General Manager

Overview: A Kolter Hospitality General Manager is responsible for overseeing all aspects of the hotel’s operations to ensure the highest level of guest satisfaction, team performance, and financial results. This role includes strategic planning, operational execution, staff leadership, and the achievement of financial goals. The GM must ensure the hotel operates efficiently while maintaining high standards of service, cleanliness, compliance, and profitability.

_____________________________________________________________________________________

Performance Expectations

• Leadership & Team Management:
• This position is responsible for overseeing maintenance, asset protection, guest service, sales, food and beverage, accounting and human resources.
• Lead and develop all department heads and staff to promote a positive and results-oriented culture.
• Build a high-performing team through coaching, training, and performance management.
• Ensure compliance with all company policies, procedures, and brand standards.
• Operations Oversight:
• Oversee day-to-day hotel operations including front office, housekeeping, F&B, maintenance, and sales.
• Ensure property is well-maintained, clean, and operates smoothly across all functions.
• Implement and monitor SOPs to enhance guest service and operational efficiency.
• Financial Management:
• Develop and execute annual budgets, forecasts, and financial strategies.
• Monitor P&L statements and ensure cost controls, revenue maximization, and profit improvement.
• Ensure proper inventory management, payroll oversight, and expense controls.
• Sales & Revenue Generation:
• Partner with the sales and revenue teams to drive occupancy, ADR, and RevPAR.
• Develop local and regional partnerships to increase business from corporate, group, and leisure segments.
• Actively participate in sales strategy meetings and community networking.
• Guest Satisfaction:
• Champion a guest-first culture by ensuring service excellence and rapid resolution of complaints.
• Review guest service scores daily to identify areas of improvement, recognize positive achievement and implement correct action where necessary.
• Monitor guest feedback channels (reviews, surveys, etc.) and drive continuous improvement initiatives.
• Ensure the delivery of exceptional experiences that meet or exceed guest expectations.
• Compliance & Risk Management:
• Maintain compliance with local, state, and federal laws including health, safety, labor, and licensing.
• Implement and monitor safety and emergency procedures.
• Ensure brand standards and quality assurance benchmarks are met or exceeded.