Hotel General Manager

Position Title: General Manager

Department: Operations

Reports To: Vice President of Operations

Location: Embassy Suites by Hilton Tulsa I-44, 3332 S. 79th E. Ave., Tulsa, OK, USA

Position Type: Full-Time, Exempt

Overview

Shreem Capital, a trailblazer in the hotel industry, is actively seeking a dynamic and experienced General Manager to shape and optimize our operational landscape. Grounded in radical honesty and transparency principles, our company culture encourages the open sharing of information, fostering an environment where every stakeholder's input is valued.

Position Overview

The General Manager (GM) of a full-service hotel is responsible for the overall operations, guest experience, and financial performance of the hotel. The GM will oversee all departments within the hotel, including front office, housekeeping, food and beverage, sales, and maintenance. This role is critical in ensuring that the hotel operates smoothly and profitably while providing exceptional service to guests. The General Manager will be a strong leader, capable of motivating teams, driving revenue, and maintaining brand standards across all hotel operations.

Key Responsibilities

Leadership & Operations Management:

• Oversee the daily operations of the hotel, ensuring all departments are running efficiently and in alignment with company policies and standards.
• Lead, inspire, and manage department heads to foster a culture of excellence, teamwork, and accountability.
• Set performance expectations and guide team members to achieve the hotel’s goals, both short-term and long-term.
• Conduct regular department meetings, communicate updates, and provide consistent feedback to staff.
• Ensure the hotel is compliant with all health, safety, and legal requirements.

Guest Experience & Service Excellence:

• Ensure the hotel provides an exceptional guest experience at all touchpoints, from check-in to check-out.
• Handle guest complaints or concerns in a professional and timely manner, striving to exceed guest expectations.
• Maintain a visible presence in the hotel, engaging with guests to ensure their needs are met and addressing any issues that arise.
• Monitor guest satisfaction through feedback tools, guest surveys, and direct interactions to identify areas for improvement.

Financial Management:

• Manage the hotel’s financial performance, including budgeting, forecasting, and revenue management.
• Ensure the hotel meets or exceeds its revenue and profitability targets by optimizing room rates, occupancy, and ancillary revenue streams.
• Analyze financial statements and operational reports to monitor performance and implement corrective actions as needed.
• Oversee cost control measures across all departments, maintaining profitability without compromising service quality.

Staffing & Talent Development:

• Recruit, hire, and retain high-quality staff, ensuring the hotel maintains a strong team in all departments.
• Provide training and development opportunities to enhance the skills of hotel staff, promoting internal growth and career advancement.
• Conduct performance reviews and provide feedback and coaching to team members to improve overall performance.
• Foster a positive work environment, ensuring a high level of employee engagement and satisfaction.

Sales & Marketing:

• Collaborate with the Sales and Marketing teams to develop and implement strategies to drive business, attract new customers, and retain loyal guests.
• Support local and regional marketing initiatives, working to increase brand visibility and guest acquisition.
• Monitor competitive market conditions and adjust pricing, promotions, and strategies accordingly to maximize revenue.

Property Management & Maintenance:

• Ensure that the hotel building and its facilities are well-maintained and in compliance with brand standards.
• Oversee maintenance schedules, renovations, and repair work to ensure the property remains attractive, functional, and safe for guests and staff.
• Work closely with the housekeeping team to maintain cleanliness and quality standards across all guest rooms and public spaces.

Compliance & Risk Management:

• Ensure the hotel complies with all company policies, brand standards, local laws, health and safety regulations, and security requirements.
• Manage risk and emergency situations, including health and safety protocols, fire safety, and crisis management.
• Conduct regular audits to ensure compliance with safety standards, inventory controls, and operational procedures.

Reporting & Communication:

• Provide regular reports to senior leadership regarding hotel performance, guest satisfaction, financial status, and operational updates.
• Maintain open and consistent communication with corporate office and senior management to ensure alignment with company objectives.

Qualifications

Education:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field; advanced degree is a plus.

Experience:

• Minimum of 3-5 years of hotel management experience, with at least 3 years as a General Manager in a full-service hotel or similar role.
• Proven experience in managing all aspects of hotel operations, including guest services, food and beverage, housekeeping, sales, and financial management.
• Experience in managing large teams and driving operational excellence.

Skills & Competencies:

• Strong leadership and team management skills with the ability to motivate and inspire staff to achieve high levels of performance.
• Excellent financial acumen and the ability to analyze and manage hotel budgets, forecasts, and profit-and-loss statements.
• Exceptional guest service skills with the ability to resolve issues and ensure guest satisfaction.
• In-depth knowledge of hotel operations, including front desk, housekeeping, F&B, sales, and maintenance functions.
• Strong communication and interpersonal skills, with the ability to interact with guests, employees, and senior management.
• Ability to adapt and thrive in a fast-paced, high-pressure environment.

Shreem Capital is an Equal Opportunity Employer.