General Manager- Canopy Downtown Boston

Job Description

Job Description

The General Manager serves as the strategic business leader of Canopy Boston Downtown, a proud recipient of the 2025 Connie Award , one of Hilton's most prestigious recognitions for excellence in hospitality and brand performance.

This position provides overall leadership for hotel operations, financial performance, sales and revenue strategy, guest satisfaction, and team member engagement. The General Manager plays a key role in building on the hotel's award-winning reputation, driving revenue growth and profitability, maintaining exceptional Hilton Quality Assurance standards, and delivering strong results for ownership.

Working closely with department directors, the General Manager establishes strategic priorities, guides business planning, and inspires a collaborative, high-performing team committed to operational excellence and continuous improvement.

As a leader representing Canopy by Hilton and Olshan Properties , the General Manager embodies Canopy's welcoming, genuine, worldly, and personal approach to hospitality, creating memorable guest experiences that celebrate the distinctive character, culture, and energy of Boston.

The General Manager also serves as an ambassador for the hotel, cultivating strong relationships with ownership, Hilton representatives, business partners, key clients, and community leaders to further strengthen the property's market position and long-term success.

Key Responsibilities

Business Leadership and Financial Performance

• Provide strategic leadership for all hotel operations, ensuring alignment with ownership objectives and Hilton brand standards.
• Lead the development and execution of business plans, operating budgets, financial forecasts, and capital improvement strategies.
• Drive overall financial performance, including revenue growth, gross operating profit (GOP), net operating income (NOI), and return on investment.
• Collaborate with department directors to optimize profitability, labor productivity, operating expenses, and service standards.
• Establish clear business priorities, monitor performance, and maintain effective communication with ownership and corporate leadership.

Sales, Marketing, and Revenue Management

• Partner with Sales and Revenue Management leadership to develop and execute strategies that maximize revenue, profitability, and market share.
• Guide sales, marketing, and business development initiatives to strengthen corporate accounts, group business, and local partnerships.
• Review booking pace, market segmentation, occupancy, ADR, RevPAR, and competitive performance to identify growth opportunities.
• Utilize STR reports, market intelligence, and revenue forecasts to support pricing, distribution, and business mix decisions.
• Build key client relationships and leverage Hilton's commercial resources and Hilton Honors program to drive business and guest loyalty.

Food and Beverage Operations

• Provide strategic oversight of Food & Beverage operations, supporting revenue growth, profitability, and exceptional guest experiences.
• Partner with departmental leadership to optimize budgets, outlet performance, menu profitability, labor costs, and operating efficiency.
• Encourage innovative dining experiences, promotions, and local partnerships that reflect Canopy's lifestyle positioning and Boston's neighborhood character.
• Promote high standards of food quality, service, sanitation, and responsible beverage operations.

Rooms Division and Hotel Operations

• Provide strategic direction to Front Office, Housekeeping, reservations, and guest services to ensure efficient operations and exceptional hospitality.
• Collaborate with Rooms leadership on staffing, budgets, productivity, room readiness, cleanliness, and guest satisfaction.
• Partner with Engineering to maintain property standards, coordinate preventive maintenance, and minimize out-of-order rooms.
• Maintain a visible presence throughout the hotel, promoting effective communication, teamwork, and timely resolution of operational and guest needs.

Guest Experience, Brand Standards, and Hilton Quality Assurance

• Champion Canopy's welcoming, genuine, worldly, and personal hospitality philosophy, creating memorable experiences connected to the Boston neighborhood.
• Ensure consistent implementation of Hilton brand standards, service programs, and guest experience initiatives.
• Drive outstanding Hilton Quality Assurance scores through ongoing training, inspections, and operational excellence.
• Monitor guest satisfaction, Hilton Honors feedback, and online reputation to identify opportunities for service improvement and guest loyalty.

People Leadership and Team Development

• Build, inspire, and develop a high-performing leadership team committed to exceptional hospitality and strong business results.
• Establish clear goals, empower department directors, and provide coaching, performance feedback, and professional development.
• Foster a positive, inclusive workplace that encourages collaboration, open communication, and team member engagement.
• Partner with Human Resources on recruitment, retention, employee relations, and succession planning.

