Hotel Manager

The Opportunity

The Hotel Manager plays a pivotal role in launching the Raffles brand in Boston and redefining luxury hospitality in Back Bay. Reporting directly to the General Manager, this role provides strategic leadership and operational oversight across the hotel, ensuring seamless operations, inspired teams, and extraordinary guest and residential experiences.

As a visible and trusted leader, the Hotel Manager partners closely with ownership and the Executive Committee to exceed guest expectations, drive operational performance, and ensure the long‑term success of the property. This role directly oversees core operating divisions including Food & Beverage, Culinary, Rooms, Residences, Metropolis, Engineering, and Security, fostering collaboration and consistency across all touchpoints.

What You Will Do

Leadership Presence & Brand Stewardship

• Serves as a visible, confident, and refined leader whose daily presence in the hotel and residences strengthens engagement with guests, residents, and colleagues.
• Sets a clear standard for luxury service through hands‑on leadership, emotional intelligence, and authentic personal connection.
• Acts as a trusted brand ambassador, consistently representing Raffles Boston with sophistication, credibility, and impeccable judgment in all internal and external forums.
• Must possess and naturally exude a strong sense of style, polish, and discretion reflective of an ultra‑luxury flagship property.

Operational Performance & Strategic Execution

• Demonstrates a proven track record of driving disciplined operational execution across Rooms, Food & Beverage, Culinary, and mixed‑use environments.
• Partners closely with the General Manager and Executive Committee to translate strategic priorities into clear operating goals, structured action plans, and measurable outcomes.
• Establishes strong governance, cadence, and accountability to support achievement of RPS, LQA, Forbes Travel Guide, and other luxury benchmarking goals, ensuring standards are understood, embedded, and consistently delivered.
• Leads the development and execution of cross‑departmental action plans aligned to audit results, guest feedback, and brand measures, driving continuous improvement throughout the calendar year—not solely during evaluation periods.
• Maintains deep understanding of Forbes and LQA criteria, ensuring leaders are equipped, trained, and held accountable for performance against defined standards.
• Strong command of financial drivers, including forecasting, budgeting, productivity, and cost control across complex, multi‑department operations.
• Accountable for the timely and accurate preparation of Rooms and Food & Beverage forecasts, with the ability to interpret trends, anticipate risks, and adjust course proactively.
• Provides disciplined oversight of staffing levels, productivity metrics, and operational KPIs to optimize both service delivery and financial performance.
• Brings proven project management and renovation experience required to navigate both short‑term operational initiatives and long‑range capital plans.
• Comfortable operating within a high‑touch ownership environment, maintaining transparency and credibility through consistent communication and follow‑through.
• Ensures the General Manager is fully informed of material performance risks, opportunities, and progress against strategic and brand objectives.

Culture, Talent & Engagement

• Emotionally intelligent leader with the ability to connect authentically with colleagues at all levels, fostering trust, loyalty, and high engagement.
• Strong culture carrier with a hands‑on leadership style that balances warmth with accountability.
• Establishes clear structure, cadence, and ownership to translate engagement survey insights into actionable plans, measurable outcomes, and visible progress throughout the calendar year.
• Partners closely with People & Culture and operational leaders to prioritize, implement, and track engagement initiatives that strengthen morale, retention, and performance.
• Demonstrates the ability to maintain momentum beyond survey cycles by embedding engagement priorities into daily leadership behaviors, departmental goals, and performance discussions.
• Leads, mentors, and develops senior leaders and department heads, strengthening succession pipelines and long‑term organizational capability.
• Guides teams through change and complexity with composure, clarity, and empathy, ensuring consistency of communication and alignment.
• Actively supports hiring, onboarding, and development of operational leadership to ensure cultural fit, leadership readiness, and sustained engagement.
• Sustains high energy, connection, and a sense of purpose across the organization in a competitive luxury labor market.

Guest Experience, Safety & Brand Standards

• Takes personal ownership of the end‑to‑end guest and resident experience, ensuring service recovery is handled with urgency, discretion, and genuine care.
• Demonstrates an unwavering commitment to challenging the status quo—consistently questioning how service can be more intuitive, seamless, and emotionally resonant.
• Actively seeks, tests, and implements innovative approaches to guest service delivery that elevate personalization, efficiency, and moments of magic without compromising brand integrity.
• Leads with curiosity and ambition, setting expectations that teams continuously push beyond prescribed standards toward exceptional, memorable experiences.
• Maintains a deep understanding of luxury brand standards, SOPs, and evaluation criteria, while inspiring teams to view compliance as a foundation—not a ceiling.
• Analyzes guest feedback, quality metrics, and audit results to drive structured improvement plans and sustained excellence throughout the year.
• Partners cross‑functionally to ensure consistency of product, service flow, and storytelling across all guest touchpoints.
• Maintains active oversight of health, safety, security, and emergency preparedness, ensuring a safe, compliant, and confidently operated environment at all times.
• Ensures brand standards are upheld with precision while encouraging thoughtful evolution that reflects guest expectations, cultural relevance, and modern luxury sensibilities.