General Manager

The General Manager is responsible for the overall leadership, operational performance, financial results, guest satisfaction, and strategic direction of the hotel. This position provides executive-level leadership across all hotel departments, including Front Office, Housekeeping, Engineering, Food & Beverage, Sales & Marketing, Finance, Human Resources, and other operational functions.

The General Manager is accountable for delivering exceptional guest experiences, maximizing revenue and profitability, maintaining brand and service standards, developing a high-performing leadership team, and ensuring the hotel operates safely, efficiently, and in compliance with all applicable laws, regulations, and company standards.

The ideal candidate is a highly visible and hands-on hospitality leader with a proven track record of managing full-service hotels, driving financial performance, developing talent, and creating a strong culture of service excellence.

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

What you will be doing

Hotel Operations & Leadership

• Provide overall leadership and direction for all hotel operations and departments.
• Establish clear operational priorities, performance expectations, and service standards.
• Maintain a visible presence throughout the hotel and actively engage with guests and employees.
• Ensure consistent execution of brand, company, and property standards.
• Conduct regular property inspections to ensure guestrooms, public areas, restaurants, meeting spaces, back-of-house areas, and facilities are maintained to established standards.
• Monitor daily operations and respond quickly to operational challenges.
• Ensure effective communication and coordination among all departments.
• Develop and implement operating procedures that improve efficiency, service quality, and profitability.
• Lead daily operational meetings, management meetings, and performance reviews.
• Serve as the primary operational leader and culture ambassador for the property.

Financial Management & Profitability

• Assume overall responsibility for the hotel's financial performance and profitability.
• Develop and manage annual operating budgets, capital budgets, forecasts, and business plans.
• Review monthly financial statements and operating reports and take corrective action as necessary.
• Monitor key performance indicators, including occupancy, ADR, RevPAR, GOP, labor costs, departmental profitability, and overall operating expenses.
• Identify opportunities to increase revenue, reduce costs, improve productivity, and maximize profitability.
• Establish financial goals and hold department leaders accountable for achieving budget and forecast objectives.
• Maintain appropriate internal controls for cash handling, purchasing, payroll, inventory, and expense management.
• Partner with ownership and corporate leadership regarding financial performance, capital needs, and long-term property strategy.

Revenue & Commercial Strategy

• Partner with Sales & Marketing and Revenue Management to maximize hotel revenue and market share.
• Monitor occupancy, ADR, RevPAR, booking pace, group business, market trends, and competitive performance.
• Develop strategies to improve transient, group, corporate, leisure, and extended-stay business as applicable.
• Ensure effective pricing, inventory management, and revenue strategies are implemented.
• Review sales production and hold commercial leaders accountable for performance.
• Develop relationships with key accounts, corporate clients, meeting planners, travel partners, and community organizations.
• Support sales efforts through personal involvement with high-value clients and accounts.
• Identify new business opportunities and strategic partnerships.

Guest Experience & Service Excellence

• Establish a culture centered on exceptional guest service and hospitality.
• Personally engage with guests and key accounts to understand their experience and expectations.
• Monitor guest satisfaction scores, online reviews, surveys, complaints, and service recovery metrics.
• Ensure guest concerns are addressed promptly, professionally, and effectively.
• Develop service-recovery strategies that protect guest loyalty and the hotel's reputation.
• Maintain strong relationships with repeat guests, VIPs, loyalty members, and corporate clients.
• Ensure all departments consistently deliver a seamless guest experience.

Rooms Division

• Ensure appropriate staffing levels and scheduling based on occupancy and business demand.
• Monitor room cleanliness, inspection standards, room readiness, check-in/check-out processes, and guest service.
• Maintain strong communication between Front Office and Housekeeping.
• Monitor room turnaround times and out-of-order inventory.
• Ensure VIP arrivals, groups, special requests, and guest recovery situations are handled appropriately.
• Review rooms-related guest satisfaction and financial performance.

Food & Beverage Operations

• Provide leadership oversight for restaurants, bars, banquet operations, room service, catering, and other F&B outlets.
• Ensure food quality, beverage quality, service standards, cleanliness, and guest satisfaction meet established expectations.
• Monitor F&B revenue, labor costs, food and beverage costs, purchasing, inventory, and departmental profitability.
• Develop strategies to increase restaurant, banquet, catering, and event revenue.
• Ensure effective execution of meetings, conferences, weddings, social events, and other functions.
• Maintain strong relationships with F&B vendors and key customers.
• Ensure compliance with health, sanitation, alcohol, and food-safety requirements.

