Raffles Boston - General Manager

AccorHotel•Boston, MA

3d•Onsite

About The Position

The General Manager will lead Raffles Boston as a luxury hospitality destination, serving as a brand and guest ambassador and shaping the hotel’s strategic direction, performance, and reputation. The role calls for a hands-on, entrepreneurial leader who develops people, builds strong relationships with owners and community stakeholders, and brings local heritage and culture into the guest experience. The General Manager is responsible for delivering exceptional guest service and maintaining product and service quality while advancing business growth, financial performance, and asset preservation. This includes aligning strategic plans with ownership’s investment objectives, driving sales, marketing, and revenue management, controlling costs, and overseeing operational activities. The role also promotes an inclusive, collaborative culture of innovation, continuous learning, professional development, accountability, and recognition.

Requirements

Prior experience in a luxury hotel General Manager position.
Strong educational background, professional qualifications, and a continuous learning mindset.
Fluency in English.
Proven track record of building a strong service and quality culture.
Strong people skills and a track record of fostering positive, inclusive, high-performing cultures.
Experience managing owner relations.
Demonstrated leadership, organizational, and interpersonal skills.
Strategic thinking, with excellent communication and presentation skills.
Strong entrepreneurial spirit and proven commercial capabilities.
Creative and innovative mindset.
Ability to collaborate and work in a fast-paced environment.
Excellent prioritization and time-management skills.
Professional demeanor and strategic orientation.

Responsibilities

Lead the hotel’s strategy and operations, aligning goals and objectives with the ownership group’s investment strategy.
Build and maintain positive relationships with owners, the community, guests, colleagues, and other stakeholders.
Deliver exceptional luxury guest experiences and uphold product and service quality standards through ongoing evaluations.
Handle VIP guests and understand international protocols for government officials and royalty.
Monitor guest and client feedback, address concerns promptly, and implement improvements to optimize satisfaction.
Maximize financial performance, control costs, and execute marketing and operational activities to meet or exceed the hotel’s business plan.
Drive the hotel’s performance through sales, marketing, and revenue management.
Set performance standards, lead by example, and promote continuous improvement and quality across the hotel.
Communicate the hotel’s vision, goals, and expectations to foster shared purpose and direction among team members.
Develop colleagues through coaching, mentoring, feedback, recognition, and learning opportunities.
Foster an inclusive and collaborative workplace where colleagues can contribute ideas, raise concerns, and participate in decision-making.
Encourage innovation, calculated risk-taking, continuous learning, and a speak-up culture.
Oversee renovation projects with transparency and open communication.
As applicable, maintain constructive relationships with labor unions and support harmonious teamwork.
Promote the hotel’s plans and ideas clearly, negotiate effectively, and seek mutually beneficial solutions.