Asset Protection: Protect guests and the hotel's physical assets by ensuring all preventative maintenance procedures are followed, key management policies are in place and adhered to, and physical issues of the hotel are handled immediately and properly.
Leadership: Provide effective leadership to hotel team members.
Accountability: Be accountable for department heads and take ownership of all guest complaints and issues.
Audit Response: Respond to audits to ensure continual improvement is achieved.
Deadline Management: Ensure all deadlines are met, including payment of invoices, report submissions, occupancy tax filing and payment, property tax filing and payment, budgets, and payroll.
Business Development: Take part in corporate and group business handling and new business acquisition along with the sales team.
Work Flexibility: Work including weekends, holidays, and nights
Emergency Preparedness: Be prepared for and train the team to respond to any fire, life, or safety emergency immediately and properly.

22. Hotel General Manager Details

Brand Compliance: Compliance with Brand standards and revenue management.
Budget Management: Develops, recommends, implements, and manages the hotel’s annual budget.
Program Development: Creates new programs in response to market conditions and revenue opportunities.
Financial Protection: Protects the hotel’s financial assets by properly administering policies and procedures for handling cash, credit cards, accounts payable, accounts receivable, payroll, and all other financial transactions.
Safety Administration: Properly administers policies and procedures for protecting the safety of guests and employees.
Revenue Generation: Generates revenue to meet or exceed budget expectations.
Marketing Collaboration: Works closely with the V.P. of hotels to develop an effective marketing plan and direct the sales effort.
Competitive Analysis: Identifies and analyzes competition, both locally and regionally.
Campaign Design: Designs new programs and campaigns to develop additional sales from the various market niches.
Visibility: Maintains a high personal visibility throughout the property and throughout the community.

23. Hotel General Manager Responsibilities

Operational Strategy: Develop hotel operational strategies by evaluating trends, establishing critical measurements, determining production, productivity, quality, and customer-service strategies, accumulating resources, resolving problems, and implementing change.
Financial Strategy: Develop hotel financial strategies by estimating, forecasting, and anticipating requirements trends and variances, aligning monetary resources, developing action plans, measuring and analyzing results, and initiating corrective actions.
Facility Maintenance: Maintain the hotel's stature by inspecting rooms, public access areas, and outside grounds for cleanliness and order.
Marketing Promotion: Promote the hotel by developing and implementing advertising and publicity programs, deciding the type of patronage to be solicited, and speaking to the local community.
Strategic Leadership: Functioning as the primary strategic leader of the hotel with responsibility for all aspects of the operation, including guest and associate satisfaction, financial performance, and sales and revenue generation.
Business Analysis: Analyzing business results and working with the leadership team to develop effective strategies to address needs.
Decision Making: Making key decisions and overseeing execution, and ensuring appropriate resources are available to achieve business results.
Corporate Reporting: Reporting directly to and dealing with corporate management.
Brand Compliance: Ensuring brand standards are met with the objective of meeting or exceeding guest expectations, communicating follow-up actions to the team.
Human Resources: Accomplish hotel human resource strategies by determining accountability, communicating and enforcing values, policies, and procedures, recruitment, selection, orientation, training, coaching, counseling, disciplinary, and communication programs, planning, monitoring, appraising, and reviewing job contribution.

24. Hotel General Manager Job Summary

Sales Recruitment: Recruit an outstanding sales team that is passionate about delivering exceptional customer service.
KPI Achievement: Find innovative ways to achieve KPIs set by the business and accurately report all sales data to relevant teams.
Training Leadership: Lead and create seasonal training sessions with the team to maximize product knowledge.
Customer Service Collaboration: Collaborate with the head of retail to continually improve and maintain customer service through key trading periods.
Product Management: Order, manage, and provide feedback on products and materials needed for the store.
Inventory Control: Perform monthly inventory to meet the business KPI for stock accuracy.
Space Coordination: Manage the interior design diary with the interior design manager to ensure space is set up in the store to deliver meetings.
Event Execution: Work with key internal stakeholders to deliver and execute in-store events.

25. Hotel General Manager Accountabilities

Visual Merchandising: Maintaining visual merchandising standards with a keen commercial eye and a proactive approach to trading conditions.
Event Management: Manage & host in-store events in line with the marketing calendar.
Stakeholder Relations: Build relationships with multiple stakeholders across internal departments to support retail success.
Communication Skills: Excellent communication skills with a confident sales approach.
Customer Service Leadership: Lead by example in providing members with a professional, warm, and friendly customer service across all facets of the store.
Sales Leadership: Leading the team in driving sales & achieving set budgets and KPIs.
Collaborative Event Management: Working collaboratively with internal stakeholders to run store events and member spaces.
Data Analysis: Analyze & feed back data from sales and customers to better understand and service the customer.

