General Manager - Falling Rock Hotel

About the role

The Falling Rock Hotel Manager leads the daily operations of Nemacolin's Forbes Five-Star boutique hotel, overseeing various departments to ensure exceptional guest experiences and operational excellence.

Responsibilities

• Deliver exceptional guest experiences by ensuring personalized, Forbes Five-Star service standards are consistently achieved.
• Oversee Housekeeping, including room attendants, public space attendants, and turndown services, to maintain guest rooms and public areas to impeccable luxury standards.
• Lead the Pre-Arrival Concierge and Indulgence Desk to ensure seamless guest communication, personalized service, and efficient operational execution.
• Partner with Food & Beverage leadership to support exceptional guest service experiences.
• Maintain the hotel's presentation at Forbes Five-Star standards by ensuring cleanliness, organization, and attention to detail.
• Perform administrative responsibilities such as scheduling, NovaTime edits, payroll monitoring, purchase order management, and departmental financial documentation.
• Support operational needs by working Indulgence Desk and Guest Room Dining shifts.
• Maintain current knowledge of resort operations, amenities, memberships, Forbes standards, property offerings, and guest services.
• Train, mentor, and provide ongoing guidance to Housekeeping, Pre-Arrival Concierge, Indulgence Desk, and Aqueous Restaurant associates.
• Foster a collaborative, high-performing culture by encouraging teamwork, recognizing performance, and promoting accountability.
• Cultivate positive relationships with guests and associates by actively listening, resolving concerns professionally, and maintaining an open-door approach.
• Participate in lodging meetings, operations meetings, and the Manager on Duty (MOD) program.
• Communicate professionally and effectively, both verbally and in writing, with guests, leaders, and associates across all levels of the organization.
• Safeguard confidential information while demonstrating professionalism, sound judgment, and discretion.

Qualifications

• Bachelor's degree preferred, or an equivalent combination of education and experience.
• Minimum of six years of supervisory or management experience within hospitality or a related industry.
• Eight years of hospitality experience preferred.
• Previous Forbes Five-Star experience preferred.
• Comprehensive working knowledge of the HOST system.

Skills

• A passion for creating exceptional luxury guest experiences.
• Professional presence with outstanding interpersonal and communication skills.
• Strong leadership that motivates, coaches, and develops high-performing teams.
• Sound judgment and confidence when resolving guest and associate concerns.
• Excellent organizational, time management, and multitasking abilities.
• Financial awareness and attention to operational detail.
• Adaptability in a dynamic hospitality environment.
• Commitment to maintaining confidentiality, professionalism, and service excellence.
• Strong technical aptitude and willingness to remain current with operational systems and processes.

Benefits

This position offers competitive compensation and comprehensive benefits, including a 401(k) program and paid time off. Additional benefits include housing, educational, and professional development support, savings across resort dining, retail, spa, and experiences, and exclusive access to The Rec Center, The Market, The Pub, and the Wisteria associate community.

Pay

Competitive compensation tailored to individual qualifications and experience.

Schedule

The schedule includes evenings, weekends, and holidays based on business needs, requiring flexibility and adaptability.