Resort General Manager

Job Description

Job Description

Job Title

General Manager

Job Summary

A Resort, its facility, services, and staff constitute an environment dedicated to providing recognition, quality service, overall satisfaction, and value to its members. The General Manager's primary purpose is to assure all actions are coordinated to exceed Guest and Member expectations while achieving revenue objectives and satisfying financial covenants and contractual obligations. The single indicator of a General Manager's success is continued growth, achieved through effective marketing, sales, Guest and Member Relations, and operational quality, as measured by growth in actual Rental Members, net dues, and initiation fees.

Essential Responsibilities

• Oversee a complete professional team to provide services and support for all aspects of the Resort, including front office, rental operations, housekeeping, maintenance, food & beverage, concierge, activities, valet, finance, and human resources. Adapt and grow as the resort develops.
• Oversee the relationship with the local HOA management, on-site vendors, rental managers, and local partner vendors.
• Provide new revenue potential opportunities to maintain a positive cash flow position.
• Secure and maintain active, positive involvement from the Managing Principals by sharing the vision for the Resort and the means to achieve it, gaining their support to build a culture of Guest and Member focus, quality, and service.
• Keep the Managing Principals regularly informed about the state of the Resort through well-organized, documented, and effective meetings.
• Follow established financial plans and revenue guidelines in all areas.
• Set resort goals, both qualitative and quantitative. Develop business and financial plans for the Resort. Monitor Resort performance according to plan on a daily / weekly basis and take appropriate actions as needed to assure expected revenues are realized from each operating area in the Resort. Work with department heads to develop and implement actions to ensure Resort performance from each operating area to plan.
• Ensure all expense control systems are in place with close monitoring of all department expenses, including revenue to payroll ratio. Ensure appropriate forecasting systems are utilized.
• Maintain exceptional Member Relations and facilities by creating a quality environment through staffing, programming, service operations, and maintenance.
• Actively market Memberships, Member services, and facilities to attract new Owners and achieve revenue objectives.
• Identify programming opportunities for Member events in all operational areas, such as food and beverage, waterpark, sports, and other recreational facilities, to satisfy ongoing guest and Member needs and implement them to achieve revenue objectives.
• Monitor Owner attrition. Develop action plans to curtail attrition and maintain it at the lowest possible level. Personally contact resigning Owners to ascertain the reasons for resigning, with documentation.
• Work with the VP of Sales to ensure quality of course, maintaining budget and compliance with company standards, as well as environmental regulation compliance.
• Ensure the Resort is not placed in a position of liability by acts of negligence or poor management decisions.
• Manage and set the expectations that Department Heads will identify and develop employee development plans in all departments for career advancement using performance review systems, cross-training, and goal setting.
• Coordinate the People Strategy needs from each Resort operating area into an organized, well-defined human resources plan which identifies recruiting and placement targets, specific actions to address developmental needs, recognition, and training objectives.
• Recruit, select, develop, and continually evaluate a qualified staff of Department Heads to understand the relationships between value, Member Satisfaction, and Member retention / attrition, while achieving departmental revenue objectives and net margins.
• Create a motivated work environment, centered upon teamwork and mutual respect that focuses on Member and Employee Partner Satisfaction, while exceeding the Resort's revenue objectives.
• Perform a multitude of different functions as needed, helping others when the occasion arises.
• Adhere to all company, Resort, and department written mandatory standards of operation, policies and procedures, manuals, memos, oral instructions, etc.
• Conduct oneself as a representative of the Resort's management team, visibly supporting and implementing policy and demonstrating high standards of ethics and integrity with Members, peers, and employees.
• Maintain good conduct and safe working habits while in all areas and assure that others are acting safely. Audit assets, maintenance procedures, and safety practices in each Resort operating area through the staff of Department Heads to assure a secure, safe environment is maintained.
• Apply initiative to achieve personal / professional growth as a member of the Resort's management team and maintain professional certifications as they may apply to the business.
• Ensure all Resort Policies and Procedures are adhered to and ensure all Resort staff are accountable for compliance with these Policies and Procedures.
• Assure each Resort Employee Partner in high Member contact areas has successfully completed training and is actively promoting Resort programs / events.
• Actively participate in Resort events, facilitating Members to create their own value, making use of significant personal contact as a means of gathering feedback.
• Take initiative to solve problems, utilizing all available resources including regional and corporate staff.
• Ensure service recovery programs are in place, staff is properly trained to execute, and being properly utilized as set forth by management.
• Personally handle serious Guest and Member complaints and concerns quickly and effectively to ensure issues are resolved to their satisfaction.
• Lead and motivate others to achieve expected outcomes.
• Manage time effectively.

Requirements

Equal Opportunity Employer

NDM Hospitality is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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