Hotel Manager | New York

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do!

We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

We are committed to providing you with:

• Highly competitive annual salary starting at $135,000 based on experience
• Operational incentive plan eligibility.
• An exceptional benefit plan for eligible associates and your family members.
• 401K matching program for eligible associates.
• Discounts at our Crescent managed properties in North America for you and your family members.
• Discounts at Marriott properties worldwide for you and your family members.

ESSENTIAL JOB FUNCTIONS:

• Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
• Provide guidance and leadership to the Rooms Division, ensuring consistent compliance with hotel policies, and quality guest service while maximizing departmental profits. Indirectly offers supervision for the entire hotel as well as making policies and developing plans for carrying out work programs. Acts as General Manager in the Area General Manager’s absence, as requested.
• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Communicate both verbally and in writing to provide clear direction to staff.
• Assign and instruct Department Managers in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
• Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms Department including: Telephone, Housekeeping Services, Front Office, Concierge and Guest Services.
• Prepare Forecast expenses and actual results for the Rooms Division revenue and expenses. Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.
• Work closely with the Area General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.
• Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job related duties as assigned.

REQUIRED SKILLS/ABILITIES:

• Minimum of 5 years of experience in a similar role in full service upscale hotels is required.
• Minimum 3 years of senior Operations leadership experience within a New York luxury hotel is required.
• Must have knowledge of all hotel operations to include but not limited to: Housekeeping, Front Office, Food and Beverage.
• Previous leadership experience within a union hotel environment is preferred.
• Demonstrated success building and leading high-performing operational teams within luxury hospitality environments.
• Strong leadership presence with exceptional interpersonal, communication, and relationship-building skills.
• Proven ability to mentor department leaders, drive accountability, and cultivate a positive service culture.
• Strong financial acumen including budgeting, forecasting, labor management, and operational analysis.
• Passion for personalized luxury hospitality, guest engagement, and operational excellence.
• Ability to lead with professionalism, emotional intelligence, discretion, and adaptability in a fast-paced luxury environment.