Raffles Boston - General Manager

Company Description

The Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future.  Representing the pinnacle of ultra-luxury hospitality within Accor Group, Raffles is currently going through exciting phases of rebirth and expansion. Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment. Its timeless elegance, refined manners and spirit of generosity ensure that every visitor arrives as a guest, leaves as a friend and returns as family.

Located in the heart of Boston's Back Bay, Raffles Boston is an award-winning property that represents the arrival of the iconic Raffles brand in the city, blending legendary service, refined elegance, and a deep connection to Boston's rich cultural heritage. Recognized with prestigious accolades including the AAA Five Diamond designation and Two MICHELIN Keys, the hotel features distinctive dining concepts, a world-class spa, innovative event spaces, and the renowned Raffles Butler Service. For hospitality professionals, Raffles Boston provides the opportunity to work within a culture of excellence, creativity, and purpose, while helping shape the future of luxury hospitality in one of America's most dynamic and historic cities.

Job Description

You will embody the essence of luxury hospitality. Your dynamic and hands-on approach is fueled by a deep passion for developing people and fostering an entrepreneurial spirit. A true brand and guest ambassador, you will challenge conventions, consistently seek solutions, and infuse innovation into every facet of the hotel experience and every function of the business.

Your seasoned leadership style will blend diplomacy with relationship-building prowess, cultivating strong connections with both internal and external stakeholders, including Owners and the Community. Your ability to engage with ownership and strategize revenue enhancements will be coupled with an innate talent for envisioning the hotel's long-term trajectory.

A refined sense of finance and business acumen will be at the core of your decision-making, grounded in an unwavering commitment to delivering a world-class product and service. By seamlessly weaving local heritage and culture into our offerings, you will not only create an authentic guest experience but also drive excellence across all dimensions of our operations.

In your role as a catalyst for exceptional service, you will uphold the highest standards, infusing every interaction with the kind of genuine care that leaves an indelible mark on our guests. Nurturing an environment of continuous growth and skill development, you will inspire our colleagues to consistently exceed expectations, turning moments into memories for every visitor.

As a visionary leader, you will play a pivotal role in shaping our strategic direction. Your involvement in goal setting and objective communication will propel business growth and solidify the hotel’s reputation as a distinguished luxury destination. Your ability to foster positive relationships with ownership will ensure a harmonious partnership that aligns with our overarching strategy while enhancing the hotel's performance and prestige.

Your leadership will be synonymous with setting industry benchmarks and redefining luxury hospitality. Your commitment to excellence, coupled with your innovative approach, will leave an enduring mark on our iconic brand and create a legacy of unparalleled guest memories.

• Embrace innovative ideas, adapt to change, and encourage a culture of innovation and continuous learning.
• Demonstrate explicit knowledge and awareness of company standards as an integral role model.
• Build quality relationships with the management team.
• Create an environment that encourages innovation, challenges traditional thinking, and fosters a "speak-up" culture.
• Foster an inclusive and collaborative work environment, empowering colleagues to contribute their best and building strong relationships based on trust and respect.
• Create a collaborative and inclusive environment where all colleagues are encouraged to provide input.
• Actively listen to team members' ideas, concerns, and feedback and incorporate their input into decision-making processes.
• Recognize and appreciate the contributions and well-being of colleagues.
• Exhibits a deep understanding of the luxury hospitality landscape and guest expectations, ensuring that the guest experience consistently exceeds industry standards.
• Maintain product and service quality standards by conducting ongoing evaluations.
• Handle VIP Guests and understand international protocols for government officials and royalty.
• Monitor guest/client feedback, address concerns promptly, and implement improvements to optimize satisfaction.
• Demonstrates a comprehensive understanding of ownership group's investment objectives and formulates strategic business plans that align with those objectives; ensuring preservation and maximization of the hotel’s assets.
• Set high performance standards, lead by example, and drive a culture of continuous improvement and quality across all the hotel.
• Exhibits expertise in sales, marketing, and revenue management, driving the hotel's performance in the luxury hospitality market.
• Maximize financial performance, control costs, and execute marketing and operational activities that produce results meeting or exceeding the hotel's business plan.
• Recognize and reward outstanding performance and celebrate achievements within the organization.
• Support the professional growth and development of colleagues through coaching, mentoring, and providing opportunities for learning.
• Encourage individuals to take on challenging assignments and stretch their capabilities.
• Provide regular feedback and guidance, recognizing achievements and offering constructive suggestions for improvement.
• Create a safe and empowering environment where individuals feel comfortable taking risks, expressing their ideas, and learning from failures.
• As applicable, brings experience in working with labor unions, maintaining constructive relationships and ensuring harmonious teamwork.
• Articulates a clear and comprehensive vision for the hotel, aligning goals and objectives with ownership group's investment strategy.
• Effectively communicates organizational vision, goals, and expectations, fostering a shared sense of purpose and direction among team members.
• Demonstrates adeptness in overseeing renovation projects, maintaining transparency and open communication throughout the process.
• Addresses ambiguity and navigates complex situations with transparency, fostering an environment of clear direction and effective problem-solving.
• Lead with passion and integrity, motivate and inspire others to achieve their best.
• Market plans and ideas successfully, reducing key and complex ideas and messages to clear, memorable, and compelling statements.
• Embodies an entrepreneurial spirit, inspiring innovative thinking and fostering a culture that encourages taking calculated risks.
• Recognizes and rewards outstanding performance, cultivating an atmosphere of achievement and recognition.
• Promotes continuous development and growth, offering resources and guidance to nurture professional skills and talents.
• Champions a "speak-up" culture, creating an environment where diverse opinions are valued, and individual contributions are celebrated.
• Convince others, negotiate, debate, and find win-win solutions.

Qualifications

• Prior experience in a luxury hotel General Manager position.
• Strong educational background with professional qualifications and a continuous learning mindset. 
• Fluent in English.
• Proven track record of building a strong service, and quality culture
• Strong people skills and a track record of fostering positive, inclusive, high-performing cultures.
• Experience in managing owner relations.
• Demonstrated leadership, organizational, and interpersonal skills.
• Strategic thinker with excellent communication and presentation skills.
• Displays a strong entrepreneurial spirit
• Proven commercial capabilities 
• Creative and innovative mindset.
• Ability to collaborate and work in a fast-paced environment.
• Excellent sense of prioritization and time management.
• Professional demeanor and strategic orientation.

Additional Information

Salary range: $340,000 - $390,000 plus bonus and benefits