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Hotel General Manager skills for your resume and career

Updated January 8, 2025

4 min read

Quoted Experts

Xu Zhang Ph.D.,

Nina Woodard

Below we've compiled a list of the most critical hotel general manager skills. We ranked the top skills for hotel general managers based on the percentage of resumes they appeared on. For example, 8.2% of hotel general manager resumes contained front desk as a skill. Continue reading to find out what skills a hotel general manager needs to be successful in the workplace.

15 hotel general manager skills for your resume and career

1. Front Desk

Here's how hotel general managers use front desk:

Utilized strict organization and hiring of multiple hotel staff for all departments including maintenance, housekeeping and front desk managers.
Front Desk Supervisor- as the Front Desk Supervisor, I was responsible for the management of the desk staff.

2. Reservations

Here's how hotel general managers use reservations:

Supervised management of housekeeping, front office, reservations, sale/marketing, security, building/grounds maintenance.
Booked and confirmed reservations for rooms ranging on room rated from US$215.00 to US$1,500.00 per night.

3. Human Resources

Human resources is a set of people in a business or a corporation that are designated to locate, interview, and recruit new employees into the company. They are also responsible to maintain the integrity of the employees and help them sort their problems out. They try to introduce and manage employee-benefit programs.

Here's how hotel general managers use human resources:

Performed the function of hiring manager and Human Resources for the property, performing interviews and performing training for the hotel.
Work closely with the Director of Human Resources to resolve union grievances and labor relation issues.

4. Cleanliness

Here's how hotel general managers use cleanliness:

Secured exceptional ratings on staff performance and facility cleanliness during 2 hotel inspections.
Inspect rooms according to quality standards for cleanliness and proper preventative maintenance of Hilton Worldwide.

5. Payroll

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

Here's how hotel general managers use payroll:

Designed and implemented training courses for new hires and managers and was in charge of staff payroll and human resource management.
Calculated payroll deductions and processed payroll and responsible for monthly, quarterly and year end payroll and sales tax forms.

6. Customer Satisfaction

Here's how hotel general managers use customer satisfaction:

Designed and administered guest surveys index system to measure customer satisfaction and retain competitive lead.
Devised strategies to increase customer satisfaction levels.

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7. Quality Standards

Quality standards are a specific level of standards of products that are set by the companies for the customers that have to be met and maintained throughout the process until the time of delivery. Quality standards are information that includes the customer's requirements, guidelines, and characteristics for the needed final product or service.

Here's how hotel general managers use quality standards:

Maintained product and service quality standards by conducting ongoing evaluations and investigating complaints; Initiates corrective action according to company guidelines.
Meet all IHG quality standards for the property and maintain high standards of customer hospitality.

Select Skills To Add To Your Resume

Front Desk

Reservations

Human Resources

Cleanliness

Payroll

Customer Satisfaction

8. Financial Performance

Here's how hotel general managers use financial performance:

Improved financial performance of the properties through effective revenue management, sales initiatives, and new marketing efforts.
Manage financial performance of resort through declining checkbook, P&L review and labor/budget controls.

9. Revenue Management

Revenue management is a form of analysis that attempts to predict the profits a company will earn based on consumer behavior, product pricing, and demand. For many products, this could mean reducing the cost of a product but ensuring the product is in high demand. This can also happen with larger expenses, such as hotel rooms, where different rooms are priced depending on the client's needs and room availability.

Here's how hotel general managers use revenue management:

Oversee development of electronic communications, including website, social media and proactive online revenue management is maintained.
Excelled at Revenue Management and at closely monitoring/forecasting the market to ensure profit margin.

10. Property Management

Property management is the regular oversight of commercial, residential, or industrial real estate by a third-party contractor. Property management includes the day-to-day care of the property, fixing minor and major issues, and monitoring the security of the property.

Here's how hotel general managers use property management:

Maintain continuing education in property management-sales and customer relations.
Managed all Frisco check in and outs for our parent condominium property management company Summit Mountain Rentals.

