Hotel Manager | New York

Crescent Hotels & Resorts is seeking a Hotel Manager to oversee daily operations at one of our luxury, full-service properties in New York. This role focuses on guest satisfaction, associate development, service quality, and operational efficiency while supporting profitability and compliance with company standards.

About the role

The Hotel Manager provides leadership to the Rooms Division, including Front Office, Housekeeping, Concierge, and Guest Services. This position also indirectly supervises the entire hotel, acting as General Manager in the Area General Manager’s absence when requested.

Responsibilities

• Implement and manage the hotel’s daily quality process, including goal communication, associate improvement, compliance with Crescent standards, service recovery, and problem resolution.
• Disseminate feedback from guest comment cards, satisfaction surveys, and service failure measurements; coach teams accordingly.
• Provide guidance and leadership to the Rooms Division, ensuring compliance with hotel policies, quality guest service, and maximized departmental profits.
• Interview, hire, train, recommend performance evaluations, resolve problems, and recommend discipline or termination as appropriate.
• Communicate clearly both verbally and in writing to provide direction to staff.
• Assign and instruct Department Managers, observe performance, and encourage improvement.
• Monitor hotel occupancy and adjust staffing levels accordingly.
• Supervise and review cost and inventory controls.
• Field guest complaints, conduct research to develop effective solutions, and negotiate results; prepare written correspondence to guests.
• Resolve issues such as price conflicts, heating/cooling problems, and other service-related concerns.
• Remain calm and alert during emergency situations and heavy hotel activity; plan and implement problem resolution using experienced judgment.
• Supervise budgeting, forecasting, training, motivating, and staffing for the Rooms Division, including Telephone, Housekeeping, Front Office, Concierge, and Guest Services.
• Prepare forecast expenses and review actual results for Rooms Division revenue and expenses.
• Review Security logs daily for significant incidents; coordinate with department heads on policy enforcement and service improvements.
• Work closely with the Area General Manager to establish and monitor operational policies and guidelines, ensuring profitability and consistency.
• Solve day-to-day operational problems as they arise.
• Plan, organize, chair, attend, or participate in various hotel meetings, such as Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, and Quality Teams Meetings.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Requirements

• Minimum of 5 years of experience in a similar role in full-service upscale hotels.
• Minimum 3 years of senior Operations leadership experience within a New York luxury hotel.
• Knowledge of all hotel operations, including Housekeeping, Front Office, and Food and Beverage.
• Previous leadership experience within a union hotel environment is preferred.
• Demonstrated success building and leading high-performing operational teams in luxury hospitality.
• Strong leadership presence with exceptional interpersonal, communication, and relationship-building skills.
• Proven ability to mentor department leaders, drive accountability, and cultivate a positive service culture.
• Strong financial acumen, including budgeting, forecasting, labor management, and operational analysis.
• Passion for personalized luxury hospitality, guest engagement, and operational excellence.
• Ability to lead with professionalism, emotional intelligence, discretion, and adaptability in a fast-paced luxury environment.

Pay

Highly competitive annual salary starting at $135,000 based on experience, with eligibility for an operational incentive plan.

Benefits

• Exceptional benefit plan for eligible associates and family members.
• 401K matching program for eligible associates.
• Discounts at Crescent-managed properties in North America for you and your family.
• Discounts at Marriott properties worldwide for you and your family.