General Manager

General Manager

Requirements

• 10+ years of progressive leadership experience in resort or hospitality operations, including oversight of multi-department functions.
• Extensive experience in hospitality systems such as property management, point-of-sale, service order tracking, guest communication, and labor management tools.
• Proven leadership in diverse operational environments such as full-service hotels, resorts, entertainment complexes, retail, dining, and theme park venues.
• Strong financial and business acumen, including hospitality accounting and budgeting expertise.
• Bachelor’s degree in Hospitality Management, Business Administration, or related field required.
• Must speak and write fluently in English. Spanish is a plus.

Responsibilities

• Ensure the successful operation of the resort and that the resort achieves the defined performance metrics under the direction of the Vice President, Resort Operations (VP) or Regional Director.
• Mentor, work closely with and train directors and department head that report to the GM.
• Ensure directors and department heads are aware of the policies and procedures for all Team Members and that the policies and procedures are provided to all Team Member.
• Drive guest satisfaction by maintaining the product and service quality standards within each department.
• Work with directors and department heads to develop annual budgets / Capital Plans to accurately forecast financial performance and to deliver financial results in accordance with those budgets, analyzing budget requests and past P&L variance to identify areas in which reductions and/or allocations can be made, assigning action plans where needed.
• Oversee the operations of all applicable Resort Venues including but not limited to – Food & Beverage Outlets, Spas, Waterpark Operations, Marketplaces and other site Ancillary. Businesses.
• Regularly review all metrics including, but not limited to: Medallia, Kipsu, Quality Assurance Inspections, Financial Reports/Audits, Team Member Surveys, Compliance Training and Team. Member turnover.
• Provide regular and effective updates to the VP or Regional Director on the performance of the directors and department managers.
• Assist in the planning, development and implementation of organization policies and goals.
• Review appropriate reports such as HotSoS to determine effectiveness and efficiency of the Team and recommends and/or makes appropriate adjustments to ensure success.
• Participate in all meetings as assigned by the General Manager and Executive Leadership.
• Protect the Resort and its assets through enforcing and maintaining preventative maintenance programs.
• Work closely with Risk Management and Safety and Security to protect the assets of the Resort and provide for the safety of all guests and Team Members.
• Follow company policies and procedures and can effectively communicate them to subordinates.
• Work closely with Team Member Services to ensure that the Resort is in compliance with all federal, state, and local laws, including OSHA, EEOC, Wage and Hour and Health laws.
• Manage time and projects effectively to produce a desired result in view of available resources.
• Promote CFI/Westgate Resorts’ Mission Statement and philosophies to both team members and guests.
• Other duties as assigned.

Preferred Qualifications

• Additional certifications in hospitality operations or leadership development are a plus.