Job Description – General Manager (GM)
Department: Administration / Operations
Reports To: Managing Director / Owners
Location: 4-Star Hotel
Job Summary
The General Manager (GM) is responsible for the overall management and profitability of the hotel. The GM provides strategic leadership to all departments, ensuring exceptional guest satisfaction, financial performance, operational excellence, legal compliance, and employee engagement. The role requires strong leadership, commercial acumen, and extensive hospitality experience to achieve business objectives and maintain the hotel's reputation.
Key ResponsibilitiesOperations Management
- Oversee the daily operations of all hotel departments.
- Ensure smooth coordination among Front Office, Housekeeping, F&B, Kitchen, Engineering, Security, HR, Sales & Marketing, Finance, and Stores.
- Maintain high service standards and guest satisfaction.
- Conduct daily operational briefings and department review meetings.
- Ensure compliance with hotel SOPs and brand standards.
Financial Management
- Prepare and monitor annual budgets.
- Achieve revenue and profitability targets.
- Monitor departmental expenses and cost controls.
- Review daily revenue reports, occupancy, ADR, RevPAR, and departmental performance.
- Approve capital expenditures and major purchases.
Sales & Business Development
- Develop strategies to increase room occupancy and F&B revenue.
- Build relationships with corporate clients, travel agents, event planners, and government organizations.
- Support marketing campaigns and promotional activities.
- Identify new revenue opportunities.
Human Resource Management
- Recruit, train, develop, and retain talented employees.
- Conduct performance reviews for department heads.
- Promote employee engagement and teamwork.
- Ensure compliance with labor laws and company policies.
- Maintain discipline and workplace safety.
Guest Experience
- Ensure outstanding guest service across all departments.
- Handle VIP guests and major guest complaints.
- Monitor online guest reviews and implement improvements.
- Maintain hotel reputation and brand image.
Compliance & Safety
- Ensure compliance with statutory regulations and hotel licensing requirements.
- Monitor health, hygiene, fire, and safety standards.
- Lead emergency response procedures when required.
- Ensure security and risk management practices are followed.
Leadership
- Provide direction and guidance to department heads.
- Set departmental goals and monitor KPIs.
- Drive continuous improvement initiatives.
- Foster a culture of accountability, innovation, and service excellence.
Key Performance Indicators (KPIs)
- Occupancy %
- ADR (Average Daily Rate)
- RevPAR (Revenue Per Available Room)
- GOP (Gross Operating Profit)
- Guest Satisfaction Score
- Online Review Ratings
- Food Cost %
- Payroll Cost %
- Employee Turnover Rate
- Training Hours per Employee
- Mystery Audit Score
- Budget vs. Actual Performance
- Safety & Compliance Audit Score
- Staff Productivity
- Complaint Resolution Time
Qualifications
- Bachelor's degree in Hotel Management, Hospitality Management, or Business Administration.
- MBA or postgraduate qualification is preferred.
Experience
- Minimum 10–15 years of hotel industry experience.
- At least 5 years as a General Manager or Resident Manager in a 4-star or 5-star hotel.
- Proven experience managing hotel operations, budgeting, and revenue growth.
Skills Required
- Strong leadership and decision-making
- Excellent communication and interpersonal skills
- Financial planning and budgeting
- Revenue management knowledge
- Team management and coaching
- Guest relationship management
- Problem-solving and conflict resolution
- Strategic planning
- Negotiation and vendor management
- Computer proficiency (PMS, POS, MS Office, hotel management software)
Personal Attributes
- Professional appearance and conduct
- Results-oriented mindset
- Strong integrity and ethics
- Customer-focused attitude
- Ability to work under pressure
- Flexible and adaptable
- High level of accountability
Working Conditions
- Full-time position.
- Flexible working hours, including weekends and holidays as required.
- Availability during emergencies and peak business periods.
Pay: ₹40,000.00 - ₹55,000.00 per month
Benefits:
- Food provided
- Provident Fund
Work Location: In person
