Job Description

Viceroy Hotels

Viceroy 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, Idaho slated to open in summer 2026.

Viceroy Hotels & Residences is returning to New York City with the opening of Viceroy Park Avenue in December 2026! Located in the heart of Manhattan's NoMad neighborhood, this highly anticipated luxury hotel represents an exciting new chapter for the globally recognized, design-forward hospitality brand. We are seeking motivated, hospitality-driven professionals who are passionate about delivering exceptional guest experiences. This is a unique opportunity to be part of a pre-opening team, helping establish the property's culture, service standards, and operational excellence from day one.

The General Manager serves as the strategic and operational leader of the resort, working in close partnership with the Corporate Office and Hotel Executive Committee to deliver an exceptional guest experience and drive outstanding business results. This role oversees all aspects of the hotel’s performance, including guest satisfaction, operational excellence, team leadership, and financial success, while maintaining the integrity of the hotel. A critical part of this role includes building and maintaining a strong relationship with the hotel’s ownership group and asset managers through consistent, transparent communication and personal engagement.

Responsibilities

Strategic Leadership

• Develop and execute the hotel's long-term strategic vision, ensuring alignment with the company’s mission and goals.
• Lead all departments with a focus on excellence, innovation, and continuous improvement.

Guest Experience

• Champion a guest-first culture by ensuring world-class service standards are implemented and upheld across all departments.
• Continuously evaluate and improve guest satisfaction to uphold the resort’s reputation as a premier luxury destination.

Operations Management

• Direct daily operations across all resort functions including front office, housekeeping, food & beverage, spa, wellness, recreation, and other amenities.
• Ensure optimal use of resources to achieve service excellence and operational efficiency.

Financial Performance

• Lead the development and execution of annual budgets and financial plans.
• Monitor and analyze financial performance, KPIs, and market trends to identify opportunities for growth and cost management.
• Implement strategies to maximize revenue and profitability.

Team Leadership & Culture

• Recruit, develop, and retain top talent across all departments.
• Foster a collaborative and inclusive workplace that promotes professional growth and accountability.
• Provide mentorship, set clear expectations, and maintain a performance-driven culture.

Sales & Marketing Collaboration

• Partner with sales and marketing teams to create and execute strategies that drive occupancy and elevate brand positioning.
• Leverage data and insights to target key markets and attract high-value clientele.

Qualifications

• 7+ years of progressive leadership in hotel management, including executive-level roles.
• or a 4-year college degree and at least 4 to 5 years of related experience; or a 2-year college degree and at least 5 to 6 years of related experience.

• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• 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.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.
• Proven experience as a General Manager in a luxury and/or lifestyle property is required.
• Prior involvement in pre-opening of a hotel is a plus.
• Experience working with third-party ownership groups and Homeowners Associations (HOAs) a plus
• Strong financial acumen and experience managing complex budgets.
• Exceptional leadership, communication, and interpersonal skills.
• In-depth understanding of luxury hospitality trends and guest expectations.
• Ability to lead effectively under pressure in a fast-paced, dynamic environment.