Hotel General Management & Operations Training Course

Course Overview

Learning Objectives

• Analyze the role of the general manager in balancing guests, owners, employees, brand standards, and profit.
• Align rooms, food and beverage, sales, engineering, finance, and human resources around shared hotel goals.
• Interpret occupancy, average daily rate, RevPAR, gross operating profit, and guest satisfaction measures together.
• Read departmental profit and loss statements prepared under the Uniform System of Accounts for the Lodging Industry.
• Lead the annual budget and business plan process, including forecasts, payroll planning, and capital requests.
• Establish daily operating routines, morning meetings, manager on duty arrangements, and escalation rules.
• Manage labor productivity, staffing models, talent development, and workforce localization planning across departments.
• Oversee food safety, occupational safety, fire safety, and security through clear management systems and audits.
• Direct preventive maintenance, energy, water, and waste programs with the engineering and housekeeping teams.
• Report hotel performance to owners and asset managers, and manage brand standards and operator expectations.
• Plan pre-opening and takeover activities for new and existing hotels, from staffing through soft opening.
• Prepare crisis, reputation, and business continuity arrangements for incidents affecting guests and employees.

Who Should Attend

Learning Outcomes

• By the end of this course, participants will be able to:
• Explain how the main hotel business models shape the authority and duties of a general manager.
• Read a hotel's performance through occupancy, average daily rate, RevPAR, and gross operating profit.
• Interpret departmental statements under USALI and identify the actions that improve profit.
• Design a daily operating routine with clear meetings, walk-throughs, and escalation rules.
• Hold department heads accountable through a focused dashboard of operating and guest measures.
• Lead an annual budget review that links forecasts, payroll, and capital requests.
• Build a staffing model that balances labor productivity with service standards and employee welfare.
• Oversee safety, fire, security, and food safety arrangements through management systems.
• Prioritize preventive maintenance, renovation, and sustainability work to protect the asset.
• Prepare clear performance reports for owners, asset managers, and brand representatives.
• Plan the main stages of a hotel opening or the takeover of an existing property.
• Lead the hotel's response to a crisis, including guest communication and business continuity.

Course Outline