job profile: Hotel General Manager

The Dorchester Hotel

A general manager is at the top of the organisational structure for the hotel, and oversees the staff on a daily and strategic basis. He or she will be held responsible for the finance and budget, long term planning, organising and directing all hotel services such as front of house, food and beverage and housekeeping. In larger hotels, there may be a number of managers reporting in, with responsibility for a specific area of the business.

Responsibilities of a general manager include:

  • Maximising profit in the business without detracting from quality
  • Setting an example to staff on how to deliver a standard of excellent service and presentation
  • Ensuring guests’ needs and expectations are met

A widely varied role, a hotel manager may find themselves planning and organising accommodation, implementing new ways to promote the business, maintaining financial records, achieving sales and profit targets, recruit, train and monitor new staff and plan work for employees or teams. They will also deal with customers, including handling complaints and taking preventative measures to ensure the fault is not repeated.

Experience is key but qualifications in any of the following may boost your chances:

  • hotel and hospitality management
  • business
  • a second language
  • travel and tourism

If you are looking to manage a particular hotel department, you may need a relevant qualification, e.g., food and beverage manager may need experience working in a kitchen/with kitchen staff.

A hotel manager must have the desire to help and please others, as the customers deserve a standard of excellent service that you must be eager to provide. You must be a clear and quick thinker, making logical, precise decisions as and when they are required. You must be organised enough to balance customer business and customer priorities, as they are both equally as important. You must also be an excellent communicator, especially as you are dealing with employees and setting tasks and also speaking to guests.

The average salary for a hotel manager would usually be between £21,000 to £40,000. The salary is dependent on location, size of hotel and levels of competition. If a manager is required to live in the workplace, this will also affect salary.