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About the Role
The Hotel Manager is responsible for overseeing the day-to-day operations of the hotel, ensuring exceptional guest experiences, strong financial performance, and an engaging colleague culture. This role serves as the operational leader of the property, driving service excellence, brand standards, and operational efficiency while fostering a distinctive and authentic hospitality environment.
Responsibilities
- Provide leadership and direction for Hotel Operations, including Front Office, Housekeeping, Guest Services, Engineering, and other operational departments.
- Ensure consistent delivery of luxury service standards and personalized guest experiences.
- Maintain compliance with all company policies, local, state, and federal regulations, and New York City hospitality requirements.
- Conduct regular operational reviews and property walk-throughs to ensure excellence in presentation, cleanliness, and service delivery.
- Actively engage with guests to build relationships, resolve concerns, and create memorable moments.
- Monitor guest satisfaction metrics, online reputation scores, and review platforms, implementing action plans to continuously improve performance.
- Ensure timely and effective resolution of guest complaints and service recovery opportunities.
- Monitor departmental expenses, productivity, and labor costs while maintaining service excellence.
- Identify opportunities to improve operational efficiency and profitability.
- Participate in annual budgeting, forecasting, and strategic planning processes.
- Foster a culture of accountability, inclusion, collaboration, and recognition.
- Support succession planning and leadership development initiatives.
- Ensure compliance with all labor, wage and hour, and union agreements as applicable.
- Lead colleague engagement efforts that promote a positive and inclusive workplace culture.
- Minimize operational risks through proactive planning and adherence to internal controls.
- Maintain strong relationship with Food and Beverage operators.
Requirements
- At least 6 years progressive experience in a hotel or a related field.
- Maintain a warm and friendly demeanor at all times.
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
- Luxury and lifestyle hotel experience required.
- Previous experience working in New York City experience a plus.
- Maintain high standards of personal appearance and grooming, which include wearing nametags.
- Strong financial acumen with experience managing budgets, forecasting, and labor productivy.
- Ability to work flexible schedules, including evenings, weekends, and holidays as needed.
- Must be able to maintain confidentiality of information.
- Perform other duties as requested by management.
Skills
- Financial acumen
- Budget management
- Forecasting
- Labor productivity management
- Communication skills
- Active listening
- Multitasking
- Prioritization
Location
- New York City
Work Type
- Full-time
Experience Level
- 6+ years progressive experience
Education Level
- Bachelor's Degree preferred
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term disability insurance
- Long-term disability insurance
- 401(k) Retirement Plan with employer matching contributions
- Paid holidays
- Paid vacation
- Paid sick leave
- Employee assistance program (EAP)
- Educational opportunities / Tuition reimbursement
- Paid jury duty leave
- Personal leave
- Medical leave
- Military leave
About the Company
- Viceroy Hotels & Resorts offers a fresh take on hospitality, centered on the richness of experiences and cultural connection.
- A leader in modern luxury, Viceroy is committed to creating unique, immersive experiences that allow guests to craft unforgettable narratives rooted in the authenticity of each destination.
- Viceroy’s portfolio of hotels and resorts can be found in a diverse array of breathtaking and inspiring locations including Los Cabos, Santa Monica, Chicago, Riviera Maya, Kopaonik, Snowmass, Washington D.C., St. Lucia, and Portugal’s Algarve, with a forthcoming resort in Sun Valley, as well as Viceroy Park Avenue both scheduled to open in 2026.