Hotel Operations & Guest Experience Leader

Mr C Coconut Grove; Miami (FL); On-site; USD 90,000 - 140,000; Full time

Job summary

Mr C Coconut Grove is seeking a General Manager to oversee all hotel operations, drive guest satisfaction, and maximize profitability. The role emphasizes leadership, service excellence, and maintaining Mr. C standards across departments.

The position requires a track record in hotel management, strong English communication, and strategic oversight of guest experiences, budgets, and vendor relations. A degree in business or hospitality is preferred, with significant leadership experience.

Qualifications

• Fluent English required; other languages a plus.
• Understanding hotel management best practices and applicable laws/guidelines.
• MS Office proficiency; familiarity with PMS is advantageous.
• Strong customer service mindset and business acumen.
• Proven decision-making and problem-solving abilities.
• Able to multitask and work well under pressure.
• Clear leadership with high attention to detail.
• Education: degree in Business Admin, Hotel/Hospitality or related field.

Responsibilities

• Foster and maintain outstanding guest relationships to drive satisfaction and loyalty.
• Oversee daily hotel operations across all departments with regular assessments.
• Analyze performance, develop strategies to grow revenue and profitability.
• Maintain relationships with property managers, owners, and external stakeholders.
• Ensure adherence to hotel standards of excellence in all areas.
• Monitor operations day and night to ensure equipment and systems function optimally.
• Align team with Mr. C culture and mission.
• Address guest needs and feedback promptly and professionally.
• Develop and implement strategies to enhance guest satisfaction.
• Monitor guest experiences and resolve issues during stays.
• Oversee budget and implement cost-control measures to maintain profitability.
• Manage online presence (website, social channels) and reporting.
• Prepare reports on occupancy, revenue, and guest satisfaction.
• Handle purchasing, supplies, and vendor relationships.
• Represent the hotel at industry events and networking functions.
• Stay updated on industry trends and best practices.
• Lead team to maintain a positive working environment and staff development.

Skills

English fluency

Leadership

Customer service

Decision-making

Problem solving

Multi-tasking

Attention to detail

Education

Bachelor's degree in Business Administration/Hotel & Hospitality Management

Tools

MS Office

PMS (hotel management software)

Job description

Mr C Coconut Grove is seeking a General Manager to oversee all hotel operations, drive guest satisfaction, and maximize profitability. The role emphasizes leadership, service excellence, and maintaining Mr. C standards across departments.

The position requires a track record in hotel management, strong English communication, and strategic oversight of guest experiences, budgets, and vendor relations. A degree in business or hospitality is preferred, with significant leadership experience.