26. Hotel General Manager Functions

Revenue Leadership: Lead the property in revenue through sales and marketing efforts.
Market Knowledge: Maintain strong knowledge of and relationships in the local market and community.
Financial Analysis: Review financial reports and statements to understand the property's performance versus its budget and expenses, identify areas of concern, and develop strategies to improve performance.
Team Coaching: Coach and support the team to effectively manage occupancy, rates, wages, and controllable expenses.
Goal Achievement: Strive to accomplish financial goals while achieving superior guest and team satisfaction.
Cost Management: Manage costs within the hotel, including supplies, labor, utilities, food, and beverage expenses, to stay within budgeted parameters.
Training Coordination: Ensure service, technical skills, and other training occur throughout the property.
Relationship Building: Establish and maintain open, collaborative relationships with direct reports and the entire team.
Budget Compliance: Analyze profit and loss statements and bring line items within budget by making necessary corrections to operational procedures.
Property Maintenance: Be responsible for the physical welfare of the property, including monitoring all maintenance, repairs, and alterations to the physical plant.
Cleanliness Standards: Maintain the property at the highest levels of cleanliness and condition to ensure, at a minimum, an Acceptable rating or above on brand evaluations.

27. Hotel General Manager Job Description

Operations Oversight: Oversee the operational functions of the hotel.
Issue Leadership: Lead all key property issues, customer service, and refurbishment.
Profitability Management: Manage the ongoing profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded.
Goal Delivery: Deliver the hotel’s budget goals and set other, short and long-term, strategic goals for the property.
Improvement Planning: Develop improvement action plans to improve revenue, customer service standards, and carry out cost savings through improving efficiencies to deliver the profitability of the hotel.
Compliance Management: Ensure full compliance with hotel operating controls, policies, procedures, and high-level customer service standards, and fine-tune processes to improve the overall standards of service and efficiencies within the hotel.
Complaint Handling: Handling complaints and overseeing the service recovery procedures.
Financial Strategy: Understanding of P&L statements and the ability to react with impactful strategies, with specific smart actions for improvements to drive improvements across revenue and profitability.
Business Monitoring: Monitor the hotel's business reports on a daily/weekly basis and make decisions accordingly.

28. Hotel General Manager Overview

Revenue Collaboration: Work closely with the group revenue manager to maximize room yield and the hotel's revenue through innovative sales practices and yield management programs.
Financial Reporting: Prepare monthly financial reports on the overall hotel performance, including clear next steps to drive revenue, exceed customer service standards, achieve colleague engagement KPIs, and increase profitability.
Procurement Support: Support the group head of buying in procuring operating supplies and equipment, and contracting with third-party vendors for essential equipment and services.
Hiring Authority: Act as the final decision-maker in hiring key colleagues and consistently exceed guest service expectations.
Department Management: Oversee and manage all departments, working closely with department heads daily with a hands-on approach, leading from the front on the floor with the teams, and role modeling excellent customer service engagement and standards across the property.
Leadership Development: Lead and develop the heads of department in an inspiring manner to ensure career progression and development.
Team Leadership: Provide effective leadership to hotel team members, always leading from the front and exceeding all guest expectations.
Business Planning: Lead in all aspects of business planning.

29. Hotel General Manager Details and Accountabilities

Audit Response: Respond to all health and safety, fire, and food safety audits to ensure continual improvement is achieved and relevant standards across the operation are always in place.
Quality Oversight: Safeguard the quality of operations through oversight of both internal and external audits.
Legal Compliance: Ensure compliance with all legal requirements, including the Occupational Health and Safety Act, fire regulations, and other legal obligations.
Culture Building: Build a culture of continuous improvement and strong team ethos across the hotel, encouraging cross-functional teamwork to exceed guest expectations.
Team Development: Develop an effective, cohesive, and competent customer-focused team, with customers at the heart of all service delivery.
Revenue Growth: Proactively seek opportunities to maximize revenue and develop new service and event offerings.
Service Continuity: Ensure continuity of the hotel's service, standards, and processes across the property.
Team Leadership: Lead and inspire the team to excellence, delivering world-class product knowledge and service.

30. Hotel General Manager Tasks

Compliance Management: Ensures compliance with the management company and franchise standards for personnel administration and performance, service to patrons, and room rates.
Guest Service: Delivers outstanding guest service and financial performance.
Delegation and Supervision: Delegates authority and assigns responsibility to all employees, and supervises the work activities of all employees.
Staff Training: Ensure staff receive proper training for each position, including safety training and standard operating procedures.
Budget Planning: Allocates funds, authorizes expenditures, and assists departmental managers in budget planning.
Cost Monitoring: Monitors cost controls for each department regularly.
Facility Inspection: Inspects guests' rooms, public access areas, and outside grounds for cleanliness and appearance.
Complaint Resolution: Answers patrons' complaints and resolves problems to maintain Guest Satisfaction.
Employee Relations: Handles and resolves employee issues.
Procedure Adherence: Adheres to all franchise and company procedures and regulations, as well as standard operating procedures.
Cash Handling: Ensures bank deposits are made daily, including weekends and holidays.
Payroll Management: Ensures employee paperwork, work schedules, and payroll are completed and submitted promptly.
Report Auditing: Audits daily reports and processes monthly reports.
Supply Management: Order supplies and equipment and follow company procedures.
Emergency Management: Available to manage hotel situations/emergencies.