Property Management and Ownership Relations

• Oversee property condition, preventive maintenance, capital improvements, and long-term asset preservation.
• Support effective vendor management, purchasing, financial controls, regulatory compliance, safety, and risk management.
• Serve as the primary hotel representative to ownership, corporate leadership, Hilton representatives, key clients, and community partners.
• Maintain proactive communication with ownership regarding financial performance, property needs, and strategic opportunities while strengthening relationships within the Boston business community.

Key Performance Measures

The General Manager's success will be evaluated through the hotel's overall financial performance, commercial results, operational excellence, guest satisfaction, team member engagement, and alignment with ownership and Hilton brand objectives.

Primary performance measures include:

• Financial Results: Total hotel revenue, GOP, NOI, profit margins, budget performance, and return on investment.
• Commercial Performance: Occupancy, ADR, RevPAR, RevPAR index, market share, sales production, and total revenue growth.
• Food & Beverage: Revenue, departmental profitability, service quality, and guest engagement.
• Rooms Division: Operating efficiency, room condition, labor productivity, and guest satisfaction.
• Hilton Quality Assurance: Outstanding QA scores, brand compliance, and consistent service standards.
• Guest Experience: Guest satisfaction results, Hilton Honors recognition, online reputation, and service recovery.
• People and Culture: Team member engagement, retention, leadership development, and succession planning.
• Operational Excellence: Forecast accuracy, expense management, risk management, and successful execution of business initiatives.
• Asset Management: Property condition, preventive maintenance, capital project execution, and long-term asset preservation.
• Ownership Relations: Effective communication, strategic alignment, and achievement of approved business objectives.

QUALIFICATION STANDARDS

Minimum of t wo (2) years of hotel leadership experience directing or overseeing Food & Beverage, Sales, Revenue Management, and Rooms Division functions, either as a department director with significant cross-functional responsibilities or in a General Manager capacity overseeing these disciplines.
Minimum of 10 years  hotel management experience, preferably in all areas including sales and marketing, budget management, rooms, housekeeping in addition to extensive food and beverage experience.

Demonstrated experience providing strategic direction to hotel department leaders and supporting overall financial and operational performance.

Strong knowledge of hotel financial management, including P&L statements, budgeting, forecasting, revenue generation, labor management, and expense controls.

Working knowledge of Sales and Revenue Management strategies, including ADR, RevPAR, occupancy, market segmentation, and competitive performance.

Experience supporting Food & Beverage and Rooms Division operations, including service delivery, profitability, and operational efficiency.

Proven leadership, communication, problem-solving, and team development skills.

Experience maintaining high standards of guest satisfaction, property condition, and operational quality.

Strategic thinker with excellent communication and presentation skills.

Physical and Work Requirements

Essential functions must be performed with or without reasonable accommodation:

Stand, walk, and sit for extended periods during the workday.

Lift, lower, carry, push, or pull items weighing up to 50 pounds, using assistance or appropriate equipment when needed.

Bend, stoop, kneel, crouch, twist, climb stairs, and reach at, above, and below shoulder level as duties require.

Use hands and fingers for extended periods to operate keyboards, telephones, radios, payment devices, writing instruments, switches, and other office equipment.

Read screens, reports, correspondence, and equipment instructions; hear guests, phones, radios, alarms, and announcements; and communicate clearly face-to-face, by telephone, and over a handheld radio.

Work in areas that may be crowded, closed, confined, hot, noisy, or high-pressure.

OLSHAN Properties MISSION & Vision

Team: Olshan Properties is committed to developing our team members, empowering them and recognizing their achievements

Partners: Olshan Properties seeks to create value for our partners by continually improving our properties and investing in accretive growth opportunities

Communities: Olshan Properties continually strives to be a good neighbor and to enhance the communities in which we operate

Properties: Olshan Properties recognizes that our tenants are our customers and we must provide the best environment for them to live, stay and operate their business 

EEOC and ADA Notice

Canopy Boston Downtown and Olshan Properties are equal opportunity employers. Employment decisions are made without unlawful discrimination based on race, color, religion, sex including pregnancy, sexual orientation, and gender identity, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.

Qualified applicants and employees with disabilities may request a reasonable accommodation to participate in the application or interview process or to perform the essential functions of the position, unless doing so would impose an undue hardship. To request an accommodation, contact View email address on ziprecruiter.com.

This posting summarizes the general nature of the position and is not an exhaustive list of all duties, qualifications, or working conditions. Additional related duties may be assigned based on operational needs.

ay be assigned based on operational needs.