Hotel Manager

Viceroy Hotels and Resorts; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

Viceroy Hotels and Resorts in New York City seeks a Hotel Manager to lead day-to-day hotel operations, drive exceptional guest experiences, and ensure strong financial performance. You will partner with the General Manager and department heads to cultivate a high-performing team and an authentic hospitality culture.

The role demands luxury hotel experience, strong communication, and the ability to manage budgets and labor while upholding brand standards.

Qualifications

• At least 6 years progressive hotel or related field experience.
• Bachelor's Degree preferred.
• Strong communication skills at all levels.
• Ability to multitask and prioritize duties to meet deadlines.
• Experience in luxury and lifestyle hotel environment.
• Strong financial acumen with budgeting, forecasting, and labor management.

Responsibilities

• Provide leadership for hotel operations across Front Office, Housekeeping, Guest Services, Engineering and other departments.
• Ensure luxury service standards and personalized guest experiences.
• Comply with company policies and NY hospitality regulations.
• Conduct operational reviews and property walk-throughs for excellence in presentation and service.
• Engage with guests to build relationships, resolve concerns and create memorable moments.
• Monitor guest satisfaction metrics and online reputation; implement improvement plans.
• Oversee departmental budgeting, forecasting and labor costs while maintaining service excellence.
• Foster accountability, inclusion, collaboration and recognition; support succession planning.
• Maintain strong relationships with Food & Beverage operators.

Skills

Leadership

Communication

Guest relations

Financial acumen

Multitasking

Team development

Customer service

Education

Bachelor's degree

Job description

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. The Hotel Manager partners closely with the General Manager and the department leaders to create memorable guest experiences, develop high-performing teams, and achieve strategic business objectives.

General Responsibilities Include but not limited to:

• 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.

Qualified Candidates must possess:

• At least 6 years progressive experience in a hotel or a related field
• Bachelor's Degree preferred.
• 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.