Mastering hospitality leadership: becoming a hotel general manager

If you’ve ever wanted to work in hospitality, chances are you’ve wondered what it takes to get to the top. With the hotel industry worth more than $190 billion per year and hotel managers making around $118,000 annually, it is certainly an enticing field to work in.

Aspiring to be a hotel manager requires not only a passion for hospitality but also a mastery of leadership, management and strategic thinking. In this article, we will explore what it takes to become a hotel general manager, including the essential skills, experiences and insights needed to excel in this multifaceted role. From building a culture of exceptional service to overseeing day-to-day operations and driving revenue growth, mastering hospitality leadership is an art and a science. Join us as we unravel the secrets to becoming a successful hotel general manager and leave a lasting mark on the hospitality business.

What is a hotel general manager?

At the helm of every successful hotel business is a general manager responsible for overseeing all aspects of the hotel’s operations, guest experiences and financial performance. The role of a hotel general manager encompasses a wide range of responsibilities, including:

• Leadership and management: providing visionary leadership to hotel staff, building a culture of excellence, teamwork and guest-centric service. General managers oversee department heads, set performance standards and empower employees to deliver exceptional guest experiences
• Operations management: general managers are also responsible for the day-to-day operations of the hotel, ensuring smooth and efficient functioning of all departments, including the front desk, housekeeping, food and beverage, maintenance and administration. They establish operational policies, procedures and standards to maintain quality and consistency across all areas of the hotel
• Guest relations: ensuring guest satisfaction is a top priority. General managers address concerns or complaints promptly and strive to exceed guest expectations at every touchpoint. By encouraging a culture of hospitality and service excellence, they create memorable experiences that keep guests coming back

• Financial management: this includes revenue generation, cost control and profitability. It involves developing annual budgets, monitoring financial metrics and implementing strategies to optimize revenue streams, maximize occupancy rates and minimize expenses

• Sales and marketing: collaborating with sales and marketing teams to develop promotional campaigns, pricing strategies and distribution channels to reach target markets and drive business growth
• Quality assurance and compliance: general managers ensure the hotel meets industry requirements, health and safety regulations and brand standards. They conduct regular inspections, audits and training programs to maintain quality assurance and uphold the hotel’s reputation for excellence

How to become a hotel general manager

Becoming a hotel general manager typically requires a combination of formal education, practical experience and specialized training. While there is no strict educational requirement to become a hotel general manager, obtaining a degree in hospitality management, hotel administration, business administration or a related field can provide a strong foundation for a career in hospitality leadership.

Many aspiring hotel general managers pursue bachelor’s and master’s degrees from accredited institutions, where they study topics such as hotel operations, revenue management, marketing, finance and leadership. Additionally, participating in internships, co-op programs and industry-specific coursework can provide valuable hands-on experience and networking opportunities to kickstart a career in hospitality management.

Hospitality experience

One of the most critical factors in becoming a successful hotel general manager is gaining practical experience in the hospitality industry. This might mean working various roles within a hotel, such as front desk agent, housekeeper, food and beverage manager or assistant general manager. These all provide invaluable insights into hotel operations, guest relations and service delivery.

Working in hospitality allows people to develop essential skills, build industry knowledge and cultivate relationships with colleagues and professionals. It also provides opportunities to demonstrate leadership potential, problem-solving abilities and a commitment to delivering exceptional guest services – qualities highly valued in hotel general managers. Hospitality internships, which are often a part of a degree course, can give experience in higher-level roles such as supervisor and management positions.

Career progression: pathways to becoming a hotel general manager

The path to high-level roles such as hotel manager typically involves a progression through various roles within a hospitality business, gaining experience, skills and expertise along the way. While there is no single prescribed way of becoming a hotel general manager, there is a common career pathway that can lead individuals to this leadership position.

Entry-level positions

Many aspiring hotel general managers begin their careers in entry-level positions in the hospitality industry, such as front desk agents, housekeeping attendants or food and beverage servers. These roles provide valuable hands-on experience in guest service, operations and teamwork, laying the foundation for future leadership roles.

Departmental management

As individuals gain experience and demonstrate leadership potential, they may advance to supervisory or management positions within specific departments of a hotel, such as front office manager, housekeeping manager or food and beverage manager. Departmental management roles allow individuals to develop specialized expertise in a particular area of hotel operations while honing their leadership and management skills.

