General Manager

VALIZE Cloakroom is a boutique luggage and personal-item holding service created for travelers who want to move freely through Puerto Vallarta without being tied to their belongings. Positioned between hospitality, travel utility, and discreet luxury service, VALIZE provides secure short-term care for luggage, bags, garments, purchases, and specialty items in a refined, design-forward environment.

The General Manager is responsible for leading the daily business, protecting the VALIZE service standard, developing local partnerships, driving revenue growth, and ensuring the operation runs with consistency, security, and polish. This role sits at the intersection of hospitality, retail operations, tourism, sales, and brand management.

This is a hands‑on leadership role for someone who can manage the floor, lead the team, build local relationships, solve operational problems, and help VALIZE become the premier luggage and personal-item holding service in Puerto Vallarta.

Role Details

Role Title: General Manager
Location: Zona Romántica, Puerto Vallarta
Schedule: Full-time / Operations
Compensation: $30,000–$38,000 MXN per month, depending on experience
Preferred Availability: Weekends, evenings, holidays, and peak travel periods
Language Requirement: Spanish and English required
Work Authorization: Must be legally authorized to work in Mexico

About the Role

As General Manager, you will own the day-to-day performance of VALIZE. You will oversee the customer experience, team execution, item custody standards, staffing, scheduling, sales activity, local partnerships, vendor coordination, reporting, and operational discipline of the business.

The role requires both service instincts and commercial drive. VALIZE is a premium concept, but it is also a young business that needs active local growth. The General Manager must be able to represent the brand with hotels, property managers, Airbnb hosts, concierges, wedding planners, restaurants, tour operators, local businesses, and travelers while also maintaining a clean, secure, and efficient operation inside the space.

The right candidate is polished, bilingual, accountable, organized, proactive, and comfortable leading a small team in a high-trust, customer-facing environment.

Key Responsibilities

• Lead daily VALIZE operations and ensure the business runs smoothly, securely, and professionally.
• Maintain premium service standards across every customer interaction.
• Supervise, train, schedule, and support Cloakroom Attendants and Customer Experience Leads.
• Ensure accurate check‑in, tagging, storage, custody, payment, claim verification, and release procedures.
• Monitor POS accuracy, daily sales, item counts, shift reports, deposits, customer records, and operating checklists.
• Resolve customer issues, irregular claims, damaged‑item concerns, complaints, delays, or service exceptions with professionalism.
• Protect the security and integrity of all luggage and personal items in VALIZE care.
• Maintain the visual standard of the space, including the front area, podium, signage, storage area, changing room, restroom, and customer-facing details.
• Build and maintain local partnerships with hotels, short‑term rental operators, concierge teams, property managers, wedding planners, restaurants, cafés, tour companies, and other travel‑adjacent businesses.
• Identify revenue opportunities through referrals, local relationships, group bookings, specialty-item handling, corporate accounts, and tourism partnerships.
• Support promotional activity in the neighborhood and ensure the brand is visible without feeling overly aggressive or low‑end.
• Track performance trends, customer feedback, staffing needs, sales opportunities, and operational issues.
• Create a strong team culture built on trust, accountability, polish, and service consistency.
• Communicate clearly with ownership regarding business performance, risks, needs, and opportunities.
• Represent VALIZE externally with discretion, confidence, and professionalism.

Ideal Candidate

• Fluent or highly conversational in both English and Spanish.
• Has experience in hospitality management, concierge leadership, retail management, tourism operations, boutique service, sales, business development, or customer-facing operations.
• Has prior management experience leading a small team.
• Understands premium service and can train others to deliver it consistently.
• Comfortable managing both operations and revenue growth.
• Strong local relationship-building ability in Puerto Vallarta.
• Confident speaking with business owners, hotel teams, concierges, property managers, and international travelers.
• Highly organized, trustworthy, punctual, and detail-oriented.
• Able to make sound decisions without constant supervision.
• Comfortable with POS systems, digital tools, schedules, checklists, reporting, and operational documentation.
• Commercially aware, with the ability to convert local rel