General Manager - The Wheelhouse Hotel

Bedderman Lodging is the Chicago-based pioneer of alternative lodging and hyper-local hospitality. We operate three distinct properties in Chicago including Urban Holiday Lofts, Holiday Jones, FieldHouse Jones, and our first luxury boutique property, The Wheelhouse Hotel, is set to open this spring in Chicago's Wrigleyville neighborhood. While our company is small yet growing rapidly, our flexible room types and accommodations, innovative bed arrangements, first-of-their-kind vacation lofts, bespoke communal spaces, local food and drink, and stimulating art, provide a competitive edge among others in the industry and prove to disrupt the travel space.

The Wheelhouse Hotel brings unpretentious luxury lodging to Chicago’s spirited Wrigleyville neighborhood. Just steps away from all the action yet miles away from ordinary, guests have a front row seat to a hyper-local experience. Nestled in between Chicago’s boisterous restaurants and lively bars, The Wheelhouse Hotel is walking distance from the Addison L stop on the Red Line and a quick two-block walk from historic Wrigley Field. With design in mind, our hotel features an all-star interior including many found objects and a whimsical floating baseball bat installation as the focal point of our lobby. Whether guests are in town for a baseball game or looking to explore the city on a more local level, our luxe accommodations, unexpected surprises, attentive service, and delightful design be the backdrop to an unforgettable Windy City stay.

Position Responsibilities

The General Manager is primarily responsible for overseeing all front of house and back of house operations and going above and beyond to exceed guest expectations. Responsibilities include, but are not limited to:

Overseeing day-to-day operations of The Wheelhouse Hotel.
Serving as the public face of the hotel; representing the property to local neighborhood boards, civic groups, and other local businesses.
Adhering to and communicating budget requirements and restrictions.
Controlling all operational and departmental expenses.
Participating in weekly meetings and providing regular updates regarding the operations of the property to the Operations team and property owners.
Administering various processes such as orientation and training, recruitment and selection, recognition and reward programs, safety management, performance evaluations.
Adhering to hotel requirements for guest/employee accidents or injuries and in emergency situations.
Overseeing all sales functions for the hotel.
Continuously sourcing new business streams; initiating and maintaining relationships with key guests and accounts.
Maintaining complete knowledge of, and compliance with, all hotel and departmental policies, service procedures, and standards.
Maintaining complete knowledge of correct maintenance and use of all equipment. Using equipment only as intended.
Maintaining complete knowledge at all times of:
all hotel features/services, hours of operation.
all room types, numbers, layout, decor, appointments and location.
all room rates, special packages and promotions.
daily house count and expected arrivals/departures.
room availability status for any given day.
scheduled in-house group activities, locations, and times.
all functions of the computer systems used at the frontdesk.
Anticipating guests’ needs, responding promptly, and acknowledging all guests, however busy and whatever time of day.
Maintaining positive guest relations at all times.
Resolving guest complaints to ensure guest satisfaction.
Coordinate returning Lost & Found items to guests; this may include needing to bring items to the post office to mail.
Providing guidance to staff regarding shift responsibilities, escalated issues, and guest requests.
Holding regular one-on-one meetings with staff.
Sending regular frontdesk staff update emails using information from review analysis, observations, and staff feedback.
Creating weekly frontdesk shift schedules.
Regularly providing Manager on Call coverage and providing relief/emergency coverage as necessary.
Identifying and addressing training opportunities for individual staff members through direct observations and review of property systems.
Holding official conduct/performance meetings, and creating employee disciplinary documentation.
Planning and leading staff meetings.
Identifying and implementing opportunities to increase staff engagement and recognition.
Responding to guest reviews and analyzing trends to identify staff training opportunities, process improvement opportunities, building issues, general issues/complaints, and areas of guest satisfaction.
Regularly inspecting building and facilities; identifying and communicating issues to maintenance/housekeeping.
Identifying and recommending areas for capital improvements and expenditures to the owners.
Ensuring standards for building and room cleanliness are maintained.
Maintaining relationship with maintenance/housekeeping and assisting in hiring and directing the work of contractors at the property.
Monitoring inventory and purchasing supplies required for the operation of the properties.
Managing property store inventories and sales; report monthly sales to accounting.
Reconciling and auditing cash intake to ensure proper cash handling procedures are being followed; making regular bank deposits of cash collected and updating accounting regarding any special cash transactions or irregularities.
Regularly providing expense reports, records, and receipts to accounting.
Monitoring employee timecards and attendance records for adherence to time and attendance policies; updating timecards as necessary to properly reflect actual time worked.
Assisting in processing property reservations and group booking inquiries as necessary.
Daily auditing of guest communication channels, such as email inboxes and OTA inquiries, to ensure that guest questions and requests are responded to quickly and appropriately.
Monthly auditing of OTA records to ensure that booking commissions are accurately billed and paid.
Maintaining a close working relationship with the hotel's cafe/bar staff and management.
Creating weekly housekeeping schedules and staffing forecasts as necessary.
Assisting in posting opportunities for employment, screening resumes, and interviewing applicants for employment.
Creating and updating training materials and training schedules.
Other duties as assigned.

Applicant Qualifications

Candidates for this position must be:
Friendly and service-oriented
Ability to situationally adapt and read guests to better anticipate their needs
Punctual and reliable
Confident and hardworking
Flexible in duties assigned and scheduling
A multi-tasker and problem-solver
A strong leader, communicator, organizer, and motivator
Passionate about creating an exceptional experience for all guests
Able to work well under pressure and in a fast-paced environment
Able to accurately follow instructions, both verbal and written
Able to work independently and without supervision
Able to communicate effectively and patiently with guests and staff, including international travelers (multi-language fluency a major plus!)
Able to resolve problems/conflicts in a diplomatic and tactful manner
Knowledgeable about Chicago/neighborhood events, restaurants, bars, attractions, sites, and transportation
Computer literate and able to learn front desk programs
A high school graduate; some college or college degree preferred
Able to stand on feet throughout the shift, with intermittent periods of walking
Able to occasionally lift, carry, push & pull up to 50 lbs with assistance
Able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.
Able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis
Able to walk outside in a variety of weather conditions (rain, wind, heat)
Able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, heat).

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The ideal candidate will possess 4 years of hotel supervisory experience.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow other instructions and perform other work-related duties requested by his or her supervisor.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. We are unable to sponsor applicants for visas.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. We are unable to sponsor applicants for visas.

Pay, Schedule, and Location

This is a full-time, salaried, exempt position located primarily at The Wheelhouse Hotel. Schedule will vary based upon company and property needs; flexibility is required in this area. Long hours, work on weekends and holidays, on-call shifts, and more than 40 hours of work per week may be required.

Benefits include Paid Time Off, property discounts, eligibility to join the company’s group health insurance plan after 60 days (25% coverage, HMO and PPO options available), and the opportunity to join a growing multi-state hotel management company!

Job Application

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