Bushwick Lifestyle Hotel General Manager

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