31. Hotel General Manager Roles

Strategic Leadership: Functioning as the primary strategic leader of the hotel with responsibility for all aspects of the operation, including guest and associate satisfaction, human resources, financial performance and sales and revenue generation.
Leadership Development: Identifies leadership and fosters career development.
Team Building: Creates a cohesive leadership team and positive business environment that consistently delivers results.
Staffing Management: Establish staffing requirements and support in recruiting, selecting, hiring, training and developing the pre-opening team.
Marketing Strategy: Develops deployment strategies to market property to continue to grow market share.
Revenue Support: Supports the sales strategy by encouraging effective revenue management practices.
Market Analysis: Reviews the report, competitive shopping reports, and uses other resources to maintain an awareness of the property’s market position.
Capital Management: Ensures capital expenditure funds are being budgeted and deployed effectively.

32. Hotel General Manager Additional Details

Accountability Management: Holds team accountable for successful performance positively.
Open Communication: Utilizes an “open door” policy.
Goal Communication: Communicates a clear and consistent message regarding property goals to produce desired results.
Team Engagement: Fosters team member engagement to provide excellent service.
Operational Participation: Participates in daily operations to ensure strong and sustained interdepartmental communications, problem resolution, and guest satisfaction.
Forecast Accuracy: Ensures accurate revenue, expense, and labor forecasts and execution.
Cost Control: Use business forecasts to manage costs by scheduling labor by staffing guidelines, controlling other expenses by business demand levels, and controlling utility expenses by energy management and building operations standards.
Ownership Partnership: Partner closely with ownership and work to understand their priorities and exceed their expectations through proactive and ongoing communication.

33. Hotel General Manager Essential Functions

Budget Management: Develop, administer, and control the hotel revenue and expense budgets.
Payroll Approval: Review and approve the hotel payroll.
Document Review: Review and approve transmittals and other front office paperwork, and reports.
Sales Support: Facilitate lead management processes within the hotel and provide sales support to the team.
Checklist Completion: Completes monthly, weekly, and daily checklists.
Report Submission: Ensures reports are submitted daily by the company.
Team Coaching: Coach and train all members of the hotel team on their roles.
Inventory Management: Review room inventory management to ensure maximization of room revenue.
Staff Development: Ensure proper selection, training, counseling, and motivation of all team members.
Management Hiring: Hire, train, counsel, and motivate management team members.
Performance Review: Review all hourly personnel performance appraisals.

34. Hotel General Manager Role Purpose

Performance Appraisals: Conduct all management performance appraisals.
Disciplinary Review: Review all hourly team member disciplinary procedures and documentation.
Progressive Discipline: Follow progressive discipline steps, up to and including termination, to correct team member performance deficiencies.
Guest Feedback: Meet with and solicit comments from guests regularly to determine their level of satisfaction with guest services and facilities.
Corrective Action: Take appropriate corrective actions on a timely basis.
Room Inspection: Inspect rooms daily according to quality standards for cleanliness and proper preventative maintenance.
Quality Program Management: Develop and maintain hotel programs to ensure that the quality program criteria are met.
Capital Improvement: Complete and submit all forms for capital improvement for the hotel.
Emergency Training: Ensure all team members are trained to act according to procedure in the event of an emergency or accident at the hotel.
Community Involvement: Maintain an active and visible position in the local community and industry.
Industry Relations: Develop and maintain rapport with competitive hotels, the city convention and visitors bureau, chamber of commerce, lead sources, and clients.

35. Hotel General Manager General Responsibilities

Client Relations: Positive, professional, and client-oriented attitude about the company with coworkers, tenants, clients, and the public, whether contact is by mail, telephone, or in person.
Process Improvement: Strive for improvements in work processes and results to better meet clients' expectations.
Property Coordination: Assigned properties, acted as Oldham Goodwin Group’s primary coordinator to ensure that efforts fully meet and exceed contractual property management obligations.
Operations Management: Direct the day-to-day activities of loss prevention, risk management, safety/security, maintenance, sales, marketing, and other operations.
Budget Development: Develop operating income/expense budgets and capital budgets that reflect the owner's objectives for operating the property, cash flow requirements, and leasing strategy.
Reporting Preparation: Prepare this document to be used as an ongoing accounting reporting tool.
Accountability Management: Accountability includes the administration of budgets, operational review, and analysis of corrective action needed.
Profitability Programs: Recommend and implement programs that contribute to the center's profitability.
Financial Analysis: Analyze and distribute monthly financial statements, including operating variances from budget, cash management, and strategies for the collection of receivables.
Asset Improvement: Bid work for asset improvement.

