GENERAL MANAGER | PALIHOUSE SANTA MONICA

POSITION PROFILE

We're looking for a friendly, fastidious, and dedicated General Manager at Palihouse Santa Monica. The ideal candidate will expertly oversee the front desk, housekeeping, property maintenance, and overnight teams ensuring a delightful guest experience and our signature trusty service. This dynamic role is ideal for a hospitality-driven individual who understands the 24/7 nature of managing a hotel and enjoys training and managing a nimble team.

ABOUT ARRIVE PALIHOUSE SANTA MONICA

Located on a quiet residential street, and just a short walk from Third Street Promenade, Palihouse Santa Monica is a boutique beach lodge featuring 38 stunning guest rooms, a lush courtyard, and gracious lobby. In continuous operation since 1927, Palihouse Santa Monica (formerly The Embassy Hotel) is an outstanding example of Moorish-influenced Mediterranean Revival Architecture. If you’re passionate about creating genuine connections, thrive in a dynamic hospitality environment, and find joy in elevating guest experiences, we invite you to join our team at Palihouse Santa Monica!

THE TASK AT HAND:

Directing Team Members:

• Ensure that the hotel operates in a way that follows the Company’s unique approach to the community and authentic service-driven hospitality.
• Promote a positive work environment for all employees, ensuring that all employment-related processes comply with local, state and federal regulations.
• Hire, train, supervise, coach and counsel all team members to ensure employee performance consistency, diligent follow-through and accountability.
• Prepare and perform performance management evaluations.
• Guide team members in their jobs and development.
• Drive guest satisfaction by maintaining product and service quality standards, including regular property inspections, ensuring completion of brand and Company training programs and initiating corrective action as necessary.
• Ensure that team members have proper appearance and are wearing their uniforms according to policies and procedures.
• Verify that regular ongoing communication is happening within the departments (e.g., pre-shift briefings, team meetings, etc).
• Maintain adherence to Front Desk, Food & Beverage, Engineering and Operations related manuals.
• Create and ensure all SOP’s, policies, procedures and service standards are followed.
• Set goals and expectations for team members using the performance review process that holds staff accountable for successful performance.
• Accept responsibility for the health, safety and welfare of the hotel guests and employees.
• Respond appropriately in the event of any hotel emergency or safety situation and comply with all local codes and ordinances with a focus on guest and employee safety.
• Communicate follow-up actions to team members as necessary.
• Meet with the Senior Director of Hotel Operations on a regular basis to review staffing requests, morale, disciplinary situations, and hotel employees. Able to aid in the development of existing personnel and assist in the recruitment of new employees.
• Conduct monthly Front Desk Team Meetings as well as weekly meetings with Food & Beverage, Sales & Marketing and Repairs & Maintenance team members.

Managing Guest Experience:

• Continuously strive to improve and maintain guest experiences.
• Review guest feedback with leadership team and verify that appropriate corrective action is taken for both positive and negative reviews.
• Respond to and handles guest problems and complaints.
• Stay visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Facilitate day-to-day creative solutions to address any obstacles in implementing the best guest satisfaction results possible.
• Manage and coach team members on guest recovery and service.
• Achieve quarterly trip Advisor review goals

Property Maintenance & Housekeeping:

• Monitor condition of properties, cleanliness, cost control, and quality of product and service.
• Ensure the hotel is well maintained.
• Conduct comprehensive weekly walk-troughs with housekeeping, housemen and maintenance team members.
• Ensure quality of furniture, fixtures and other items are up to hotel standards.
• Supervise the preventative maintenance and regular scheduled cleaning programs.
• Obtain quotes and resolve repair needs ongoing.
• Manage relationships with suppliers and purveyors.
• Work with the Company’s Design Studio Manager(s) to facilitate ongoing FF&E requirements.
• Drive monthly housekeeping as well as maintenance review meetings.

Property Cost Control & Managing Revenue Goals:

• Monitor Operations performance against budgets.
• Manage property departmental checkbooks on a weekly basis.
• Reviews labor standards on a weekly basis to ensure satisfactory controls are in place.
• Focus on maximizing the financial performance of the department.
• Coach and support Operations team to effectively manage occupancy, rate, wages and controllable expenses.
• Ensure property repairs and upgrades are performed in a cost effective and timely manner.
• Drive monthly cost review meetings with department heads.
• Confer with Controller on an ongoing basis.

