General Manager

General Manager

The General Manager maintains a motivated, dedicated, and focused team to achieve critical business objectives and provides the highest level of guest satisfaction to members, owners, and guests.

Responsibilities include maintaining product and service quality standards by conducting ongoing evaluations, investigating and resolving complaints; initiating corrective action, as needed. Develops short and long term financial, operational plans and budgets for the resort, by department, which support the overall corporate objectives. Works closely with Human Resources (Corporate and local) to ensure employee motivation, training and development compliance, recruitment, retention, annual team member performance evaluation goals, as well as compliance with corporate policies and procedures and established labor regulations. Establishes and maintains applicable preventative maintenance program, to protect the physical assets of the resort, overseeing the efficient use of Asgard maintenance software system and daily monitoring of work orders, response times and status of service. Daily review of security statements and incident reports; oversees the efficient use of iTrak software for incident reporting, where applicable. Monthly profit and loss analysis with direct reports to plan strategies for those areas requiring improvement. Conducts daily guest room, public area, and property inspections. Communicate with Housekeeping, Maintenance and Front Desk regarding any corrective actions required. Prepares, reviews, codes, processes, and submits RPR’s, invoices and HOA contracts, as required. Complies with all Quality Assurance guidelines, achieves prescribed goals during biannual audits. Creates strategic long and short term plans to ensure the resort is maintained according to Diamond standards; properly budgets reserves and oversees all projects on site. Maintains a positive working relationship with all business partners including Marketing, Concierge, Inventory Control, Corporate support departments, and third party vendors. Maintains internal two-way inter-departmental communication systems and procedures to reach all team members and departments, as necessary. Creates, participates, and oversees a comprehensive Safety Program. 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.

Supervisory Responsibilities include determining and creating policies, procedures and manuals for direct reports. Establishing objectives and goals for the team; planning, organizing and managing work flow. Assigning, monitoring, and reviewing work; evaluating direct report's performance. Recruiting, interviewing, training, disciplining, and terminating direct reports. Orientating and training direct reports. Approving time records and time off requests; submitting payroll for direct reports. Investigating and resolving concerns and complaints. Providing assistance and support; maintaining a positive and professional working environment.

Qualifications include a high school diploma or equivalent, a minimum of five (5) years of experience in the vacation ownership and/or hospitality field required, and a minimum of five (5) years of supervisory experience in the vacation ownership and/or hospitality field required.