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
Third-party vendor and service partners — operational oversight and standards compliance

BIBA Membership

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
Fluent verbal and written English

EXPERIENCE

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
Pre-opening experience — preferred

FUNCTIONAL KNOWLEDGE

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
Toast | Simphony and SevenRooms

MOBILITY

Ready to support BIBA task forces as required
Available and responsive outside traditional office hours

PACKAGE

Base Salary — commensurate with experience and market benchmarking
BIBA Executive Bonus Programme

BIBA

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