Hotel General Manager SOP’s – Complete Guide for Smooth Hotel Operations

A Hotel General Manager (GM) plays the most crucial leadership role in the property. From guest satisfaction to financial performance, staff management to brand standards—everything runs under the GM’s supervision. A clear and well-defined Standard Operating Procedure (SOP) ensures consistency, accountability, and operational excellence across all departments.

Below is a comprehensive SOP for a Hotel General Manager.

1. Daily Operational Responsibilities

1.1 Morning Operational Review

• Conduct a daily walk-around of all major areas—lobby, restaurants, kitchen, rooms, and back-of-house.

• Check housekeeping status, cleanliness, lighting, signage, and staff grooming.

• Review Front Office reports: ARR, occupancy, guest complaints, room revenue, VIP arrivals, and departures.

• Attend the daily HOD meeting at the scheduled time and lead discussions.

1.2 Staff Interaction & Communication

• Ensure all departments have adequate manpower for the day.

• Motivate employees, address concerns, and maintain a positive work culture.

• Review grooming standards and discipline issues.

2. Guest Experience & Quality Control

2.1 Guest Handling

• Meet VIP guests personally at arrival or during their stay.

• Monitor and resolve guest complaints promptly.

• Ensure high standards of hospitality by all departments.

2.2 Quality Assurance

• Follow brand quality standards for rooms, F&B, safety, and hygiene.

• Conduct random checks of rooms, restaurants, banquets, and housekeeping areas.

• Review online ratings and guest feedback daily.

3. Financial Management & Cost Control

3.1 Revenue Monitoring

• Check daily revenue reports, forecast occupancy, and monitor dynamic pricing.

• Work closely with the sales team to drive business, promotions, and packages.

3.2 Expense Control

• Approve purchase requests after verifying requirements.

• Maintain strict control over inventory, food cost, and departmental budgets.

• Reduce wastage, utility expenses, and unnecessary overtime.

4. Departmental Supervision & Coordination

4.1 Inter-Departmental Coordination

• Support HODs with daily operations, training needs, and problem-solving.

• Ensure that every department follows its own SOPs.

• Conduct weekly department inspections.

4.2 Training & Development

• Arrange monthly training programs to upgrade staff skills.

• Ensure all departments maintain grooming, discipline, and service etiquette.

5. Safety, Security & Compliance

5.1 Safety Standards

• Ensure fire safety equipment is functional.

• Conduct monthly fire drills and safety inspections.

• Ensure food hygiene standards are followed in the kitchen and F&B areas.

5.2 Legal & Compliance

• Maintain all statutory licenses, fire NOCs, pollution certificates, and insurance.

• Ensure compliance with labour laws, GST, and audit requirements.

6. Sales, Marketing & Brand Promotion

6.1 Sales Strategy

• Review sales team performance weekly.

• Approve rate contracts, group bookings, and corporate tie-ups.

• Support digital marketing, hotel website promotions, and OTA strategies.

6.2 Market Competitiveness

• Monitor competition rates and market trends.

• Design special promotions, weekend offers, and seasonal packages.

7. Reporting & Documentation

• Submit daily, weekly, and monthly reports to owners/management.

• Prepare financial analysis reports—ARR, RevPAR, GOP, expenses, and forecast.

• Ensure documentation of guest incidents, maintenance issues, and staff actions.

8. Leadership, Culture & Brand Standards

• Maintain a high standard of professionalism, discipline, and ethical conduct.

• Build a strong service culture aligned with the hotel’s brand values.

• Hold team-building activities and motivate staff for excellent performance.

The Hotel General Manager SOP acts as a blueprint for successful hotel operations. A well-implemented SOP ensures smooth execution, consistent guest satisfaction, and strong financial performance. By following these guidelines, a GM can lead with clarity, efficiency, and excellence.