Resort General Manager

Callaway Resort & Gardens (CRG) is an iconic 2,500-acre resort destination featuring a variety of lodging choices, unique garden attractions, seasonal special events, 36 holes of golf, fishing, biking trails, and residences. Located in scenic and historic Pine Mountain, Georgia, Callaway reflects the dream of its founder Cason Callaway 75 years ago. Currently CRG is part of Herschend Enterprises, Resort and Lodging Division, as part of a family of companies focused on family entertainment and hospitality. For over seven decades, Herschend Enterprises has operated with the purpose of bringing families closer together by Creating Memories Worth Repeating®. Herschend Enterprises is considered the largest family-owned themed attractions corporation. As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.

As Resort General Manager, you will play a vital role in shaping and enhancing the host experience, guest journey, and financial successes. Focused on financial growth and host engagement, the Resort General Manager will navigate CRG’s true North of being a unique resort destination in the Southeast. Realizing its full potential will require instilling Herschend Enterprises core belief in “coaching with LOVE” and “leveling up” its current operating model across all of the various business units at CRG. The Resort General Manager will utilize their extensive resort experience to guide the team towards high Net Promoter Scores, Host Net Promoter Scores, and all Financial KPI’s (EBTIDA growth being the main objective).

This leader must ensure our workforce remains motivated, engaged, and committed to delivering outstanding guest service.

ESSENTIAL DUTIES & RESPONSIBILITIES

Managing Property Operations and Department Budgets

• Verify that service programs are in place and executed against company and property level.
• Provide timely, real-time feedback to management and hosts on service and operational standards; including feedback on all levels of service and operational details.
• Review and follow up when necessary on all guest surveys, comments, social postings, etc. to ensure our NPS goals are being achieved.
• Create and support clear lines of responsibility for management team, including coverage and oversight throughout the day.
• Walk the property to ensure public spaces, grounds, work and kitchen areas meet sanitation and cleanliness/maintenance standards.
• Manage the flow of labor between departments to support effective management of the labor budget and achievement of profitability goals.
• Support project management for the execution of capital improvements.
• Review safety audits on food, alcohol, health and ERM goals.

Managing and Sustaining Sales & Marketing Strategy

• Work with Director of Sales to establish sales strategy, sales goals, deployment, and action plans.
• Understand and leverage sales and marketing strategies over competitor properties.
• Participate in sales & marketing related meetings.
• Work with the Property Support Center (PSC) and resort marketing teams to ensure marketing activities are aligned with the resort's overall strategic goals and objectives.
• Monitor performance of marketing campaigns to ensure they are achieving desired results and make adjustments as needed.
• Participate in and host customer recognition events to drive sales.

Managing Profitability

• Measure, analyze, and communicate property performance using a variety of financial/non-financial data including controllable costs, sales revenue, guest satisfaction, and host engagement data.
• Monitor property forecasts on revenue and expenses.
• Manage on-property controllable costs associated with rooms, housekeeping, events and food & beverage operations.
• Initiate action to support property revenue and profitability goals.
• Update and communicate profit forecasts to appropriate level leaders and supervisors.
• Participate in period end financial reviews.

Maintaining Revenue Management Goals

• Manage the relationship with the revenue management team.
• Review and collaborate on property revenue forecasts and goals.
• Ensure operations are supporting revenue management tactics especially in front office operations to ensure same day sellouts and future goals.
• Meet regularly with Regional Revenue Manager.

Maintain Relationships with Property Stakeholders

• Keep leadership teams, owners, and above property stakeholders updated on property performance in the areas of financials, guest satisfaction and host engagement.
• Prepare and present reports for PSC and above property leadership using financial/performance data.
• Conduct property critiques and annual business reviews.

Managing and Conducting Human Resource activities

• Conduct performance reviews for direct reports as directed.
• Understand the performance expectations for all host positions within the property.
• Manage ongoing development of managers and ensure participation in CRG development programs.
• Utilize Leading with Love tools and Servant Leadership Principles on daily basis in the performance of your responsibilities.
• Facilitate cross training to support professional growth and cross property efficiencies.
• Conduct day to day Human Resource activities in support of Herschend objectives.
• Lead hosts through property changes and help them with transition when it occurs.
• Facilitate on property activities that support property and CRG culture with hosts.
• Complete management training as directed.
• Support and follow Open Door policies.
• Support recruitment and hiring efforts to target hosts with skill sets compatible with our needs.