Assistant general manager

This role is a significant step on the path to taking charge of a whole hotel. Assistant managers work closely with the general manager to oversee day-to-day operations, manage staff and ensure guest satisfaction. This role provides individuals with exposure to broader hotel management responsibilities and prepares them for future leadership roles.

General manager of a smaller property

Many hotel general managers begin their tenure by managing smaller properties or boutique hotels before progressing to larger, more complex establishments. Managing a smaller property allows individuals to gain hands-on lessons in all aspects of hotel management, including operations, guest relations and financial management while developing leadership skills in a more manageable setting.

General manager of a larger property or hotel chain

As individuals gain experience and demonstrate success in hotel management roles, they may have the opportunity to advance to the position of general manager at larger properties or within hotel chains. General managers of bigger properties or hotel chains oversee complex operations, lead larger teams and drive business growth strategies to achieve organizational goals.

If you have a hospitality degree, you can often start higher up the ranks. This can help you become a hotel manager much quicker than if you follow a less academic pathway.

Essential skills for a successful hotel general manager

To thrive in this role, there are a number of skills you need to acquire, including:

• Leadership: inspiring and motivating staff, fostering a positive work culture and leading by example
• Communication: clear and adaptable communication to convey expectations, provide feedback and facilitate collaboration
• Problem solving: analyzing situations, identifying solutions and implementing effective strategies to address challenges
• Financial acumen: understanding financial principles, budgeting and revenue management to maximize profitability
• Customer focus: prioritizing guest satisfaction, empathy and anticipating guest needs to create memorable experiences
• Strategic thinking: setting long-term goals, analyzing market trends and making informed decisions for growth
• Team building: recruiting, training and developing talent to encourage teamwork and achieve operational excellence
• Adaptability: navigating uncertainty, embracing innovation and leading employees through times of change
• Digital marketing: leveraging online platforms to promote properties and engage guests

Finding and applying for hotel general manager jobs

In the competitive field of hospitality, securing a role as a hotel general manager requires a strategic approach to job searching and application. Some effective strategies to help you find and apply for positions that align with your career goals are:

Use online job portals

Explore hospitality industry-specific websites to search for relevant positions. Websites such as Indeed, LinkedIn and Hospitality Online often list job openings in the hospitality sector, including general manager roles. Use relevant keywords to narrow down your search.

Network within the industry

This is a valuable tool for uncovering hidden job opportunities and gaining insights into the hospitality sector. Attend industry events, conferences and networking functions to connect with fellow hospitality professionals, recruiters and hiring managers. Join professional associations to expand your network and stay informed about job openings.

Research hotel chains and independent properties

It is important to find properties that align with your career goals and values. Visit hotel websites, read reviews and familiarize yourself with their brand identity, culture and what they offer to guests. Many hotel companies have dedicated career sections on their websites where they post job openings and provide information about their organizational culture and values.

Tailor your resumé and cover letter

Make sure your application material highlights your relevant experience, skills and achievements in hospitality management. Showcase your leadership abilities, financial acumen, guest satisfaction strategies and operational expertise. Customize your cover letter for each job opportunity to demonstrate your genuine interest and fit for the specific role and property.

Get professional contacts and referrals

Reach out to mentors and former colleagues who may have insights or connections in the hospitality industry. Networking can often lead to referrals or recommendations for job opportunities that may not be publicly advertised. Don’t hesitate to ask for introductions or informational interviews to expand your network and uncover potential job leads.

Prepare for interviews

Once you’ve applied for hotel general manager positions and secured interviews, prepare thoroughly to showcase your qualifications and suitability for the role. Research the hotel company, familiarize yourself with their brand and values and prepare thoughtful responses to common interview questions. Be prepared to discuss your leadership style, management approach and strategies for driving guest satisfaction and operational excellence.

Conclusion

Mastering leadership and becoming a hotel general manager is not just about managing operations; it’s about inspiring teams, building a culture of hospitality and delivering exceptional guest experiences that leave a lasting impression. It requires a blend of leadership, financial acumen, guest satisfaction strategies and adaptability to navigate the challenges and opportunities of the hospitality industry.

Aspiring hotel general managers need to develop a wide skillset, embrace lifelong learning and stay attuned to industry trends to succeed in this interesting and rewarding career. By honing their leadership abilities, gaining practical experience and continuously striving for excellence, individuals can pave their way to becoming effective hotel general managers. If you think this could be the role for you, a great first step is enrolling for a hospitality degree with a renowned school such as Glion.

Photo credits:

Main Image: Getty Thomas Barwick