Job Overview
Employment Type
Full-time
Compensation
Salary
Range $55,800.00 - $83,400.00
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional development opportunities
Bonus programs
Job Description
Chateau Marmont is a renowned luxury hotel located in Los Angeles, famed for its exquisite hospitality and unique services that cater to an elite clientele. As part of the prestigious André Balazs Properties portfolio, Chateau Marmont embodies a distinctive blend of historic charm and modern elegance, consistently delivering unforgettable experiences to guests. The hotel is dedicated to maintaining the highest standards of service and operational excellence, providing an exceptional environment both for guests and its staff. With a rich reputation for exclusivity and personalized service, Chateau Marmont attracts discerning travelers from around the world who value privacy, comfort, and bespoke experiences.
The role of General Manager at Chateau Marmont is a pivotal leadership position responsible for the comprehensive management of hotel operations. Reporting directly to the Chief Operating Officer of André Balazs Properties, the General Manager oversees all departments including Front Office, Reservations, Retail, Guest Services, Housekeeping, Security, Bell Service, and Property Operations. This position requires a proactive approach to maintaining service standards and operational efficiency, ensuring that all aspects of the guest experience are seamlessly coordinated and executed.
In this role, the General Manager will develop and lead onboarding and training programs specifically designed to enhance the performance and knowledge of the Front Office team to guarantee memorable guest experiences and optimized operational workflows. Regular communication and training sessions with staff will be an essential part of maintaining high service levels, as well as implementing an effective upselling strategy to maximize revenue from rooms, amenities, and additional products.
The General Manager will collaborate closely with the Reservations Manager to craft and execute a revenue management strategy aligned with property goals, using advanced systems and business processes to adapt to market trends and provide insightful reports for strategic decision-making. Additionally, expanding and refining the Concierge service to reflect Chateau Marmont's unique personality and building strong partnerships with external vendors will be critical to enhancing guest satisfaction and commercial performance.
A key aspect of the role includes championing the hotel’s Customer Relationship Management (CRM) efforts in partnership with corporate teams, maximizing guest data quality and utility to tailor personalized guest interactions and deepen loyalty. The General Manager will also oversee the hotel's Loyalty and Recognition programs, identifying and rewarding the most loyal guests to strengthen ongoing relationships.
Operational responsibilities encompass the management of software and systems to improve productivity across communication platforms and service delivery, as well as leadership of the Front of House Ambassador team to uphold exemplary guest arrival, departure, and interaction standards. Collaboration with housekeeping ensures that cleanliness and attention to detail meet exacting standards, while direct oversight of the Butler service enhances personalized lifestyle services provided to guests.
The General Manager is responsible for managing guest satisfaction by promptly and effectively addressing complaints and implementing comprehensive service recovery actions. Oversight of the hotel retail program and involvement in financial reviews, budgeting, and labor cost control are integral to maintaining the property’s profitability and operational integrity. This position requires seamless communication across departments to harmonize staff and guest needs and ensure smooth hotel operations.
Additional duties include managing health and safety programs, recruitment and development of staff, supporting management training, administering hotel licenses and permits, and overseeing IT functions, payroll schedules, disciplinary actions, and risk management activities. The General Manager acts as a critical support to the Managing Director, VP of Operations, and Director of Finance to meet financial goals and operational benchmarks.
In essence, the General Manager at Chateau Marmont is a dynamic and strategic leader, instrumental in steering the hotel’s everyday operations and long-term success. This role demands a well-rounded professional who excels at managing complex operational details while delivering world-class hospitality experiences that align with the hotel’s luxury brand standards. This employment offers an opportunity to lead a legendary property situated in one of the world’s most vibrant hospitality markets, with competitive compensation aligned to industry standards.
The role of General Manager at Chateau Marmont is a pivotal leadership position responsible for the comprehensive management of hotel operations. Reporting directly to the Chief Operating Officer of André Balazs Properties, the General Manager oversees all departments including Front Office, Reservations, Retail, Guest Services, Housekeeping, Security, Bell Service, and Property Operations. This position requires a proactive approach to maintaining service standards and operational efficiency, ensuring that all aspects of the guest experience are seamlessly coordinated and executed.
In this role, the General Manager will develop and lead onboarding and training programs specifically designed to enhance the performance and knowledge of the Front Office team to guarantee memorable guest experiences and optimized operational workflows. Regular communication and training sessions with staff will be an essential part of maintaining high service levels, as well as implementing an effective upselling strategy to maximize revenue from rooms, amenities, and additional products.
The General Manager will collaborate closely with the Reservations Manager to craft and execute a revenue management strategy aligned with property goals, using advanced systems and business processes to adapt to market trends and provide insightful reports for strategic decision-making. Additionally, expanding and refining the Concierge service to reflect Chateau Marmont's unique personality and building strong partnerships with external vendors will be critical to enhancing guest satisfaction and commercial performance.
