Hotel / General Manager

Position Summary

The General Manager is responsible for leading the overall operations of a Starr Club location, ensuring exceptional member experiences, operational excellence, financial performance, and team leadership. This role oversees all departments, drives business growth, maintains brand standards, and creates a positive, high-performing culture aligned with Starr Club's mission and values.

Key Responsibilities

• Operations ManagementOversee the day-to-day operations of the club.
• Ensure the facility is clean, safe, and maintained to the highest standards.
• Develop and implement operational policies and procedures.
• Monitor service quality and resolve member concerns promptly.
• Ensure compliance with all company policies and applicable regulations.

Leadership & Team Management

• Recruit, hire, train, coach, and develop department managers and staff.
• Foster a culture of accountability, teamwork, and continuous improvement.
• Conduct regular performance evaluations and provide constructive feedback.
• Schedule staff effectively to meet operational needs.
• Lead by example with professionalism and integrity.

Member Experience

• Deliver an exceptional and consistent member experience.
• Build strong relationships with members and guests.
• Address feedback and complaints in a timely and professional manner.
• Promote a welcoming, inclusive, and service-oriented environment.

Financial Management

• Prepare and manage operating budgets.
• Monitor revenue, expenses, payroll, and profitability.
• Identify opportunities to increase revenue and improve operational efficiency.
• Analyze financial reports and implement corrective actions when needed.
• Achieve or exceed financial and operational KPIs.

Sales & Business Development

• Support membership growth and retention initiatives.
• Partner with marketing teams on local promotions and community engagement.
• Develop relationships with local businesses and organizations.
• Identify opportunities for new revenue streams and events.

Qualifications

• Bachelor's degree in Business Administration, Hospitality Management, Sports Management, or a related field (preferred).
• 3+ years of management experience, preferably in hospitality, clubs, fitness, recreation, entertainment, or customer service.
• Proven experience managing teams, budgets, and business operations.
• Strong leadership and decision-making abilities.
• Excellent communication and interpersonal skills.
• Financial acumen with experience managing P&L performance.
• Strong organizational and problem-solving skills.
• Proficiency in Microsoft Office and business management software.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Key Competencies

• Leadership and people development
• Strategic thinking
• Customer service excellence
• Business and financial management
• Operational excellence
• Conflict resolution
• Communication and relationship building
• Planning and organization
• Adaptability
• Results-oriented mindset

Key Performance Indicators (KPIs)

• Revenue growth
• Profitability and budget adherence
• Membership growth and retention
• Member satisfaction scores
• Employee engagement and retention
• Operational compliance
• Service quality standards
• Safety and incident management
• Achievement of club performance goals