General Manager

YESTERDAY TOMORROWBuilt 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 GLANCEThe 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 PURPOSETo 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 CULTUREFully embrace the BIBA Mission and ValuesLead by example — visible, gracious, polished, and presentSet the emotional and service tone across BIBATreat the club as a home — for members, residents, and the team alikeTHE BIBA LANDSCAPEThe General Manager oversees the full BIBA operation environment across two interconnected areas:BIBA Home — Hotel Operations24 boutique guest rooms and suitesHousekeeping — guest rooms, public areas, and laundry operationsEngineering and Facilities — preventive maintenance, life safety, and asset protectionSecurity — property safety and guest assuranceThird-party vendor and service partners — operational oversight and standards complianceBIBA MembershipMembership sales, onboarding, and retentionMember relations, intelligence, and experiencePeopleVine — membership platform ownership and data integrityMember events, communications, and engagement programmingKEY RESPONSIBILITIESHOTEL OPERATIONS AND RESIDENT EXPERIENCEOversee the full hotel operations: rooms, housekeeping, engineering, security, public areas, valet, and the BIBA teamEnsure arrival, stay, and departure experiences are personal for every residentResolve resident concerns from start to finish — own it, act on it, close itMEMBERSHIP — SALES, RELATIONS AND RETENTIONMembership 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 bestBuild and manage a structured membership pipeline Own member retention Know every member — their preferences, patterns, occasions, guests, and expectationsEnsure member profiles in People Vine are complete and currentDevelop and deliver a member communications and engagement calendar —relevant, and reflective of the BIBA cultureHandle all member concerns personally Report on membership performance monthly — total membership, new members, renewals, lapsed members, engagement, and revenue PEOPLVINE — MEMBERSHIP PLATFORMOwn People Vine as the operational system of record for all membership activityEnsure all modules are correctly configured: membership tiers, billing, communications, event registration, and reportingMaintain data integrity across all member profiles — complete, accurate, and enrichedEnsure every team member who interacts with People Vine is trained appropriatelyROOM REVENUE AND BUSINESS PERFORMANCEDrive direct room revenue and optimise occupancySupport conversion of guests into members and encourage member-driven bookingsBuild, manage, and live by the approved budget and profit and lossForecast accurately and adjust strategies as conditions evolveMonitor key performance indicators tied to satisfaction, repeat business and revenueSYSTEMS, PROCESS AND INTEGRATIONOversee the setup, integration, and ongoing management of all core systems:People Vine — Membership platformOpera / Mews — Property management systemToast | Simphony — Point of saleSevenRooms — Reservations and guest managementEnsure system accuracy, data integrity, and process discipline across all platformsPartner with Finance, Food and Beverage, Events on system alignment and reportingENGINEERING, SECURITY AND PROPERTY CAREOversee engineering and security functionsEnsure the safety, security, and proper maintenance of the property at all timesManage exterior presentation and landscaping within the property boundariesCoordinate preventative maintenance and long-term asset planningFINANCIAL DISCIPLINEBuild and manage the Rooms, Operations, and Membership budgets and forecastsMaintain disciplined control of labour, Operations expenses, and departmental costsPartner with Finance and senior leaders on performance reviews and forecastingIdentify Operations efficiencies without compromising the member or resident experiencePRE-OPENING, OPENING AND POST-OPENING OPERA / MEWSTIONSPlay a critical role in pre-opening planning, strategy, and execution across hotel and membership functionsBe fully hands-on during opening — present, adaptable, and solutions-drivenOversee post-opening evaluations, post-mortems, and corrective action plansContinuously elevate systems, standards, and experiences as the club evolvesSENIOR LEADERSHIP AND EXECUTIVE CONTRIBUTIONActively participate as a member of the Senior Leadership and Executive TeamContribute to strategic planning, forecasting, and decision-makingRepresent the voice of the member and the resident at the leadership tableBe visibly present across all Operations hours and, most importantly, be accessibleTEAM LEADERSHIP AND CULTUREBuild, recruit, and develop the hotel Operations and membership teamsSet clear expectations, service standards, and performance goals across all areasFoster engagement, pride, and ownership at every levelSupport ongoing training, development, and career growth for every team memberCreate a collaborative, hands-on environment that reflects the BIBA cultureMaintain strong communication rhythms across all departmentsBRAND STEWARDSHIP AND STANDARDSLive and breathe the BIBA Brand Guidelines in every detailEnsure tone, language, conduct, and presentation align with the brand standards Uphold and enforce company policies with fairness and consistencyDemonstrate care, respect, and responsibility for the building, grounds, and all assetsWHAT SUCCESS LOOKS LIKEA hotel environment that feels warm, personal, and unmistakably BIBAA membership community that is engaged, growing, and deeply connected to the clubSeamless day-to-day hotel and membership operationsA confident, engaged, and high-performing team across both functionsHigh resident and member satisfaction — reflected in retention and genuine referralsAccurate forecasting, disciplined profit and loss managementMember 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 BIBALead structured coaching, feedback, and performance conversations across the teamModel professionalism, curiosity, humility, and continuous improvement in all interactionsTHE BIBA WAYAt 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.EDUCATIONRecognised Diploma or Degree in Hospitality Management or a related field — preferredFluent verbal and written English EXPERIENCEMinimum of five to seven years of senior leadership experience in hotel operations, private club management, or luxury lifestyle hospitalityDemonstrated experience across both hotel operations and membership or member relations functions — preferredPre-opening experience — preferredFUNCTIONAL KNOWLEDGEDeep expertise across rooms operations and hotel managementProven membership sales, retention, and member relations capabilityStrong people development, coaching, and performance management capabilityStrong financial acumen and profit and loss managementStrong systems knowledge across:PeopleVine — Membership platformOpera / Mews — Property management systemToast | Simphony and SevenRoomsMOBILITYReady to support BIBA task forces as requiredAvailable and responsive outside traditional office hours PACKAGEBase Salary — commensurate with experience and market benchmarkingBIBA Executive Bonus Programme