11. Hotel Operations

Here's how hotel general managers use hotel operations:

Reviewed, evaluated, and implemented business plan to reorganize hotel operations/budgets to maximize profitability and lower overall expenses
Provided management oversight of daily hotel operations.

12. Hotel Management

Here's how hotel general managers use hotel management:

Performed acquisition analyses and produced hotel pro formas for subject limited service properties for hotel management group.
Maintained world-class standard in luxury and service across operations, leveraging cross-functional experience attained through increasing responsibilities in hotel management.

13. Hotel Policies

Here's how hotel general managers use hotel policies:

Oversee the activities of all staff members in order to ensure adherence to hotel policies and procedures.
Administered hotel policies and procedures.

14. Management Company

Here's how hotel general managers use management company:

Exceeded budget while still achieving a positive 30% GOP growth for current management company.
Worked with ownership group and 3rd party management company to ensure all financial.

15. Booking

Here's how hotel general managers use booking:

Maximized hotel occupancy and room revenue through effective yield management and all booking channels.
Created Hotel website design, maintenance and e-partner hotel booking engines.

5 Hotel General Manager Resume Examples

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Kimberly Roberts Hotel General Manager Contact Information Austin, TX (670) 555-0047 kroberts@example.com Skills • Labor Costs • Courteous Service • Scheduling Appointments • Office Personnel • CRM • Customer Relations • Guest Rooms • Product Quality • Wake-Up Calls • Overall Operations Employment History Hotel General Manager 2011 - Present Extended Stay America Austin, TX • Reconciled daily cash and credit income, made bank deposits for cash receipts. • Recruited qualified applicants and conducted training for various positions in accordance with company standards. • Managed guest services and daily operations at properties with as many as 170 rooms. • Worked at multiple locations to maximize productivity and profitability throughout Saint Louis market. Front Office Manager 2008 - 2011 Gold's Gym Austin, TX • Follow and adhere to all Gold s Gym policies andprocedures regarding guest services and operational needsof the gym. • Maintained constant and timely communication with immediate supervisors. • Maintained office personnel by interviewing, selecting and orientating, training in the provision of patient care. • Responded promptly to inquiries from patients, providers and insurance companies. Front Office Supervisor 2004 - 2008 Holiday Inn Express San Antonio, TX • Provided support to hotel and restaurant staff and handled all guest service issues. • Prepare daily occupancy, revenue and VIP reporting. • Trained and supervised all personnel Handled accounts receivable, accounts payable, and recorded daily bank deposits. Guest Services Agent 2003 - 2004 Hilton Worldwide Holdings Orlando, FL • Worked at the front desk, reservations and PBX performing numerous administrative and customer service obligations. • Operate the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling wake-up calls and supporting room service departments. • Trained Guest Service Agents and Managers, and contributed to significant improvements in operations while promoting company standards and culture. • Ensured all guest expectations were met or exceeded during their stay. Education High School Diploma 2003 - 2003


Gabriel Nelson Hotel General Manager Contact Info Jamestown, NY (910) 555-6877 gnelson@example.com Skills GaapProduct KnowledgeFront OfficeRestaurant OperationsGuest ServiceFinancial StatementsCommunicationSpecial EventsRoom BlocksRoom Inspections Employment History Hotel General Manager 2016 - Present Perkins Restaurant & Bakery Jamestown, NY • Work within company standards to pass audit for the first time under new management. • Maintained P&L statements and store controls. • Managed the total restaurant operations with over $1.2 million annual sales. Food And Beverage Manager 2012 - 2016 Perkins Restaurant & Bakery Jamestown, NY • Developed wine list including 63 varietals from all regions of the world. • Helped clients plan banquet functions such as: Meetings, food functions, Christmas parties, weddings, and conventions. • Implemented FOH & BOH operational systems that became core company standards. Event Planner 2011 - 2012 The Blackstone Group Jamestown, NY • Planned, organized and hosted corporate events - up to 150 per year. • Partner closely with UR to coordinate event logistics (catering, A/V, # of attendees, etc). • Prepared travel arrangements for sales supervisor. • Managed and organized fundraising events Networked with many businesses to help with fundraising Recommended my ideas for special events • Helped maintain the silent auction during the event. Guest Services 2009 - 2011 The Blackstone Group Jamestown, NY • Clean the front office and surrounding facilities. • Managed Guest Service staff, hired and trained staff, and managed site loss-prevention Education High School Diploma 2009 - 2009


