General Manager

MCR Hotels•New York, NY

3d•Onsite

About The Position

The General Manager provides strategic leadership and executive oversight of all operations at The Lexington Hotel, a 725-room, unionized property in Midtown Manhattan. The role is responsible for financial performance, operational excellence, guest satisfaction, employee engagement, and compliance with MCR standards and Marriott brand expectations. The General Manager leads the executive team, promotes operational efficiency and productive labor relations, and fosters accountability, collaboration, and exceptional hospitality. The core mission is to ensure cleanliness and friendly service, with every room online every day and night. The General Manager ensures managers and team members carry out their daily duties and checklists, while maintaining clean, friendly, well-organized, and safe hotel spaces. The position also oversees guest relations, quality assurance, safety, preventative maintenance, staffing practices, training and development, financial processes, and inventory. This role requires familiarity with Marriott brand standards and the New York City hospitality market, significant progressive leadership experience in full-service, upscale, or luxury hotel operations, and strong financial and operational expertise. A bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred. The General Manager must be able to work a flexible schedule, including weekends, evenings, and holidays as business needs require. The work involves extended periods standing, operating computers and office equipment, moving throughout the hotel, and lifting and transporting supplies weighing up to 25 pounds. Travel may be required.

Requirements

Familiarity with Marriott brand standards and the New York City hospitality market.
Significant progressive leadership experience in full-service, upscale, or luxury hotel operations.
Strong financial acumen, operational expertise, and knowledge of hotel revenue management.
Demonstrated ability to lead diverse teams, resolve complex challenges, and drive measurable results.
Excellent communication, negotiation, decision-making, and conflict-resolution skills.
Ability to work a flexible schedule, including weekends, evenings, and holidays as business needs require.
Positive, can-do attitude and willingness to learn.
Ability to understand and follow established guidelines and procedures.
Ability to evaluate alternative courses of action quickly and accurately.
Ability to work effectively in stressful, high-pressure situations while maintaining composure and objectivity.
Effective listening and ability to understand, clarify, and resolve concerns raised by co-workers and guests.
Ability to understand financial information and data and perform basic arithmetic.
Attention to detail and ability to meet deadlines.
Proficiency with Windows operating systems and company-approved spreadsheet and word-processing tools.
Ability to convey information and ideas clearly and lead team members in providing friendly guest service.
Valid driver's license.
Must be at least 18 years of age; must meet the legal age to serve alcoholic beverages at select properties.
Ability to read, write, understand, and communicate effectively in English, including interpreting business records, safety rules, instructions, and manuals, writing routine business reports and correspondence, and speaking effectively before groups.
Ability to stand or remain stationary for 3–4 hours at a time, operate computers and other office machinery, perform data entry and 10-key operation, manually handle objects and tools, bend, stoop, crouch, lift and transport supplies up to 25 pounds, move throughout the hotel and guest rooms, and visually inspect details at close and long range.

Nice To Haves

Bachelor's degree in Hospitality Management, Business Administration, or a related field.
Previous General Manager hotel leadership experience.
Experience managing large, unionized hotel operations.

Responsibilities

Lead and oversee all hotel operations, the executive team, financial performance, operational excellence, guest satisfaction, employee engagement, and compliance with MCR and Marriott standards.
Ensure managers and team members execute daily responsibilities and complete operational checklists accurately and on time.
Conduct daily walks of guest rooms and public spaces to assess service, cleanliness, and mechanical equipment; verify rooms are inspected daily and meet cleanliness standards.
Oversee onboarding of new team members and ensure required onboarding processes are completed.
Ensure Daily Summary and Night Audit processes are completed according to policy.
Complete and upload required daily reports and ensure shift handover reports are prepared on each shift.
Oversee compliance with brand quality-assurance standards, conduct brand self-audits, and make corrections in response to audit findings.
Enforce approved uniform, name-tag, grooming, and guest-greeting standards.
Keep fire and life-safety inspections current and ensure deficiencies are corrected.
Verify preventative maintenance tasks are performed and visually check the quality and consistency of work.
Monitor adherence to team members’ schedules and arrange department shift coverage as required, including when line-level staff call out.
Build a learning culture, ensure staff have the functional expertise needed for their roles, communicate career opportunities, and provide ongoing feedback and coaching.
Review the previous day's team-member time-clock punches in accordance with policy.
Ensure purchases follow the approved purchase-order process and invoices are submitted through the approved accounts-payable system and processed or accrued in the appropriate period.
Maintain clean, approved storage areas and follow the inventory program.
Handle challenging guest situations with hospitality and urgency; support guest satisfaction and hotel events.
Promote clear, honest, and professional communication and collaboration across teams.
Maintain familiarity with hotel facilities, amenities, relevant technology, and approved telephone etiquette.