A key aspect of the role includes championing the hotel’s Customer Relationship Management (CRM) efforts in partnership with corporate teams, maximizing guest data quality and utility to tailor personalized guest interactions and deepen loyalty. The General Manager will also oversee the hotel's Loyalty and Recognition programs, identifying and rewarding the most loyal guests to strengthen ongoing relationships.
Operational responsibilities encompass the management of software and systems to improve productivity across communication platforms and service delivery, as well as leadership of the Front of House Ambassador team to uphold exemplary guest arrival, departure, and interaction standards. Collaboration with housekeeping ensures that cleanliness and attention to detail meet exacting standards, while direct oversight of the Butler service enhances personalized lifestyle services provided to guests.
The General Manager is responsible for managing guest satisfaction by promptly and effectively addressing complaints and implementing comprehensive service recovery actions. Oversight of the hotel retail program and involvement in financial reviews, budgeting, and labor cost control are integral to maintaining the property’s profitability and operational integrity. This position requires seamless communication across departments to harmonize staff and guest needs and ensure smooth hotel operations.
Additional duties include managing health and safety programs, recruitment and development of staff, supporting management training, administering hotel licenses and permits, and overseeing IT functions, payroll schedules, disciplinary actions, and risk management activities. The General Manager acts as a critical support to the Managing Director, VP of Operations, and Director of Finance to meet financial goals and operational benchmarks.
In essence, the General Manager at Chateau Marmont is a dynamic and strategic leader, instrumental in steering the hotel’s everyday operations and long-term success. This role demands a well-rounded professional who excels at managing complex operational details while delivering world-class hospitality experiences that align with the hotel’s luxury brand standards. This employment offers an opportunity to lead a legendary property situated in one of the world’s most vibrant hospitality markets, with competitive compensation aligned to industry standards.
Job Requirements
- Bachelor's degree in hospitality or business administration preferred
- Minimum 7 years of experience in luxury hotel management
- Proven track record managing hotel front office and guest services
- Experience with revenue management and budget processes
- Strong leadership and communication skills
- Ability to work flexible hours including weekends and holidays
- Proficiency with hotel management and CRM software
- Knowledge of health and safety standards and compliance
- Ability to handle sensitive guest complaints and resolve conflicts
- Strong organizational skills and attention to detail
- Ability to manage and train diverse teams
- Valid work authorization
- Excellent problem-solving skills
Job Qualifications
- Bachelor's degree in hospitality management or related field preferred
- Proven experience in hotel management with comprehensive operational oversight
- Strong leadership and team development skills
- Expertise in revenue management and budget control
- Excellent interpersonal and communication skills
- Proficient in CRM software and property management systems
- Demonstrated ability to handle guest relations and service recovery
- Strong organizational and multitasking abilities
- Knowledge of health and safety regulations
- Ability to work collaboratively with cross-functional teams
- Experience in recruitment and staff training
- Skilled in strategic planning and problem-solving
- Ability to manage multiple departments effectively
Job Duties
- Oversee hotel operations including Front Office, Reservations, Retail, Guest Services, Housekeeping, Security, Bell Service, and Property Operations
- Uphold service standards as set by the Managing Director
- Develop and implement onboarding and training programs for Front Office staff
- Conduct regular staff meetings to reinforce training points and address concerns
- Demonstrate effective upselling techniques for rooms, amenities, and products
- Manage budget processes and control operating and labor costs within budget
- Collaborate with Reservations Manager on revenue management strategy and reservation services
- Expand Concierge service building vendor relationships
- Champion CRM efforts, maximizing guest data quality and training team
- Administer Loyalty and Recognition programs
- Configure software systems for productivity
- Lead Front of House Ambassador team
- Ensure high standards of cleanliness with Housekeeping
- Oversee Butler service and room service programs
- Respond to guest complaints and implement service recovery
- Manage hotel retail operations and inventory
- Participate in P&L reviews and strategy meetings
- Facilitate communication between departments for smooth operations
- Oversee health and safety program management
- Manage recruitment, training, and development of hotel staff
- Support hotel management team training
- Provide support in Rooms Department operations
- Cover managerial duties during absences
- Collaborate on financial reviews and analysis
- Manage hotel administration including licenses and permits
- Lead annual budgeting process
- Handle terminations and disciplinary actions
- Implement labor forecast reporting and reviews
- Oversee IT issues and upgrades
- Support HR with risk management and investigations
- Attend and lead management meetings
- Ensure rooms and staff costs align with budgets
- Schedule front-line staff ensuring adequate coverage
- Manage daily reporting between Front Office and Security
- Continuously improve service levels and standards
- Expand responsibilities to support Managing Director
- Perform tasks assigned by the VP of Operations
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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