General Manager

General Manager

San Clemente Inn - San Clemente, CA 92672

Overview

Salary Range $80,000.00 - $90,000.00 Salary Position Type Full Time Job Shift Varied

Description

Grand Pacific Resort Management (GPRM) is a Southern California rooted company with a world-class culture and exciting growth plans. Inspired by the understanding that the aim of life is to enrich lives; GPRM was created to help families invest invaluable time away together. Join and grow with us as we strive to make vacation dreams a reality.

GPRM is searching for leadership talent to add a General Manager to our team.

As General Manager, you will be responsible for effectively leading and managing all aspects of the resort operation and for delivering results that contribute to the vision and overall success of Grand Pacific Resort Management.

Reports To: Regional Director or Vice President of Resort Operations

Purpose: Responsible for providing exceptional resort oversight:

• Deliver consistent quality resort management with a focus on maximizing financial performance and service culture.
• Mentorship of resort Associates.
• Liaison between Associates, Board of Directors, Owners/Guests and Management Company.
• Actively participate in the growth of GPRM.

Essential Functions:

• Associate Engagement & Empowerment
• Retention and Recognition
• Actively participate in the recruitment of Associate talent.
• Performance Management, including daily development of team members and timely annual review preparation and administration.
• Ensure New Associate Orientation Participation within 30 days of hire.
• Oversee time card record keeping of resort Associates and Managers.
• Manage Associate files, to include disciplinary documentation, positive remarks, training/certifications, reviews and assessments, merit increases, action plans, etc.
• Promote BE EPIC Moments program to highlight positive interactions with Owners/Guests and peers.
• Development
• Mentorship of team members and other identified Associates to assist in securing a bench of leaders for succession.
• Participate in Grand Pacific University (GPU), and assign applicable courses to resort Associates.
• Create time-bound action plans for improvement of Associates as needed.
• Engagement
• Cultivate an environment that embraces BE EPIC values and ensure GPRM's Service Culture is embodied by all Associates.
• Ensure Annual Associate Opinion Survey responses are managed via Manager Action Plans and that GPR Listens Sessions are conducted according to the Standard Operating Procedure.
• Conduct regular team meetings to ensure effective communication of resort team and encourage celebration through monthly team Rallies.
• Operational Excellence
• Resort Operations
• Oversee weekly Inventory Management, including preparation and execution of relocations or rental of any vacant units.
• Manage compliance of management contracts and vendors.
• Oversight of resort appearance and Preventative Maintenance (Synergy Program) to the highest standards possible.
• Manage and oversee Construction and FF&E projects/renovations by verifying a comprehensive and strategic, time-bound plan is in place.
• Knowledge of resort's CC&R's and Rules & Regulations to ensure compliance.
• Brand Standards
• Ensure consistency and adherence to all GPR Brand Standards & Standard Operating Procedures (Best Practices).
• Host weekly Coffee Klatch activity to generate face-time and feedback with resort Owners.
• Follow-up on Quarterly Resort Audit Action Items and ensure compliance to actionable items reviewed during audits.
• Conduct weekly property walks and monthly property audits with plans to improve results, along with Mystery Shop results.
• Manage Annual Owner Survey action items and focus on increasing Owner Satisfaction scores year-over-year.
• Service Culture
• Customer service standards (quantitatively/qualitatively) are achieved according to goals in all departmental categories.
• Maintain NPS Score at a 75% threshold or higher.
• Monitor and encourage TripAdvisor reviews, and engage with Owners/Guests to improve resort rankings quarterly.
• Support GPRM's Core Purpose "Enriching Lives by Creating Experiences Worth Sharing" via assuring all service best practices are embraced and adhered to.
• Review Exchange Company survey data, along with internal survey data.
• Comments and/or complaints must be appropriately responded to in a timely manner, with corrective action implemented.
• Utilize Salesforce daily to monitor Owner/Guest satisfaction scores, various survey responses and Board of Director activity, and provide a plan to improve results.
• Financial (Budgets & Labor)
• Develop and prepare annual Operating and Reserves budgets, with a goal of funding reserves at 50% or greater.
• Present annual budget to Board of Directors for approval.
• Monitor HOA delinquency by working closely with the Collections team.
• Oversee resort financial performance:
• Preparation of Income Statement (P&L) Variance Reports within two business days of Financial Review, to include a time-bound plan to improve if a negative variance to budget occurs.
• Utilize Cost Per Occupied Room (CPOR) report to analyze department expenses.
• Ensure a minimum Resort Service Fee (RSF) collection rate of 90%.
• Maintain City Ledger compliance by collecting payment on reservations within 30 days.
• Manage/Update Schedule of Values (SOV).
• Responsible for processing weekly Accounts Payable.
• Ongoing Reserve Study management, including updates as necessary to ensure specific threshold adherence.
• Safety
• Involvement in resort Owner/Guest and Associate Safety, including monthly safety walks, safety meetings and resort-specific safety programs.
• Participation in Worker's Comp Claims and Incident Reporting.
• Maintain an accident-free work place, and celebrating safe work practices.
• Board of Directors and Homeowners Association
• Exhibit the highest level of ethics and integrity consistent with GPRM's standards.
• Produce timely, accurate and mail-ready Board Packet development.
• Coordinate successful Board Meetings by total compliance to Board Meeting Standard Operation Procedures.
• Monitor Annual Board of Directors Survey results to ensure BOD Member Satisfaction.
• Maintain a strong, working knowledge of HOA relationships; while exhibiting working knowledge of HOA documents, governing statues and Board meeting procedures.
• Negotiate contracts on behalf of the HOA by presenting them in the correct legal fashion and having them vetted for implementation.
• New Business Development
• Participate in procuring new resorts:
• Onsite Lead Generation.
• Client interaction (resort tours/entertainment/Management Services Presentation).
• Assistance with Resort transitions by self and team members.
• Special Projects
• Volunteer for and accept special projects.
• Flawlessly execute projects according to identified scope and timeline.

Qualifications

Specific Job Knowledge, Skills and Abilities:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination or knowledge, skills and abilities:

• Ability to diffuse difficult customer situations and adapt to individual circumstances or needs.
• Advanced knowledge of the Timeshare industry and leadership.
• Dynamic team player who can think creatively, manage innovation and effectively challenge existing practices.