Finding the right hotel general manager isn’t always straightforward. A person’s CV can tell you where they’ve worked, but it won’t tell you how they lead people, handle pressure or respond to challenges.
A strong hotel general manager can influence every part of a hotel’s performance, from guest satisfaction and staff engagement to revenue and profitability. That’s why asking the right interview questions is so important.
Why the right hire matters
Few positions within a hotel carry as much responsibility as the general manager. They’re expected to balance guest expectations, business targets and team performance, often all at the same time.
When interviewing candidates, you should consider looking for the following qualities:
- Strong leadership and communication skills
- Commercial awareness and financial understanding
- The ability to solve problems under pressure
- A genuine focus on guest satisfaction
- Experience developing and supporting teams
1. How would you improve the guest experience at our hotel?
The strongest candidates won’t immediately suggest sweeping changes. Instead, they’ll talk about understanding the hotel’s current position, reviewing guest feedback and spending time with employees before making recommendations. Improving the guest experience starts with understanding what’s already working and where opportunities exist.
2. Tell us about a time you improved a hotel’s performance
This question can help separate achievements from generic statements. Asking candidates to explain a specific challenge, the action they took and the results they achieved can help you get a better understanding of the type of hotel manager they’ll be. Whether they improved occupancy, increased revenue or enhanced guest satisfaction, the detail behind the story often reveals the most about their leadership style.
3. How do you motivate and develop hotel teams?
Hotels rely on people. Listen carefully to how candidates talk about their teams. Strong leaders usually focus on coaching, communication and creating opportunities for development. They understand that motivated employees are more likely to deliver exceptional service and contribute to a positive culture.
4. How would you deal with a serious guest complaint?
Every hotel encounters problems from time to time. Look for someone who remains calm, takes ownership and focuses on finding a solution. The strongest candidates will also recognise the importance of identifying the root cause so similar issues don’t happen again.
5. What would your first 90 days in the role look like?
Successful general managers rarely arrive and start making major changes immediately. Instead, they spend time listening, observing and building relationships before deciding where improvements are needed. This balanced approach often leads to stronger long-term results.
Great leadership deserves a great environment
Even the most capable hotel general manager can only work with the tools they’re given. If guest rooms feel dated or public spaces no longer meet expectations, delivering an exceptional experience becomes far more difficult.
Investing in your venue can support:
- Better guest experiences
- Improved operational efficiency
- Increased repeat bookings
- Stronger staff morale
Transform your hotel with IH Group
At IH Group, we help hotels create spaces that work better for guests, employees and operators. From guest room upgrades to complete hotel refurbishments, we deliver projects that improve both appearance and functionality. Get in touch to discuss your next hotel refurbishment project.
