Hotel General Manager Checklist

Use this Hotel General Manager Checklist to oversee daily operations, manage staff, ensure guest satisfaction, and track financial performance effectively.

Hotel General Manager Checklist



Core Values

1. Are guest expectations anticipated and exceeded with genuine sincerity?


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2. Is there a commitment to maintaining a professional staff that meets the highest standards through continuous training and development?


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3. Are all guests and employees treated as members of our family, with respect, honesty, appreciation, and concern?


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4. Is there a focus on protecting and furthering financial well-being?


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5. Are all duties performed safely, legally, and ethically?


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6. Do we continuously strive for product improvement?


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7. Is there respect and care for the property and its aesthetic image?


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8. Do we communicate positively about the resort, both on and off-property?


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Employee Service Expectations

1. Does anyone who receives a guest request own it?


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2. Are all special needs accommodated in a positive and timely fashion, and is there a follow-up with the guest?


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3. Does anyone who receives a guest problem own it?


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4. Is every guest acknowledged within 10 feet with eye contact, good posture, and a smile?


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5. Is a positive and friendly greeting provided within 5 feet, with the employee always being the first person to speak?


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6. Are guests escorted to their destination?


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7. Are guest needs acknowledged first by opening doors and offering the right of way?


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8. Do employees cease personal conversations when a guest approaches?


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9. Is there a proactive effort to identify the guest’s name and use it at every opportunity, whether in person or on the phone?


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10. Are phones answered within three rings, stating “[Department name], this is [employee name]”?


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11. Is permission asked before putting the caller on hold, and are transfer calls announced?


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12. Is voicemail always offered as an option?


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13. Are uniforms and personal appearance immaculate, including name tags?


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14. Is there a responsibility taken for the order and cleanliness of the facility?


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15. Are employees encouraged to pick up litter, reposition furniture, and prevent damage?


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16. Is the appropriate professional language used at all times?


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Checklist by GoAudits.com – Please note that this checklist is intended as an example. We do not guarantee compliance with the laws applicable to your territory or industry. You should seek professional advice to determine how this checklist should be adapted to your workplace or jurisdiction.

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