Pembroke - General Manager

The Pembroke is a distinguished ultra-luxury establishment featuring 33 exclusive rooms, dedicated to delivering an unparalleled guest experience that reflects the highest standards of hospitality and service excellence. As part of the renowned Peabody Hotel Group, The Pembroke prides itself on maintaining an environment of sophistication, warmth, and impeccable attention to detail, catering to discerning clientele who seek both comfort and elegance. Known for its exceptional amenities and commitment to excellence, The Pembroke represents the epitome of luxury accommodations and guest services. The hotel's leadership fosters a culture of continuous improvement and innovation, distinguishing it among the finest luxury hotels in the hospitality industry.

The role of Manager at The Pembroke is a critical leadership position responsible for creating and sustaining this ultra-luxury environment, focusing on superior guest satisfaction while contributing to revenue growth through effective management of average daily rate (ADR) and ancillary services. This position involves oversight of all aspects of the property, including front office, concierge, housekeeping, food and beverage, recreation, and security, ensuring all departments operate seamlessly in alignment with company policies and standards. The Manager reports directly to the Director of Revenue Management with a secondary reporting line to the Director of Rooms, reflecting the role's strategic importance in maximizing profitability and operational efficiency.

This position requires managing and motivating a diverse management staff and associates, collaborating with internal departments such as Sales, Catering, HR, Purchasing, Cost Control, Accounting, IT, and Engineering, as well as engaging with external stakeholders including guests, suppliers, and partner vendors. Work environments span various hotel areas, from the lobby and guest rooms to recreational facilities and security command centers, under varying noise and environmental conditions.

The ideal candidate will embody professionalism and leadership, skilled in guest relations, training and development, budget management, and operational oversight with a creative and proactive approach. They must be adept at maintaining high standards of cleanliness, safety, and guest interaction, ensuring all associates are trained, motivated, and effectively supervised. Additionally, the Manager will be responsible for maintaining compliance with prestigious hospitality standards such as AAA and Mobil, fostering guest loyalty and satisfaction by resolving complaints promptly and maintaining positive relations.

This leadership role involves financial responsibilities, such as budget preparation, performance evaluation, and ensuring adherence to operational standards and policies, including Peabody's distinctive grooming and service excellence standards. The Manager will be expected to strategically analyze market competition and industry trends to keep The Pembroke competitively positioned, recommending adjustments as needed to elevate the guest experience and operational effectiveness.

The role also demands considerable physical stamina and flexibility, including the ability to handle physical tasks related to hotel operations. Managing a fast-paced environment requires exceptional judgment, problem-solving skills, communication abilities in English, and maintaining confidentiality of guest and operational information. The Manager plays a pivotal role in promoting a positive work atmosphere through effective coaching, mentoring, and upholding a transparent leadership style with an open-door policy.

Overall, this position offers a unique opportunity for a motivated, experienced hospitality professional to lead a premier luxury property, ensuring The Pembroke remains a leader in guest satisfaction, operational excellence, and revenue growth within the luxury hotel market.