How to record a hotel general manager video job description

Step 1: Describe Your Hotel Environment

Start your video by painting a clear picture of your hotel's identity, market position, and culture. Your hotel general manager needs to understand the business they're leading and the environment they're responsible for every day.

This section sets the foundation for everything that follows. When your general manager understands your hotel's concept, values, and operational complexity, they can make better strategic decisions and lead the property authentically.

Your goal is to help your hotel general manager understand:

• Your hotel's market positioning and guest expectations
• The operational complexity and departmental coordination required
• The culture and values that drive how you operate
• How their role fits into the bigger picture with ownership and stakeholders

Use this 3-part approach:

1. Explain Your Hotel Type and Market Position

Be specific about what your hotel is: "We operate a 120-room luxury business hotel / manage a 45-room boutique hotel with award-winning restaurant / run a 200-room conference hotel with extensive event facilities..."

Share the details that bring your hotel to life:

• What's your market focus — business travellers, leisure guests, or event bookings?
• Are you part of a hotel group or an independent property?
• What makes you different from other hotels in your area?
• What's the operational complexity of your property?

2. Share Your Culture and Values

Explain what it's like to lead at your hotel and the values that guide how you operate:

• "Our service philosophy emphasises personalised luxury experiences that exceed guests' expectations."

• "We focus on efficient, professional service that delivers consistent value for business travellers."

• "We operate with boutique hospitality that creates memorable experiences for guests and local diners."

• "We balance exceptional service with strong financial performance and operational excellence."

Help your general manager understand the leadership environment:

• How does the leadership team work together?
• What's the relationship with ownership or corporate stakeholders?
• What do you value most in how the hotel operates?
• How do you handle challenges and pressure periods?

3. Explain Their Place in the Business

Help your general manager understand where they fit and who they work with:

• "As our general manager, you're the leader of our property — you set the tone and standards for how we operate across all departments."

• "You'll have real ownership over how we run day-to-day, with strategic support from ownership on bigger decisions."

• "You're the connection point between our team, our guests, and our stakeholders."

• "You lead a team across front office, housekeeping, F&B, sales, and maintenance to deliver seamless experiences."

Tips if you're unsure what to say

Ask yourself these questions:

• If someone asked your leadership team what it's like to work here, what would they say?
• What do you want your hotel to be famous for?
• What makes your property unique in your market?
• What does a great week look like for your general manager?
• How does leadership information flow between departments and ownership?

Example 1: Luxury Business Hotel

We operate a 150-room luxury business hotel in the financial district, generating significant annual revenue through rooms, restaurant, and conference facilities. As our general manager, you lead a team of 95 staff across six departments, ensuring exceptional service for discerning corporate guests whilst maintaining strong profit performance. The role demands sophisticated revenue management and the ability to coordinate seamlessly between front office, housekeeping, F&B, and events to deliver memorable experiences for high-expectation clientele.

Example 2: Boutique Hotel with Restaurant

We manage a 35-room boutique hotel with an award-winning restaurant serving both hotel guests and local diners. As our general manager, you lead a close-knit team of 28 staff, balancing intimate hospitality with business efficiency. The environment is dynamic but controlled, requiring strong leadership skills to maintain service excellence across both accommodation and dining operations whilst building relationships with regular guests and the local community.

Step 2: Outline Your Key Responsibilities

This is the core of your video job description — telling your hotel general manager exactly what they're responsible for in their role. Be specific about what you expect them to own and deliver.

Avoid vague statements like "manage hotel operations." Instead, be clear about the actual strategic and operational areas they're accountable for. This helps them understand their role and gives them clarity on what success looks like.

Your goal is to clearly communicate: "These are YOUR responsibilities in this role."

Cover 10–15 specific responsibilities, organised into clear areas:

1. Strategic Leadership and Financial Management

These are the responsibilities that shape business performance:

• What strategic and financial decisions do they own?
• How is performance monitored and reported?

Example responsibilities:

• "You're responsible for developing annual budgets, revenue forecasts, and profit targets"
• "You implement pricing strategies and revenue optimisation across all departments"
• "You analyse market trends and competitive positioning to inform strategic decisions"
• "You manage relationships with ownership, investors, and franchise partners"
• "You ensure compliance with brand standards and regulatory requirements"

2. Operational Management and Guest Experience

These are the day-to-day responsibilities for operations and service:

• What operational oversight do you expect?
• How do they ensure guest satisfaction?