Additional Responsibilities

• Prepare for VIP visits.
• Becomes actively involved in the activities of the community and contributes to their success.
• Facilitate weekly staff meetings to ensure all pertinent information regarding resort operations is being communicated clearly and on a timely basis.
• Monitors daily MOD and restaurant shift reports. If needed, will follow up on guest concerns or operational deficiencies.
• Maintain daily knowledge of park activities and hours of operation.
• Develop programming that complements the CRG brand pillars and supports our culture of “surprise & delight.”
• Ensure Food & Beverage offerings are consistent with resort and outlet brands.
• Ensure the resort complies with all laws and Herschend policies as it relates to alcohol sales and service.
• Ensure that resort operations comply with all law govern regulations with our licenses.

Management reserves the right to change and/or add to these duties at any time.

EDUCATION & EXPERIENCE

• Bachelor’s degree or equivalent work experience required.
• Requires a minimum of 5 years’ General Manager experience at a multi-faceted resort.
• Must display a successful track record of accomplishment and growth.
• Showcase a broad knowledge of resort operations.
• Must possess a strong working knowledge of revenue management with successful strategies and practices that maximize revenue.
• Must be proficient in Microsoft Word, Outlook, Excel and PowerPoint.
• ProfitSword experience a plus.
• Knowledge of PMS and POS Systems. Micros (POS) and Opera (PMS) preferred.
• Experience with managing budgets with forecasted targets.

KNOWLEDGE, SKILLS, & ABILITIES

• Must have proven leadership skills in problem solving, team building, and elevating host morale.
• Must be able to demonstrate an ability to manage both up-line (ownership-asset manager-corporate officer) as well as down-line (department heads-managers and line level staff).
• Must be above average in attention to detail and accuracy of information.
• Must have cognitive aptitude for financial reports, complex conceptual and strategic thinking.
• Must be an effective communicator possessing strong verbal and written skills.
• Genuinely friendly, outgoing and caring…takes pride in their work.
• Must be self-motivated and disciplined, able to deal with fast-paced, highly interactive work environment.
• Must be positive and courteous while making decisions compatible w/ Herschend mission statement.
• Must be able to prioritize and complete work assignments on a timely basis.
• Must maintain strict confidentiality and judgment regarding privileged information.
• Must display and live out Servant Qualities by being: patient, kind, humble, respectful, selfless, forgiving, honest and committed.
• Have a balanced perspective when dealing with guests; represent the company in a positive light at all times while exceeding guest expectations.
• Must display and live out Lead with Love qualities strongly rooted in Herschend culture by being patient, kind, humble, respectful, selfless, forgiving, honest, and committed.
• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other hosts.
• Must reflect Herschend’s image by being genuinely friendly and caring and by taking pride in work.
• Must be self-motivated and disciplined.
• Must be able to prioritize and complete work assignments on a timely basis.
• Must maintain strict confidentiality and judgment regarding privileged information.
• Must be committed to continuous improvement.
• Must have professional appearance with good personal hygiene.
• Must promote and support a “team” work environment by cooperating and helping co-workers.
• Must be able to be productive in a fast-paced, dynamic environment.
• Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays.
• Must be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines.
• Must be able to utilize effective communication, problem solving, conflict management and interpersonal skills.
• Must show appreciation of others.
• Able to get along with other hosts to work out problems and resolve conflicts.
• Able to comprehend instructions and retain information.
• Able to perform duties consistent with creating a safe and secure environment for hosts and guests.
• Able to be flexible to handle frequent changes in priorities.
• Able to add, subtract, multiply and divide with accuracy.
• Able to communicate effectively using standard English grammar and punctuation.
• Able to tolerate various temperatures while working outdoors.
• Able to operate/drive a company vehicle with valid GA driver’s license and insurance.
• Able to meet the physical demands of the job.