Hotel General Manager

Job Description

The General Manager owns overall property performance—guest experience, team culture, revenue growth, profitability, and asset care. You’ll lead all departments (Rooms, Housekeeping, F&B, Engineering, Sales/Marketing, and Finance) to deliver consistent quality while meeting brand and ownership objectives.

Key Responsibilities

Leadership & Culture

• Set vision, standards, and cadence (daily stand-ups/weekly reviews); model a people-first, accountability-driven culture.
• Develop the leadership team; coach, recognize, and manage performance.

Guest Experience & Brand Quality

• Achieve/exceed guest satisfaction, online reputation, and brand QA targets.
• Ensure effective service recovery and a safe, clean, welcoming environment.

Financial Leadership

• Own the full P deliver revenue, GOP, NOI, and flow-through to plan.
• Lead budgeting/forecasting; control labor and controllables; review daily/weekly performance and implement corrective actions.

Commercial Strategy (Sales/Revenue/Marketing)

• Partner with Revenue Management on pricing, inventory, distribution, and overbooking/walk strategies.
• Direct local sales/marketing efforts, partnerships, and digital reputation; maximize ancillary revenue and upsell programs.

Operations Excellence

• Ensure SOPs across Front Office, Housekeeping, Engineering, and F uphold PCI, ADA, food safety, and brand standards.
• Oversee preventive maintenance and life-safety programs; minimize Out-of-Order rooms and guest-impacting incidents.

People & Talent

• Workforce planning, hiring, onboarding, scheduling, and retention strategies; promote an inclusive, compliant workplace.
• Lead engagement, recognition, and training initiatives.

Risk, Compliance & Community

• Ensure compliance with local/state/federal laws and permits; manage incidents, insurance claims, and vendor SLAs.
• Represent the property with community partners, tourism boards, and ownership.

Asset Management & CapEx

• Plan and execute CapEx; track ROI and ensure quality, timeline, and closeout documentation.

Systems & Reporting

• Ensure effective use of PMS, POS, RMS/CRS, CRM/guest feedback, CMMS, and HR/payroll systems.
• Deliver accurate, insight-driven reports and board/ownership updates.

Qualifications

• 5–7+ years progressive hotel leadership with 2–4+ years as GM/Resort Manager or multi-department head.
• Proven P&L ownership, budgeting/forecasting, labor/cost control, and revenue management partnership.
• Track record improving guest satisfaction, online reputation, RevPAR Index, and GOP.
• Strong leadership, communication, and conflict-resolution skills; decisive and calm under pressure.
• Proficient with hotel systems (PMS, POS, RMS/CRS, CRM/guest feedback, CMMS, HRIS/payroll) and Microsoft 365/Google Workspace.
• Bachelor’s degree in Hospitality/Business preferred; ServSafe/TIPS and CPO a plus (or willingness to obtain).

Benefits We Offer:

• Competitive Salary: A comprehensive and competitive compensation package.
• Health Benefits: Full medical, dental, and vision coverage.
• Retirement Savings: 401(k) plan with company match to help secure your financial future.
• Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.
• Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.
• Employee Discounts: Discounts on hotel stays and services across PHM properties.
• Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.
• Flexible Work Environment: Options for flexible scheduling and work arrangements to promote work-life balance.