GENERAL MANAGER

Leadership & Strategic Management

Provide strong leadership to all department heads and staff, fostering a culture of service, accountability, and operational excellence.

Develop and execute strategic plans aligned with brand standards and ownership goals.

Lead regular property, departmental, and executive meetings to ensure communication and alignment across the hotel.

Drive continuous improvement initiatives.

Operations Management

Oversee daily hotel operations, ensuring consistent delivery of high-quality service.

Ensure front office, housekeeping, F&B outlets, banquets, spa, recreation, and engineering run efficiently.

Monitor guest satisfaction metrics (e.g., SALT, Medallia, TripAdvisor) and implement corrective action as needed.

Ensure compliance with brand standards, safety protocols, local regulations, and quality assurance audits.

Financial Performance

Develop and manage the annual business plan and operating budget.

Monitor financial performance, including ADR, RevPAR, GOP, labor costs, food and beverage cost controls, and other KPIs.

Maximize revenue opportunities through yield/occupancy optimization, upselling, and market positioning strategies.

Approve vendor contracts, capital expenditure projects, and purchasing decisions within authority.

Sales, Marketing, & Revenue Management

Work with the sales and revenue teams to develop strategies that grow market share and maximize profitability.

Participate in major sales presentations and key account relationship management.

Oversee marketing initiatives, brand promotions, digital reputation, and community engagement efforts.

Ensure strong collaboration with revenue management to optimize pricing and distribution channels.

Guest Experience & Quality Assurance

Ensure exceptional guest satisfaction across all touchpoints (rooms, F&B, events, amenities).

Respond to high-level guest concerns with professionalism and prompt resolution.

Monitor service delivery standards and implement training programs to elevate guest experience.

Health, Safety, & Risk Management

Ensure the property complies with safety, sanitation, and security standards.

Oversee emergency preparedness and crisis response procedures.

Maintain preventative maintenance programs and ensure equipment/property upkeep.

Qualifications

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including nights, holidays and weekends) to reflect the business needs of the hotel.

In addition, attendance at all scheduled training sessions and meetings is required.

Qualification Standards

• Education & Experience: 5 â 7+ years of progressive hotel management experience, with at least 3 years in a senior leadership role within a full-service hotel environment. Bachelor's degree in Hospitality Management, Business Administration, or related field (preferred).
• Experience: Experience with branded hotel operations (e.g., Marriott, Hilton, Hyatt, IHG) strongly preferred. Experience with union environment.
• Technical Skills: Strong proficiency with OPERA, Delphi and M3. Basic understanding of financial statements and accounting.

Skills & Competencies

• Leadership & Interpersonal Skills: Strong leadership and interpersonal skills.
• Financial Acumen: Excellent financial acumen and analytical abilities.
• F&B & Rooms Operations Knowledge: Strong F&B and rooms operations knowledge.
• Guest Satisfaction & Operational Efficiency: Proven ability to drive guest satisfaction and operational efficiency.
• Communication & Negotiation: Effective communication and negotiation skills.
• Priority Management: Ability to manage multiple priorities under pressure.
• Hotel Systems Proficiency: Proficiency in hotel systems (PMS, POS, revenue systems, MS Office).

Performance Metrics

• Guest Satisfaction Scores
• Financial Performance (RevPAR, GOP, NOI)
• Brand Quality Assurance Scores
• Employee Engagement and Retention
• Market Share Growth
• Leadership Effectiveness and Operational Compliance