Bushwick Lifestyle Hotel General Manager - Happier People Management

The Role

The Hotel General Manager at 25 Stewart is responsible for overseeing and providing an innate understanding of high-touch customer service – you are the consummate host and no detail in providing for members, guests, or our teams will go unnoticed. As our ultimate ambassador, you ensure the member services and food and beverage experience for all Members and Guests are executed to the highest levels of service, resolving all customer issues and service recoveries towards a positive outcome. Pre and post service analysis of the cost effective and efficient allocation of staffing levels per service in relation to daily reservations and or event bookings.

The Hotel General Manager is responsible for overseeing all aspects of hotel operations to ensure exceptional guest experiences, high levels of customer satisfaction, and profitability. This role involves strategic planning, staff management, financial management, guest relations, and maintaining operational standards.

The ideal candidate will quickly be able to adapt to the brand, values, and culture of the company, evoking passion and excitement for the process in all involved, while providing an upbeat and positive client and team experience. Because we are a small team, we all wear many hats and are happy to roll up our sleeves and lend a hand whenever needed. Can-do attitudes and respectful inclusive outlooks are greatly valued and expected of all team members.

Reports to: COO

Direct Reports: All Teams at above locations

Requirements

Encompassing several spheres of hospitality - blending service excellence, innovation, creativity and operations the role calls upon but is not limited to: leadership by example, team building and guest rapport, alongside workflow and management of the various Bars + Restaurant and Event spaces operational functions.

Operational Oversight:

Monitor and analyze hotel performance metrics, such as occupancy rates, revenue, and expenses, and take corrective actions as needed.

Oversee day-to-day hotel operations, including front desk, housekeeping, maintenance, food and beverage, and other departments.

• This is an on the floor management position where 75% of your time will be managing the execution of service and 25% will be spent on admin.

• An innate understanding of high-touch customer service – you are the consummate host and no detail in providing for members, guests, or our teams will go unnoticed; observes team execution of service and provides feedback and course correction.

• Manage and oversee daily planning and upkeep of operations to ensure an integrated, efficient, and profitable organization.

• As our ultimate ambassador. will ensure customer relations for all Members and Guests are executed to the highest level of service, resolving all customer complaints & correspondence as required.

• By day, is responsible for ensuring that the team respond to all incoming requests for reservations, review profiles of members and guests to allocate appropriate tables, arrange the evening table plan, set up the evening staff briefing sheet and flag the all teams on noteworthy reservations to ensure the execution on house VIP protocols.

• Maintain a high level of guest satisfaction by ensuring prompt and courteous service, addressing guest concerns and complaints promptly and effectively.
• Monitor guest feedback and reviews on various platforms and implement improvements based on feedback.

• By night, is responsible for ensuring that the team respond excels in customer service, welcoming and effectively communicating with Members and Guests on arrival, managing the check-in experience, escorting Members and Guests to assigned tables or bar area.

Recruitment + Training + Standards

• The capacity to work within an ever-changing environment, assisting to develop operating procedures as the business dictates and the willingness to support in other areas as required.

• Supply expert knowledge on the food, wine and spirits programs and ensure the quality of all food or beverage items, ingredients, and preparation methods daily.

• Proven leadership and professional development experience with teams of individuals from a variety of departments: Events, Membership, Programming, Operations, Facilities, Marketing & Sales, IT & A/V, etc.

• Pre and post service analysis of the cost effective and efficient allocation of staffing levels per service in relation to daily reservations and or event bookings.

• Lead the recruitment process, the establishment of operating systems and the onboarding and set up of training schedules with new staff.

• Set the standards of service unique to our Operation, consistently working to improve the delivery of service, implementing all systems to ensure smooth delivery.

• Create an excellent work environment, the ability to bring a diverse group of humans from various experiences, countries, and cultures together centered upon teamwork and mutual respect.

• Development and implementation of training manuals and materials for staff across the venues.

• Ongoing development of team members to ensure detailed product knowledge, growth and professionalism.

• Effective communication during pre-service briefings of information relating to all offerings, members, guests, and daily operations.

• Attend and coordinate daily / weekly & monthly operational meetings to ensure effective coordination and cooperation between departments.

• An experienced understanding of regulated food safety, risk prevention, fire prevention and emergency procedures policies. This role will partner with Health & Safety leaders and following local, government and regional compliance and abiding by legal standards to create a safe and inviting space for Members, guests, staff.

Financial

• Financial acumen to support operating a multi-million-dollar business. This candidate should consider their abilities to:

• Assess the business performance on a weekly/daily basis

• Provide timely feedback on the economic and operational state of the business that trigger the development of action plans to support operational improvements including accurate unit forecasting and documentation to support

• Optimize profit, minimize margins and promote exceptional experience(s) for Members, Guest, and Staff without compromising quality and standards.

• Develop and meticulously manage the business unit operating budgets; schedule frequency meetings to address actuals and adjust forecasting as needed.

• Submit and catalog invoices in conjunction with standard practices.

• Schedule bi-weekly meetings with leadership to balance expenses against forecast.

• Develop meticulously organized filing systems on company shared drives for retention and auditing purposes.

Position Qualifications include

• 10+ years creating and managing luxury hospitality/lifestyle hospitality experiences (e.g., F&B/Restaurant/Hotel), serving the creative and/or luxury industries.

Proficiency in hotel management software and Microsoft Office suite.

Proven experience in hotel management, with a track record of success in driving revenue growth and guest satisfaction.

• 5 of those years in a leadership role with a proven track record of success

• Proven experience with opening new Restaurants, Bars, Cafés and event venus.

• Ability to take full responsibility for the success of the overall operations for the various outlets

• Demonstrated strength in working alongside a range of backgrounds, skills, and professionals. The GM must be as adept at working with hourly employees as they are at advising our COO and team members.

• Knowledgeable about how organizations work; knows how to get things done both through formal channels and the informal network; understands the origin and reasoning behind key policies, practices, and procedures; understands the cultures of organizations

• You pride yourself on the ability to talk to anybody; you can turn any “No” into a “Yes!”

• Highly entrepreneurial, and able to adapt to changing priorities in a fast-paced environment; proven ability to execute in the face of competing priorities

• Strong computer skills a must (Outlook, Excel, Word)

Additional Skills

• Flexible self-starter with attention to detail who is able to work in a fast-paced environment and support multiple projects at once

• Solid written and verbal communication skills

• Flexible with respect to the demands and hours needed in this role and be willing and able to work evenings and/or weekends to support the property team is a must

• Must exhibit the ability to plan, prioritize and demonstrate exceptional follow-up skills 

• Must be courteous, persuasive, client focused, professional and positive at all times

Physical Requirements:

Ability to safely and successfully perform the essential job functions, including meeting productivity standards.

Ability to maintain regular, punctual attendance

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Free Food & Snacks
• Training & Development
• Team Member Referral Program - $250 for any referrals if your referral stays for 3 months, we are always looking for great candidates at fine dining places that have like-minded individuals. Please feel free to forward resumes.