General Manager

General Manager Job Description

Location: Anguilla, British West Indies

Altamer is a luxury villa property on the West End of Anguilla. The property has two large beachfront villas that are currently available for rental, plus a smaller villa that can be booked on its own or as an addition to the larger villas. The property has a reception building and dual tennis/ basketball courts in addition to the rentable villas. It also has a third large beachfront villa, that has yet to be fully restored for rental, and a small beachfront building that was formerly a restaurant. Also noteworthy is that construction will begin on an adjacent marina project this year. 

Altamer is looking for an experienced General Manager with solid leadership abilities who will play a pivotal role in overseeing and managing all aspects of the resort’s operations. The includes ensuring exceptional guest experiences, maintaining high standards of service, managing staff, and managing + optimizing financial performance. The role requires strong leadership skills, exceptional organizational abilities, financial skills, and the ability to navigate challenges within a dynamic hospitality environment. The ideal candidate is passionate about the guest experience, a true leader who can motivate and inspire staff, and can operate within budget and to luxury hospitality quality standards. This position will report to Natalie Diaz, the New York-based Asset Manager that works for the property’s owner.

Responsibilities 

The key responsibilities and tasks associated with this role include but are not limited to:

Leadership and Staff Management

• Provide strong leadership, direction, and motivation to all resort staff, fostering a positive and productive work environment.
• Recruit, hire, train, and supervise both permanent and part-time/ temporary resort staff across various departments, including front desk, butlers, housekeeping, maintenance, food and beverage, chefs, and concierge services.
• Conduct regular performance evaluations, provide feedback, and implement training projects to enhance staff skills and performance.
• Address staff issues and conflicts promptly and effectively, fostering a culture of teamwork and mutual respect.
• Review guest feedback, guest survey results, and other data to identify areas of improvement with team members and service offerings at large.
• Recognize positive staff performance through praise and incentives.

Guest Experience and Satisfaction

• Promote a culture of excellence in guest care and a desire to exceed guest expectations. 
• Ensure exceptional guest experiences by maintaining high standards of service and hospitality throughout all guest interactions. 
• Oversee the check-in/ check-out process, ensuring efficiency, accuracy, transparency, and professional communication with guests.
• Interface with guests regularly to obtain feedback on the quality of product, service levels, and overall satisfaction. 
• Respond promptly and effectively to guest inquiries, concerns, and complaints, taking appropriate action to resolve issues and exceed guest expectations. 
• Implement initiatives to enhance guest satisfaction and loyalty, such as special events, promotions, and personalized services.
• Work with staff to plan and execute custom concierge activity for all bookings.

Operations Management 

• Develop and implement operational policies, procedures, and standards to optimize efficiency, quality, and guest satisfaction that are reflective of current 5-star luxury hospitality expectations and standards.
• Oversee daily operations, including housekeeping, butlers, maintenance, food and beverage service, recreational activities, and security.
• Collaborate with staff to identify areas for improvement and implement strategies to enhance overall resort operations.
• Stay up to date with industry trends and best practices to drive innovation and continuous improvement.
• Liaise with marina development team.

Property Maintenance and Safety

• Ensure the property’s facilities, grounds, and amenities are well-maintained and meet guest expectations and safety standards.
• Coordinate regular inspections and maintenance schedules for all equipment, facilities, and infrastructure.
• Manage building needs and challenges as they arise, balancing cost-effectiveness and long-term health of the buildings.
• Implement and enforce safety protocols and emergency procedures to protect guests, staff, and facilities from potential hazards, including annual protections during hurricane season. 

Fiscal Responsibility

• Manage all aspects of annual operating budget and expenses, including cost analysis and mitigation efforts. 
• Develop and implement strategies to achieve financial targets and improve overall property financial performance and profitability, including optimizing operational efficiency. 
• Work with ownership team to drive sales through innovative marketing and customer engagement strategies.
• Continuously survey market to help determine completion and real-time pricing.

Community and Stakeholder Relations:

• Build and maintain positive relationships with local community stakeholders, government agencies, and regulatory bodies.
• Represent the property at community events, networking functions, and industry associations to enhance visibility and reputation. 
• Develop and implement local sales strategy on island, including awareness campaigns, engagement of key potential partners and stakeholders that may drive revenue such as restaurant owners, boat operators, the Anguilla Tourist Board, and more.
• Collaborate with owners to align operational goals with broader strategic objectives. 
• Other duties as assigned.

Note: This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, duties, skills, or qualifications required.

Qualifications

• Applicants must have a minimum of 3 years’ experience as a General Manager or equivalent in a luxury property setting. Priority will be given to candidates with 5+  years of experience. 
• Bachelor’s degree in hospitality management, business administration, or related field is strongly preferred.
• Proven track record in leadership of staff, guest service results, and fiscal management of resort operations.
• Strong leadership abilities with experience in team management.
• Excellent communication, interpersonal, and relationship-building skills to effectively interact with staff, guests, and other stakeholders.
• Experience establishing five-star service standards in the luxury market.
• Excellent organizational and problem-solving abilities.
• Knowledge of relevant regulations, safety standards, and industry best practices.
• Flexibility to work irregular hours, including evenings, weekends, and holidays.
• Certification in hospitality management or related areas (an advantage). 
• The right candidate must be passionate about hospitality and want to work with an agile, small team on a growing property. 

Benefits

• Competitive salary commensurate with experience.
• Health insurance options.
• Paid time off and vacation benefits.
• Opportunities for professional development and advancement.