Hotel General Managers plan, organize, direct, control and evaluate operations and financial procedures of a hotel or any other accommodation establishment (e.g. motels, bed and breakfasts, and resorts). They create standards for personnel administration and their performance, and also service to guests, offer room rates, are in charge of advertising and publicity, and, in some cases, even food selection.
Here’s a non-exhaustive list of common tasks Hotel Managers are required to complete.
- Supervising the establishment’s operations:
- Overseeing operations, which include, but are not limited to, human resources, housekeeping, security, public relations, food service, sales, and finances;
- dealing effectively with customers, other managers and staff workers using clear, professional, and respectful language at all times, while keeping the hotel running smoothly;
- developing, implementing and evaluating policies and procedures for the general operations of any department or of the entire establishment; and
- inspecting all the rooms on a regular basis in order to check they’re keeping up with the hotel’s standards.
- Interacting with guests:
- Personally welcoming V.I.P. hotel guests;
- getting feedback from guests and/or patrons in order to ensure satisfaction with general service;
- attending to complaints in order to find a solution and provide a better service, always aiming to be the best;
- anticipating and addressing guest’s needs;
- negotiating with clients for the use of the hotel’s facilities for conventions, banquets, receptions and other social or business related functions and/or events; and
- ensuring all information provided to the guest or patron is current and accurate.
- Supervising hotel staff:
- Managing and coordinating the employees’ duties (clerks, maintenance staff, housekeeping, sales employees, among others);
- preparing work schedules;
- hiring new employees and training new staff; and
- promoting teamwork to ensure optimum service and that guest’s needs are met.
- Managing administrative operations:
- Preparing budgets and monitoring the revenues and expenses of the establishment;
- participating in the development of pricing and promotional strategies, as well as creating advertising campaigns for such promotions;
- managing relationships with hotel vendors, negotiating service agreements as appropriate for the provision of materials and supplies; and
- reviewing financial reports and statements in order to understand the establishment’s performance, keeping track of the budget and expenses.
- Making sure that all hotel operations comply with hygiene, health and safety regulations, and that all employees comply with the hotel’s policies and regulations.
- Acting as a liaison between the kitchen and the dining room.
- Supervising and managing hotel staff.
- Interacting with customers to ensure satisfaction and to receive feedback.
- Catering to the guest’s needs, maintaining the highest standards of quality and service, constantly enhancing the customer’s experience.
The average Hotel General Manager salary is $123,125 per year or $63 per hour. This is around 3.8 times more than the Median wage of the country. Entry level positions start at $86,000 while most experienced workers make up to $172,000. These results are based on 4 salaries extracted from job descriptions.
- Interpersonal, leadership and communication skills:
- Communicating clearly, both verbally and in writing, in order to convey clear ideas, as well as having effective listening skills as to understand any issues that may come up and work toward problem resolution;
- displaying strong customer service skills, as well as leadership;
- being able to work cohesively as part of a team; and
- being able to deal with a diverse group of people in potentially adversarial situations using a calm, polite, tactful, discreet and effective approach.
- Organizational and time management skills:
- Having strong multitasking skills; being able to work under pressure in a dynamic, fast-paced environment;
- being action-orientated in order to work efficiently and effectively toward generating revenue and accomplishing operational objectives;
- having time management skills in order to meet expectations across multiple departments and roles;
- being highly responsible, reliable and resilient; and
- being organized, detail oriented and structured.
- Analytical, problem-solving, and decision-making skills:
- Having the intellectual ability to assimilate complex information and data from various sources and consider, adjust and/or modify in order to meet the constraints of the particular problem at hand; and
- being able to exercise mature judgment and strategic thinking.
- Self-motivated, decisive, responsible and driven to provide the best service.
Aside from the skills listed above, sometimes have the authority to promote deserving employees, and are required to participate in and maintain active community relations, as well as partaking in sales, meetings, and other activities. Hotel Managers are usually required to have a Bachelor's degree in Hotel Administration, Business Administration, Hospitality Services or an equivalent title. However, the experience is what seems to matter most for employers in this area; or a combination of education and experience that yields the required knowledge, skills, and abilities. Knowledge of a second language apart from English is usually preferred.
Hotel Managers are required to have a minimum of 4 to 6 years of experience in general management with proven success in leadership of teams. They also must be able to work flexible schedules, including weekends, nights and holidays.
Something most positions in the Hospitality field have in common is that you don’t necessarily need a college degree to get promoted. You can easily work your way up the career ladder from an entry-level customer service role. Working in an entry-level position helps the individual understand the inner workings of a hotel from the ground up. However, the process of becoming a Hotel Manager will understandably take considerably longer.