What Does a Hotel General Manager Do?


When you stay at a hotel, you may not realize the behind-the-scenes work that goes into ensuring your comfort and satisfaction. One of the key figures responsible for the smooth operation of a hotel is the General Manager. In this blog post, we will explore the role and responsibilities of a Hotel General Manager.


A Hotel General Manager is the person in charge of overseeing all aspects of a hotel’s operations. They are responsible for managing the staff, ensuring guest satisfaction, and maximizing revenue. The General Manager is the face of the hotel and plays a crucial role in maintaining its reputation and success.


1. Staff Management: One of the primary responsibilities of a Hotel General Manager is to manage the hotel staff. This includes hiring, training, and supervising employees in various departments such as front desk, housekeeping, food and beverage, and maintenance. The General Manager ensures that the staff is well-trained and motivated to provide excellent service to guests.

2. Guest Satisfaction: Another important aspect of a General Manager’s role is to ensure guest satisfaction. They are responsible for creating a welcoming and comfortable environment for guests, addressing any concerns or complaints, and ensuring that their needs are met. The General Manager may also interact with guests personally to gather feedback and make improvements based on their suggestions.

3. Financial Management: A Hotel General Manager is responsible for the financial performance of the hotel. They develop and implement strategies to maximize revenue and minimize expenses. This includes setting room rates, managing budgets, and monitoring financial reports. The General Manager also works closely with the sales and marketing team to attract and retain customers.

4. Operations Management: The General Manager oversees the day-to-day operations of the hotel. They ensure that all departments are functioning smoothly and efficiently. This includes coordinating with different departments to ensure timely delivery of services, maintaining cleanliness and maintenance standards, and implementing policies and procedures to enhance operational efficiency.

5. Marketing and Public Relations: In addition to managing the hotel’s operations, a General Manager also plays a role in marketing and public relations. They work with the marketing team to develop and execute marketing campaigns, promote the hotel’s amenities and services, and build relationships with key stakeholders in the industry. The General Manager may also represent the hotel at industry events and conferences.

Skills and Qualifications

To excel as a Hotel General Manager, certain skills and qualifications are essential:

– Leadership and Management Skills: A General Manager should have strong leadership and management skills to effectively oversee a diverse team of employees.

– Communication Skills: Excellent communication skills are crucial for a General Manager to interact with staff, guests, and other stakeholders.

– Financial Acumen: An understanding of financial management is important to make informed decisions and ensure the financial success of the hotel.

– Problem-Solving Abilities: A General Manager should be able to quickly identify and resolve issues that may arise in the hotel’s operations.

– Customer Service Orientation: Prioritizing guest satisfaction and providing exceptional customer service is essential for a General Manager.

A Hotel General Manager plays a vital role in the success of a hotel. They are responsible for managing the staff, ensuring guest satisfaction, maximizing revenue, and maintaining the hotel’s reputation. With their leadership and management skills, a General Manager ensures that guests have a memorable and enjoyable stay, making the hotel a preferred choice for travelers.