Kimberly Roberts Hotel General Manager Austin, TX kroberts@example.com (670) 555-0047 Experience Hotel General Manager 2011 - Present Extended Stay AmericaAustin, TX • Reconciled daily cash and credit income, made bank deposits for cash receipts. • Recruited qualified applicants and conducted training for various positions in accordance with company standards. • Managed guest services and daily operations at properties with as many as 170 rooms. • Worked at multiple locations to maximize productivity and profitability throughout Saint Louis market. Front Office Manager 2008 - 2011 Gold's GymAustin, TX • Follow and adhere to all Gold s Gym policies andprocedures regarding guest services and operational needsof the gym. • Maintained constant and timely communication with immediate supervisors. • Maintained office personnel by interviewing, selecting and orientating, training in the provision of patient care. • Responded promptly to inquiries from patients, providers and insurance companies. Front Office Supervisor 2004 - 2008 Holiday Inn ExpressSan Antonio, TX • Provided support to hotel and restaurant staff and handled all guest service issues. • Prepare daily occupancy, revenue and VIP reporting. • Trained and supervised all personnel Handled accounts receivable, accounts payable, and recorded daily bank deposits. Guest Services Agent 2003 - 2004 Hilton Worldwide HoldingsOrlando, FL • Worked at the front desk, reservations and PBX performing numerous administrative and customer service obligations. • Operate the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling wake-up calls and supporting room service departments. • Trained Guest Service Agents and Managers, and contributed to significant improvements in operations while promoting company standards and culture. • Ensured all guest expectations were met or exceeded during their stay. Skills Labor Costs Courteous Service Scheduling Appointments Office Personnel CRM Customer Relations Guest Rooms Product Quality Wake-Up Calls Overall Operations Education High School Diploma 2003 - 2003


Joseph Robertson Hotel General Manager Employment History Hotel General Manager 2017 - Present Marriott InternationalChicago, IL • Mentored by GM in profit and loss and capital planning processes, resulted in promotion to General Manager. • Achieved 8% revenue growth over 2013. • Handled daily administrative functions, schedules, banking, and implementing company policies. Food And Beverage Manager 2007 - 2017 Marriott InternationalChicago, IL • Improved Associate Opinion Engagement Index for Banquet department by 2 percentage points to achieve engagement score of 93. • Developed and implemented processes and procedures that improved operational flow. Event Planner 2003 - 2007 CenterplateIndianapolis, IN • Attend all special events to assist in set up and promotion of our private dining experience • Assisted events coordinator in setting up conference and galleries (conference phones, projectors, and acoustics). • Worked with various talents and agencies to create successful events within the given budget. • Study detail to make the perfect wedding for our bride. • Drafted and presented contracts and proposals for large and private events Managed phone system and dispatched calls to appropriate parties. Guest Services 2002 - 2003 Extended Stay AmericaIndianapolis, IN • Run the morning reports and Night Audit process/ Advance business day. • Generate and review reports pertaining to information about guest services analytics. Education High School Diploma 2002 - 2002 Contact Information Chicago, IL (580) 555-5199 jrobertson@example.com Skills Hotel Services Multiple Events High Volume Event Set-Up Full Service Food Service Event Details Labor Costs Contract Negotiations Courteous Service


