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Job Title: General Manager

Department: Executive Management

Reports To: Ownership / President / Vice President of Operations

Property: Best Western Plus Hotel & Conference Center

Location: 5625 O'Donnell Street, Baltimore, MD 21224

Employment Type: Full-Time | Executive Management

COMPETENCIES

Setting Out to Win

• Strategic Planning and Business Development
• Hotel Operations Management
• Financial Planning and Budget Management
• Revenue Management and Profitability
• Sales and Marketing Strategy
• Commercial Awareness and Market Analysis
• Brand Standards and Quality Assurance
• Risk Management and Regulatory Compliance

Winning Through People

• Executive Leadership and Team Development
• Effective Communication and Collaboration
• Employee Engagement and Retention
• Performance Management and Accountability
• Coaching, Mentoring, and Succession Planning
• Conflict Resolution and Employee Relations
• Building Positive Guest and Business Relationships
• Leading Through Change

Delivering Impressive Results

• Operational Excellence
• Guest Satisfaction and Service Recovery
• Revenue Growth and Cost Optimization
• Problem Solving and Decision Making
• Performance Measurement and KPI Management
• Attention to Detail and Quality Control
• Adaptability and Continuous Improvement
• Results-Oriented Leadership

JOB SUMMARY

The General Manager is responsible for the overall leadership, strategic direction, financial performance, and daily operations of Best Western Plus Hotel & Conference Center, a 175-room, full-service hospitality property featuring guest accommodations, meeting and conference facilities, banquet and event spaces, restaurant and bar operations, and additional guest amenities.

The General Manager provides executive oversight of all hotel departments, ensuring operational excellence, exceptional guest satisfaction, employee engagement, revenue growth, profitability, and full compliance with Best Western brand standards, company policies, and applicable federal, state, and local regulations.

This position requires a highly motivated, hands-on hospitality leader with strong commercial awareness, financial expertise, operational discipline, and the ability to develop high-performing teams while maximizing the property's market position and long-term profitability.

KEY DUTIES AND RESPONSIBILITIES

1. Hotel Operations & Executive Leadership

2. Provide strategic and operational leadership across all hotel departments, including Front Office, Housekeeping, Engineering, Food & Beverage, Banquets, Sales, Catering, Human Resources, Security, and Accounting.

3. Ensure efficient daily operations while maintaining consistently high standards of service, cleanliness, safety, and guest satisfaction.
4. Conduct regular property inspections to evaluate physical conditions, service delivery, brand compliance, and operational readiness.
5. Establish departmental objectives, operating procedures, and performance expectations aligned with ownership's business goals.
6. Lead daily operational meetings, weekly management meetings, and departmental performance reviews.
7. Maintain effective communication with ownership and corporate leadership regarding operational performance, challenges, financial results, and strategic initiatives.
8. Oversee preventive maintenance, capital improvement projects, renovations, and property enhancement initiatives.

9. Ensure timely resolution of operational deficiencies and implementation of corrective action plans.

10. Financial Management & Profitability

11. Assume full responsibility for the hotel's financial performance, including revenue, expenses, profitability, cash flow, and operating budgets.

12. Develop and execute annual operating budgets, business plans, capital expenditure proposals, and financial forecasts.
13. Monitor and analyze profit and loss statements, departmental financial results, and budget variances.
14. Maximize Gross Operating Profit (GOP) and Net Operating Income (NOI) through effective revenue generation, expense management, and operational efficiency.
15. Control labor costs, purchasing, inventory, utilities, maintenance expenses, and departmental expenditures.
16. Review financial reports, accounts receivable, vendor payments, and financial controls.
17. Identify opportunities to improve operating margins without compromising guest experience or brand standards.

18. Present financial results and recommendations to ownership and senior management.

19. Revenue Management, Sales & Business Development

20. Develop and implement strategies to maximize occupancy, Average Daily Rate (ADR), Revenue per Available Room (RevPAR), and total hotel revenue.

21. Collaborate with Revenue Management and Sales teams to establish competitive pricing, distribution strategies, and market positioning.
22. Monitor market trends, competitor performance, demand patterns, and booking channels.
23. Drive corporate account development, negotiated business, group bookings, government contracts, healthcare-related accommodations, and extended-stay opportunities.
24. Support business development initiatives targeting the Port of Baltimore, Johns Hopkins medical facilities, construction projects, corporate organizations, and regional business partners.
25. Oversee sales prospecting, account management, client retention, and new business acquisition.
26. Maximize revenue opportunities from meeting rooms, conferences, weddings, banquets, catering, restaurant operations, and group accommodations.
27. Review sales performance, booking pace, market share, and revenue forecasts regularly.

28. Ensure effective coordination between Sales, Catering, Front Office, and Food & Beverage departments.

29. Guest Experience & Brand Standards

30. Maintain exceptional guest service standards across all hotel operations.

31. Ensure compliance with Best Western brand requirements, quality assurance standards, and guest satisfaction expectations.
32. Monitor guest reviews, surveys, online ratings, and service recovery trends.
33. Personally address escalated guest complaints and ensure timely, professional resolution.
34. Develop and implement action plans to address recurring service issues and improve guest satisfaction scores.
35. Maintain high standards of room cleanliness, maintenance, food quality, service efficiency, and public-area presentation.
36. Promote guest loyalty, repeat business, and Best Western Rewards recognition.

