General Manager

The General Manager overall leadership, strategic direction, and day-to-day management of a full-service hotel. This includes oversight of all departments — rooms, food & beverage, sales, finance, engineering, HR, and guest services—to ensure exceptional guest experiences, operational excellence, financial performance, and compliance with brand and ownership standards.

We are a drug-free workplace and participate in E-Verify.

What you will be doing

Leadership & Strategic Management

• Provide strong leadership to all department heads and staff, fostering a culture of service, accountability, and operational excellence.
• Develop and execute strategic plans aligned with brand standards and ownership goals.
• Lead regular property, departmental, and executive meetings to ensure communication and alignment across the hotel.
• Drive continuous improvement initiatives.

Operations Management

• Oversee daily hotel operations, ensuring consistent delivery of high-quality service.
• Ensure front office, housekeeping, F&B outlets, banquets, and engineering run efficiently.
• Monitor guest satisfaction metrics (e.g., SALT, Medallia, TripAdvisor) and implement corrective action as needed.
• Ensure compliance with brand standards, safety protocols, local regulations, and quality assurance audits.

Financial Performance

• Develop and manage the annual business plan and operating budget.
• Monitor financial performance, including ADR, RevPAR, GOP, labor costs, food and beverage cost controls, and other KPIs.
• Maximize revenue opportunities through yield/occupancy optimization, upselling, and market positioning strategies.
• Approve vendor contracts, capital expenditure projects, and purchasing decisions within authority.

Sales, Marketing, & Revenue Management

• Work with the sales and revenue teams to develop strategies that grow market share and maximize profitability.
• Participate in major sales presentations and key account relationship management.
• Oversee marketing initiatives, brand promotions, digital reputation, and community engagement efforts.
• Ensure strong collaboration with revenue management to optimize pricing and distribution channels.
• Guest Experience & Quality Assurance
• Ensure exceptional guest satisfaction across all touchpoints (rooms, F&B, events, amenities).
• Respond to high-level guest concerns with professionalism and prompt resolution.
• Monitor service delivery standards and implement training programs to elevate guest experience.

Health, Safety, & Risk Management

• Ensure the property complies with safety, sanitation, and security standards.
• Oversee emergency preparedness and crisis response procedures.
• Maintain preventative maintenance programs and ensure equipment/property upkeep.

Requirements: Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including nights, holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

QUALIFICATION STANDARDS:

Education & Experience

• 5+ years of progressive full service hotel management experience, with at least 3 years in a senior leadership role.
• Experience with branded hotel operations (e.g., Marriott, Hilton, Hyatt, IHG) strongly preferred.
• Experience with union environment.
• Strong proficiency with OPERA, Delphi and M3.
• Basic understanding of financial statements and accounting.

Skills & Competencies

• Strong leadership and interpersonal skills.
• Excellent financial acumen and analytical abilities.
• Strong F&B and rooms operations knowledge.
• Proven ability to drive guest satisfaction and operational efficiency.
• Effective communication and negotiation skills.
• Ability to manage multiple priorities under pressure.
• Proficiency in hotel systems (PMS, POS, revenue systems, MS Office).

Performance Metrics

• Guest satisfaction scores
• Financial performance (RevPAR, GOP, NOI)
• Brand quality assurance scores
• Employee engagement and retention
• Market share growth
• Leadership effectiveness and operational compliance

NOTICE:
Friendwell Managed Hotels function twenty-four hours a day, seven days a week, 365 days a year. As a part of the hospitality industry a hospitable service atmosphere must be maintained at all times. All employees are required to project a friendly, welcoming, and positive attitude.