Austin Lopez Hotel General Manager New York, NY (970) 555-7368 alopez@example.com Skills Performance Appraisals Staff Meetings Relay Messages Management Company Sales Goals Client Service Food Service Variance Analysis PMS Room Inventory Employment History Hotel General Manager 2020 - Present McDonald'sNew York, NY • Trained, developed and coached staff members at various business units. • Served as interim GM during transitional period. • Balanced the daily cash reserve and made bank deposits for the restaurant. Assistant General Manager 2016 - 2020 McDonald'sJacksonville, FL • Managed the entire restaurant operations. • Clean and Maintain Establishment * Train new crew and management * Provide quick customer service * Make Deposits and Handling Vendors • General Manager of operations from First assistant to GM with two locations that were taken over from failed operations. • Recruited, hired & trained all personnel for front office operations. Front Desk Supervisor 2012 - 2016 Massage EnvyMiami, FL • Greet Members and Guests Schedule Appointments Sell and Pitch Membership to Potential Members Daily Clinic Contribution Tasks • Assist in keeping a professional front desk area. • Cleaned the front desk area, as well as prepared the therapists towels and supplies. • Oversee access, customer service; check in procedures, patient confidentiality, registration, and patient financial screening procedures. Guest Services Agent 2011 - 2012 Holiday Inn ExpressMemphis, TN • Received 7 "Plus Performer Ribbon" awards for excellence in guest services • Answered department telephone calls, using correct phone etiquette. • Check guests in and out, follow proper procedures per the IHG standards. • Managed front desk auditing and guest service. Education High School Diploma 2011 - 2011

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What skills help Hotel General Managers find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on Hotel General Manager resumes?

Xu Zhang Ph.D.

Chair, Farmingdale State College

I believe the most important attributes employers seek on a resume remain the same-problem solving skills, team work skills, analytical/quantitative skills, verbal and written communication skills. However, given the pandemic or any other unexpected shock to work environment, how to quickly and efficiently adapt to new work modes can be a very valuable attribute standing out on resume.

What Hotel General Manager skills would you recommend for someone trying to advance their career?

Nina Woodard

Senior Career Development Specialist, Belmont University

For entertainment, digital marketing and content creation skills are critical. Even if a role isn't specifically connected to digital marketing, social media is almost always involved in most entry-level roles. We strongly encourage students and recent graduates to learn basic graphic design platforms, video editing and audio editing. Learning how to maximize impact on social media platforms such as YouTube, Instagram or TikTok is also a worthy investment of time. There's a wide range of self-paced training resources online, many available for free or at reduced costs for students.

What type of skills will young Hotels General Manager need?

Craig Nathanson Ph.D.

Adjunct Lecturer, Sonoma State University

I see the essential human skills gaining importance to build a new post-covid work life. These include creativity, leading and working in teams, writing, speaking, being self-aware, and lowering bias and networking; career branding as critical areas for graduates to focus on now.

What technical skills for a Hotel General Manager stand out to employers?

Michael Kraten Ph.D.

Professor of Accounting, Chair, Department of Accounting, Economics and Finance, Program Coordinator, Accounting, BBA, Houston Baptist University

Short-term skills like data analytics establish college graduates as credible staff professionals. Long-term skills like critical thinking and persuasive communication can place graduates on long-term career paths to senior management.

Do you want to know more?

List of hotel general manager skills to add to your resume

The most important skills for a hotel general manager resume and required skills for a hotel general manager to have include:

Front Desk
Reservations
Human Resources
Cleanliness
Payroll
Customer Satisfaction
Quality Standards
Financial Performance
Revenue Management
Property Management
Hotel Operations
Hotel Management
Hotel Policies
Management Company
Booking

Lead Management
Financial Management
Guest Complaints
Customer Service
RevPAR
ADR
Quality Guest
Guest Rooms
Beverage Operations
Financial Reports
Guest Relations
Room Hotel
Fine Dining
Cash Handling
Cash Control

Cost Control
A/P
Labor Costs
Exceptional Guest
Room Revenue
Customer Complaints
Cash Flow
Marriott
Bank Deposits
Room Rates
PMS
Group Sales
AAA
Refurbishment
Square Feet

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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