Basic Scope and Function: The General Manager leads the Hancock Inn team in providing a superior high-touch luxury experience to our guests and non-guest diners, at our boutique15-room inn and 85-seat restaurant (with additional patio seating). The ideal GM personally understands the expectations of the luxury client and is able to coach, train, and manage a focused and dedicated team to deliver on those expectations. The GM sets the tone for the team, embracing the new traditionalism lifestyle and ethos with professionalism, and works collaboratively with the finance, brand development, and marketing to create a seamless client experience and maintain our reputation as a destination of choice.

Responsibilities Include:

Team Management

• Manages direct reports, including Assistant GM for the restaurant, front desk staff, household staff and maintenance staff
• Interviews and selects outstanding new hires and trains all staff on best-in-class hospitality practices and creating customer delight
• Handles performance management and coaching (with HR assistance, when needed)
• Acts as a player-coach, providing direction and support wherever needed in the Inn with grace and good humor
• Provides a professional and appropriate role model for all staff to emulate

Operations Management

• Oversees the daily processes of all departments at the Inn, including the household management and restaurant management (with the assistance of the Assistant GM)
• Creates household staff scheduling and assigns household staff room cleaning schedule
• Creates front desk staff scheduling and trains desk staff on all new and existing processes and procedures
• Creates maintenance orders and schedule of planned maintenance needs, upgrades, and requirements throughout the year
• Good working knowledge of property management essentials
• Engages with external vendors and contractors, as needed, to provide property maintenance and repair services in a timely manner with minimal disruption to guests and visitors
• Interacts with third-party travel vendors and high-end travel agencies to maintain relationships and provide accurate property information, including any deals, packages, or specials
• Oversees the household inventory process and ensures correct levels of inventory are managed within the budget guidelines

Leadership Collaboration

• Collaborates with Finance team to set budgets, provide forecasts and review P&L statements to create savings while maintaining high-touch surroundings
• Collaborates with Brand and Marketing team to create positive and welcoming media support for the brand and the Inn and to attract high-end luxury travelers
• Interacts frequently with the Board to proactively provide clear information, accurate reporting, and timely updates.

Knowledge, Skills, Abilities (KSAs) Required:

• Strong decision-making and problem-solving skills with the ability to make strategic decisions that impact the direction of the property
• Executive presence (or gravitas) to act as and be seen as a competent and efficient leader
• Ability to remain calm, focused, and deliberative in all situations
• Superior level of attention to detail and commitment to quality
• Superior time management skills
• Strong verbal and written communication skills, demonstrating integrity and honesty in all communications
• Professional, respectful, and positive demeanor with customers, direct reports and co-workers
• Ability to work with Finance team to balance budget, set goals and meet financial targets and handle revenue management for the property

• In-depth knowledge of hospitality industry trends, regulations, and best practices

• Hotel and restaurant reservation systems and point-of-sale systems experience
• Responsive and reliable, with excellent attendance and punctuality and must have own reliable transportation

Minimum Education and Experience Required:

• 8-10+ years of experience in hospitality management and leadership, with a focus on luxury properties
• Food and beverage experience, including leading or managing dining concepts.
• Degree in Business Management or Hospitality Management (or related field) preferred

Managerial or Supervisory Experience or Responsibility:

• Managerial/supervisory experience with four or more direct reports required
• Position has multiple direct reports in senior Hotel staff, front desk staff, household staff and maintenance staff
• Position is responsible for hiring, performance management and termination, in conjunction with Human Resources (as needed)
• Must be able to provide clear and comprehensive direction, support, feedback and guidance to all company managers and employees

Work Environment:

Medium work. Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

• The worker is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned or to make general observations of facilities or structures
• The worker may be subject to some environmental conditions. Activities occur primarily inside and may include exposure to high heat and heated surfaces in the laundry area and kitchen area.
• The worker is subject to noise. During busy periods, there may be sufficient noise to cause the worker to raise their voice in order to be heard above ambient noise level.
• The physical activity requirements for this position include: moving, stationary positions, operating machinery, inspecting premises and work, communicating and conversing with others, conveying information to others, observing work product, distinguishing quality work product, moving and transporting goods and products, positioning to complete work (examples: reach, stoop, climb).