General Manager

Company Overview

Join Niagara Hospitality's growing management company with properties you can be proud to represent. Niagara Hospitality focuses on large, family-style accommodations and offers our guests space in a more luxurious setting than the available hotels in the area, along with the service and guidance on activities that make the Niagara Falls region special. We are actively growing our portfolio of professionally managed vacation rental homes serving leisure and group travelers to Niagara Falls, NY. Our priority is to create superior stay experiences for our guests that exceed all expectations and to provide a high level of service. Every team member is a big part of accomplishing our goals and continuing to lead as the premier and single largest provider of vacation rental homes in Niagara Falls, NY. You'll fit right in here if you're curious, entrepreneurial, and thrive in a rapid-growth environment.

Position Summary

Do you take pride in your work? Do you want to make families' vacation dreams come true? We are looking for a results-driven and detail-oriented General Manager to lead the day-to-day operations of our short-term rental portfolio. The right candidate has an instinctive ability to recognize, retain, and respect the talent within the organization and helps guide employees and contractors to reach their full potential through support and mentorship. We are looking for a hard-working professional who has chosen hospitality as a career and is interested in personal growth and advancement with us.

The General Manager owns the guest experience, the property portfolio, the front-line team, and the operational P&L. This person makes sure that every home is rent-ready, every guest is taken care of, every owner relationship is strong, and that the company hits its revenue, occupancy, and margin goals across a multi-channel short-term rental business.

Responsibilities

Property Portfolio & Operations

• Develop deep familiarity with every property in the portfolio — proactively communicate and become the subject matter expert on those properties, ensuring they are clean, maintained, and well cared for.
• Oversee daily operations and make adjustments as necessary, ensuring the organization is consistently "rowing" together in the same direction.
• Conduct regular property inspections prior to guest arrivals; perform occasional hands-on maintenance duties as needed.
• Maintain consistency with management company and brand standards across every unit and every stay.
• Maintain company inventory and assets through a planned preventive maintenance program.
• Manage a budget for the portfolio adhering to set annual costs, with the ability to perform a cost-benefit analysis on operational decisions, capital projects, and new contracts.

Guest Experience

• Strive to handle all guest issues and concerns directly, limiting transfers to other departments in order to maximize the guest experience through one-call resolution.
• Support the team with escalated guest concerns by responding to emails, calls, and tickets in a timely, professional manner.
• Drive consistently high guest review scores across Airbnb, Vrbo, Booking.com, and direct bookings; review feedback for patterns and turn them into operational improvements.
• Create new service and package options for guests that increase revenue per stay (early check-in, late check-out, mid-stay cleans, welcome baskets, activity bundles, etc.).

Revenue & Channel Management

• Partner with ownership on pricing strategy across the portfolio — monitor occupancy, average daily rate (ADR), and revenue per available rental (RevPAR), and adjust rates for demand, competition, seasonality, and local Niagara Falls events.
• Oversee distribution across online travel agencies (Airbnb, Vrbo, Booking.com, Expedia) and the company's direct booking channel; ensure listings, photos, descriptions, and calendars are accurate and competitive.
• Responsible for creating, reviewing, and approving longer-term leases that are executed during the off-season vacation market.

Team Leadership & Development

• Train and develop team members to maintain a high level of professionalism in all aspects of hotel and vacation rental operations.
• Recognize, retain, and develop talent; provide coaching, performance feedback, and a clear path for advancement.
• Effectively resolve issues — must be comfortable with conflict, addressing issues, and solving problems in a practical and healthy manner.
• Lead a hands-on, supportive culture that puts the guest and the team first.

Vendor & Partner Management

• Cultivate and manage healthy relationships with strategic partners and vendors (housekeeping, maintenance, landscaping, linen, supply, activity partners, etc.).
• Negotiate vendor contracts, monitor service quality, and hold partners accountable to standards and SLAs.

Compliance & Safety

• Ensure properties comply with applicable City of Niagara Falls, Niagara County, and New York State short-term rental, lodging, and safety regulations, including permits, registrations, and occupancy/lodging tax remittance (in partnership with the Lead Accountant).
• Inspect and adhere to safety and sanitation guidelines across the portfolio; document compliance and remediate issues quickly.

Administrative Duties

• Set and meet goals for service, operations, and financial results.
• Maintain excellent customer service standards.
• Maintain property and equipment.
• Inspect and adhere to safety and sanitation guidelines.

Minimum Requirements

• Minimum of 4 years of lodging industry experience required as a Room Division Manager, Assistant General Manager, Operations Manager, or in management experience in a related industry.
• Ability to work a flexible schedule that will include weekends, holidays, and overnight (when necessary).
• Ability to be on-call.
• Proficiency with office technology and common computer applications.
• Positive, consistent, and effective communicator.
• Supportive, hands-on management style.
• Experience leading high-performance teams within the hospitality / lodging market strongly preferred.
• Prior housekeeping experience a plus.
• Familiarity with short-term rental / vacation rental platforms (Airbnb, Vrbo, Booking.com) and PMS/channel manager tools (Guesty, Hostaway, OwnerRez, Streamline, Track, Lodgify, iGMS) a plus.

Education

• Associate's degree required.
• BS/BA preferred.

What Success Looks Like in the First Year

• First 30 days: know every property cold; have personally walked every unit; establish a daily/weekly operating rhythm with the team; identify the top three operational gaps and present a remediation plan to ownership.
• Three months: measurable improvement in guest review scores, response time, and turn quality; SOPs documented for housekeeping, maintenance, and guest communication; preventive maintenance program in place.
• Six months: the portfolio is hitting its revenue, occupancy, and ADR targets; the team is stable, trained, and developing; owners and partners describe Niagara Hospitality as their best operating partner in the region.

Compensation

$60,000 – $80,000 per year, depending on experience.

How to Apply

Submit your resume and a brief cover letter describing your hospitality leadership experience.

Niagara Hospitality is an equal-opportunity employer.