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About the Role
Crescent Hotels & Resorts and Minor Hotels are seeking an accomplished leader to serve as General Manager of NH Collection New York Madison Avenue, a refined luxury lifestyle hotel in Midtown Manhattan. This flagship property represents an important opportunity to establish and elevate the NH Collection brand in a competitive market. The General Manager will be responsible for all aspects of hotel performance, guest satisfaction, associate engagement, and financial success, serving as the face of the hotel to all stakeholders.
Responsibilities
- Establish and sustain a culture of Forbes-caliber luxury service excellence, ensuring every guest interaction is delivered with grace, precision, warmth, and authenticity.
- Serve as the guardian of the NH Collection and Minor Hotels brand standards while creating a distinctive sense of place that reflects the energy, culture, and sophistication of New York City.
- Curate exceptional guest journeys, service rituals, and operational experiences that elevate the property's luxury positioning and drive guest loyalty.
- Maintain exceptional standards of quality, cleanliness, product maintenance, and service delivery throughout all areas of the hotel.
- Lead all operational disciplines to ensure seamless execution and a consistently elevated guest experience.
- Drive hotel performance through disciplined management of revenue, profitability, NOI, EBITDA flow-through, and long-term asset value enhancement.
- Partner closely with Revenue Management, Sales, Marketing, and Operations leaders to maximize market share, optimize pricing strategy, and strengthen the hotel's position within the luxury hospitality segment.
- Develop strategies to attract and retain a strong mix of domestic and international travelers while leveraging the strength of the NH Collection global customer base.
- Analyze financial and operational performance data to identify opportunities and implement initiatives that improve profitability and operational efficiency.
- Provide transparent communication, thoughtful reporting, and strategic recommendations to ownership, asset management, and brand stakeholders.
- Build credibility with sophisticated ownership and asset management partners, confidently challenging assumptions and recommending alternate strategies when appropriate.
- Operate as a commercially minded leader who understands how guest experience, luxury positioning, pricing strategy, and profitability work together to drive long-term asset value.
- Recruit, inspire, develop, and retain a world-class team while fostering a culture of excellence, accountability, and continuous improvement.
- Instill pride, refinement, and service excellence at every level of the organization.
- Foster an environment of integrity, mentorship, and empowerment where associates embrace anticipatory luxury service.
- Create collaborative synergy across operations, food and beverage, commercial disciplines, and guest experience teams.
- Effectively lead within a union environment while building trust, transparency, and productive relationships with associates and labor representatives.
- Partner closely with Human Resources to support associate engagement, succession planning, talent development, and compliance initiatives.
- Serve as the ambassador of the hotel, representing the property within the local community and luxury hospitality marketplace.
- Cultivate relationships with cultural institutions, luxury travel partners, tastemakers, community leaders, and key business stakeholders.
- Position the hotel as a sophisticated destination for travelers seeking authentic and elevated New York City experiences.
- Ensure guests receive highly personalized service experiences that celebrate both the hotel's identity and the authenticity of its surroundings.
- Champion sustainability, wellness, and contemporary luxury initiatives that align with the evolving expectations of global travelers.
Requirements
- Minimum of 5 years of General Manager experience within a luxury hotel, lifestyle hotel, or flagship urban hospitality environment.
- Proven success leading upper-upscale or luxury properties in highly competitive gateway markets.
- Demonstrated expertise overseeing both Rooms Division and Food & Beverage operations.
- Strong understanding of luxury hospitality standards, including Forbes Travel Guide and LQA service expectations.
- Proven success driving NOI, TRevPAR, EBITDA performance, guest satisfaction, and long-term asset value.
- Deep knowledge of the New York City hospitality market, including labor relations, compliance requirements, and competitive dynamics.
- Previous union leadership experience required.
- Exceptional leadership presence with the ability to inspire associates, engage ownership groups, and build trust with discerning guests.
- Strong financial acumen with expertise in budgeting, forecasting, revenue management, and asset stewardship.
- Ability to create and execute immersive guest experiences and experiential programming that strengthen market positioning.
- Proven ability to lead organizational and performance transformation, creating clarity, accountability, and momentum across teams.
- Entrepreneurial mindset with the ability to operate effectively within a global brand framework while identifying opportunities, challenging convention, and moving quickly from strategy to execution.
Skills
- Luxury service excellence
- Brand standards management
- Guest experience curation
- Operational management
- Financial management
- Revenue management
- Sales and marketing partnership
- Team leadership
- Talent development
- Union relations
- Community engagement
- Financial acumen
- Budgeting
- Forecasting
- Asset stewardship
- Experiential programming
- Organizational transformation
- Strategic planning
- Execution
Location
- New York City
Work Type
- Full-time
Experience Level
- General Manager experience
Education Level
- Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
- Fluency in Spanish preferred.
Salary/Compensations
- Competitive executive compensation package
- Annual incentive plan eligibility
Benefits
- Comprehensive benefits package for eligible associates and family members
- 401(k) program with company match
- Travel discounts at Crescent-managed properties throughout North America
- Property-based executive benefits
About the Company
- Crescent Hotels & Resorts is one of the hospitality industry's premier management companies.
- Minor Hotels is a global hospitality leader with more than 560 hotels across six continents, spanning distinctive brands including Anantara, Tivoli, NH Collection, Avani and nhow.
- Minor Hotels combines the resources and reach of a major international company with a strong focus on individuality, local relevance and exceptional guest experiences.