General Manager

Key Responsibilities:

• Deliver world-class guest service by maintaining the highest standards of hospitality for a diverse range of guests, including international visitors, medical patients, VIPs, groups, and wedding parties.
• Continuously enhance guest satisfaction through personalized services and unique experiences, ensuring every guest feels valued and cared for.
• Act as the face of the hotel, engaging with guests directly to build lasting relationships.
• Strategically maximize revenue and profitability by identifying and capitalizing on market opportunities.
• Partner with the Revenue Management team to optimize pricing strategies and maintain strong performance in room occupancy, food and beverage sales, and event bookings.
• Develop, implement, and monitor budgets, ensuring financial goals are consistently met or exceeded.
• Inspire, mentor, and lead a team of hospitality professionals to deliver exceptional service aligned with Hilton brand standards.
• Develop and implement training programs that emphasize quality service, teamwork, and professional growth.
• Create a culture of accountability and empowerment where team members take pride in exceeding expectations.
• Ensure the seamless operation of all departments, including Front Desk, Housekeeping, Bell staff, Concierge and Culinary teams.
• Partner with maintenance teams of our award-winning property, ensuring cleanliness, safety, and adherence to Hilton quality standards.
• Implement processes that promote operational efficiency and guest satisfaction.
• Coordinate with event management services for conferences, weddings and other functions within the hotel to ensure a top-rated experience for our guests.
• Tailor accommodations and services to meet the needs of diverse guest types, including medical patients visiting Mayo Clinic, VIP delegations, and large-scale celebrations.
• Ensure exceptional coordination and communication to deliver memorable events and stays.
• Serve as an ambassador for Hilton Rochester Mayo Clinic Area within the local and regional community.
• Build relationships with community partners, businesses, and organizations to enhance the hotel’s reputation and drive business.

Qualifications:

• Bachelor’s degree in hospitality management, Business, or a related field
• Proven experience as a General Manager or senior leadership role in a luxury or full-service hotel environment.
• Exceptional knowledge of revenue management, guest service principles, and hotel operations.
• Strong leadership skills with the ability to inspire and develop high-performing teams.
• Outstanding interpersonal and communication skills, with a focus on building lasting guest and team relationships.
• Passion for delivering unmatched service to a diverse range of guests.

To succeed in this role, you’ll:

• Deliver Financial excellence by achieving revenue targets and maintaining efficient cost management.
• Ensure unforgettable guest experiences while consistently maintaining high guest satisfaction scores.
• Create a welcoming environment that encourages guest loyalty and repeat business.
• Inspire and develop your team and recognize team achievements through regular feedback and recognition programs.
• Maintain a culture of accountability, motivation, and growth, with clear development paths for team members.
• Optimize operational efficiency by utilizing Innovative processes to enhance productivity while maintaining high-quality standards.
• Ensure compliance with brand regulations and achieve high scores

At Croft Hospitality, our mission is transforming spaces into safe & welcoming places where people experience unreasonable hospitality to cherish the moments that matter. By living our values, we’re able to achieve this mission and provide unreasonable hospitality to our guests. 

• Team Collaboration:  Promote teamwork and open communication to solve problems, innovate together and have fun.
• Human Sustainability & Responsibility:  Commit to safety, environmentally friendly practices, compliance, and social responsibility, with an eye on profitability.
• Respect & Diversity:  While performing professionally, embrace and celebrate the differences among team members, guests, tenants, and communities.
• Integrity and Transparency:  Foster an environment of honesty and openness, both with team members and guests.
• Value a Customer-Centric Approach:  Prioritize confidentiality, exceptional service, and ensure every guest & tenant feels valued and cared for.
• Empowerment & Growth:   Encourage continuous learning and provide opportunities for professional development.