the General Manager Job Description
Hotel | Bisbee, Arizona
A Bisbee Hotel is seeking an energetic, hands-on, and hospitality-driven Hotel General Manager to lead daily operations at our award-winning boutique hotel in the heart of Old Bisbee.
This is a working manager position. The ideal candidate is not someone who manages from behind a desk, but rather a leader who enjoys interacting with guests, supporting staff, solving problems, and stepping in wherever needed to ensure exceptional service and smooth operations.
In addition to overseeing hotel operations, we are looking for a true "people person" who enjoys building relationships within the Bisbee community, developing local partnerships, and helping create events and experiences that enhance both the guest experience and our connection to the community.
Key Responsibilities
Hotel Operations
- Oversee all day-to-day hotel operations.
- Step in with no advance notice and cover if assistant manager (AM) on duty calls in sick. Answer phone calls on your day off or when on vacation from the assistant manager whenever issues come up or they need help.
- Answer phone calls from 8am-9pm, 5 days a week or whenever AM is not answering them. Respond to emergency text messages 24 hours a day 5 days a week.
- Ensure a third team member is fully trained in front desk operations to provide backup support and assist the Assistant Manager during the General Manager's absences, including vacations. Ideally, this team member should work at least two front desk shifts each week (3:00 p.m.–7:00 p.m.) to maintain proficiency with hotel systems, procedures, and guest service standards.
- Oversee and become an expert with the property management software.
- Ensure compliance with company policies and operating procedures.
- Coordinate with maintenance vendors and oversee property upkeep.
- Manage waste reduction, recycling, and sustainability initiatives.
- Maintain a safe, clean, and welcoming environment throughout the property.
Guest Experience & Hospitality
- Lead by example in providing exceptional customer service.
- Create memorable and personalized guest experiences.
- Handle guest requests, concerns, and complaints professionally and promptly.
- Maintain guest privacy, security, and confidentiality standards.
- Monitor guest feedback and online reviews and implement improvements.
- Act as an ambassador for the hotel and the Bisbee community.
- Ensure all guest emails to the reservations and management email's, texts and voice messages are returned in a timely manner.
Advertising and Marketing
- Develop and implement marketing strategies to increase occupancy, revenue, brand awareness, and guest engagement.
- Manage the hotel's social media presence, including posting content, responding to comments and messages, and engaging with guests and followers.
- Monitor and respond to guest reviews on all major platforms, including Google, Booking.com, Expedia, TripAdvisor, Airbnb, and social media channels.
- Identify content opportunities and coordinate photography, videography, hosted stays, media visits, and partnerships with influencers, travel bloggers, content creators, media outlets, and tourism organizations to increase brand awareness, generate publicity, and showcase the hotel to potential guests.
- Build relationships with local businesses, event organizers, and community groups to create cross-promotional opportunities and enhance the guest experience.
- Track marketing performance, guest feedback, occupancy trends, and campaign effectiveness, providing recommendations for improvement.
- Ensure all marketing efforts align with the hotel's brand standards, voice, and overall guest experience.
- Keep hotel’s website up to date.
- Manage and coordinate the hotel's "Sleeping with the Artists" program, including artist relations, guest communications, room assignments, Inventory, promotional opportunities, and ensuring program materials remain current and engaging.
- Maintain and regularly update guest information binders, welcome materials, local attraction guides, hotel policies, and in-room information to ensure accuracy, reflect property updates, and enhance the guest experience.
- Identify and implement updates to guest-facing materials as hotel amenities, partnerships, events, policies, and local recommendations evolve.
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Financial Management, Inventory & Budget Management
- Assist ownership with budgeting, goal setting and operational planning.
- Manage Pricepoint software to set rates to maximize RevPAR, ADR and Occupancy.
- Weekly check pricing on the OTAs and see how we compare to competitors a week before each weekend if we are not sold out.
- Complete a monthly variance analysis and dashboard.
- Handle purchasing to maintain inventory levels for housekeeping, maintenance, and lobby area supplies.
- Continue to find ways we can upsell and things we can sell that add value to the guest experience.
- Process payroll every two weeks
- Develop strategies and implement them to maximize revenue
- Monitor expenses and identify cost-saving opportunities.
- Manage purchasing and vendor relationships.
- Handle relationships and all aspects (revenue, guest reservations and commissions) of OTA accounts including Expedia, Booking.com, Air B&B.
Community Engagement & Partnerships
- Build and maintain relationships with local businesses, organizations, artists, tourism partners, and community leaders.
- Develop strategic partnerships that enhance guest experiences and support local businesses.
- Help organize and promote hotel events, community gatherings, and special guest experiences.
- Represent the hotel at community events and networking opportunities.
- Identify creative ways to increase local engagement and strengthen the hotel's role within the Bisbee community.
Housekeeping & Quality Control
- Supervise housekeeping operations and room inspections.
- Ensure all suites, public spaces, and common areas meet cleanliness standards.
- Conduct regular quality inspections and implement corrective actions when necessary.
- Manage suite inventories, kitchen inventories, artwork inventories, and room asset tracking.
- Oversee housekeeping supplies, equipment, and cleaning procedures.
- Manage license with Cochise Environmental Health for our property as well as ensure we pass annual inspections.
- Handle annual city inspections with building inspector and fire Marshall to make sure we pass each year and maintain guest safety compliance.
Team Leadership & Development
- Recruit, train, mentor, and evaluate hotel staff.
- Conduct employee onboarding and orientation programs.
- Implement ongoing training and cross-training opportunities.
- Foster a positive, professional, and team-oriented workplace culture.
- Manage employee performance, coaching, and disciplinary procedures when necessary.
Human Resources & Scheduling
- Create and manage employee schedules.in Deputy software and app.
- Review and approve vacation requests.
- Coordinate staffing coverage for sick call-ins and emergencies.
- Ensure compliance with labor laws and company policies.
Property Standards
- Work with maintenance staff to ensure all repairs and maintenance is kept up on and to prevent deferred maintenance
- Ensure the hotel consistently maintains high guest satisfaction scores.
- Monitor property appearance and operational efficiency.
- Develop and implement continuous improvement initiatives.
- Maintain the unique character, charm, and reputation of The Hotel.
Qualifications
- Hospitality, hotel, lodging, or property management experience preferred.
- Proven leadership and team management abilities.
- Outstanding customer service and communication skills.
- Strong organizational and problem-solving abilities.
- Ability to work independently and make sound decisions.
- Comfortable working in a hands-on environment where no task is beneath the manager.
- Experience with scheduling, staffing, budgeting, and daily operations.
- Proficiency with hotel reservation systems and basic computer software.
- Passion for hospitality, community involvement, and creating memorable guest experiences.
Ideal Candidate
The ideal candidate is a natural host who genuinely enjoys people. They are comfortable greeting guests, helping staff during busy periods, attending local events, building community relationships, and finding creative ways to make both guests and employees feel valued. They take pride in ownership of the property, lead by example, and understand that exceptional hospitality comes from being present, engaged, and willing to help wherever needed.
Compensation & Benefits
- Competitive salary based on experience.
- Performance-based bonus opportunities.
- Paid time off shall consist of two weeks vacation and one week sick time and 6 holidays a year. Holiday time off might need to be taken on a non-holiday date as scheduling allows.
- Opportunity to lead and grow a unique historic boutique hotel.
- Supportive ownership team committed to continued investment in the property and community.
If you are passionate about hospitality, community engagement, guest service, and leading a team in one of Arizona's most unique and historic destinations, we would love to hear from you.
Pay: $42,000.00 - $70,000.00 per year
Benefits:
- Employee discount
- Paid time off
Work Location: In person
