Job DescriptionJob Description
Hotel General Manager — Lead, Inspire, and Elevate the Guest Experience
We are looking for a dedicated, hands-on Hotel General Manager who is ready to lead daily hotel operations, support a high-performing team, and create exceptional guest experiences. This is a great opportunity for an experienced hospitality leader who enjoys building strong teams, solving problems, driving financial performance, and maintaining high property standards.
Why This Role Stands Out
· Lead the overall success of a hotel property and make a visible impact every day.
· Build, coach, and motivate a team focused on service, quality, and operational excellence.
· Use your hospitality, financial, and leadership experience to drive guest satisfaction and profitability.
· Work in a fast-paced environment where no two days are the same.
· Be part of a role that combines people leadership, business strategy, guest service, and property operations.
About the Opportunity
Responsibilities include, but are not limited to, functioning as the primary strategic business leader of the property with responsibility for all aspects of the operation. This includes managing general property performance, food and beverage operations, sales and marketing strategy, profitability, revenue generation, human resources activities, and delivering a return on investment to both Hilton Hotels and ownership.
The General Manager leads the team in the development and implementation of property-wide strategies, ensures implementation of the brand service strategy and brand initiatives, and works to meet or exceed guest expectations. This role also builds relationships with key customers and is involved in the sales process.
Job Overview - What You’ll Do
· Manage daily operations of the property, including front desk activities and guest services.
· Supervise staff, providing leadership and guidance to ensure high-quality service delivery.
· Conduct night audits to ensure accurate financial reporting and maintain budgetary controls.
· Develop and implement strategies to enhance guest experiences and satisfaction.
· Oversee property maintenance, ensuring that all facilities are in excellent condition.
· Handle guest inquiries and complaints with professionalism and efficiency.
· Prepare budgets, monitor expenses, and report on financial performance regularly.
· Collaborate with various departments to streamline operations and improve service quality.
· Maintain compliance with brand, health and safety regulations, as well as company policies.
· Perform other duties that are part of a General Manager position in the hospitality industry.
What We’re Looking For
· Proven experience in property management or a similar role within the hotel or resort industry.
· Strong leadership skills with the ability to motivate and manage a diverse team.
· Excellent customer service skills with a focus on guest satisfaction.
· Proficiency in budgeting and financial management practices.
· Multilingual abilities are highly desirable to cater to a diverse clientele.
· Familiarity with front desk operations, including night audit procedures.
· Strong phone etiquette and communication skills for effective interaction with guests and staff.
· Ability to work flexible hours, including nights and weekends as needed.
Ready to make an impact?
Join our team as a Hotel General Manager and bring your leadership, hospitality expertise, and operational focus to a role where you can create memorable guest experiences while helping the property achieve continued success.
Candidate Profile - Education and Experience
· 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or a related major, plus 4 years’ experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area.
· OR 4-year bachelor’s degree in Business Administration, Hotel and Restaurant Management, or a related major, plus 2 years’ experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area.
Job Specific TasksManaging Property Operations
· Ensures service programs are in place and executed to ensure Brand Standard compliance.
· Provides timely, real-time feedback to management and hourly associates on service and operational standards, including feedback on even the smallest service and operational details.
· Manages the flow of labor between departments to support effective management of the Labor Budget and achievement of profitability goals.
· Creates and supports clear lines of responsibility for the management team, including coverage and oversight throughout the day.
· Prepares for QA audits, including daily and pre-visit activities.
· Reviews and follows up on property GSS scores and comments. 100% of reviews are to be responded to in a timely manner.
· Acts as project manager for the execution of capital improvements, such as renovations, reinventions, refreshes, and signage.
· Walks the property to ensure public spaces, grounds, work areas, and kitchen areas meet sanitation, cleanliness, and maintenance standards.
· Manages the implementation of major brand standards, such as HSIA, the Market, and TPS A.M. Eats.
· Delegates responsibilities for operations and projects to appropriate levels of associates.
Managing Food and Beverage Operations
· Monitors Food and Beverage forecasting and par levels to reduce waste and maximize Food and Beverage profit margins.
· Provides timely, real-time feedback to management and hourly associates on service and operational standards, including feedback on even the smallest service and operational details.
· Establishes and leverages local vendor relationships to support food and beverage operational needs.
· Ensures the bar and kitchen meet standards of quality for organization, productivity, sanitation, and inventory management.
· Conducts periodic compliance audits with Back of House associates to ensure they use job aids, including HA checklists, production charts, freezer pull checks, inventory ordering checklists, temperature logs, mapping and zoning tools, and organization standards.