36. Hotel General Manager Key Accountabilities

Record Keeping: Keep accurate records of current space conditions, including roof, HVAC, utilities, and special circumstances.
Property Maintenance: Keep the space in condition to show.
File Management: Maintain complete and accurate property files and records, according to department systems, with an emphasis on documentation for future reference.
Headquarters Coordination: Coordinate with headquarters support staff on management company procedures for processing and distributing information.
Status Reporting: Provide prompt, detailed, and accurate general status reports on all properties assigned.
Revenue Coordination: Coordinate the collection and documentation of all revenues following direct billing of groups and the owner's policy on accounts receivable.
Delinquency Collection: Collect delinquent accounts promptly.
Accounting Communication: Communicate with the accounting department to ensure the accuracy of accounts receivable.
Vendor Management: Engage, contract, supervise, and approve invoices for all goods/services required to maintain the properties up to company and owner standards.
Emergency Preparedness: Develop a network of emergency services and be available for 24-hour/weekend coverage.
Maintenance Supervision: Supervise on-site maintenance mechanics, if utilized at assigned properties.

37. Hotel General Manager Roles and Details

Service Evaluation: Develop specifications and continually evaluate service needs and performance in all areas of maintenance and management.
Capital Planning: Forecast and manage the replacement of major capital expense items, including HVAC systems, roof systems, parking lot surfaces, etc.
Guest Relations: Manage guest relations and coordinate requests for repairs and maintenance, understanding of hotel charges and guest concerns.
Collaboration: Establish and maintain collaborative working relationships between departments, with coworkers, and particularly with other members of a project team.
Meeting Leadership: Prepare for team meetings in advance, and act as chairperson for the meeting.
Technology Awareness: Keep abreast of new technologies, systems, and procedures related to hotel management.
Staff Oversight: Oversight of staff consisting of approximately 20 employees.
Sales and Revenue Coordination: Oversight and involvement with the hotel sales team and the corporate revenue management team.

38. Hotel General Manager Responsibilities and Key Tasks

Operations Management: Manage the day-to-day operations of the front desk, maintenance, housekeeping, valet, and shuttle departments.
Financial Oversight: Provide financial management and oversight.
Property Management: Oversee the physical property, including the exterior, interior, and all fixtures, furnishings, and equipment.
Property Improvement: Supervise property improvements.
Staff Hiring: Assist in the hiring of staff members.
Scheduling: Set the weekly staff schedule.
Role Management: Ensure all staff members know their roles and work efficiently each day.
Training Management: Oversee training and maintain training documentation.
Policy Enforcement: Administer and enforce company policies and procedures.
Guest Relations: Manage all aspects of guest relations.

39. Hotel General Manager Duties and Roles

Financial Reporting: Provide regular financial and general reporting to the ownership.
Leadership Presence: Deliver present, guest-facing leadership.
Team Culture: Create and build a strong team culture.
Communication: Inspire and communicate regularly with associates.
Protocol Development: Establish SOPs and other service protocols.
Guest Experience: Consistently build and improve the overall guest experience.
Sales Collaboration: Collaborate with sales and marketing teams to present strategic, revenue-driving advertising.
Personnel Management: Hire, supervise, coach, and conduct performance reviews of key personnel.

40. Hotel General Manager Roles and Responsibilities

Operational Management: Be responsible for efficiently running all the hotel’s operational departments.
Guest Service Compliance: Comply with the company's guest service policy by ensuring guests are always a priority, anticipating their needs, and responding appropriately to queries, requests, and complaints.
Vision Alignment: Demonstrate an understanding of the company vision in your role and support the mission.
Revenue Maximization: Ensure revenue is maximized throughout the business through efficient yield, upselling, and revenue management.
Strategic Planning: Work in conjunction with the senior team to develop a strategic business plan and ensure that the current business plan is implemented and followed.
Safety Management: Manage and conduct work activities to ensure the safety, health, and welfare of all colleagues and guests.
Comprehensive Operations: Be responsible for all aspects of hotel operations, from day-to-day staff management to guest and client relations.
Leadership and Planning: Provide leadership and strategic planning to all departments in support of service expectations, maximizing operations, and overall guest satisfaction to achieve full profitability.
Daily Reporting: Make a daily report showing all income received, rooms rented, rates received for each room, and expenses incurred, and prepare any other necessary reports to record and verify all income and expenses.
Franchise Compliance: Comply with all franchise standards, rules, and regulations as presented and participate in all marketing and promotional activities.

Relevant Information

What Does A Deputy General Manager Do?