General Manager

About Our Brand

The LINE is a creative community of architecturally interesting hotels located in emerging neighborhoods of compelling cities—Koreatown in LA, Adams Morgan in DC, and downtown Austin. Each property is shaped by its local culture while contributing something new, collaborating with top local and out-of-town talent in design, food and beverage, arts, and culture.

About the Role

The General Manager oversees day-to-day operations of the hotel, including Front Office, Food and Beverage, Housekeeping, Engineering, Security, and Administrative departments. This role communicates the hotel’s vision and company initiatives, drives superior financial results, and fosters a guest-focused environment. The General Manager develops strategies based on market trends, segment behavior, and data, while promoting learning and development for direct reports and the broader team.

Due to the fluctuating demands of operations, the General Manager may be required to perform additional tasks as needed or assist other team members.

Responsibilities

• Administrative:
  • Serve as the liaison between the property and the Managing Director
  • Manage expenditures from the Annual Operating Budget and Capital Reserve Budget
  • Oversee guest billing, collection procedures, and delinquency management
  • Initiate, implement, and analyze accounting procedures, including labor forecasts, inventory, financial forecasting, annual budgeting, capital expenditures, payroll, and month-end analysis
  • Review payroll records for accuracy
  • Implement policies and procedures for severe weather, safety, and fire
  • Plan, document, implement, and monitor department training programs
  • Ensure timely completion of projects as requested
  • Comply with hotel purchasing and invoice procedures
  • Coordinate contract services relevant to specific areas of responsibility
  • Develop a continuous five-year capital improvement plan for operations
  • Ensure adherence to all accounting standards
  • Implement and adhere to company Standard Operating Procedures for all departments
  • Maintain accurate records and files of hotel programs
• Communication:
  • Communicate effectively with intercompany support teams (Brand, Revenue, People, Finance, Engineering, and Sales)
  • Interact courteously and professionally with employees, guests, investors, and management
  • Ensure all calls are answered courteously and professionally
  • Follow up on escalated guest comments and comment card responses within five business days
  • Maintain positive communication between guests and personnel
  • Uphold an “Open Door” communication policy for personnel and guests
  • Maintain contact with trade associates, business improvement districts, and industry publications for procedural improvements and new technical advances
  • Organize and conduct staff meetings and one-on-ones with direct reports
• People:
  • Interview, select, train, guide, and manage employees
  • Ensure adherence to company recruiting and onboarding procedures
  • Ensure employees are in appropriate uniform and attire for their scheduled shifts
  • Maintain awareness of safety issues
  • Foster effective personnel relations in a supportive, confidential environment
  • Maintain job descriptions, postings, personnel evaluations, telephone listings, and benefit communication
  • Implement labor standards and tailor job descriptions to the hotel
  • Develop and implement property-specific and corporate orientations
  • Administer and train on progressive discipline policies and procedures
  • Conduct performance evaluations and set annual goals for personnel
• Operations:
  • Ensure all staff delivers service in accordance with hotel standard operating procedures
  • Maintain a thorough understanding of property maintenance
  • Oversee maintenance of property exteriors, public spaces, and conduct daily inspections
  • Adhere to all written mandatory policies, procedures, manuals, memos, and oral instructions
  • Oversee project completion for preventative maintenance, deep cleaning, and special projects
  • Ensure successful execution of property events and local activations
  • Oversee planning and pricing of menu items
  • Maintain current knowledge of local activities and events
  • Oversee the entire guest experience, from pre-arrival through departure
  • Promote guest name recognition at all times
  • Review, understand, and follow up on hotel guest needs
  • Coordinate and monitor contract services for special projects and daily maintenance
  • Maintain par levels and stock of all inventory items
  • Oversee the weekly work schedule of all personnel
  • Ensure safety equipment (fire extinguishers, first aid kits, etc.) is inspected and functional
  • Maintain all equipment in good working condition
  • Oversee safety and emergency procedures and comply with OSHA requirements

Requirements

• At least five years’ experience as a hotel General Manager or in a relevant position at a full-service property with 300+ rooms
• Proven track record managing hotels with a strong group and banquet business, including oversight of large-scale events and catering operations
• Bachelor’s degree required
• Experience in the Austin area market preferred

Skills

• Strong ability in using MS Office (Excel and PowerPoint in particular)
• Experience with PMS and POS software
• Outstanding communication and interpersonal skills
• Excellent reading, writing, and oral proficiency in English
• Excellent organizational and time management skills
• Excellent attention to detail
• Financial management
• Performance management
• Business acumen
• Ethical conduct
• Leadership
• Ability to multitask
• Works well under pressure and as a team player

Benefits

• Health insurance
• Paid time off
• Vision insurance
• Wellness resources
• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts
• Performance-based bonus