Hotel General Manager: Responsibilities, Skills, And Salary
A Hotel General Manager is a manager who oversees the entire operation of a Hotel. They will manage the day-to-day operations from ensuring guest satisfaction, to driving hotel profitability.
Hotel General Manager Responsibilities: What Do They Do?
The role of a Hotel General Manager can vary depending on the size of the hotel. Smaller hotel chains can require the General Manager to have a more “hands-on” approach as a jack-of-all-trades, while in a larger scale hotel, the General Manager can be more “hands-off” by governing the team leads of each individual department to do their own work.
Let's take a look at the common responsibilities/roles you'll spot on the average Hotel General Manager resume:
Hotel Operations Oversight
Hotel General Managers manage the day-to-day operations across all departments, from the front desk to housekeeping, food and beverage, and maintenance, ensuring everything runs smoothly and meets the specific Hotel standards.
Financial Management
Hotel General Managers will work with the hotel departments in creating budgets, forecasting revenues, and managing the expenses. Having a good working relationship with the other departments will help with the strategic planning and any cost control measures to maintain that the Hotel is in a good financial situation.
Guest Satisfaction
Hotel General Managers ensure that the hotel guest service standards are being consistently met, and even exceeded! They will address any guest complaints promptly so that the hotel can create a positive experience that encourages the hotel guests to return again and again.
Staff Management
Hotel General Managers are involved in the daily management, training, and hiring of hotel staff. They are also involved with setting the expectations of the hotel guest service standards, conducting evaluations, and working hard to ensure a positive work environment throughout the hotel.
Strategic Planning
Hotel General Managers will work with other managers to develop and implement strategies that align with the hotel's goals, this will include marketing, service enhancements, and any operational improvements.
I’ve identified the four key strategic decisions that formed the rock-solid foundation of Four Seasons. These are now known as the four pillars of our business model. They are quality, service, culture, and brand.
Isadore Sharp
Hotel General Manager Experience Requirements
I can't stress this enough: experience is a critical factor when hiring a Hotel General Manager. A hotel general manager needs exceptional hotel manager skills to oversee operations and lead their team effectively.
While the exact requirements can vary depending on the hotel and its specific needs or expectations, there are certain experience backgrounds that are typically expected.
Management Experience
Most, if not all, hotels will look for candidates with several years of management experience, preferably in the hospitality industry. This could include roles such as Assistant General Manager, Operations Manager, or any Department Head.
Industry Experience
Having a background in hospitality is essential! Experience in various hotel departments—such as front office, housekeeping, or food and beverage—will provide valuable insights into the full spectrum of hotel operations.
Leadership in Similar Environment
Candidates who have led teams in fast-paced, customer-focused industries are highly valued. Experience managing a hotel or another sector within the hospitality industry is particularly important. This background demonstrates an understanding of the challenges and high demands of the field, along with the ability to navigate the complexities of operations and guest satisfaction.
Problem Solving Experience
Candidates with a track record of effectively addressing and solving operational challenges, who can maintain high standards under pressure, will stand out. The ability to balance guest services and operational excellence while handling unexpected issues is a key trait of a strong Hotel General Manager.
Hotel General Manager Qualifications & Certifications
Required
Educational Background
A bachelor's degree in Hospitality Management, Business Administration, or a related field is often necessary.
Industry Experience
Extensive experience in various hotel departments such as front desk, housekeeping, and food and beverage services is typically expected.
Showing a progressive hotel management career path within the hospitality sector is important, often starting from entry-level positions and advancing up through management roles.
Optional
Additional Certifications
There are plenty of Hotel Management Courses you can take to upskill, as well. Many of them aren’t required for the job but are a valuable asset.
Experience in Specialized Hotel Software
Familiarity with hotel management systems (HMS) or revenue management systems (RMS) can be advantageous.
The key to success is to be a good listener, to be able to communicate effectively, and to lead by example.
J.W. Marriott, Jr.
Hotel General Manager Skills
Beyond years of experience and education, there are key skills that I believe are essential for the role of a Hotel General Manager. Let's take a brief look at each of them below:
Leadership Skills
The ability to guide, motivate, and manage a diverse team, ensuring all departments work effectively to achieve the goals of the hotel.
Communication Skills
Excellent communication skills, both written and verbal, are essential for interacting with staff and guests, ensuring clarity and understanding in all exchanges.
Problem-Solving Skills
The capacity to quickly assess a situation and develop an effective solution, particularly in high-pressure situations, while keeping both guests satisfied and hotel operations running smoothly.
