A General Manager (GM) in the hospitality industry holds the top operational role in a hotel, resort, or hospitality venue, overseeing all departments to ensure profitability, guest satisfaction, and efficient operations.
Here’s a breakdown of a General Manager's core responsibilities:
🔹 Strategic Leadership
Set overall business goals: Define long-term vision and strategies for growth and performance.
Develop operational plans: Translate strategy into day-to-day policies and procedures.
Lead department heads: Supervise key leaders in housekeeping, front office, food & beverage, maintenance, and sales.
🔹 Financial Oversight
Create and manage budgets: Oversee cost control, revenue forecasting, and capital expenditures.
Monitor financial performance: Analyze profit and loss statements, track KPIs (e.g., RevPAR, ADR, occupancy).
Maximize revenue: Collaborate with sales and revenue teams to optimize pricing, promotions, and bookings.
🔹 Guest Experience Management
Ensure guest satisfaction: Monitor service quality, handle escalated complaints, and implement feedback systems.
Maintain service standards: Uphold brand standards (for chain hotels) and luxury/service expectations (for independents).
Review guest feedback: Analyze reviews and ratings to drive continuous improvement.
🔹 Team and HR Management
Hire and develop staff: Approve hiring, oversee training programs, and support team growth.
Set performance goals: Conduct evaluations and create incentive programs for staff.
Foster a positive culture: Promote staff engagement, diversity, inclusion, and professional development.
🔹 Operations Management
Oversee daily operations: Ensure all departments run efficiently and cohesively.
Facility management: Ensure the property is clean, safe, and well-maintained.
Compliance: Enforce health, safety, legal, and brand standards.
🔹 Sales and Marketing
Promote the property: Work with marketing teams to attract guests, increase brand awareness, and drive direct bookings.
Build business relationships: Engage with corporate clients, event planners, tourism boards, and local partners.
Monitor competition: Stay updated on market trends, competitor performance, and guest expectations.
🔹 Crisis and Risk Management
Emergency planning: Prepare for incidents such as natural disasters, security breaches, or health emergencies.
Reputation management: Protect and enhance the hotel’s image in the public eye.
The General Manager’s role is both strategic and hands-on, requiring leadership, financial acumen, hospitality experience, and the ability to make high-impact decisions
Hotel Management degree with a minimum of 5 years of work experience as a GM of any resort or hotel.
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