General Manager

E.M.A. Hospitality; Wood Dale (IL); On-site; USD 75,000 - 89,000; Full time

Benefits offered by this job

Health insurance

Paid time off (PTO)

401(k) retirement plan

Employee discount programs

Job summary

E.M.A. Hospitality is seeking a dynamic Hotel General Manager to oversee daily operations, drive revenue and guest satisfaction, and lead a team of hospitality professionals. You will balance finances, optimize staffing, and maintain service quality and asset protection across the property.

The role emphasizes leadership, budgeting, and hands-on management of front desk, housekeeping, and food and beverage interfaces to deliver an exceptional guest experience.

Qualifications

• MINIMUM EDUCATION: Bachelor’s Degree in Hotel/Restaurant Management or Business is a plus. Equivalent experience is acceptable.
• MINIMUM EXPERIENCE: 2 - 5 years as Hotel General Manager or other hotel management role.

Responsibilities

• Manage daily hotel operations to achieve revenue and profit goals and maintain guest, employee satisfaction, quality assurance, and asset protection.
• Provide leadership, training, direction and support to hotel employees; maintain a high quality product.
• Forecast and monitor revenue, adjust controllable expenses to maintain profit margins, and participate in budgeting process.
• Train front desk staff on selling techniques and current promotions; ensure excellent guest service and handle difficult guest situations.
• Ensure compliance with company policies and procedures, and coordinate with sales and corporate organizations as needed.
• Oversee maintenance programs and protect physical assets; ensure compliance with quality standards and Medallia satisfaction metrics.

Skills

Leadership

Budgeting

Revenue management

Staff training

Guest satisfaction

Operations management

Communication

Education

Bachelor’s degree in Hotel/Restaurant Management or Business

Tools

Hotel Property Management Systems

Microsoft Office

Job description

Description

Job Summary: This position is responsible for managing daily hotel operations to achieve planned goals for revenue and profit while maintaining standards for guest satisfaction, employee satisfaction, quality assurance, and asset protection; provide leadership, training, direction and support to hotel employees; maintain a high quality product.

Fundamental Requirements

Revenue Management:

• Provide the Revenue Management Department with information that includes a market analysis of competitors’ rates by market segment for weekday and weekend and a forecast of local market conditions and special events that may impact occupancy and/or rate.
• Support sales efforts as directed by the Management and the corporate sales organization.
• Train front desk staff to successfully perform selling techniques and procedures for current promotions.
• Provide input to the annual budget by forecasting changes in operating expenses and labor cost.
• Use business forecasts to manage costs by scheduling labor in accordance with staffing guidelines, control other expenses in accordance with business demand levels and control utility expenses in accordance with energy management and building operations standards.
• Based on forecasted monthly revenue, adjust controllable expenses to maintain profit margins and achieve planned monthly budget; explain the causes for budget variances of controllable expenses and take corrective action to avoid future occurrences and adjust spending to eliminate variances.
• Execute company policies and procedures for purchasing.

Financial Results

• Provide input to the annual budget by forecasting changes in operating expenses and labor cost.
• Use business forecasts to manage costs by scheduling labor in accordance with staffing guidelines, control other expenses in accordance with business demand levels and control utility expenses in accordance with energy management and building operations standards.
• Based on forecasted monthly revenue, adjust controllable expenses to maintain profit margins and achieve planned monthly budget; explain the causes for budget variances of controllable expenses and take corrective action to avoid future occurrences and adjust spending to eliminate variances.
• Execute company policies and procedures for purchasing.

Guest Satisfaction

• Train staff to successfully perform guest service procedures in accordance with company standards (e.g., greeting, scripts, pre-assignment of rooms, etc.).
• Train staff to successfully perform all functions for guest service and for handling upset guest who are dissatisfied with the products and services they received. Personally handle difficult situations involving upset guests. Attempt to resolve all issues of poor guest service before guests leave the property.
• Personally respond to guest complaint letters, Guest Assistance Contact Forms, and comment cards in accordance with company standards.
• Receive satisfactory scores for Medallia (i.e., guest satisfaction survey) and take action to correct any deficiencies.

Employee Satisfaction

• Recruit, select, train and manage employees to deliver guest services and quality products that will lead to achieving goals for revenue and profit.
• Properly administer company policies and procedures for human resources management, payroll administration, personnel transactions and fair treatment of employees. Conduct wage surveys to provide input to annual budget and to ensure that the hotel is offering competitive wages.
• Train and develop assigned potential management candidates and trainees in accordance with Human Resources programs and guidelines.
• Provide leadership by conducting business in a professional manner and in accordance with all company policies including standards of conduct, business ethics and conflicts of interest.
• Receive satisfactory scores for employee satisfaction surveys and take corrective action to correct any deficiencies; maintain an acceptable level of employee turnover.

Product Quality

• Ensure a satisfactory guest experience and protect the company’s physical assets by maintaining the physical condition of the hotel in accordance with established quality control standards.
• Manage the preventative maintenance and quick-fix programs in accordance with company standards.
• Receive satisfactory scores for product quality as measured by Medallia and take action to correct any deficiencies

Compensation & Financial Incentives

• Base Salary Range: $75,000 – $89,000 per year. Final salary placement is determined by experience, skills, and qualifications.
• Performance Incentives: Eligible for performance-based incentive programs tied to individual and team goals.

Benefits & Perks

• Health & Wellness: Comprehensive medical, dental, and vision insurance coverage options.
• Paid Time Off (PTO): Accrued Paid Time Off (PTO) program for vacation, personal days, and illness, fully compliant with Illinois leave regulations.
• Retirement Savings: 401(k) retirement plan enrollment options to help secure your financial future.
• Travel Perks: Generous employee discount programs at partner hotels and affiliate properties worldwide.

Requirements

Education & Experience

MINIMUM EDUCATION: Bachelor’s Degree in Hotel/Restaurant Management or Business is a plus. Equivalent experience is acceptable.

MINIMUM EXPERIENCE: 2 - 5 years as Hotel General Manager or other hotel management role.

Physical Requirements

• Must be able to sit or stand for long periods at a time.
• May be required to do light lifting or carrying.
• Capable of working in a fast paced environment and in stressful situations.
• Must respond to multiple task interruptions and still provide service to internal and external customers in a professional and courteous manner.
• May be required to walk and/or stand for long periods of time.
• Must be flexible in work hours/days.
• Requires good vision.
• Must possess a valid driver’s license and a personal vehicle.
• Must be available to work extended hours, nights and weekends.

General Requirements

• Must have knowledge of a variety of computer software applications in word processing and spreadsheets. Word, Excel, Power Point and Access.
• Must have full knowledge of Hotel Property Management Systems
• Must have effective oral and written communication skills.
• Must have good analytical skills and decision-making ability.
• Must be able to work independently and multi-task, prioritizing as appropriate.
• Obtain any locally required certifications.