Example responsibilities:

• "You coordinate daily operations across front office, housekeeping, F&B, sales, and maintenance"
• "You ensure consistent service delivery and guest satisfaction across all touchpoints"
• "You manage guest relations including VIP services and complaint resolution"
• "You oversee F&B operations and coordinate with events for seamless service"
• "You implement quality assurance programmes and maintain service standards"

3. Team Leadership and Development

These are the responsibilities for leading and developing the team:

• What team management do they own?
• How do they develop senior staff?

Example responsibilities:

• "You recruit, train, and develop department heads and senior management"
• "You conduct performance reviews and career development planning for senior staff"
• "You manage staffing levels and labour cost control across departments"
• "You lead management meetings and strategic planning sessions"
• "You build positive team culture and maintain morale during challenging periods"

Tips if you're unsure what to include

If you're not sure what responsibilities to cover, ask yourself:

• What does your general manager spend most of their time on?
• What decisions do they make without needing to ask ownership?
• What would fall apart if they weren't there?
• What are they accountable for that no one else owns?

You can also ask your current general manager:

• What do you see as your core responsibilities?
• What takes up most of your time each week?
• What do you wish was clearer about your role?

Example 1: Luxury Business Hotel

As our hotel general manager, here's what you're responsible for:

• You lead strategic planning for the property including revenue targets and profit performance
• You coordinate daily operations across six departments with 95 staff
• You manage revenue optimisation including pricing, yield management, and corporate accounts
• You oversee guest experience delivery for discerning corporate clientele including VIP services
• You develop annual budgets and financial performance reporting to ownership
• You lead recruitment and development of department heads whilst maintaining service standards
• You manage relationships with corporate clients and franchise partners
• You ensure operational excellence and regulatory compliance across all property operations

Example 2: Boutique Hotel with Restaurant

As general manager, these are your responsibilities:

• You manage integrated operations for the property across accommodation and dining
• You lead a close-knit team of 28 staff with focus on personalised service
• You coordinate revenue management for both hotel guests and restaurant patrons
• You oversee guest relations from arrival to departure including special occasions
• You handle financial management including budget planning, cost control, and reporting
• You develop staff training programmes focused on boutique hospitality
• You manage community relationships and reputation for our independent property
• You balance intimate service delivery with operational efficiency

Step 3: Explain the Skills They Need

This section tells your hotel general manager what skills are essential for their role — and importantly, how you'll help them continue developing as a leader.

The goal isn't to list every possible skill, but to be clear about what matters most for success at your property. Be honest about what they need now and what they can grow into.

Your goal is to communicate: "These are the skills that will help you succeed, and here's how we'll support your development."

1. Think about what skills matter most

Look at the responsibilities you outlined and ask what skills enable someone to do them well:

• Developing budgets and forecasts → financial analysis and strategic planning
• Managing stakeholder relationships → diplomatic communication and negotiation
• Coordinating multiple departments → operational oversight and systems thinking
• Handling crisis situations → decisive leadership and problem-solving
• Optimising revenue → commercial acumen and analytical thinking

2. Separate core skills from development areas

• Core skills: What they need to have now to lead effectively
• Development areas: Skills they can continue building with support

Key skill areas for hotel general managers:

• Executive leadership and strategic management
• Financial management and commercial acumen
• Hospitality operations and service expertise
• Stakeholder communication and relationship management
• Crisis management and problem-solving
• Performance management and team development

Focus on what's genuinely important for your specific property.

Example 1: Luxury Business Hotel

Core skills you need:

• Proven executive leadership managing multi-department hotel operations with P&L responsibility
• Advanced financial management including budget development and revenue optimisation
• Excellent stakeholder communication for corporate clients and ownership relationships
• Strategic planning including market analysis and competitive positioning
• Crisis management and diplomatic problem-solving for high-profile situations
• Commercial acumen including pricing strategies and yield management

Skills we'll help you develop:

• Industry networking and professional recognition
• Advanced hospitality qualifications and certifications
• Regional or multi-property leadership opportunities
• Board-level communication and strategic advisory skills

Example 2: Boutique Independent Hotel

Core skills you need:

• Dynamic leadership for managing intimate property operations
• Strong financial management with focus on independent property economics
• Excellent guest relations and ability to create personalised experiences
• Community engagement and local market knowledge
• Operational versatility across F&B, accommodation, and maintenance
• Creative marketing and reputation management for independent positioning

Skills we'll help you develop:

• Independent hotel management best practices
• Digital marketing and social media strategy
• Event coordination and experiential hospitality
• Ownership advisory and business development

Step 4: Describe the Personality Fit

Beyond skills and responsibilities, this section helps your hotel general manager understand the personal characteristics that will help them thrive in your environment.

