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Hotel General Manager

The General Manager will oversee the day-to-day operations of a 170 room hotel in Miami, ensuring the delivery of exceptional guest experiences, financial performance, and operational efficiency. The GM will be responsible for the overall management of the hotel, leading a diverse team, driving revenue growth, improving guest satisfaction, and maintaining brand standards. The role requires a strong background in hospitality management, leadership, and problem-solving.

Key Responsibilities:

Operations Management:

• Supervise and manage all aspects of hotel operations including front desk, housekeeping, food & beverage, maintenance, and guest services.
• Ensure that all departments are functioning efficiently and that all operational standards are consistently met.
• Oversee scheduling and staffing to ensure appropriate coverage while managing labor costs effectively.
• Monitor and maintain high standards of cleanliness, service, and safety.

Financial Management:

• Prepare and manage annual budgets, forecasts, and financial reports.
• Monitor hotel performance metrics, including occupancy rates, average daily rate (ADR), revenue per available room (RevPAR), and profitability.
• Implement revenue management strategies to maximize profitability and ensure financial goals are met.
• Analyze financial reports and take corrective actions when necessary to achieve budgetary objectives.

Guest Satisfaction:

• Champion a guest-first culture and consistently ensure that all guest interactions are positive and exceed expectations.
• Address and resolve any guest complaints or issues promptly and professionally.
• Implement guest feedback systems and make adjustments to services or procedures based on feedback.
• Ensure all team members are trained on delivering exceptional customer service and brand standards.

Staff Management & Development:

• Lead, motivate, and develop a team of department heads and staff members.
• Conduct regular performance evaluations and provide ongoing coaching and development opportunities.
• Ensure all staff are trained in safety protocols, customer service, and hotel-specific procedures.
• Foster a positive and productive work environment while maintaining high employee morale.

Marketing & Sales:

• Collaborate with the Sales and Marketing teams to develop and execute effective marketing and promotional strategies.
• Build relationships with corporate clients, travel agents, and local businesses to drive group bookings and repeat guests.
• Oversee online reputation management, including guest reviews on platforms such as TripAdvisor, Google, and OTA sites.

Compliance & Risk Management:

• Ensure compliance with all local, state, and federal regulations, including health and safety, labor laws, and environmental policies.
• Maintain and enforce all hotel security and safety standards, ensuring the safety of guests, staff, and hotel assets.
• Oversee hotel emergency preparedness plans and ensure all staff members are trained in emergency response procedures.

Strategic Planning & Business Development:

• Develop long-term strategies for increasing revenue, improving service quality, and maintaining operational efficiency.
• Monitor competitive market trends and adjust strategies as needed to maintain market position.
• Cultivate relationships with local community leaders and organizations to promote the hotel as a key part of the local business landscape.

Qualifications:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field (preferred).
• 5-7 years of experience in hotel management with at least 3 years in a senior leadership position, preferably in a similar-sized hotel.
• Proven track record of managing a large team, achieving financial goals, and driving guest satisfaction.
• Strong knowledge of hotel operations, revenue management, budgeting, and financial reporting.
• Exceptional leadership, communication, and interpersonal skills.
• Ability to handle high-pressure situations, make sound decisions, and resolve conflicts effectively.
• Bilingual (English/Spanish) is a plus given the location in Miami.

Additional Skills:

• Ability to adapt quickly to changing market conditions and guest needs.
• Strong customer service orientation and attention to detail.
• Problem-solving and decision-making skills.
• High-level organizational and time management skills.