Sales, Marketing & Community Relations

• Provide strategic leadership to the Sales & Marketing team.
• Develop and execute annual sales and marketing plans aligned with hotel financial objectives.
• Build strong relationships with key accounts, businesses, tourism organizations, convention groups, and community partners.
• Represent the hotel at community, industry, and networking events.
• Promote the hotel's brand, reputation, facilities, meeting space, and services.
• Support public relations and reputation-management initiatives.
• Monitor competitive activity and identify opportunities to strengthen market position.

Meetings, Events, & Group Business

• Maintain strong relationships with meeting planners and event clients.
• Ensure events are executed according to contractual commitments and hotel standards.
• Review event profitability and identify opportunities for additional revenue.

Human Resources & Talent Development

• Build and maintain a high-performing leadership team.
• Coach and develop department heads and key management personnel.
• Establish clear performance expectations and accountability throughout the organization.
• Conduct regular leadership meetings and performance reviews.
• Identify high-potential employees and develop succession plans.
• Promote employee engagement, recognition, retention, and professional development.
• Develop employee retention strategies and foster a positive, respectful workplace culture.
• Maintain a positive, respectful, inclusive, and performance-oriented workplace culture.
• Partner with Human Resources on employee relations, investigations, compliance, compensation, benefits, and workforce planning.

Engineering, Maintenance & Asset Management

• Oversee the Engineering/Maintenance department and overall physical condition of the property.
• Ensure guestrooms, public spaces, mechanical systems, equipment, and building infrastructure are properly maintained.
• Establish preventive-maintenance programs and ensure timely completion of work orders.
• Develop and manage capital expenditure plans in partnership with ownership.
• Prioritize property improvements that protect the asset and enhance guest experience.
• Monitor energy consumption and identify opportunities for utility and operating-cost savings.
• Ensure compliance with fire, life-safety, building, environmental, and other applicable regulations.

Safety, Security & Compliance

• Ensure the hotel maintains a safe environment for guests, employees, and visitors.
• Oversee compliance with applicable federal, state, and local laws and regulations.
• Ensure proper implementation of fire and life-safety procedures.
• Maintain emergency preparedness and crisis-management plans.
• Ensure required licenses, permits, inspections, certifications, and documentation remain current.
• Monitor security procedures and address risks proactively.
• Ensure compliance with company, brand, OSHA, health department, and other applicable standards.
• Lead the property's response to emergencies and significant incidents.

Vendor & Community Relationships

• Develop productive relationships with key vendors, contractors, business partners, and community organizations.
• Ensure purchasing practices support quality, cost control, and operational requirements.
• Review vendor performance and negotiate favorable terms when appropriate.
• Represent the hotel professionally within the local business and hospitality community.

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.

Leadership Expectations

• Lead by example and consistently demonstrate professionalism and integrity.
• Maintain a highly visible presence with guests and employees.
• Create a culture of accountability, teamwork, inclusion, and service excellence.
• Develop strong relationships with department heads and frontline employees.
• Make data-driven business decisions while maintaining a strong focus on hospitality.
• Communicate effectively with ownership, corporate leadership, employees, guests, and community partners.
• Remain calm and decisive during challenging or high-pressure situations.
• Develop future leaders and maintain a strong succession pipeline.
• Balance short-term operational requirements with long-term asset and business objectives.

Qualifications

• Minimum 5 years of progressive hotel management experience, with significant experience in full-service hotel operations.
• Previous General Manager or senior management experience strongly preferred.
• Union environment experience is a plus
• Experience managing multiple hotel departments and department heads.
• Strong understanding of rooms, F&B, sales, revenue management, housekeeping, engineering, and hotel administration.
• Demonstrated success managing hotel budgets, forecasts, financial statements, and profitability.
• Demonstrated ability to recruit, train, coach, and retain employees.
• Strong financial, analytical, organizational, and problem-solving skills.
• Strong customer-service and hospitality skills.
• Excellent communication, organization, and problem-solving abilities.
• Ability to analyze financial and operational reports and take corrective action.
• Proficiency in hotel systems (PMS, POS, revenue systems, MS Office).
• Ability to respond to emergencies and operational issues outside normal business hours.

Physical & Work Requirements

• Ability to walk and stand for extended periods while conducting property inspections and overseeing operations.
• Ability to move throughout the property during operating hours.
• Ability to move throughout guestrooms, public areas, kitchens, meeting spaces, and back-of-house areas.
• Ability to work in a fast-paced environment with frequent interruptions and changing priorities.
• Ability to manage multiple priorities under pressure.
• Ability to work effectively under pressure while maintaining a positive and professional demeanor.

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.

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

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.