37. Ensure consistent delivery of a safe, welcoming, and professional guest experience.

38. Human Resources & Team Development

39. Provide leadership, guidance, and accountability to department heads and management personnel.

40. Oversee recruitment, staffing, onboarding, employee training, performance evaluations, and employee retention.
41. Establish appropriate staffing levels and labor schedules based on business demand and operational requirements.
42. Promote a positive, respectful, inclusive, and performance-driven workplace culture.
43. Ensure compliance with employment laws, wage and hour regulations, workplace safety requirements, and company HR policies.
44. Address employee relations matters, disciplinary actions, grievances, and performance concerns professionally and consistently.
45. Identify high-potential employees and support professional development and succession planning.
46. Ensure completion of mandatory training, including brand training, workplace safety, harassment prevention, and human trafficking awareness.

47. Hold department managers accountable for employee performance, service standards, and operational results.

48. Food & Beverage, Catering & Event Operations

49. Oversee the operational and financial performance of restaurant, bar, breakfast, banquet, and catering operations.

50. Ensure consistent food quality, service standards, sanitation, and compliance with applicable food safety regulations.
51. Collaborate with the Executive Chef and Catering Sales Director to develop competitive menus, event packages, pricing, and promotional strategies.
52. Monitor food costs, beverage costs, labor expenses, inventory controls, and departmental profitability.
53. Support the growth of weddings, conferences, corporate meetings, social events, and banquet business.
54. Ensure effective coordination between event sales, banquet operations, kitchen teams, and hotel departments.

55. Monitor guest and client feedback to continuously improve food and beverage services.

56. Property Maintenance, Safety & Compliance

57. Ensure the hotel remains in excellent physical condition through preventive maintenance, inspections, and capital planning.

58. Oversee Engineering and Security operations to maintain a safe environment for guests, employees, tenants, and visitors.
59. Ensure compliance with fire safety, building codes, elevator inspections, health regulations, accessibility requirements, and applicable licensing obligations.
60. Monitor the status and renewal of required permits, licenses, inspections, and certifications.
61. Maintain emergency preparedness procedures, incident reporting protocols, and business continuity plans.
62. Coordinate with contractors, vendors, inspectors, and government agencies as necessary.
63. Ensure timely resolution of maintenance issues affecting guest satisfaction or operational continuity.

64. Support sustainability initiatives, energy conservation, waste reduction, and responsible resource management.

65. Marketing, Reputation & Community Relations

66. Oversee the hotel's marketing strategy, digital presence, and brand positioning.

67. Collaborate with marketing partners to optimize the hotel website, online visibility, social media presence, and digital advertising campaigns.
68. Ensure accurate representation of hotel amenities, meeting facilities, services, and promotional offers across distribution channels.
69. Develop relationships with local businesses, tourism organizations, healthcare institutions, event planners, and community partners.
70. Represent the hotel professionally at business meetings, industry events, networking functions, and community activities.

71. Identify opportunities to strengthen the hotel's reputation and competitive position within the Baltimore hospitality market.

72. Ownership Relations & Reporting

73. Serve as the primary operational liaison between hotel ownership, corporate management, and department leadership.

74. Prepare and present regular operational, financial, sales, staffing, and guest satisfaction reports.
75. Communicate significant operational challenges, financial risks, guest incidents, and compliance matters promptly.
76. Implement ownership directives and corporate initiatives effectively and within established deadlines.
77. Develop strategic recommendations to improve profitability, operational performance, asset value, and long-term business sustainability.
78. Maintain confidentiality and exercise sound professional judgment in all business matters.

KEY PERFORMANCE INDICATORS (KPIs)

The General Manager's performance will be evaluated using measurable operational, financial, commercial, and organizational results, including:

• Occupancy, ADR, and RevPAR performance
• Revenue Growth and Market Share
• Gross Operating Profit (GOP) and Operating Margins
• Budget Compliance and Expense Control
• Guest Satisfaction Scores and Online Reputation
• Best Western Brand Quality Assurance Results
• Employee Retention, Engagement, and Training Compliance
• Labor Productivity and Payroll Cost Management
• Food & Beverage and Banquet Profitability
• Corporate Account Development and Group Revenue
• Preventive Maintenance and Capital Project Completion
• Regulatory Compliance and Safety Performance

Specific performance targets will be established by ownership and reviewed periodically.

EDUCATION & EXPERIENCE

• Bachelor's degree in Hospitality Management, Hotel Administration, Business Administration, or a related field preferred.
• Minimum 7–10 years of progressive hotel management experience, including at least 3–5 years in a senior leadership or General Manager position.
• Demonstrated experience managing a full-service hotel, preferably with 150 or more guest rooms, food and beverage operations, and meeting or banquet facilities.
• Strong knowledge of hotel financial management, budgeting, forecasting, revenue management, and profit optimization.
• Experience with major hotel brands, including Best Western, Marriott, Hilton, IHG, or comparable hospitality organizations, preferred.
• Proficiency in Property Management Systems (PMS), revenue management tools, Microsoft Office, and hospitality reporting systems.
• Working knowledge of federal, Maryland, and local employment, safety, and hospitality regulations.

REQUIRED SKILLS & ABILITIES

• Exceptional leadership, organizational, and interpersonal skills.
• Strong financial acumen and analytical decision-making abilities.
• Proven ability to lead multidisciplinary teams and manage complex hotel operations.
• Excellent written and verbal communication skills.
• Strong negotiation, problem-solving, and conflict-resolution capabilities.
• Ability to prioritize multiple operational and strategic responsibilities.
• Commercial mindset with a demonstrated ability to increase revenue and profitability.
• Commitment to guest satisfaction, service excellence, and brand integrity.
• Ability to maintain professionalism, discretion, and accountability in high-pressure situations.
• Flexibility to work evenings, weekends, holidays, and respond to operational emergencies as necessary.