General Manager

2 weeks ago

Shelter Island, United States Cape Resorts Full time

Department: Executive Office

Position: General Manager

Reports To: Chief Executive Officer

Supervisory Responsibilities: Responsible for the overall direction, coordination, and evaluation of all hotel departments, management, and staff.


Positioning Statement: The Pridwin Hotel is the East End’s preeminent resort destination, located on the waterfront on Shelter Island. Opened in 1927, The Pridwin offers the amenities of a classic 5-star hotel—including spa, restaurant, bar, boating, swimming, tennis, and state-of-the-art technology—while embodying the gentility and traditions of a bygone era. With easy access to the full range of activities, nightlife, and natural beauty that Shelter Island has to offer, The Pridwin’s retreat-like campus lets individuals, couples and families unwind and recharge, while providing the perfect setting for celebrations and focused business gatherings.


Position Overview: Creates and maintains customer-driven hotel with a customer-keeping vision that inspires hotel associates. Directs and coordinates activities of all hotel and resort departments such as food and beverage, operations, and weddings/banquets. Leads and motivates the management team while focusing on the needs of guest service and hospitality. Participates in formulating and administering company policies, directing, and coordinating all department activities to develop and implement long range goals and objectives to meet business and profitability growth strategies.


Primary duties may be described as, but not limited to:

  • Oversee the quality process to ensure customer satisfaction by consistent delivery of both product quality and service in accordance with hotel's profitability goals.
  • Develop, review, update and implement business strategic planning that includes sales, financial performance, and new product/service development.
  • Supervise development of and revision to business plan, budget, and forecasts. Review and approve preparation of related accounting for operations and capex. Make judgments and implement changes to maximize profits.
  • Supervise development of and revision to business plan, annual budget, and annual and monthly forecasts, etc.
  • Perform administrative duties including: reading and writing reports, dictating memoranda and orally communicating with guests, managers, corporate office, local associations, etc. Critically review reports of occupancy, revenue etc.
  • Interview, hire, supervise and counsel department managers in the efficient operation of their respective area(s). Develop, and delegate improvement plans for operation and review performance of management team.
  • Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and approve discipline and all terminations.
  • Communicate both verbally and in writing to provide clear direction to staff.
  • Monitor cost control, property condition, cleanliness and quality of product and service throughout hotel.
  • Greet and maintain rapport with associates and customers.
  • Build, develop and manage sales and customer service team capable of carrying out needed sales and service strategies.


Secondary duties may be described as, but not limited to:

  • Confer with administrative office to review achievements and discuss required changes in goals or objectives resulting from current status and conditions.
  • Participate in community affairs and maintain positive public image for Cape Resorts. Meet with potential and current clients and promote hotel.
  • Physically tour and visually inspect property daily. Oversee the maintenance and propose enhancements to newly renovated physical plant and campus.
  • Appropriately handle associate issues in conjunction with Human Resources following Cape Resorts’ policies.
  • Coordinate with the GM of Baron's Cove as needed to support shared services/amenities, joint marketing efforts, multi-property events/buyouts, etc.
  • Develop and maintain relationships with key local partners, including municipal officials and senior staff of relevant Shelter Island organizations.
  • Leverage/manage onsite staff housing to maximize recruitment/retention of staff.
  • Oversee and direct market research, competitor analysis and customer service and retention monitoring processes and initiatives.
  • Provide leadership and support for the design, development, and implementation of service lines.


Required Knowledge, Skills, Abilities:

  • Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
  • Leadership skills to motivate and develop staff and to ensure accomplishment of goals. Able to set priorities, plan, organize, and delegate.
  • Written, interpersonal, and presentation skills to be concise, well-organized, complete, and clear.
  • Ability to move throughout premises and visually inspect conditions including bending, stooping, and reaching arms overhead.
  • Ability to work effectively under time constraints and deadlines.
  • Ability to travel to various sites on and off hotel property and continuously perform essential job functions.
  • Leadership: a demonstrated ability to lead and train people and get results through others.
  • Management: the ability to organize and manage multiple priorities.
  • Problem analysis and problem resolution at both a strategic and functional level.
  • Technical skills in strategic planning and marketing, business and market development, market research and planning and promotions/advertising—ability to think ahead and plan over a 1-2 year time span.
  • Strong customer orientation.
  • Commitment to company values.


Minimum Qualifications:

  • Bachelor's degree in Business Administration, Hotel Management, Marketing or equivalent combination of education and experience.
  • 8 - 10 years hospitality management experience ideally in two or more departments.
  • Demonstrated ability to create lead and motivate a management team.
  • Excellent communication and organizational skills.
  • Proficient in the Microsoft Office Environment applications.
  • Marketing management within a hospitality environment helpful.
  • Computer proficiency.
  • Familiarity with eastern Long Island's geography, culture, and hospitality a plus.


This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

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