POSITION: Xperience Manager (General Manager) REPORTS TO: Xperience Director (Director of Operations) MINIMUM REQUIREMENTS: High School Diploma or higher, and either 3 years of hotel operations experience with a minimum of 2 years at the management level, OR successful completion of the Concept Hotels’ Xperience Manager Training Program. Must be a strong leader, self-motivator, and team builder. OPTIMAL REQUIREMENTS: 4-year College Degree plus all minimum requirements SCHEDULE REQUIREMENTS: Must be willing to work 50+ hours per week (minimum 5 days per week) and be available by telephone during off-hours for emergencies.
SUMMARY / OBJECTIVE
The Xperience Manager is responsible for all aspects of hotel operations. This role leads the hotel’s management team and entire staff to ensure profitability, operational excellence, and guest satisfaction. Serving as a brand ambassador, the Xperience Manager provides strategic leadership across all departments to support our service culture, maximize performance, and maintain close collaboration with hotel owners and key stakeholders.
GENERAL RESPONSIBILITIES
- Lead overall hotel operations to drive revenue, maximize profitability, and ensure high quality standards.
- Ensure all operational decisions align with the best interests of guests, staff, ownership, and Concept management.
Guest Experience Management
- Champion the hotel’s unique concept across product, people, and brand vibe.
- Optimize guest experience standards and maintain high visibility throughout the property.
- Manage guest feedback and oversee service recovery procedures.
- Handle key corporate accounts and participate in new client acquisition alongside the sales team.
- Lead property-level initiatives, including capital projects, customer service enhancements, and refurbishments.
- Safeguard operational quality and drive continuous improvement via XD Reviews.
- Maintain comprehensive knowledge of local competitors and industry trends.
- Ensure all property equipment and facilities remain in good working condition.
Associate Experience Management
- Motivate and manage associates to achieve financial goals, guest satisfaction, and team engagement.
- Provide dynamic leadership and serve as the final decision-maker in hotel hiring and staffing.
- Drive staff development, career progression, and timely performance reviews.
- Oversee department heads, holding regular daily briefings and cross-departmental meetings.
- Assist with procurement, operating equipment, and third-party vendor management.
- Enforce full compliance with SOPs, operating controls, service standards, and safety/emergency protocols.
Stakeholder & Financial Management
- Develop and execute annual Operating, Sales & Marketing, HR, and Capital Expenditure plans and budgets.
- Send daily summary emails detailing key accomplishments to the Xperience Director or immediate supervisor.
- Monitor daily business reports and manage monthly P&L outlooks (Rooms, F&B, Maintenance, Utilities, Admin & General).
- Develop cost-saving strategies and present quarterly financial performance reviews to owners and stakeholders.
- Ensure compliance with the Occupational Health & Safety Act, fire regulations, and all legal requirements.
- Maximize room yield and hotel revenue through strategic sales and yield management.
ASSOCIATE APPRECIATION & PERKS
- Real-Time Recognition & "Standing Ovation": Digital shout-outs through ADP Connect to celebrate team members performing "above-script" or delivering exceptional guest experiences.
- Quarterly Superstars Celebration: Dedicated quarterly appreciation lunches and celebrations recognizing top performers.
- Spotlight on the Star (Birthday Bonus): Personalized birthday celebrations, including a tenure-based monetary bonus ($50/year for Full-Time, $25/year for Part-Time).
- Holiday Spirit & Gift Cards: Annual holiday appreciation lunches and end-of-year Christmas gift cards ($75 for hourly team members).
- Departmental Appreciation: Dedicated celebrations and perks during special recognition weeks, including International Housekeeping Week.
- Team Spirit & Brand Swag: Annual strategic swag budget to build brand pride and foster a unified culture.
- Employee, Friends & Family Travel Perk: Eligible for two-night discounted hotel stays ($49/night + tax) annually across company properties for employees or designated friends and family.
- Generous Employee Referral Program: Cash bonuses for referring new talent - $300 for hourly roles and $500 for salaried roles (paid out at 90 and 180 days).