Position Summary The General Manager (GM) is responsible for the overall strategic leadership, financial performance, and operational execution of a full-service hotel. This role drives top-line revenue (ADR, RevPAR), controls expenses to maximize GOP and NOI, ensures brand and service excellence, and enhances long-term asset value. The GM serves as the primary leader of the property, aligning all departments—Rooms, F B, Sales, Revenue, Engineering, and Finance—toward achieving ownership and brand objectives. Key Responsibilities Financial Performance Asset Management Deliver annual budget targets for Revenue, GOP, and NOI Drive ADR, RevPAR Index (RGI), and market share penetration Maintain strict cost controls across labor, utilities, and departmental expenses Forecast weekly/monthly performance and adjust strategies in real time Partner with ownership on capital planning, ROI-driven investments, and PIP execution Revenue Strategy Commercial Leadership Lead revenue management strategy (pricing, restrictions, channel mix) Collaborate with Revenue Manager and Sales team on: Group vs. transient mix optimization Corporate account acquisition OTA/GDS/channel performance Analyze STR reports, pacing, and demand drivers to outperform comp set Drive direct bookings and loyalty contribution (e.g., brand.com, Honors/Bonvoy) Operations Excellence Oversee all departments: Front Office Housekeeping Food Beverage Engineering / Maintenance Ensure seamless guest experience across all touchpoints Maintain service standards consistent with a full-service, upscale positioning Optimize labor productivity while maintaining service quality Guest Experience Reputation Management Drive Guest Satisfaction Scores (GSS), Medallia/ReviewPro, and online reputation Respond to escalated guest issues and service recovery situations Implement service culture focused on personalization and consistency Ensure compliance with brand standards and QA inspections Sales Market Positioning Lead weekly sales strategy meetings and pipeline reviews Build relationships with: Corporate accounts Group/meeting planners Local demand generators Identify and capitalize on compression periods, citywide events, and need dates Position the hotel competitively within its comp set and submarket Team Leadership Culture Recruit, develop, and retain department heads and key talent Establish a high-performance culture with accountability and ownership mindset Conduct regular performance reviews and leadership development planning Ensure compliance with HR policies, labor laws, and safety standards Brand Compliance Property Standards Ensure full compliance with brand standards (Hilton, Marriott, Hyatt, etc.) Lead QA audits, brand inspections, and corrective action plans Oversee property condition, preventative maintenance, and capital improvements Execute brand initiatives, technology rollouts, and operational programs Food Beverage Oversight (Full-Service Specific) Drive profitability across all F B outlets (restaurant, bar, banquets, catering) Monitor: Cost of goods (COGS) Labor margins Menu engineering and pricing Enhance outlet positioning to align with hotel brand and local market demand Key Performance Indicators (KPIs) RevPAR Index (RGI) ADR growth vs comp set GOP margin / Flow-through NOI performance vs budget Guest Satisfaction Scores / Online ratings Employee engagement and turnover Brand QA scores F B profitability metrics Qualifications 5–10+ years of hotel leadership experience, including full-service operations Proven track record of driving RevPAR and GOP growth Strong financial acumen (budgeting, forecasting, P L management) Experience with major brands (e.g., Hilton, Marriott International, Hyatt Hotels Corporation) Deep understanding of revenue management, STR reporting, and distribution channels Exceptional leadership, communication, and problem-solving skills
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