Financial Reporting and Owner Relations:

• On a monthly basis, work with the Senior Corporate Director of Operations and the Accounting department to publish monthly financial packs.
• On a monthly basis, represent the property operations team during ownership calls.
• Develop positive owner relationships.
• Support in the development of the annual operating budgets and timely analysis of financial results to verify accurate financial representations on a monthly basis

Food & Beverage:

• Work with the property F&B management teams, to monitor performance against budgets on a weekly basis.
• Oversee the management of F&B departmental checkbooks on a weekly basis.
• Focus on maximizing the financial performance of the department.
• Work with property F&B management teams, as well as with the Director of Restaurants to ensure property repairs and upgrades are performed in a cost effective and timely manner.
• Oversee all Food & Beverage functions to ensure excellent customer service, quality control of products, and to maximize departmental revenue and profits.
• Ensure Food & Beverage team members provide professional, friendly and engaging customer service.
• Ensure all service standards and protocols are being followed for both Front and Back of House staff.
• Ensure any customer concerns are being addressed quickly and professionally.
• Manage all Food & Beverage operations budgets.
• Develop and implement cost-saving and profit-enhancing measures as appropriate.
• Review, prepare, and update forecast as needed
• Assist Events Manager to plan, organize and execute special events.
• Works with the Executive Chef to develop and implement menus and give input on menu items, as appropriate.
• Interview, select, train, counsel, and discipline all Food & Beverage team members and activities.
• Work directly with staff to ensure all Food & Beverage quality, service, and cleanliness standards are strictly adhered to.
• Ensure all opening and closing duties are conducted at the appropriate times and done in an efficient, effective, and timely manner, and done to company standards.
• Host regular Food & Beverage team meetings, in conjunction with other Food & Beverage leadership.

Sales & Marketing:

• Have regular active involvement in the Sales, Marketing and Revenue Management functions, including driving key sales metrics (RevPAR, ADR, Occupancy)
• Work with the Sales & Marketing leadership team to develop effective strategies to address room sales potential.
• Work with Sales & Marketing leadership oversee execution as well as remove any obstacles to success and assure appropriate resources are available to achieve business results.

WHAT WE'RE LOOKING FOR:

• Must possess a positive attitude
• Must be service oriented
• Must be able to multi-task
• Must possess excellent interpersonal, analytical, and managerial organizational skills
• Ability to perform job functions with attention to detail, speed and accuracy.
• Ability to prioritize and organize.
• Be a clear thinker, remaining calm and resolving problems using good judgment.
• Intermediate Microsoft Office skills (Excel, Word); ability to adapt to new technology and systems
• Perform job junctions with attention to detail, speed and accuracy.
• Prioritize, organize, and follow up.
• Be hands-on, with a “roll-up-your-sleeves” attitude
• Be a clear thinker, remaining calm and resolving problems using good judgment.
• Follow directions thoroughly.
• Work with minimal supervision.
• Ability to carry up to 40lbs.
• Ability to walk, stand and bend continuously throughout the day.
• Must be able to stand for long periods of time

WHAT'S IN IT FOR YOU:

• A competitive compensation package including medical, dental, vision, and life insurance.
• 401(k) retirement plan (future you will love this one!)
• Paid time off, holiday pay, and sick pay when you’re under the weather.
• Career advancement in an organization committed to helping star employees thrive.
• There’s also an opportunity to expand your career trajectory as we are a fast-growing company with hotels and restaurants in multiple cities.
• Professional development that sets you up for success across multiple hospitality career paths.
• A collaborative work environment where your creative ideas can come to fruition.
• Amazing employee discounts on hotels and dining across our entire portfolio (18 hotels and more to come!)
• Hands-on training with a nimble team.

Palisociety is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. Palisociety does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state, or local laws.

Privacy Notice:

For information on the California Consumer Privacy Act of 2018 (“CCPA”), California Privacy Rights Act of 2020 (“CPRA”), and other California privacy laws, please go to the Palisociety Careers page at www.palisociety.com and www.arrivehotels.com to view the notice.

For more information, visit www.palisociety.com or follow @palisociety

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For more information, visit www.arrivehotels.com or follow @arrivehotels

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