General Manager

Holiday Inn Express - Middletown, OH (30+ days ago)

General Summary

The General Manager (GM) is responsible for the oversight of all aspects of hotel operations at her/his designated hotel. This includes, but is not limited to, the following departments: Guest Services, Housekeeping, Maintenance, Laundry, and Sales. The GM will create and maintain customer-driven operations with a vision that inspires hotel associates to accomplish established goals. The General Manager will oversee the quality process to ensure guest satisfaction by consistent delivery of both product quality and service, while simultaneously controlling costs and expenses to achieve the hotel's financial objectives. The GM will:

  • Optimize and maximize Guest and Team Member experience.
  • Be responsible for the overall success of the hotel, using strong leadership skills to drive revenue, maximize profits, and ensure quality.
  • Effectively manage and motivate team members to ensure achievement of overall financial results, guest and team member satisfaction.
  • Be the Champion of the hotel’s internal and external communications and record keeping.


  • 3 years Hotel operations experience with a minimum of 2 years at the management level.
  • Must be a strong leader, self-motivator, and team builder and willing to work minimum 5 days per week and able to work days, nights, weekends and holidays as needed. Flexible schedule is required.

General Accountabilities:

  • Revenue:

Aggressively pursue revenue goals, effectively utilize yield management and revenue maximization tools, and prepare and manage the annual budget.

  • Profit:

Effectively manage and control all operational expenses including labor, overtime, supplies etc., enforce The Witness Group’s procurement guidelines, and seek and implement cost saving strategies.

  • Quality:

Guest Service: Ensure that the hotel meets/exceeds The Witness Group and Brand standards for guest satisfaction.

Training: Analyze service and quality issues, identify training needs, ensure implementation of training programs to optimize results, and adhere to The Witness Group’s training guidelines and policies.

  • Sales & Marketing:

Provide leadership support and direction to the sales team, take an active role in the preparation and implementation of the hotel’s annual Marketing plan, make sales calls to Key accounts, and capitalize on all revenue opportunities.

  • Community Involvement:

Ensure good standing in the community by developing and maintaining relationships with the Chamber of Commerce, the Convention and Visitors Bureau, other hotels, local schools, local government and other community and civic organizations.

  • Leadership:

Leading: Motivate, coach and train team members, set goals and hold team members accountable, and provide appropriate feedback, rewards, and recognition.

Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to The Witness Group’s Standard Operating Procedures.

  • Supporting the Management and Development of Departmental Teams

1) Stays readily available/approachable for all Team Members
2) Extends professionalism and courtesy to Team Members at all times
3) Leads by example demonstrating self-confidence, energy and enthusiasm
4) Assists/teaches team managers scheduling against guest and hours/occupied room goals
5) Makes sure that staffing levels are appropriate to exceed guest expectations
6) Sets clear performance expectations with Team Leaders and Team Members
7) Assists Team Leaders with constructive coaching and counseling
8) Solicits feedback for continuous improvement

Specific Essential Tasks/Duties

  • Send a daily end of the day activity and accomplishment email to immediate Supervisor.
  • Develop and implement the approved business plan to attain and exceed the financial goals.
  • Maintain a high personal visibility throughout the property.
  • Gain and maintain excellent knowledge of local competition and general industry trends.
  • Take the lead on any and all emergencies at the hotel and handle appropriately
  • Actively manage the financial statement and review and critique performance in a timely fashion. Teach the process to all members of the management team.
  • Assess and/or ensure regular and timely assessment and performance reviews of all hotel associates and the processing of all personnel records.
  • Motivate, coach and train Team Members, set goals and hold Team Members accountable by providing appropriate and timely feedback, rewards and recognition.
  • Champion green/sustainability programs and assure ongoing participation.
  • Develop and maintain community relationships and engagements by maintaining a strong presence at Chamber of Commerce, Hotel & Lodging Association, Convention and Visitors Bureau and/or other community and civic organizations and events
  • Closely monitor sales solicitation activities.
  • Conduct daily individual meetings with each Team Leader/manager to review prior day’s outcomes and today’s goals.
  • Conduct prescheduled weekly meetings with the department heads/managers.
  • Conduct a monthly safety meeting to ensure safety policies and procedures are known and followed by all associates.
  • Ensure all associates are trained on emergency and security procedures and policies.
  • Ensure that all property equipment is in good working condition.
  • Successfully maintain adequate staffing.
  • Ensure all company policies are being administered consistently and standard operating procedures (SOP’s) are being followed (consistently and accurately).
  • Effectively manage all expenses, including labor, overtime and supply costs
  • Attain budgeted Net Operating Income (NOI) by achieving budgeted goals in the following metrics: o Revenue per Available Room (RPAR or RevPar)
  • Market Share Index (MSI)
  • Rooms Gross Profit (RGP)
  • Brand Guest Satisfaction Index (GSI)
  • Witness Team Member Satisfaction Index
  • Brand Quality Evaluation (QE/AQ)
  • Assure timely and accurate reporting and record keeping as required
  • Maintain high visibility and presence throughout the hotel
  • This position is physical in nature and requires complete physical mobility, including, but not limited to, bending, carrying, climbing stairs, crawling, reaching and squatting. These actions are required in order to perform GM job duties.
  • This position operates in a working environment that is subject to varying levels of noise and crowds that depends upon customer volume. Associates are at times subjected to hazards such as chemicals; proper safety precautions are followed.
  • Minimizes safety hazards by practicing safety and following all safety rules and procedures.
  • Projects a favorable image of the hotel to the public at all times.
  • Meet and exceed Customer and Associate expectations by providing service and teamwork.
  • Adheres to all hotel policies and standard operating procedures (SOP’s).
  • Attendance is crucial to position.
  • Performs other additional and related duties assigned by the supervisors and or the General Manager to provide service and teamwork in a timely and efficient manner in accordance with established company policies and procedures.
  • Other:
  • Performs other additional and related duties assigned by supervisor
  • Provide service and teamwork in a timely and efficient manner in accordance with established company policies and procedures.
  • Meet and exceed Customer and Associate expectations by providing service and teamwork.

Optimum Attributes

  • Willing to take responsibility and accountability for the team
  • Willing to work on weekends and holidays if required
  • Effective communication skills
  • Good listener
  • Emphatic and tolerant

Job Type: Full-time


  • management: 2 years (Required)
  • hotel operations: 3 years (Preferred)


  • Bachelor's (Preferred)