Hands-On General Manager, Hotel Operations & Guest Experience

Holiday Inn Express & Suites Omaha Downtown ‑ Airport; Omaha (NE); On-site; USD 90,000 - 120,000; Full time

Job summary

Holiday Inn Express Downtown Omaha – Old Market is seeking an experienced General Manager to lead hotel operations, build a strong team, and deliver an exceptional guest experience. The role requires ownership mentality, hands-on leadership, and accountability for guest satisfaction and financial performance.

Ideal candidates will demonstrate success in improving guest satisfaction scores, maintaining brand standards, and achieving quality audit results.

Qualifications

• Previous hotel General Manager experience required.
• IHG or Holiday Inn Express experience strongly preferred.
• Demonstrated ability to improve guest satisfaction scores, achieve brand performance metrics, and maintain successful quality audit results.
• Demonstrated ability to manage labor, control expenses, and understand hotel financial statements.

Responsibilities

• Lead all hotel operations, including front desk, housekeeping, maintenance, and breakfast service.
• Recruit, train, coach, and hold department leaders and employees accountable for performance.
• Work a minimum of 16 hours per week in scheduled front desk shifts to participate directly in the guest experience, build guest relationships, and identify opportunities to improve service.
• Maintain a visible presence throughout the property and actively support teams during busy periods.
• Manage budgets, payroll, purchasing, inventory, and operating expenses to meet financial goals.
• Ensure schedules reflect business demand, maintain appropriate coverage, and prevent unapproved overtime.
• Take direct responsibility for hotel guest satisfaction scores and all applicable IHG performance metrics, including Guest Love, Enrollment Efficiency, Member Recognition, Reward Nights, and required training.
• Monitor performance regularly, communicate expectations to the team, and implement corrective action plans when results fall below company or brand standards.
• Maintain readiness for IHG Quality Audits and take responsibility for audit results, including timely correction of deficiencies. General Manager performance will be evaluated in part on hotel guest scores, achievement of IHG metrics, and IHG Quality Audit results.
• Address guest concerns promptly and correct recurring service issues.
• Conduct regular property inspections and ensure preventive maintenance is completed and documented.
• Oversee cleanliness, upkeep, and safety throughout guest rooms, public areas, and breakfast service areas.
• Partner with sales and revenue management to grow room revenue and group business.
• Ensure accurate and timely payroll submissions, employee records, financial reports, and operational documentation.
• Respond promptly to emergencies and elevate incidents according to company procedures.
• Report directly to the Corporate Director of Operations and follow through on company priorities.

Job description

Holiday Inn Express Downtown Omaha – Old Market is seeking an experienced General Manager to lead hotel operations, build a strong team, and deliver an exceptional guest experience. The role requires ownership mentality, hands-on leadership, and accountability for guest satisfaction and financial performance.

Ideal candidates will demonstrate success in improving guest satisfaction scores, maintaining brand standards, and achieving quality audit results.