Viceroy HotelsViceroy Hotels & Resorts offers a fresh take on hospitality, centered on the richness of experiences and cultural connection. A leader in modern luxury, Viceroy is committed to creating unique, immersive experiences that allow guests to craft unforgettable narratives rooted in the authenticity of each destination. Viceroy's portfolio of hotels and resorts can be found in a diverse array of breathtaking and inspiring locations including Los Cabos, Santa Monica, Chicago, Riviera Maya, Kopaonik, Snowmass, Washington D.C., St. Lucia, and Portugal's Algarve, with a forthcoming resort in Sun Valley, as well as Viceroy Park Avenue both scheduled to open in 2026.OverviewThe Hotel Manager is responsible for overseeing the day-to-day operations of the hotel, ensuring exceptional guest experiences, strong financial performance, and an engaging colleague culture. This role serves as the operational leader of the property, driving service excellence, brand standards, and operational efficiency while fostering a distinctive and authentic hospitality environment. The Hotel Manager partners closely with the General Manager and the department leaders to create memorable guest experiences, develop high-performing teams, and achieve strategic business objectives.ResponsibilitiesProvide leadership and direction for Hotel Operations, including Front Office, Housekeeping, Guest Services, Engineering, and other operational departments.Ensure consistent delivery of luxury service standards and personalized guest experiences.Maintain compliance with all company policies, local, state, and federal regulations, and New York City hospitality requirements.Conduct regular operational reviews and property walk-throughs to ensure excellence in presentation, cleanliness, and service delivery.Actively engage with guests to build relationships, resolve concerns, and create memorable moments.Monitor guest satisfaction metrics, online reputation scores, and review platforms, implementing action plans to continuously improve performance.Ensure timely and effective resolution of guest complaints and service recovery opportunities.Monitor departmental expenses, productivity, and labor costs while maintaining service excellence.Identify opportunities to improve operational efficiency and profitability.Participate in annual budgeting, forecasting, and strategic planning processes.Foster a culture of accountability, inclusion, collaboration, and recognition.Support succession planning and leadership development initiatives.Ensure compliance with all labor, wage and hour, and union agreements as applicable.Lead colleague engagement efforts that promote a positive and inclusive workplace culture.Minimize operational risks through proactive planning and adherence to internal controls.Maintain strong relationship with Food and Beverage operators.QualificationsAt least 6 years progressive experience in a hotel or a related fieldBachelor's Degree preferred.Maintain a warm and friendly demeanor at all times.Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.Must be able to multitask and prioritize departmental functions to meet deadlines.Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.Luxury and lifestyle hotel experience required.Previous experience working in New York City experience a plus.Maintain high standards of personal appearance and grooming, which include wearing nametags.Strong financial acumen with experience managing budgets, forecasting, and labor productivity.Ability to work flexible schedules, including evenings, weekends, and holidays as needed.Must be able to maintain confidentiality of information.Perform other duties as requested by management.BenefitsWe are pleased to offer a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributionsPaid holidaysPaid vacationPaid sick leave (provided in accordance with applicable law)Employee assistance program (EAP)Educational opportunities / Tuition reimbursementPaid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law For Employees Based in Washington: 8 paid holidays per yearUp to 20 days of paid vacation per year, based on classification and length of servicePaid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next. For Employees Based in Colorado: 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar yearUp to 20 days of paid vacation per year, based on classification and length of service6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked. For Employees Based in California: 8 paid holidays per yearUp to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement ("CBA"). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.
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