Resort General Manager
Lodging Dynamics
- Midway, UT
- $200,000-225,000 per year
- Permanent
- Full-time
- Establishes priorities and leads key operational initiatives such as sales plan, budget development, and execution of physical property improvement projects.
- Provides hands-on leadership to ensure revenue is maximized while expenses are effectively controlled.
- Hires qualified associates, assembles skilled and cohesive teams, manages individual and team performance, provides developmental opportunities, and promotes teamwork and cooperation.
- Actively supervises department heads and all personnel with authority to issue progressive discipline when necessary, in conjunction with Human Resources.
- Approaches all encounters with guests and team members in an attentive, friendly, courteous, and service-oriented manner.
- Responsible for payroll administration.
- Conducts all department head performance appraisals.
- Participates in departmental expense and labor budgeting preparation.
- Schedules personnel within budget guidelines to assure adequate staffing to maintain service levels.
- Develops department attitude of attentiveness and anticipation of guest needs.
- Ensures guest special requests are fulfilled promptly and associates take ownership of issues.
- Ensures proper delivery of all guest services and experiences, including but not limited to, F&B outlets, banquet events, spa, golf, pool, and recreational experiences.
- Resolves guest complaints with Guest Relations concerning the hotel, or guest billing and chargeback inquiries.
- Monitors posting of guest charges to minimize lost revenue.
- Monitors suite availability and develops the hotel's yield management system with Sales to maximize suite revenue.
- Ensures an effective cash control system is in place and that all credit card and check cashing policies are followed.
- Maintains efficient operations and inventory controls for the hotel outlets.
- Responsible for the administration of key control procedures.
- Ensures proper procedures for guest safety deposit boxes, guest mail, and packages.
- Educates department personnel on emergency procedures, safety precautions, and safe work habits.
- Promotes excellent team member communication through department meetings, team member feedback, oral and written communication, and proper training.
- Participates in the weekend MOD development program.
- Assists in monitoring vehicle upkeep and maintenance schedule.
- Processes and tracks brand certificates (frequent guest programs, brand coupons and reimbursements, etc.) when presented as forms of tender to ensure we receive reimbursement from the brand.
- Oversees and approves the monthly Direct Bill accounts and statements and ensures that invoices are sent out weekly to maintain the accounts receivable balance within 60 days past due.
- Ensures all hotel supplies are efficiently stocked and/or all hotel equipment is in proper working condition.
- Processes accounts payable invoices for the hotel, including monitoring travel agent commission requests.
- Leads and conducts the brand daily stand-up meetings.
- Participates in and actively contributes to weekly Sales and Revenue meetings.
- Conducts monthly staff meetings or town halls with all staff members to build morale, establish rapport and communicate initiatives and results out to the entire team.
- Participates in monthly department meetings and continuous improvement meetings.
- Leads the commercial and operational activities of the hotel.
- Leads and develops a business plan to drive revenue.
- Reviews and implements strategic initiatives to drive commercial performance across the hotel and its facilities.
- Leads a team of managers to meet and exceed high expectations.
- Holds the property leadership team accountable for strategy execution, and guides their individual professional development.
- Responsible for all financial results of the property.
- Ensures the portfolio operations are functioning within the financial parameters established in the budget.
- Coordinates, directs, and manages day-to-day hotel operations.
- Prioritizes relationships with guests and external contacts.
- Complies with certification requirements as applicable, including Food Handlers, Alcohol Awareness, CPR, and First Aid.
- Supports and communicates company goals and initiatives, promotes company programs, and acts as an ambassador of the company.
- Involved in the community the hotel resides, interacts with community leaders to promote the property, and support community initiatives that benefit the business.
- Completes all required Company training/compliance courses as assigned.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- Performs other related duties as assigned.
- Bachelor's degree from an accredited university or equivalent in hospitality, business, or a related
- A minimum ten (10) years of hotel management operations, sales and marketing or related professional areas of experience in the hotel/hospitality industry required.
- A minimum five (5) years of experience as General Manager of resort or luxury full-service hotels required, Marriott brand full service or Autograph experience.
- A minimum five (5) years of experience leading complex food & beverage operations with multiple outlets.
- Determines and creates policies, procedures, and manuals for direct reports.
- Establishes objectives and goals for the team; plans, organizes, and manages workflow.
- Assigns, monitors, and reviews work; evaluates direct report's performance.
- Recruits, interviews, trains, disciplines, and terminates direct reports.
- Orientates and trains direct reports.
- Approves time records and time off requests; submits payroll for direct reports.
- Investigates and resolves concerns and complaints.
- Provides assistance and support; maintains a positive and professional working environment.
- Proven track record of success as a General Manager of a full-service luxury hotel/resort with multiple outlets (food & beverage, spa, retail, entertainment venues, etc.).
- Experience with group activities (i.e., conferences, conventions, etc.).
- Strong knowledge of Food & Beverage.
- Strong knowledge of Golf Operations
- Strong knowledge of luxury spa operations
- Strong people leader; building great teams to achieve company goals.
- Must work well in high pressure situations.
- Able to maintain composure and objectivity under pressure.
- Ability to proactively anticipate and prevent issues in the workplace.
- Ability to effectively listen, understand, and resolve issues and concerns from management, team members, and guests.
- Computer proficiency in Google Workspace.
- Computer proficiency in Microsoft Word, Excel, and Outlook.
- Understands how to develop and implement business strategies.
- Ability to interpret and create policies, procedures, and manuals.
- Excellent customer service skills.
- Ability to motivate and inspire a team to provide extraordinary customer service.
- Able to lead in a culturally diverse work environment and is a champion for diversity in the organization.
- Develops high-performing teams and fosters a culture of excellence.
- Able to adapt dynamically to shifting internal and external conditions.
- Strong business acumen, including financial management, budgeting, cost control, and revenue optimization.
- Able to identify and seize revenue-generating opportunities while effectively managing costs and resources.
- Excels at team building, leadership, and development.
- Excellent interpersonal skills to include coaching, counseling, mentoring, and public relations.
- Exceptional emotional intelligence and interpersonal skills, with the ability to build strong working relationships with team members at all levels.
- Visionary mindset, capable of developing and executing a comprehensive business strategy that aligns with brand identity and exceeds guest expectations.
- Knowledge of key industry trends, regulations, and the current industry landscape.
- Proven ability to drive revenue growth, optimize costs, and achieve financial targets.
- Proficient in time management; the ability to effectively organize and manage multiple priorities.
- Ability to take initiative and effectively adapt to changes.
- Recognizes an emergency situation and takes appropriate action.
- Able to establish and maintain a cooperative working relation.
- Ability to interpret and create spreadsheets.
- Able to use sound judgment; work independently, with minimal supervision.
- Strong analytical and problem-solving skills.
- Performs well with frequent interruptions and/or distractions.
- Basic math skills.
- Travel required as needed for conferences, training, etc.