This isn't about telling them who to be — it's about helping them understand what kind of leadership style and approach leads to success at your property. It's also a chance to show them how you'll support their continued growth.

Your goal is to communicate: "These are the personal characteristics that will help you succeed, and here's how we'll support your development."

1. Think about what makes leaders successful here

Consider:

• What do your most successful leaders have in common?
• What leadership style thrives in your environment?
• How do your best leaders handle pressure and challenges?
• What communication style works best with your team and stakeholders?

2. Be specific, not generic

Instead of vague phrases like "natural leader" or "people person," describe what these actually look like:

• "You maintain composed executive leadership during crisis situations whilst inspiring team confidence"
• "You demonstrate natural diplomacy when managing complex stakeholder relationships"
• "You adapt your leadership style to motivate diverse management teams"
• "You show genuine passion for hospitality excellence that inspires both staff and guests"
• "You exhibit strategic thinking when balancing service quality with profit requirements"

3. Consider how personality fits your environment

• In luxury upscale environments: sophisticated authority, attention to detail, grace under pressure
• In boutique independent settings: entrepreneurial, personally engaged, commercially disciplined
• In business or chain operations: systematic, efficient, relationship-focused

Example 1: Luxury Business Hotel

The personality traits that will help you succeed here:

• You possess natural executive presence and composure combined with genuine passion for hospitality
• You command respect through expertise and strategic thinking rather than authority alone
• You inspire management teams to deliver exceptional results whilst maintaining standards
• You read complex stakeholder situations and handle sensitive matters with discretion
• You're strategic and commercially minded whilst never losing sight of guest experience
• You stay calm and decisive during challenging periods and inspire confidence in others

We'll support you through executive coaching, industry networking, and clear progression pathways.

Example 2: Boutique Independent Hotel

The personality traits that will help you succeed here:

• You have entrepreneurial leadership and genuinely enjoy creating unique guest experiences
• You balance creative vision with commercial discipline for sustainable performance
• You're authentic and personally engaged with guests, team, and community
• You adapt quickly and maintain positive energy during market challenges
• You're hands-on when needed but know when to delegate and empower others
• You build genuine relationships and represent our brand with pride

We'll support your development through mentorship from ownership, industry training, and strategic autonomy to shape the property's direction.

Step 5: Define What Success Looks Like

This final section is crucial — it helps your hotel general manager understand how they'll know they're doing a great job. It's not about setting rigid KPIs, but about painting a clear picture of what success looks like in their role.

When people understand what good looks like, they can aim for it. This section gives them clarity on expectations and helps them self-assess their performance.

Your goal is to communicate: "This is how you'll know you're succeeding in this role."

1. Think about what success actually looks like

Consider both the measurable and the less tangible:

• What does a great month look like for your general manager?
• How do you know when the property is performing well?
• What feedback would you give them when they're excelling?
• What do ownership and stakeholders say when things are going brilliantly?

2. Include a mix of indicators

Some things you can measure:

• Revenue and profit performance against targets
• Guest satisfaction scores and review ratings
• Team retention and engagement levels
• Operational efficiency and cost management

Some things you observe:

• The property runs smoothly and standards are consistently high
• Staff respect and follow their leadership
• Guests speak highly of their experience
• Problems get solved before they escalate
• They're constantly looking for ways to improve and grow the business

3. Be honest about what matters most

Every property is different. Be clear about what you actually care about:

• "For us, the most important thing is that guests leave wanting to come back"
• "Success here means developing a team that delivers great service without constant oversight"
• "What matters most is hitting our financial targets while maintaining our standards"

Example 1: Luxury Business Hotel

You'll know you're succeeding when:

• Guests rave about their experience — in person, in reviews, and by returning
• The team looks to you for guidance and you're developing them into stronger leaders
• We're hitting our revenue and profit targets consistently
• Service runs smoothly across all departments even during the busiest periods
• Stakeholders and partners value the relationship you've built
• You're recognised in the industry for the property's performance and reputation
• You're proud of what we're achieving together

Example 2: Boutique Hotel with Restaurant

You'll know you're succeeding when:

• Our guests feel genuinely welcomed and come back again and again
• The team enjoys working here and people want to stay and grow
• We're the first choice for local celebrations and special occasions
• Our food, service, and accommodation quality is consistently excellent
• We're hitting our financial targets without compromising what makes us special
• The hotel runs well whether you're on the floor or not
• The community sees us as their local gem — and you're a big part of why