Financial Management Skills
Expertise in budgeting, forecasting, and managing expenses ensures the hotel can deliver high-quality services while remaining profitable.
Adaptability
Anyone in the hotel industry knows that the unexpected is always around the corner, especially with guests. Flexibility and the ability to respond to changes—whether within hotel operations or shifts in the tourism industry—are crucial.
Attention to Detail
I recognize that this is not always easy, but a keen eye for detail is essential for General Managers. They must ensure that every aspect of the hotel—from cleanliness to guest interactions—meets the highest standards. They will also be reponsbile for going above and beyond to make each hotel guest's stay special. (Check you my hotel management tips and tricks for doing so.)
Hotel General Manager Salary Expectations In 2024
Hotel General Manager salaries in 2024 can vary widely based on factors such as location, hotel size, and experience. Typically, the range is from $60k to $200k. According to Salary.com, the average salary was $119,000.
Sample Hotel General Manager Job Description
We’re hiring an experienced Hotel General Manager to join our team!
In this role, you’ll lead the daily operations of our hotel, ensuring exceptional service for our guests and maintaining high standards across all departments. We’re looking for a dedicated professional who can drive operational excellence and deliver outstanding guest experiences.
Responsibilities: What You’ll Be Doing
- Oversee Hotel Operations: Manage all aspects of hotel operations, including front desk, housekeeping, food and beverage, and maintenance, to ensure seamless day-to-day functioning.
- Financial Management: Develop and manage budgets, track revenue, and implement strategies to optimize financial performance.
- Enhance Guest Satisfaction: Address guest concerns, oversee service quality, and implement improvements for overall hotel reputation management strategies.
- Lead and Develop Staff: Recruit, train, and motivate hotel staff, set performance standards, and conduct regular evaluations.
- Strategic Planning: Formulate and execute strategic plans to enhance operational efficiency, market presence, and overall guest satisfaction.
Required Experience
- Extensive Management Experience: Proven track record in hotel management or a similar role within the hospitality industry.
- Leadership Background: Demonstrated experience in leading and managing teams in fast-paced, customer-focused environments.
- Financial Acumen: Experience in budgeting, financial planning, and revenue management.
- Problem-Solving Skills: History of effectively handling operational challenges and maintaining service standards under pressure.
Qualifications & Certifications
- Bachelor’s Degree: Degree in Hospitality Management, Business Administration, or a related field is required.
- Professional Experience: Several years of experience in hotel management or a related position.
- Certified Hotel Administrator (CHA) Certification (Optional): Certification can enhance your qualifications, though it is not always required.
Skills
- Leadership Skills: Ability to guide and inspire a diverse team to achieve operational goals.
- Communication Skills: Strong verbal and written communication skills for effective interactions with guests and staff.
- Customer Service Skills: Expertise in delivering excellent customer service and resolving guest issues.
- Financial Management Skills: Proficiency in budgeting, forecasting, and expense management.
- Adaptability: Flexibility in responding to changes and handling unexpected situations.
Salary
- Competitive Range: Salary is dependent on individual experience. Exact compensation will be discussed during the hiring process.
Hotel General Manager Job Description Template Download
We have you covered, check out our free job template here!
Hotel General Manager vs Operations Manager: Main Differences
While both the Hotel General Manager and the Operations Manager play crucial roles in the day-to-day operations of a hotel, their responsibilities and focus areas differ significantly.
- Hotel General Manager: Oversees all aspects of the hotel’s operations, including guest services, financial management, and staff leadership. They are responsible for the overall success and profitability of the hotel, making strategic decisions that impact all departments.
- Operations Manager: Focuses specifically on the efficiency and effectiveness of hotel operations. This role often involves managing day-to-day tasks, such as coordination between departments, optimizing processes, and handling operational challenges but does not encompass the broader strategic responsibilities of a Hotel General Manager.
Hotel Management Tools
As a Hotel General Manager, you may end up leveraging all or some of these types of hotel management tools:
- Housekeeping Management Software
- PMS for Small Hotels
- Guest Experience Software
- Hotel Scheduling Software
- Hotel Inventory Management Software
- Hotel Business Intelligence Software
Additional Hotel General Manager Hiring Resources
To further support your journey in hiring for Hotel Management, consider checking out these articles as well.
- Hotel Manager Salary Guide: Get detailed insights into salary ranges, and how to benchmark earnings in the hotel management field.
- How To Become A Hotel Manager: Check out the steps, qualifications, and career advice given to guide you through the process of becoming a successful Hotel General Manager.
- Hotel Management Interview Questions: What to ask if you are hiring for a hotel management role, or what to expect if you are applying for one.
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