· Provides coaching on operations and troubleshooting of Micros and other technology components within property common areas.
Managing and Sustaining Sales and Marketing Strategy
· Works with the Regional Sales Office to implement sales strategy for the property, including goal setting and rate setting.
· Works with Market Sales to establish property sales strategy, goals, and action plans.
· Identifies and champions creative marketing solutions that fit the brand and property needs.
· Participates in the property sales review.
· Manages relationships with decision makers at top accounts.
· Develops innovative means for capturing new revenue streams through property amenities.
· Interacts with in-house guests to prospect for new sources of business.
· Ensures direct sales staff fully utilizes e-tools, such as e-proposals and email signatures, as appropriate.
· Identifies key revenue-generating stakeholders and customers and communicates information to sales offices.
· Coaches and reinforces associate selling strategies that take advantage of property amenities.
· Ensures all national and regional marketing programs are pulled through to relevant departments.
· Participates in and hosts customer recognition events to drive sales.
· Understands and leverages sales and marketing advantages over competitor properties within the market.
· Monitors sales strategy with the Regional Sales Office to ensure ongoing effectiveness and compliance.
Managing Profitability
· Manages on-property controllable costs associated with rooms, housekeeping, events, and food and beverage operations.
· Measures, analyzes, and communicates property performance using financial and nonfinancial data, including controllable costs, sales revenue, guest satisfaction, and associate engagement data.
· Updates and communicates profit forecasts to associates and managers.
· Initiates action to support property revenue and profitability goals.
· Understands how food and beverage product variability can affect profitability.
· Reviews and signs off on invoices.
· Reviews Property Distribution Summary and Purchase Detail Reports; identifies, researches, and resolves balance issues.
· Consolidates reports needed for period-end review, such as P&L, Accounting Scorecard, Banking Report and Statistics, PACE, and credit card fraud report.
· Reviews property performance on a period basis with the Regional Director of Operations.
Maintaining Revenue Management Goals
· Manages the relationship with the revenue management office, including participation in routine calls, strategy meetings, and periodic update meetings.
· Reviews and works with appropriate revenue management reports, such as Demand Eye Chart, Benchmark Pricing Evaluator, Rate/Value Matrix, and Smith Travel Research reports.
· Balances inventory to ensure same-day sellouts.
Managing and Conducting Human Resource Activities
· Leads associates through property changes and helps them transition into new property roles.
· Understands the performance expectations for all positions within the property, such as front desk associate and gourmet attendant.
· Conducts day-to-day Human Resource transactions to support property needs, including compensation actions, hiring requisitions, and movement of subordinates through phases of the performance management cycle.
· Completes management training, including ConnectU, HR Skills, Quore, and Hotel Effectiveness.
· Cascades and delivers training to associates, such as Service So Memorable Quarterly Recharge and Service Snapshot.
· Facilitates cross-training to support associate professional growth and operational excellence.
· Ensures ongoing development of managers, including one-on-one coaching and stretch assignments.
· Monitors local hiring and compensation trends for similar positions and ensures the organization understands any changes in fundamentals.
· Conducts the performance review process for associates, including career plan forms, development plans, associate information forms, mid-year check-ins, and 90-day check-ins for new associates.
· Supports recruitment efforts from various sourcing channels, such as local job fairs, internet postings, and referrals, to target associates with compatible operational skill sets.
· Actively recruits and hires qualified associates.
Managing Relationships with Property Stakeholders
· Keeps brand leadership, owners, and above-property stakeholders updated on property performance in financials, guest satisfaction, and associate engagement.
· Prepares and presents reports for owners and above-property leadership using financial and performance data to show how the Refreshing Business model is affecting property performance.
· Conducts property critiques.
· Conducts annual business reviews.
· Participates in ad hoc owner conference calls and responds appropriately to owner requests.
· Responds to off-property requests for sales information, such as Market Outlook and STR Report critiques.
Additional Responsibilities
· Manages email.
· Conducts daily employee stand-up meetings, to be logged in Quore.
· Conducts weekly manager meetings, to be logged in Quore.
· Completes weekly property walks, to be logged in Quore.
· Hosts monthly employee luncheons, to be logged in Quore.
· Manages daily paper mail.
· Participates in conference calls, including sales, promotion, Q&A, and property performance calls.
· Provides follow-up information to the Regional Director and other NCMG Operations Managers.
· Prepares for RDO visits by pulling and consolidating relevant reports.
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