General Manager

Description

About the Opportunity

Crescent Hotels & Resorts is seeking an accomplished, sophisticated, and visionary hospitality leader to serve as General Manager of NH Collection New York Madison Avenue.

Located in the heart of Midtown Manhattan, NH Collection New York Madison Avenue is a refined luxury lifestyle hotel that seamlessly blends New York City's historic character with contemporary European elegance. Positioned just steps from Grand Central Terminal, Bryant Park, Fifth Avenue, and the Empire State Building, the hotel offers an intimate and elevated guest experience for discerning business and leisure travelers from around the globe.

As the flagship NH Collection property in North America, this hotel represents an important opportunity to further establish and elevate the brand's presence within one of the world's most competitive hospitality markets. We are seeking a leader who understands luxury beyond service standards—someone who can create emotional connections, inspire exceptional teams, and curate memorable experiences that embody both the spirit of New York City and the global sophistication of the NH Collection and Minor Hotels brands.

The General Manager will be responsible for all aspects of hotel performance, guest satisfaction, associate engagement, and financial success while serving as the face of the hotel to guests, associates, ownership, brand leadership, and the local community.

For the right leader, this represents a rare opportunity to oversee a distinguished Manhattan luxury hotel while joining Crescent Hotels & Resorts, one of the hospitality industry's premier management companies.

What We Offer

• Competitive executive compensation package
• Annual incentive plan eligibility
• Comprehensive benefits package for eligible associates and family members
• 401(k) program with company match
• Travel discounts at Crescent-managed properties throughout North America
• Career advancement opportunities with a leading hospitality management company
• Opportunity to lead a flagship luxury lifestyle hotel in the heart of New York City
• Exposure to an internationally recognized luxury brand with global growth ambitions

Key Responsibilities

Operational Excellence & Brand Integrity

• Establish and sustain a culture of Forbes Five-Star service excellence, ensuring every guest interaction is delivered with grace, precision, warmth, and authenticity.
• Serve as the guardian of the NH Collection and Minor Hotels brand standards while creating a distinctive sense of place that reflects the energy, culture, and sophistication of New York City.
• Curate exceptional guest journeys, service rituals, and operational experiences that elevate the property's luxury positioning and drive guest loyalty.
• Maintain exceptional standards of quality, cleanliness, product maintenance, and service delivery throughout all areas of the hotel.
• Lead all operational disciplines to ensure seamless execution and a consistently elevated guest experience.

Commercial & Financial Leadership

• Drive hotel performance through disciplined management of revenue, profitability, NOI, EBITDA flow-through, and long-term asset value enhancement.
• Partner closely with Revenue Management, Sales, Marketing, and Operations leaders to maximize market share, optimize pricing strategy, and strengthen the hotel's position within the luxury hospitality segment.
• Develop strategies to attract and retain a strong mix of domestic and international travelers while leveraging the strength of the NH Collection global customer base.
• Analyze financial and operational performance data to identify opportunities and implement initiatives that improve profitability and operational efficiency.
• Provide transparent communication, thoughtful reporting, and strategic recommendations to ownership, asset management, and brand stakeholders.

People & Culture

• Recruit, inspire, develop, and retain a world-class team while fostering a culture of excellence, accountability, and continuous improvement.
• Instill pride, refinement, and service excellence at every level of the organization.
• Foster an environment of integrity, mentorship, and empowerment where associates embrace anticipatory luxury service.
• Create collaborative synergy across operations, food and beverage, commercial disciplines, and guest experience teams.
• Effectively lead within a union environment while building trust, transparency, and productive relationships with associates and labor representatives.
• Partner closely with Human Resources to support associate engagement, succession planning, talent development, and compliance initiatives.

Guest & Community Engagement

• Serve as the ambassador of the hotel, representing the property within the local community and luxury hospitality marketplace.
• Cultivate relationships with cultural institutions, luxury travel partners, tastemakers, community leaders, and key business stakeholders.
• Position the hotel as a sophisticated destination for travelers seeking authentic and elevated New York City experiences.
• Ensure guests receive highly personalized service experiences that celebrate both the hotel's identity and the authenticity of its surroundings.
• Champion sustainability, wellness, and contemporary luxury initiatives that align with the evolving expectations of global travelers.

Qualifications

• Minimum of 5 years of General Manager experience within a luxury hotel, lifestyle hotel, or flagship urban hospitality environment.
• Proven success leading upper-upscale or luxury properties in highly competitive gateway markets.
• Demonstrated expertise overseeing both Rooms Division and Food & Beverage operations.
• Strong understanding of luxury hospitality standards, including Forbes Travel Guide and LQA service expectations.
• Proven success driving NOI, TRevPAR, EBITDA performance, guest satisfaction, and long-term asset value.
• Deep knowledge of the New York City hospitality market, including labor relations, compliance requirements, and competitive dynamics.
• Previous union leadership experience required.
• Exceptional leadership presence with the ability to inspire associates, engage ownership groups, and build trust with discerning guests.
• Strong financial acumen with expertise in budgeting, forecasting, revenue management, and asset stewardship.
• Ability to create and execute immersive guest experiences and experiential programming that strengthen market positioning.
• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
• Fluency in Spanish preferred.

Why Join Crescent Hotels & Resorts?

At Crescent Hotels & Resorts, we believe extraordinary guest experiences begin with extraordinary leadership. We empower our General Managers to think strategically, lead authentically, and create environments where associates, guests, owners, and brands thrive.

This is an opportunity to lead the flagship NH Collection property in North America, shape its continued evolution within one of the world's most influential hospitality markets, and leave a lasting mark on a hotel defined by luxury, culture, and exceptional service.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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