As the Falling Rock Hotel Manager, you will lead the daily operations of Nemacolin's Forbes Five-Star boutique hotel, ensuring every guest experience reflects the highest standards of luxury hospitality. You will oversee Housekeeping, Guest Services, Pre-Arrival Concierge, the Indulgence Desk, and collaborate with Food & Beverage to deliver seamless service, operational excellence, and exceptional team performance. This leadership role combines guest experience, operational oversight, financial accountability, and team development while maintaining the precision, discretion, and service excellence expected within a Forbes Five-Star environment.
What You Will Create- You will deliver exceptional guest experiences by ensuring personalized, Forbes Five-Star service standards are consistently achieved throughout every stage of the guest journey.
- You will provide executive oversight of the daily operations for Housekeeping, including room attendants, public space attendants, and turndown services, ensuring guest rooms and public areas are maintained to impeccable luxury standards.
- You will lead the daily operations of the Pre-Arrival Concierge and Indulgence Desk, ensuring seamless guest communication, personalized service, and efficient operational execution.
- You will partner with Food & Beverage leadership to support exceptional guest service experiences throughout Falling Rock.
- You will maintain the hotel's presentation at Forbes Five-Star standards by ensuring cleanliness, organization, and attention to detail throughout the property.
- You will perform administrative responsibilities that support efficient department operations, including scheduling, NovaTime edits, payroll monitoring, purchase order management, and departmental financial documentation.
- You will provide operational support by working Indulgence Desk and Guest Room Dining shifts when business demands require.
- You will maintain current knowledge of resort operations, amenities, memberships, Forbes standards, property offerings, and guest services to confidently support guests and associates.
- You will train, mentor, and provide ongoing guidance to Housekeeping, Pre-Arrival Concierge, Indulgence Desk, and Aqueous Restaurant associates to strengthen service consistency and operational excellence.
- You will foster a collaborative, high-performing culture by encouraging teamwork, recognizing performance, and promoting accountability throughout your departments.
- You will cultivate positive relationships with guests and associates by actively listening, resolving concerns professionally, and maintaining an open-door approach that encourages communication and engagement.
- You will participate in lodging meetings, operations meetings, and the Manager on Duty (MOD) program while collaborating across departments to support resort-wide objectives.
- You will maintain proficiency with HOST, point-of-sale systems, phone systems, and other operational technology required to support efficient service delivery.
- You will communicate professionally and effectively, both verbally and in writing, with guests, leaders, and associates across all levels of the organization.
- You will safeguard confidential information while demonstrating professionalism, sound judgment, and discretion in all aspects of your role.
What You Can Expect- A fast-paced luxury hospitality environment focused on Forbes Five-Star service excellence
- Leadership responsibility across multiple operational departments and guest-facing teams
- Regular collaboration with resort leadership and cross-functional departments
- Participation in the Manager on Duty rotation and operational meetings
- A schedule that includes evenings, weekends, and holidays based on business needs
- Active involvement in guest interactions, service recovery, and operational decision-making
- Administrative, financial, and team leadership responsibilities
- Opportunities to expand leadership capabilities within a luxury resort environment
What You Bring- A passion for creating exceptional luxury guest experiences
- Professional presence with outstanding interpersonal and communication skills
- Strong leadership that motivates, coaches, and develops high-performing teams
- Sound judgment and confidence when resolving guest and associate concerns
- Excellent organizational, time management, and multitasking abilities
- Financial awareness and attention to operational detail
- Adaptability in a dynamic hospitality environment
- Commitment to maintaining confidentiality, professionalism, and service excellence
- Strong technical aptitude and willingness to remain current with operational systems and processes
Qualifications- Bachelor's degree preferred, or an equivalent combination of education and experience
- Minimum of six years of supervisory or management experience within hospitality or a related industry
- Eight years of hospitality experience preferred
- Previous Forbes Five-Star experience preferred
- Comprehensive working knowledge of the HOST system
- Ability to communicate fluently in English
- Ability to work flexible schedules, including evenings, weekends, and holidays
- Proficiency with point-of-sale systems, phone systems, and other operational technology
Additional InformationThis job description is not intended to be a comprehensive list of all duties, responsibilities, or activities. Responsibilities may change or be assigned as needed to support operational and guest service standards.
