General Manager

General Manager

This is a unique opportunity to work outdoors near some of the country's most popular national parks. As the General Manager (GM) you ensure the property delivers exceptional guest experiences, influence both team member and guest engagement, build a sense of pride among team members and guests to drive brand loyalty, and monitor and steer financial results.

This is a cross functional position requiring the GM to be the expert in customer service and operational processes while collaborating daily with team members from each department. You create a positive work environment by addressing employee concerns in a timely manner and hiring, training, and developing your team to deliver on company goals. GMs establish and communicate goals and expectations, measure performance, and hold the team accountable.

Key Responsibilities

• Be the expert on all camp-level policies and procedures in order effectively meet the needs of your team and of guests
• Lead a management team which hosts a daily stand up meeting with team members and a regular weekly meeting with all departmental supervisors
• Establish and maintain positive relationships with vendors and the local community
• Manage property level finances to match business needs to meet monthly and yearly financial goals
• Ensure that seasonal team members who utilize staff housing have all necessary information and forms needed to move in
• Build passion and enthusiasm for the company's mission
• Set the standards and model the behaviors for delivering a culture of excellence and professionalism that creates a positive and safe environment for everyone which leads to positive guest feedback and team member retention
• Evaluate departmental action plans to evoke change and make necessary improvements in service
• Identify consistent, streamlined processes and procedures to maximize resources, hold others accountable, eliminate non-value tasks, and prioritize time to focus on guest and team member experiences
• This includes implementing, auditing, and providing recommendations on all company-wide SOPs at your property consistently and correctly
• Clearly communicate expectations and goals to the team to achieve results
• Collaborate with other managers and departments in the company to further develop best practices and implement new policies and procedures to support growing business needs
• Attend and participate in company-wide meetings
• Lead all departments and support others to develop and learn, recognize their achievements, and build an organizational culture where knowledge and growth are valued and rewarded
• Coach team members and provide documentation in efforts to improve team member performance when expectations are not met
• Submit and be able to speak to all monthly financial performance metrics
• Create synergy across all departments to meet goals relative to employee engagement (eNPS), guest satisfaction (NPS), revenue performance (Top line), and profitability (CPOR and GOP)
• Submit professional and timely work products
• Spearhead capital projects as assigned and requested
• Be the point person for any property management relationships
• Assist at other Under Canvas properties for short-term assignments as needed and requested
• Make complex decisions in the face of ambiguity
• Address emerging issues and suggest ways to improve overall approach
• Excel in ambiguous environments with diverse individuals and groups by anticipating and responding to changes with swift, focused, and flexible solutions
• Promote company sustainability initiatives
• Other duties as assigned

Preferred Qualifications

• High School Diploma, GED, or equivalent work experience
• Minimum of 2 years of management experience delivering in-person customer service support in a fast-paced, results-driven environment, preferably in hotels or hospitality
• Demonstrated commitment to delivering high quality customer service
• Goal-oriented, results-driven, strong interpersonal and communication skills
• Ability to communicate clearly and concisely
• Ability to consistently interact with a friendly, enthusiastic, positive attitude
• Ability to demonstrate sound judgement, follow direction, and take decisive, appropriate action
• Willingness to learn and embrace company policies, practices and procedures, including emergency and safety procedures
• Must have strong organizational skills to execute and prioritize multiple tasks
• Strong influencing skills and ability to inspire teams
• Prior experience in budgeting, reporting, and P&L management
• Understanding of property management systems
• Basic knowledge of maintenance operations
• Experience in food and beverage operations and understanding of food safety

Additional Information

• This position requires the individual to wear and work in personal protective equipment, when applicable.
• This position requires that the individual is able to lift a minimum of 45lbs independently.
• Physical demands associated with this position include extensive walking, standing, bending, twisting, lifting, and maneuvering in an outdoor environment on uneven surfaces.
• Ability to work in extreme weather conditions including but not limited to heat, cold, rain, snow, humidity, and wind.
• Food Handler (ServSafe) Manager Certification
• Must be obtained by property opening date or before starting any work involving food or alcohol handling
• This position is contingent upon the satisfactory completion of a background check and/or motor vehicle records check, if requested by Under Canvas.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of Under Canvas.

Under Canvas strives to provide a comprehensive benefits and compensation package that addresses the needs of our team members. In addition, they can participate in:

• Health Insurance
• 401K (eligible if work hourly minimum as required by law)
• Heavily discounted tents for Under Canvas family and friends stays
• Bar N Ranch lodge and cabin discounts
• Lifestyle partner brand and industry discounts
• Housing available for employees only (no pets) and is subject to fringe benefit and maintenance fee paycheck deductions
• Employee Assistance Program

Under Canvas is an Equal Employment Opportunity Employer who prohibits discrimination, harassment, and retaliation of any kind.