21c Museum Hotels
  • 10-Nov-2022 to 10-Dec-2022 (MST)
  • Bentonville
  • Bentonville, AR, USA
  • Salary
  • Full Time

Benefits include health/vision/dental/life insurance, paid time off, 401(k), parental leave *incentive plan for those with incentive plan perk.

If you love saying YES and enjoy engaging with the community by leading with ART 21c is the perfect place for you.

Title: Area General Manager

Reports To: Chief Operating Officer

General Purpose: The Area General Manager is responsible for the overall management of the operation of the hotel including profitability, guest service, product quality, overall cleanliness and maintenance of the property. Operation of the hotel will be within the framework of the approved 1) annual budget, 2) annual marketing plan, 3) annual capital expenditure plan, 4) annual wage plan, and always within the framework of all Company policies and procedures.

Specific Responsibilities:

Executive Committee

  • Leads the property Executive Committee, in collaboration with the F&B Director, utilizing a participatory style. Be readily available and effectively communicate with each member, coordinate the operation of each individual's department and special projects, and assist with identifying problems and solutions. Guide the committee in addressing problems and opportunities in order to best serve the financial interests of the property.
  • Holds General Managers effectively accountable for managing and motivating teammates and achieving overall financial results, and guest and team satisfaction.

  • Demonstrates a high level of integrity, takes ownership of personal and team actions, communicates effectively, promotes collaboration, nurtures a positive, professional work environment, and ensures development of, and adherence to, 21c policies, protocols and Standard Operating Procedures.

Operating Budget

  • Develop an annual operating budget, which serves as an operating plan and defines required levels of achievement. Ensure achievement of the annual budget in revenues, costs, and profits through accounting diligence, expenditure controls, and proficient accounting practices.

Departmental Objectives

  • Follow up to ensure successful implementation and follow-through and take corrective action in the event of failure to meet assigned objectives.

Sales Management

  • Maintain an ongoing awareness of property's progress toward meeting revenue objectives and ensure challenges & opportunities are addressed appropriately.
    • Regularly review sales plans and sales activities, room night productivity, group & banquet pace reports, and lost business reports.
    • Assess individual and property performance, provide guidance and take corrective action as needed.
    • Ensure designated sales & marketing reports are complete and submitted to the corporate team on or before the monthly due date.
    • Should a significant, ongoing revenue shortfall occur, the GM will take corrective action in addition to increasing personal participation in direct sales efforts.

  • Along with DOSM and Revenue Director, participate in weekly Yield/RevMAX meetings and evaluate rates & strategies for 30-60-90 days out including a review of group cut-off dates, prospective group business, historical data, and comp set rates. Along with the team, determine a revenue strategy that will best position the hotel for increased business. In addition, ensure price adjustments occur on a timely basis.
  • Participate in sales team meetings, meet key account contacts, and be present to welcome key account site visits.
  • Participate in the creation & execution of ongoing property marketing initiatives.
    • When possible, attend bi-weekly brand-property marketing calls and participate in the development of creative marketing initiatives.
    • Ensure all relevant details including upcoming property marketing needs are kept up to date in the brand marketing calendar and are complete on or before the monthly due date.
    • Oversee the development of annual sales and marketing plan and monitor implementation of action steps outlined in the SSP document.


  • Monthly forecasting of operating teammate and cost expenditures. Business planning in line with forecasted sales and costs, including guidance to department heads.

P & L Statement Critique

  • Review financial statements monthly in order to correct problems, ensure spending is in line and to plan for future business. Review and approve all expenses in "other expense" categories in all departments. Regularly review all major expenses to ensure that expenditures are thoughtfully dispersed.

Teammate Relations

  • Develop a high level of "We Say YES," and loyalty to the hotel and to the company in order to reduce turnover and increase employee morale. Communicate, counsel and assist with teammate development. Be visible and available to all hourly personnel in accordance with the Company's open-door policy. Attend monthly department employee meetings whenever possible.

Teammate Evaluation

  • Conduct performance appraisals and personal development plans for management teammate. Identify substandard performance of individual managers and outline improvement action, including taking corrective or disciplinary measures.

