General Manager

Description

About Us

The Thompson San Antonio, owned by The Loren Group Holdings, invites discerning residents and guests to experience the ultimate in understated luxury and curated San Antonio culture. Our modern hotel rooms, impeccable service, and exclusive amenities offer a refined complement to the city’s unmistakable Texas spirit, uniquely set along the iconic San Antonio River Walk with sweeping views of the downtown skyline.

The Loren Hotels & Residences

The Loren is a collection of remarkable residences, hotels and restaurants that stand for something more. For culture, for beauty, for community and for conservation.

They are places intended for guests to feel inspired by cuisine & wine, by art & design, and by knowledge & ideas. Always set in the untouched elegance of natural surroundings that bring everyone closer to nature, to each other and to themselves.

When we opened our first hotel in Bermuda in 2017, Stephen King had fallen in love with an island with a distinct charm, a place of mystery and curiosity. His dream was to bring a high-end luxury hotel, residences and world class cuisine to the island. He built The Loren, a masterpiece of architectural harmony it is nestled into the natural habitat and commands the most incredible sea view with guests enjoying impeccable service and quality in a relaxed, serene, and culturally stimulating environment.

Opened in late 2023 and located in the heart of Austin, Lady Bird Lake stands as a serene oasis amidst the city’s hustle and bustle. The Loren Austin sits on the edge of the water and has the best views of the capital’s captivating skyline. The rooftop Nido restaurant is one of the city’s most popular spots with world class cuisine and a spectacular vista.

C12 Capital Management

C12 Capital Management is the management company for The Loren Hotels and The Loren Residences. We create extraordinary destinations that blend architectural excellence, refined design, and exceptional service with an environmentally responsible point of view. Our portfolio includes luxury resorts, private residences, and landmark developments in some of the world’s most coveted locations, as well as an environmental non-profit focused on carbon capture. We are driven by a passion for quality, meticulous attention to detail, and a commitment to delivering experiences that are as timeless as they are unforgettable.

What We Do

• Capital Markets Structuring: We lead capital raising across equity and debt, conduct market and site selection, structure partnerships, and develop reinvestment strategies
• Property Development: We oversee architecture and design, manage construction, and drive residential real-estate sales from concept through completion.
• Asset Management: We actively manage our hotel and restaurant assets, optimize performance, and make strategic refinancing and disposition decisions.
• Hospitality Operations: We operate luxury hotels and restaurants, deliver exceptional guest experiences, and oversee all marketing and brand development efforts.

Our Full-time Eligible benefits include:

• Participation in 401(k) with company match of up to 4%*
• Medical with 0 deductible/0 co-pay options/Dental/Vision/FSA/STD/LTD/Life and AD&D/Hospital Indemnity
• Paid PTO
• Paid Holidays
• Paid Maternity/Paternity Leave
• Employee Assistance Program*
• Complimentary Employee Meal*
• Complimentary Bus Passes*
• 50% off Dining in Restaurant*
• Recognition Programs, Incentives and Celebrations*

• *Benefits available to Part-time Associates

Job Summary/Responsibilities

The General Manager is responsible for delivering a world-class guest experience, building a high-performing team, driving financial performance and positioning the property as the leading luxury hospitality destination in San Antonio.

This position is responsible for all aspects of operations at the hotel and restaurants, he/she should be an inspirational leader with the ability to build and engage a leadership team and associates across the organization to deliver world class service and guest experiences.

This position reports to The Loren Managing Director.

Leadership

• Lead all operational departments including Rooms, Food & Beverage, Spa, and Engineering
• Establish a culture of excellence, accountability, and personalized luxury service
• Develop F&B operations (including partners) to be market leading for San Antonio
• Achieve and maintain Michelin-level service standards (or equivalent ultra-luxury benchmarks)
• Be an inspirational public face for The Loren and an ambassador within the community
• Support emergency response procedures and serve as a key decision-maker during operational disruptions.

