About the Position
The General Manager (GM) is the strategic and operational leader of Best Western University Inn & Suites. This role is responsible for all aspects of day-to-day hotel operations, financial performance, guest satisfaction, and employee engagement. The GM ensures the delivery of outstanding guest experiences while meeting revenue and profitability goals. The ideal candidate will possess strong leadership, communication, organizational, and decision-making skills, and will uphold the Best Western brand standards with pride.
Key ResponsibilitiesHotel Operations & Guest Experience
- Oversee all hotel departments including Front Desk, Housekeeping, Maintenance, Food & Beverage, and Sales.
- Ensure all team members deliver exceptional customer service and uphold brand standards.
- Proactively respond to guest issues, resolve complaints, and maintain high guest satisfaction scores.
- Conduct regular property inspections to maintain cleanliness, safety, and quality assurance.
- Ensure compliance with health, safety, and licensing regulations.
Leadership & Staff Management
- Hire, train, mentor, and supervise all hotel staff.
- Set performance goals, conduct reviews, and provide coaching and development.
- Foster a positive team culture that promotes productivity, accountability, and hospitality.
- Ensure adequate staffing levels and effective scheduling in line with labor standards.
Financial & Revenue Management
- Develop, manage, and analyze the hotel’s budget, forecast, and financial goals.
- Maximize room revenue through strategic rate management, OTA optimization, and local marketing efforts.
- Monitor expenses, payroll, and purchasing to ensure cost controls and profitability.
- Analyze STR and Medallia reports, implement improvements based on performance metrics.
Sales & Marketing
- Create and execute local marketing and sales plans to attract new business.
- Maintain relationships with local businesses and community organizations to boost visibility and occupancy.
- Partner with online travel agencies (OTAs) and manage listings effectively.
Compliance & Administration
- Ensure the hotel meets all operational policies, company standards, and legal compliance requirements.
- Maintain records and documentation including reports, payroll, purchasing, and HR matters.
- Serve as the main liaison between ownership and hotel operations.
Qualifications & RequirementsRequired
- Minimum 2 years of hotel guest relations or management experience.
- Proficiency in Microsoft Office (Outlook, Excel, Word).
- Knowledge of hotel operations including housekeeping and food service.
- Experience managing OTA platforms (e.g., Expedia, Booking.com).
- Strong oral and written communication skills.
- Valid Driver’s License and personal auto insurance.
- Sound problem-solving, planning, and organizational abilities.
- Ability to manage financial reports, control expenses, and maximize revenue.
- Strong interpersonal skills and a leadership style that motivates teams.
- Regular, reliable attendance and availability for on-call or emergency situations.
Preferred
- Experience with Best Western systems (e.g., Visual Matrix Cloud).
- Familiarity with Medallia, STR Reports.
- Previous GM or Assistant GM experience in a branded hotel.
- Bilingual (English/Spanish) a plus.
Working Conditions
- On-site role; must be available on weekends, holidays, and evenings as needed.
- Standing and walking for extended periods; occasional lifting up to 25 lbs.
- Requires availability for emergency response or staffing support when needed.
Job Types: Full-time, Part-time
Pay: $45,566.35 - $55,000.00 per year
Expected hours: 40 per week
Benefits:
Education:
Experience:
- Hotel management: 2 years (Required)
Work Location: In person