Teammate Hiring

  • Ensure level of experience, knowledge and ability to meet job requirements of all hotel management.

Cost Controls

  • Review controls and ensure adherence at all times in order to protect the hotel's property/assets.

Wage and Salary Administration

  • Review all wage and salary increases assuring compliance with wage scales and compensation philosophies as outlined by the Company.


  • Personally, inspects guest rooms, public areas, back of house on a regular basis. Ensure that written lists of corrective actions, required for implementation by housekeeping, maintenance and operating departments are developed.

Guest Service + Communication

  • Demonstrate through leadership and example a friendly, courteous, service-oriented, "We Say YES" approach to guests that is expected from all hotel employees. Establish and implement guest service standards for all departments, periodically reviewing and identifying problems and corrective actions.
  • Respond to guest feedback through our guest survey portal and online reviews.

Property Maintenance

  • Ensure that an on-going program is followed in regular repair and upkeep of the facility, landscape and equipment by developing and implementing a preventive maintenance program.


  • Maintain credit policies for Front Office, Sales and Catering. Attend credit meetings and assist with developing action plans, supervise collection of major accounts, review aging reports and approval of write-offs.

Front Office Management

  • Regularly review Front Office results in order to maximize room revenue. Identify problem areas and initiate solutions.

Community Relations

  • Represent the hotel within the local community, positioning the hotel as a good corporate citizen that is involved and supportive of community affairs.

Policies and Procedures

  • Ensure that all Company policies and procedures are fully implemented throughout the hotel.
  • Comply with property management agreements.



Possess advanced knowledge in the following areas:

  • Management of any operating department of a high-end full-service hotel, including Front Desk, Housekeeping, Repairs & Maintenance, Gift Shop, Spa, and other Minor Operating Departments.
  • Sales and marketing.
  • Yield management revenue.
  • Hotel accounting principles.
  • Hotel maintenance, repair and Capital expenditure.
  • Personnel management.
  • Hotel safety and security.
  • Budgeting/forecasting.


Demonstrate advanced proficiency or exceptional skill in the following areas:

  • Has advanced professional skills at the level of a "seasoned" professional. Requires extensive knowledge of their discipline and a working knowledge of related fields. Understands information in several unrelated professional disciplines.
  • Solves problems that are complex, varied and only mildly related to those seen before. Simply determining what the problem is requires major individual effort and/or consultation with others within the department. A high degree of analytical ability and inductive thinking may be required to solve highly intricate, technically complex problems. Must be able to develop new and nonstandard approaches.
  • Completes work that requires using original and creative thinking to develop new, complex results. The results generally impact several work groups, a large project or an extended customer base.
  • Excellent written and verbal communication.
  • Planning financial strategies, delegating responsibilities to others.
  • Leading/coaching others at various professional levels.
  • Identifying and developing talent.
  • Identifying and solving complex problems.
  • Prioritizing and coordinating multiple projects simultaneously.
  • Evaluating and resolving complex situations.
  • Leading the teammate of the hotel utilizing a management style based in a participatory team approach.
  • Inspecting rooms, all areas in and out of facility.
  • Soliciting potential business.
  • Using general office equipment, including computers.
  • Be willing to get your hands dirty and be a jack-of-all-trades, when necessary.
  • Has knowledge and experience of working closely with architects, engineers and designers.
  • Comfortable in an Art driven environment with potentially explicit or controversial art works.

Education/Formal Training:

  • Bachelor's degree.


  • Minimum experience 10 years as General Manager in at least a minimum of 4 different boutique hotel properties.
  • Extensive experience with boutique hotel sales and marketing.
  • Extensive experience with revenue management.  
  • Extensive experience in all departments related to a full-service high-end boutique hotel.
  • Extensive experience in Multi-unit management and/or very complicated operations management (of over 5 profit centers) experience.
  • Experience in pre-opening/construction, opening and post opening management of a new project.

Travel Requirements

  • As needed.

21c Museum Hotels is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristic. The EEO is the Law poster is available here: http://www1.eeoc.gov/employers/poster.cfm

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