Operations

• Conduct regular property walk-throughs and inspections to ensure brand and quality standards are met.
• Ensure compliance with all hotel operating procedures, health and safety regulations, and brand standards.
• Coordinate cross-departmental communication to ensure smooth execution of daily operations, group business, and special events.
• Respond to and resolve escalated guest concerns and complaints in a timely, professional manner.
• Monitor guest satisfaction scores and lead initiatives to improve guest experience across all touchpoints.

Financial Performance

• Partner with Managing Director and Director of Finance on budgeting, forecasting, and financial performance across departments.
• Monitor departmental labor costs, expenses, and revenue to ensure alignment with budgeted targets.
• Review and analyze financial reports, identifying opportunities to improve efficiency and profitability.
• Support capital project planning and oversight in partnership with Engineering leadership.

Supervisory Duties

5-10 Direct Reports, Lead Hotel of 130 associates

Core Competencies

Drawn from our core values, each competency is built upon a set of basic behaviors that are shared by all associates, regardless of role which include:

• Integrity and Respect
• Communication
• Innovation
• Teamwork and Relationships
• Hospitality
• Job Excellence
• Managing and Developing Others
• Leadership

Qualifications

Education and Formal Training

• Bachelor's degree in business administration, hospitality management, or similar field.

Experience

• 10–15 years of progressive leadership experience within luxury, high-end hospitality environments, with increasing responsibility for operations, guest experience, financial performance, and team leadership.
• Demonstrated success leading and operating within highly entrepreneurial, owner-driven, or independent hospitality environments, with the agility and resourcefulness to navigate evolving business priorities.
• Previous experience operating high-end residential hospitality products, with a strong understanding of the distinctive service, operational, and experiential expectations of luxury residential hospitality, preferred.
• Track record of delivering exceptional guest and resident experiences while driving operational excellence, team performance, and sustainable business results.

Knowledge/Skills

• Demonstrates exceptional personal and professional integrity, with a reputation for honesty, transparency, sound judgment, and accountability in all interactions with colleagues, owners, guests, and business partners.
• Possesses the executive presence, credibility, and professionalism to serve as a highly visible ambassador for the property and organization, both internally and within the broader luxury hospitality community.
• An inspiring and highly motivated leader who sets a clear vision, develops high-performing teams, and creates a culture of service excellence, accountability, collaboration, and continuous improvement.
• A decisive, proactive, and results-oriented operator with a strong bias for action, capable of translating strategic objectives into disciplined execution while maintaining the standards and nuances expected of a luxury property.
• An effective collaborator and confident leader who can build strong relationships across all levels of the organization, balancing an assertive leadership style with approachability, humility, and a genuine team orientation.
• Able to successfully navigate a sophisticated and diverse range of stakeholders, including guests, employees, ownership, investors, brand partners, vendors, and community leaders, while effectively managing competing priorities in a complex, fast-paced environment.
• Possesses an entrepreneurial mindset and commercial orientation, with creativity, resourcefulness, and drive to identify opportunities, grow the business, strengthen the property's market position, and create long-term value for ownership and the organization.
• Demonstrates the adaptability, resilience, and strategic perspective required to lead a distinctive luxury boutique property while continuously evolving the guest experience, operational performance, and culture of the organization.
• Possesses advanced knowledge of Property Management System – Opera Cloud or comparable; strong understanding of rooms, reservations, guest profiles, billing, reporting and operational controls.
• Demonstrates knowledge and experience in hotel revenue management, including pricing strategy, demand forecasting, inventory optimization, segmentation, channel management, and the use of market and competitive data to maximize occupancy, ADR, RevPAR, and overall profitability.
• Possesses strong knowledge of hotel P&L management, including budgeting, forecasting, financial analysis, cost control, and the ability to translate financial performance into actionable strategies that drive profitability and long-term value.

Physical Demands

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

• Must have vision ability in order to visually inspect hotel.
• Must have mobility to walk through the front and the back of the hotel.
• Climbing approximately 20-30 steps 10% of the week.
• Physically able to regularly inspect all areas of interior and exterior of facility.

Environment

General office and hotel environment.

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