Hotel Manager

Mount Holyoke College

5d•$78,342 - $90,093•Onsite

About The Position

The Hotel Manager oversees the day-to-day operations of the Willits-Hallowell Conference Center & Hotel, with responsibility for efficient operations, financial performance, and high-quality guest service. The role manages and develops hotel staff; oversees budgets, revenue, billing, and reconciliation; monitors inventory and vendor orders; and maintains operational standards and procedures. The Hotel Manager works closely with Event Services, College departments, clients, vendors, and guests to coordinate hotel operations for conferences, meetings, and other events. The position develops strategies to increase overnight bookings, group business, occupancy, and revenue; resolves guest and operational concerns; and identifies opportunities to improve efficiency and service. It also supports integration of hotel operations with the College’s broader hospitality and Event Services programs and builds relationships with internal and external stakeholders. The position supervises front desk staff, housekeeping staff, and a Financial Consulting Specialist. It provides operational support, staffing coordination, guest services, logistics, and on-site management for large-scale events as needed, including work beyond the hotel’s day-to-day operations. A bachelor’s degree in hospitality, business administration, or a relevant field and at least five years of hotel management or similar experience are required. Equivalent qualifications through nontraditional education and experience may be considered.

Requirements

Bachelor’s degree in hospitality, business administration, or a relevant field.
At least 5 years of experience in hotel management or a similar role.
Exceptional verbal and written communication skills with all College constituents.
Creative and strategic thinking, problem-solving skills, and the ability to handle difficult conversations with diplomacy and ease.
Strong computer proficiency, including Microsoft Office and Google suites.
Ability to learn software programs essential to the role.
Strong understanding of hotel management best practices and data entry software.
Positive, constructive attitude and commitment to exemplary customer service for internal and external constituents.
Initiative and ability to work independently.
Supervisory experience.
Alternatives to formal education and paid work experience may be considered as equivalent qualifications, including military service or training, volunteering, activism, and other related nontraditional programs and experiences.

Responsibilities

Manage daily operations of the Willits-Hallowell Conference Center & Hotel.
Oversee and maintain property management, point-of-sale, reservation, and credit card systems.
Manage hotel inventory and place orders for supplies, amenities, linens, housekeeping products, guest room items, and other operational necessities.
Develop and implement policies and procedures for hotel operations.
Greet guests, answer questions, and resolve issues regarding hotel services, amenities, and policies.
Recruit, hire, train, and supervise front desk and housekeeping personnel.
Create staff schedules, organize activities, and assign responsibilities to support productivity and high-quality guest service.
Monitor employee performance and conduct regular evaluations to foster professional growth.
Implement safety protocols, ensure compliance with health and safety regulations, and conduct regular inspections.
Collect payments, track revenue, and maintain records of budgets, funds, and expenses.
Oversee financial activities, including establishing room rates, setting budgets, analyzing sales figures, and identifying ways to improve revenue and profitability.
Manage the Financial Consulting Specialist and ensure accurate, timely billing, invoicing, account reconciliation, financial reporting, and related financial processes.
Partner with the Sales Manager on marketing and business development initiatives to increase overnight bookings, attract group and individual business, and drive revenue.
Coordinate with Event Services, Sales, and external clients on events with overnight accommodations, from planning through guest departure, including room blocks, guest services, and arrival and departure logistics.
Complete and monitor payroll and associated duties.
Coordinate with suppliers, contractors, conference planners, and other service providers.
Collaborate with Event Services to ensure events and conferences run smoothly.
Provide operational support, staffing coordination, guest services, logistics, and on-site management for large-scale events, including Commencement, Reunion, and Family Weekend, as needed.
Collaborate across Hospitality Services and College departments to align hotel and Event Services operations with College goals and priorities.
Supervise maintenance work, renovations, and furnishings as needed.
Perform other duties as assigned.