For many within the hospitality industry, becoming a member of management is a career target. General Managers lead operations within an establishment, ultimately overseeing all functions including the front desk, housekeeping, maintenance, and sales. They participate in the recruitment of other hotel staff and ensure compliance with government and company requirements. While many individuals contribute to the overall success of a hotel, it is up to the GM to ensure each of those individuals consistently does what is needed for the place to run efficiently, safely, and profitably.o
The path to becoming a General Manager varies between individuals. However, for those with little to no industry experience – there are some critical steps to work your way up within an organization and the industry as a whole.
Ideal Characteristics of a Hotel or Extended Stay General Manager
The responsibilities of a General Manager vary, but a big part of the role in any organization is effective team leadership. That includes strong communication skills, empathy, and the ability to unite a team of individuals working toward a common goal. Because GMs are the leaders at a hotel, they also must possess a great deal of autonomy – meaning they can work well and accomplish goals without direct supervision. Department leaders are then accountable to the GM.
Part of a General Manager’s role involves maintaining profitability for the organization. Success in this effort stems from a strong understanding of business finance processes and reporting such as profit and loss (P&L) statements and monthly reconciliations. Prior experience developing and implementing a budget for a project, department, or organization is also highly valued.
One aspect of a GM’s role that is often overlooked is the need for them to jump into other roles within the organization as needed. When staffing issues occur or unexpected absences happen, a strong GM will jump into any role to help keep things operating smoothly. So, ideal candidates for this managerial role possess the flexibility and a working knowledge of all hotel operations and the roles that go into making those run effectively.
From No Experience to General Manager
Without having been in a GM position before, how does one acquire those skills and characteristics needed to successfully manage a hotel or extended stay facility? It comes down to building up relevant knowledge and experience. While hospitality training programs are an option for some, most General Managers within the industry started their career in the industry at an entry-level hospitality role. A few years working in a housekeeping role or at the front desk of a hotel will give you lots of insight into how a hospitality establishment operates. Similarly, securing a role as a security officer or night attendant provides an opportunity to learn what it takes to keep a facility safe for both employees and guests.
Once you’re in an entry-level position, be observant of other roles within the organization. Try to take note of what others – especially those who are highly successful at their roles – do. In many cases, noting why they do things is just as valuable. Ask questions if needed to retain as much as possible.
Speak to department heads or organizational leaders about growth opportunities within the business. The hospitality industry is one that promotes from within, and managers tend to respect employees wishing to grow in their roles. Managers can help plan a path of growth while also suggesting skills or expertise to acquire to be more successful in that effort. This may involve cross-training in another role, taking a class or certification course in a particular area, or simply taking on more supervisory duties such as scheduling with proper training.
Most hotels employ an Assistant GM in addition to their General Manager. These positions act as a next in command to the GM and often step into some of the manager’s key duties when they are away or unavailable. Prior to moving into a GM role, spending a few years as that number two can be very beneficial.
Breaking into the Hospitality Industry on the Path to Management
As mentioned, the path to becoming a hotel GM generally starts by gaining experience in an entry or lower-level position within the industry. Luckily, opportunities to do just that are abundant currently as many places are struggling to find enough staff to support rising demand. In fact, we keep an updated list of opportunities within the organization, with roles in over 50 locations across the country. That database is easily navigated and the filter option provides a quick way to find roles near you that fit what you’re hoping for in your next position. For those already equipped with the skills and experience needed for management positions, there are General Manager or Assistant GM roles available.
For others just starting their hospitality journey, there are a number of entry-level positions, including those in security, housekeeping, and maintenance. Any of these positions offer an opportunity to build industry skills and knowledge as well as prove yourself valuable to an organization. Doing so and remaining consistent in your responsibilities is the quickest path to growth, be that into a GM role or another supervisory position. Organizations are usually willing to invest in your growth if you show dedication to your role and the success of the establishment as a whole. If you’re looking for your first (or next) role within the hospitality industry, we encourage you to browse our current opportunities today!