Hotel General Manager Role, Responsibilities, and Leadership

A Hotel General Manager (GM) or Hotel Manager is responsible for overseeing the entire daily operations of a hotel or resort property. This includes managing staff, supervising finances, ensuring guest satisfaction, and maintaining the overall appearance and functionality of the property.

The General Manager is the person in charge of directing and leading the hotel staff. They must be an ambassador for the brand and the hotel, providing leadership and strategic planning for all departments to support a culture of service, maximize operations, and ensure guest satisfaction. They work very closely with hotel owners and other stakeholders.

This role involves managing the hotel’s management team (HODs), budgeting and forecasting revenue, managing costs, and hiring and training staff. Ultimately, the GM is responsible for managing the hotel’s profitability and meeting guest satisfaction goals.

Duties and Responsibilities of a Hotel General Manager

The GM’s responsibilities cover all aspects of the hotel, from finances to guest relations.

Operations and Leadership

- Oversee all hotel operations functions, according to the organizational chart.
- Hold routine briefings and meetings with all departmental heads.
- Supervise and manage all departments and work closely with HODs every day.
- Provide effective leadership to hotel team members.
- Lead all major property issues, including capital projects, customer service, and improvements.
- Act as the final decision-maker in hiring key staff.
- Manage and develop the hotel executive team to ensure career development.
- Coordination with HODs for the implementation of all activities and functions.

Financial Management

- Responsible for the preparation, presentation, and subsequent achievement of the hotel’s annual operating budget, marketing and sales plan, and capital budget.
- Manage sustainable hotel profitability, ensuring revenue and guest satisfaction targets are met and exceeded.
- Develop plans and budgets (income, costs, etc.) for the owner.
- Provide hotel budget goals and set short- and long-term strategic goals for the property.
- A strong understanding of P&L statements and the ability to react with impactful strategies.
- Monitor hotel business reports carefully every day and make appropriate decisions.
- Ensure monthly financial forecasts for all departments are on target and accurate.
- Prepare monthly financial statements for owners and stakeholders.
- Develop cost-saving and improvement actions.
- Assist in procuring supplies, operating equipment, and contracting with third-party vendors.

Guest Satisfaction and Service

- Handling complaints and overseeing service recovery procedures.
- Responsible for the responsibility of the HODs and taking ownership of all guest complaints.

Sales and Strategy

- Lead in all aspects of business planning.
- Maximizing room results and hotel income through innovative sales practices and revenue management programs.
- Corporate client handling and taking part in new client acquisition with the sales team.
- Assist in the sale of housing when needed and develop strong sales prospects.

Compliance and Quality

- Ensure full compliance with hotel operations control, SOPs, policies, procedures, and service standards.
- Ensure all decisions are made for the best interests of the hotel and management.
- Responsible for legalization, occupational health & safety, fire regulations, and other legal requirements.
- Responding to audits to ensure continuous improvement is achieved.
- Responsible for protecting the quality of operations (internal & external audits).

Position Details and Qualifications

Position Title: General Manager / Hotel Manager

Reports to: Managing Director / Area General Manager / Owner

Prerequisites: The ideal candidate is an experienced and highly intelligent hotel professional with outstanding management skills and broad hands-on experience. Must be available to work when needed, including weekends, holidays, and nights.

Education: A university degree in hotel management or a related field. Experience in opening, managing, or positioning a hotel with a clear track record. Excellent computer system skills.

Experience: At least 15 to 20 years of experience in the hospitality industry, with significant luxury and international experience, ideally including experience in remote locations. Requires 5 to 10 years of experience as a General Manager or Assistant General Manager.

Sample Interview Questions

When interviewing for this position, it is important to assess leadership, operational expertise, and overall management experience.

- Leadership and Management:
  - Can you describe your experience as a General Manager in the hotel industry?
  - How do you motivate and lead a diverse team to achieve high guest satisfaction and operational profitability?
  - What strategies do you use to ensure efficient operations and a positive work culture?
- Guest Satisfaction and Service Excellence:
  - How do you prioritize and enhance the guest experience to ensure high levels of satisfaction?
  - Can you give an example of a time you successfully handled a challenging guest situation, turning it into a positive experience?
- Financial Management:
  - How do you approach budgeting, financial planning, and cost control in a hotel setting?
  - What strategies do you apply to optimize revenue, increase profitability, and drive overall financial success?
- Sales and Marketing:
  - How do you contribute to the hotel’s sales and marketing efforts to attract new guests and maintain a strong market presence?
- Crisis Management:
  - Can you share an example of a challenging situation or crisis you faced as a General Manager, and how you handled it?
- Brand Quality and Compliance:
  - How do you ensure that the hotel maintains high-quality standards and complies with brand requirements?
- Community Involvement:
  - How do you get involved with the local community and build partnerships to enhance the hotel’s presence?

Salary Information

Salaries for Hotel General Managers can vary greatly based on factors such as location, hotel size, brand reputation, and the individual’s level of experience. In January 2024, the average annual salary for hotel general managers in the United States ranged from $80,000 to $150,000 or more, depending on the specific circumstances. However, salaries can vary, and it is advisable to check the latest salary data from reliable sources for the most current information.