Hotel Manager - Boston Harbor Hotel

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The Boston Harbor Hotel is Boston’s premier waterfront hotel, where luxury service is personal. We offer a competitive and comprehensive compensation and benefits package, as well as growth opportunity. All candidates must display superior service orientation, be willing to learn and work as part of our team.  Due to the nature of our business, schedule flexibility is required for all positions.

JOB SUMMARY 

The Hotel Manager functions as the strategic leader of the property’s operational departments. Reporting to the General Manager and a member of the Hotel’s Executive Committee, the Hotel Manager is the key liaison between the hotel’s operations and working to develop and implement strategies to maximize profitability. This is a highly empowering position, ensuring the implementation of our Forbes Five-Star service culture, and initiatives, while providing personalized services to result in increased guest and client loyalty. 

KEY RESPONSIBILITIES  

The primary responsibilities for the Hotel Manager include but are not limited to: 

• Oversee the strategy and operations for following sub-departments of Rooms, Food & Beverage (Restaurants, Bar, Banquets, In-Room Dining, Stewarding), as well as the Health Club & Spa at Rowes Wharf and Engineering and Security departments. 

• Work directly with operational managers and food & beverage sub-department heads including Rowes Wharf Sea Grille, Dark Bar, Stewarding, In-Room Dining, Dandelion Marketplace and seasonal programming. 

• Assist senior managers with the development of departmental goals. Help to develop action steps to achieve those goals within identified length of time. 

• Monitor costs and implement strategies for cost control without compromising service quality. Work to ensure that Hotel Effectiveness is adopted as the primary labor management tool across all hotel departments. 

• Serve as a liaison for the Boston Harbor Hotel and our management company/owners in conjunction with the General Manager for all operational issues. 

• Analyzes service issues, identify trends and respond to all guest comments in a timely, professional manner. 

• Ensure brand and business initiatives are implemented and communicate follow-up actions to team as necessary. 

• Regularly review guest feedback, surveys, and reviews to identify areas of improvement. 

• Work with hotel’s Executive Committee to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution. 

• Assist with the preparation of annual budgets and marketing plans for assigned departments while administering in a fiscally responsible manner. 

• Function as a key liaison with the Sales Team and Catering/Conference Services department to ensure maximum profitability on banquet and catering functions. 

• Attract and select talent, coach and develop team members and engage and align team members to successfully implement initiatives.  

• Collaborate with sales and marketing teams to maintain the hotel’s unique position as a luxury Boston icon. 

• Communicating with team members and managers to ensure operational needs are met as well as facilitate regular operational meetings. 

• Prepare and manage the Capex plan and products for expenditure, with direction from the General Manager. 

• Establishing and achieving quality and guest satisfaction goals; responding in a courteous and prompt manner to all guest questions, complaints and/or requests. 

• Ensuring consistent adherence to Forbes Five-Star service and Boston Harbor Hotel brand standards, while elevating product and service. 

• Manage the flow of labor between departments and create an environment of engagement for team members.  

• Utilize guest/customer feedback to improve service delivery and loyalty. Communicate a clear and consistent message regarding the hotel. 

JOB QUALIFICATIONS 

In addition to performance of the key responsibilities, this position may be required to possess a combination of the following skills and experiences: 

• Requires a working knowledge of division operations as well as luxury core standards, and standard operating procedures.   

• Strong organizational and analytical skills, along with demonstrated ability to multi-task and prioritize in a fast-paced work environment. 

• Demonstrate ability to work with maximum efficiency, accuracy and attention to detail. 

• Ability to effectively lead and work cohesively as part of a team. 

• Ability to exercise sound logic and judgment in evaluating situations and utilizingappropriate resources. 

• Must be self-directed, motivated and demonstrate exceptional customer service and interpersonal skills. 

• Ability to communicate effectively in the English language both verbally and in writing. A second language is desirable. 

• Must have experience in all Microsoft Office and industry relevant POS systems. 

• Demonstrated knowledge of budget planning and financial controls. 

Experience 

Minimum of Five (5) years working in a Luxury Environment, including at least two (2) or more years in a similar role, including but not limited to Director of Operations and/or Director of Food & Beverage. 

Education  

Bachelor’s Degree required, preferably specializing in Hospitality, Business Administration, and or related major, or equivalent experience is required. 

Licenses or Certificates 

Preferably TIPS and ServSafe Certification.