General Manager of Hospitality

Overview

POSITION OVERVIEW

Reorting to the COO, this position is an experienced and visionary hospitality leader that is a key member of our executive team. This role requires a dynamic individual who can drive operational excellence and elevate guest experiences across all hospitality touchpoints including lodging, food and beverage, retail, IT services, conference services and events while maintaining a strong focus on financial performance, community relations, and team development.

The ideal candidate will bring a blend of visionary leadership and operational expertise, driving Big Sky's hospitality offerings to new heights while maintaining a focus on financial performance and guest satisfaction. This role offers the opportunity to shape the future of mountain resort hospitality in one of America's most stunning natural settings.

OUR VISION

We Lead the Transformation of the American Mountain Resort Experience

At Big Sky Resort, we strive to redefine mountain hospitality by balancing Montana's raw beauty with world-class luxury and service. Our goal is to create immersive, transformational experiences that inspire and engage our guests, revealing new dimensions of adventure and personal discovery.

Responsibilities

Key Responsibilities

• Strategic Leadership and Financial Management
• Develop and execute comprehensive strategies to position Big Sky Resort as a leader in mountain hospitality
• Set and achieve ambitious financial targets for all hospitality operations
• Manage CAPEX effectively to drive long-term profitability and enhance guest experiences
• Implement data-driven decision-making processes to optimize performance across all departments
• Operational Excellence
• Oversee and optimize all hospitality operations, including Lodging, Food & Beverage, Retail, IT services, Conference Services, and Events
• Establish and maintain high standards of service across all guest touchpoints and holds team accountable for excellence in execution
• Drive continuous improvement in operational efficiency and guest satisfaction metrics
• Implement and manage systems to track and improve key performance indicators (KPIs) across all departments
• Guest Experience and Innovation
• Lead the creation and execution of innovative hospitality concepts that align with Big Sky's brand and elevate the guest experience
• Focused on long-term vision, achieves & maintains industry recognition (e.g., Forbes stars, AAA diamonds) for lodging and dining outlets
• Develop and implement strategies to increase guest satisfaction scores and Net Promoter Scores (NPS)
• Collaborate with the GM of Mountain Experience to ensure seamless, memorable guest journeys across all resort touchpoints
• Team Leadership and Development
• Responsible for developing great people this position is responsible for creating a high-performing team of 5-6 direct reports working in a matrix model collaborating with subject matter experts in key functional areas
• Through process-improvement, this position will direct learning and development programs and service standards for all areas of oversight
• Foster a culture of excellence, innovation, and continuous improvement that is focused on team member experiences
• Ensure all team members understand and embody Big Sky's brand values and service philosophy
• Brand Alignment and Experience Design
• Ensure all hospitality offerings align with Big Sky's brand promise and "ruggedly refined" aesthetic
• Oversee the design and implementation of signature experiences that set Big Sky apart in the mountain resort industry
• Collaborate with marketing to effectively communicate Big Sky's unique hospitality offerings
• Stakeholder Management and Community Relations
• Build and maintain strong relationships with key partners, vendors, and community stakeholders
• Represent Big Sky Resort in industry forums and community events
• Facilitate and be the ambassador for Big Sky at community meetings, townhalls, and other key gatherings
• Ensure hospitality operations contribute positively to the local community and environment
  

Key Performance Indicators

• Financial targets: Revenue growth, EBITDA, RevPAR, ADR
• Guest satisfaction: NPS scores, guest satisfaction surveys, online ratings
• Operational efficiency: Labor costs, food costs, energy efficiency
• Team performance: Employee engagement scores, retention rates
• Brand recognition: Industry awards and accolades
  
  

Qualifications

Qualifications

• Minimum 10 years of progressive leadership experience in luxury hospitality or high-end resort management
• Prior experience as a General Manager in a similar resort or hospitality setting
• Proven track record of driving financial performance and operational excellence in complex hospitality environments
• Strong understanding of all aspects of hospitality operations, including lodging, F&B, retail, and events
• Experience in creating and implementing innovative guest experiences
• Excellent analytical and financial management skills
• Outstanding leadership and team development abilities
• Strategic thinker with the ability to execute effectively
• Passion for the outdoors and mountain lifestyle
  
  

 

We are an equal opportunity employer and value diversity in our organization. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.