General Manager Hotel Operations

Job Summary:

The General Manager - Hotel Operations is responsible for overseeing all aspects of hotel operations, including guest services, housekeeping, maintenance, food and beverage, sales, and marketing. This role ensures that the hotel meets high standards for quality and guest satisfaction, while also achieving financial and operational goals. The General Manager will lead a team of department heads, foster a positive guest experience, and drive revenue growth by implementing strategic and efficient operational practices.

Key Responsibilities:

1. Operational Management
   
• Oversee the daily operations of the hotel, ensuring high standards of quality and service across all departments (front desk, housekeeping, F&B, maintenance, etc.).
• Develop and enforce operational policies and procedures to streamline workflows and maintain consistency.
• Conduct regular inspections of hotel facilities to ensure cleanliness, safety, and proper maintenance.
2. Guest Experience and Satisfaction
   
• Ensure an exceptional guest experience by implementing guest-centric policies and addressing guest feedback proactively.
• Act as the primary point of contact for guest relations, managing escalated complaints and resolving issues promptly.
• Regularly review and analyze guest satisfaction metrics, making adjustments as necessary to enhance the guest experience.
3. Financial Management
   
• Prepare and manage the hotels budget, ensuring cost control and maximizing profitability without compromising quality.
• Monitor financial performance, including revenue, expenses, and profit margins, to achieve financial targets.
• Oversee revenue management strategies, including room pricing, occupancy levels, and seasonal adjustments to optimize revenue.
4. Team Leadership and Development
   
• Lead, mentor, and motivate department heads and staff to foster a productive, positive work environment.
• Implement effective recruitment, training, and development programs to build a high-performing team.
• Conduct regular performance evaluations, set goals, and provide feedback to employees for continuous improvement.
5. Sales, Marketing, and Revenue Growth
   
• Collaborate with the sales and marketing team to develop and execute strategies to drive occupancy rates, bookings, and brand visibility.
• Manage relationships with key clients, corporate accounts, and local businesses to boost revenue and attract new business.
• Identify and pursue opportunities to expand the hotels market reach and increase revenue streams, such as event hosting and local partnerships.
6. Quality and Compliance Control
   
• Ensure compliance with health, safety, and regulatory standards, maintaining a safe environment for guests and staff.
• Conduct regular audits and inspections to verify adherence to operational standards and address any deficiencies.
• Stay up to date with hospitality industry trends, competitor activities, and regulatory changes to keep the hotel competitive.
7. Strategic Planning and Innovation
   
• Develop and implement strategic initiatives to improve hotel operations and enhance guest experiences.
• Drive innovation by adopting new technologies, enhancing service offerings, and identifying emerging trends.
• Work with the leadership team to set short- and long-term goals aligned with the hotel's mission and vision.
8. Vendor and Supplier Management
   
• Negotiate contracts with vendors and suppliers to secure cost-effective, high-quality products and services.
• Manage relationships with suppliers to ensure timely delivery of goods and services required for operations.
• Ensure compliance with contract terms and monitor vendor performance.
9. Crisis Management and Problem Solving
   
• Lead hotel operations during emergencies, ensuring guest and staff safety.
• Develop and implement contingency plans to respond effectively to crises or unexpected operational disruptions.
• Make sound, quick decisions to address issues as they arise, maintaining service quality and guest satisfaction.
10. Public Relations and Community Engagement
    
• Represent the hotel in the local community, building positive relationships with community leaders, businesses, and tourism boards.
• Participate in community events and networks to enhance the hotels reputation and visibility.
• Oversee brand-building initiatives to strengthen the hotels image and market presence.

Qualifications:

• Education: Bachelor's degree in Hospitality Management, Business Administration, or a related field. An advanced degree or MBA is a plus.
• Experience:
• 8+ years of experience in hotel management, with at least 3-5 years in a senior leadership role.
• Proven track record of managing hotel operations, achieving financial targets, and delivering a high-quality guest experience.
• Strong experience in financial management, budgeting, and revenue forecasting.
• Skills:
• Excellent leadership, interpersonal, and communication skills.
• Strong analytical skills and financial acumen.
• Proficiency with hotel management software (e.g., PMS systems like Opera or Amadeus) and familiarity with digital marketing tools.
• Ability to multitask, prioritize, and adapt to changing operational needs.
• Conflict resolution and problem-solving abilities to handle guest and employee issues effectively.

Key Competencies:

• Customer-Centric: Prioritizes guest satisfaction and continuously strives to improve the guest experience.
• Leadership: Inspires, motivates, and leads by example.
• Strategic Thinking: Ability to see the big picture, think strategically, and execute plans effectively.
• Financial Discipline: Skilled in budget management, cost control, and maximizing revenue.
• Adaptability: Ability to adapt quickly to changes, challenges, and new opportunities.