General Manager
3 days ago
West Palm Beach
YESTERDAY TOMORROW Built in 1938 under the architectural genius of Belford Shoumate, BIBA is one of the few remaining early 20th century hotels. In the center of the historic El Cid neighborhood, Hotel BIBA is a storied icon of West Palm’s diverse culture. Listed on the Historic Register, BIBA is being reinvented as a curated oasis for discerning local and international guests who share a love for West Palm Beach. THE ROLE — AT A GLANCE The General Manager is the operational and membership leader of BIBA — responsible for the daily execution, service standards, and overall experience of every resident, member, and guest who walks through the door. This role carries two equally important mandates. The first is the seamless operation — 24 boutique rooms, housekeeping, engineering, security, public areas, and third-party services. The second is the leadership of the BIBA membership function — building and sustaining a membership community that is engaged, loyal, and growing. The General Manager is an active, visible, and deeply present leader. CORE PURPOSE To deliver a seamless, personal, and memorable experience for every resident, member, and guest — while building an engaged and growing membership community and a high-performing team that lives the BIBA standards every day. BIBA CULTURE • Fully embrace the BIBA Mission and Values, • Lead by example — visible, gracious, polished, and present, • Set the emotional and service tone across BIBA, • Treat the club as a home — for members, residents, and the team alike THE BIBA LANDSCAPE The General Manager oversees the full BIBA operation environment across two interconnected areas: BIBA Home — Hotel Operations • 24 boutique guest rooms and suites, • Housekeeping — guest rooms, public areas, and laundry operations, • Engineering and Facilities — preventive maintenance, life safety, and asset protection, • Security — property safety and guest assurance, • Membership sales, onboarding, and retention, • Member relations, intelligence, and experience, • PeopleVine — membership platform ownership and data integrity, • Member events, communications, and engagement programming KEY RESPONSIBILITIES HOTEL OPERATIONS AND RESIDENT EXPERIENCE • Oversee the full hotel operations: rooms, housekeeping, engineering, security, public areas, valet, and the BIBA team, • Ensure arrival, stay, and departure experiences are personal for every resident, • Resolve resident concerns from start to finish — own it, act on it, close it MEMBERSHIP — SALES, RELATIONS AND RETENTION Membership is the heartbeat of BIBA. The General Manager is responsible for sustaining and growing a membership community that is engaged. • Lead the membership sales process from initial enquiry through to onboarding — ensuring every prospective member experience BIBA at its best, • Build and manage a structured membership pipeline, • Own member retention, • Know every member — their preferences, patterns, occasions, guests, and expectations, • Ensure member profiles in People Vine are complete and current, • Develop and deliver a member communications and engagement calendar —relevant, and reflective of the BIBA culture, • Handle all member concerns personally, • Report on membership performance monthly — total membership, new members, renewals, lapsed members, engagement, and revenue PEOPLVINE — MEMBERSHIP PLATFORM • Own People Vine as the operational system of record for all membership activity, • Ensure all modules are correctly configured: membership tiers, billing, communications, event registration, and reporting, • Maintain data integrity across all member profiles — complete, accurate, and enriched, • Ensure every team member who interacts with People Vine is trained appropriately ROOM REVENUE AND BUSINESS PERFORMANCE • Drive direct room revenue and optimise occupancy, • Support conversion of guests into members and encourage member-driven bookings, • Build, manage, and live by the approved budget and profit and loss, • Forecast accurately and adjust strategies as conditions evolve, • Monitor key performance indicators tied to satisfaction, repeat business and revenue SYSTEMS, PROCESS AND INTEGRATION • Oversee the setup, integration, and ongoing management of all core systems:, • People Vine — Membership platform, • Opera / Mews — Property management system, • Toast | Simphony — Point of sale, • SevenRooms — Reservations and guest management, • Ensure system accuracy, data integrity, and process discipline across all platforms, • Partner with Finance, Food and Beverage, Events on system alignment and reporting ENGINEERING, SECURITY AND PROPERTY CARE • Oversee engineering and security functions, • Ensure the safety, security, and proper maintenance of the property at all times, • Manage exterior presentation and landscaping within the property boundaries, • Coordinate preventative maintenance and long-term asset planning FINANCIAL DISCIPLINE • Build and manage the Rooms, Operations, and Membership budgets and forecasts, • Maintain disciplined control of labour, Operations expenses, and departmental costs, • Partner with Finance and senior leaders on performance reviews and forecasting, • Identify Operations efficiencies without compromising the member or resident experience PRE-OPENING, OPENING AND POST-OPENING OPERA / MEWSTIONS • Play a critical role in pre-opening planning, strategy, and execution across hotel and membership functions, • Be fully hands-on during opening — present, adaptable, and solutions-driven, • Oversee post-opening evaluations, post-mortems, and corrective action plans, • Continuously elevate systems, standards, and experiences as the club evolves SENIOR LEADERSHIP AND EXECUTIVE CONTRIBUTION • Actively participate as a member of the Senior Leadership and Executive Team, • Contribute to strategic planning, forecasting, and decision-making, • Represent the voice of the member and the resident at the leadership table, • Be visibly present across all Operations hours and, most importantly, be accessible TEAM LEADERSHIP AND CULTURE • Build, recruit, and develop the hotel Operations and membership teams, • Set clear expectations, service standards, and performance goals across all areas, • Foster engagement, pride, and ownership at every level, • Support ongoing training, development, and career growth for every team member, • Create a collaborative, hands-on environment that reflects the BIBA culture, • Maintain strong communication rhythms across all departments BRAND STEWARDSHIP AND STANDARDS • Live and breathe the BIBA Brand Guidelines in every detail, • Ensure tone, language, conduct, and presentation align with the brand standards, • Uphold and enforce company policies with fairness and consistency, • Demonstrate care, respect, and responsibility for the building, grounds, and all assets WHAT SUCCESS LOOKS LIKE • A hotel environment that feels warm, personal, and unmistakably BIBA, • A membership community that is engaged, growing, and deeply connected to the club, • Seamless day-to-day hotel and membership operations, • A confident, engaged, and high-performing team across both functions, • High resident and member satisfaction — reflected in retention and genuine referrals, • Accurate forecasting, disciplined profit and loss management, • Member profiles that are complete, current, and actively used, • Cross-functional collaboration that is seamless and felt by every member DEVELOPMENT, MENTORING AND TEAM GROWTH (BIBA SIGNATURE) Each Executive Leader at BIBA is responsible for building their division while ensuring the structure, talent, and systems remain fit for purpose and future ready. The General Manager Will: • Build, mentor, and develop a high-performing leadership bench across hotel operations, • Identify emerging talent and create clear development pathways within BIBA, • Lead structured coaching, feedback, and performance conversations across the team, • Model professionalism, curiosity, humility, and continuous improvement in all interactions THE BIBA WAY At BIBA, the General Manager role shapes the daily experience of residents and members, supports the team, protects the culture, and ensures the spirit of BIBA is felt in every single interaction. EDUCATION • Recognised Diploma or Degree in Hospitality Management or a related field — preferred, • Minimum of five to seven years of senior leadership experience in hotel operations, private club management, or luxury lifestyle hospitality, • Demonstrated experience across both hotel operations and membership or member relations functions — preferred, • Deep expertise across rooms operations and hotel management, • Proven membership sales, retention, and member relations capability, • Strong people development, coaching, and performance management capability, • Strong financial acumen and profit and loss management, • Strong systems knowledge across:, • PeopleVine — Membership platform, • Opera / Mews — Property management system, • Ready to support BIBA task forces as required, • Base Salary — commensurate with experience and market benchmarking, • BIBA Executive Bonus Programme