What Does a Hotel General Manager Do?

Introduction

A hotel is like a small city, with guests, employees, restaurants, housekeeping, maintenance, and security all operating at once. The person in charge of everything is the general manager, one of the top leadership roles in hospitality.

What a General Manager Does

A hotel general manager, or GM, oversees every department and is responsible for guest satisfaction, employee performance, and financial results. They set goals, approve budgets, hire department leaders, and make sure the hotel meets brand standards. They also handle major guest issues and represent the hotel in the community.

Running the Numbers

GMs track key numbers like occupancy rate, average daily rate, and revenue per available room, often called RevPAR. They work with revenue managers to set room prices and with sales teams to attract groups and events. Controlling labor and operating costs is just as important as growing revenue.

The Path to GM

Most general managers work their way up over many years, starting in roles like front desk, food and beverage, or sales. A hospitality management degree can help speed things up. Strong leadership, communication, and problem-solving skills are essential, as is the ability to handle surprises calmly.

Conclusion

Being a hotel general manager is like being the CEO of your own business. If you love hospitality and leadership, this could be your dream role!