The General Manager at The Ridge at Horizons is the brand ambassador for guests and employees and is responsible for the leadership and development of the management team, finances, facility, and programs. Their primary role is not guest facing, but as the strategic business leader which includes all aspects of the operations. Key to this role is through coaching and mentoring their team, meeting, and exceeding guest expectations, while increasing profits and market share. The General Manager will develop a deep understanding of the numbers, what is driving the highest returns, and break them down to actionable strategic goals and KPIs. Most importantly, they will ensure the objectives and goals of the organization are not only met but exceeded.
Description:
- Develops and implements business plans designed to maximize guest satisfaction, profitability, and market share.
- Ensures that business plans are aligned with the overall business strategies and can execute those plans.
- Evaluates the success of property business strategies to inform future business plans.
- Ensures business plans and actions have a positive impact of the overall sustainability and profitability of the company.
- Creates predictability reports based on business trends, property reports, customer feedback, and staff input.
- With the leadership team, the General Manager will establish monthly, weekly, and daily budgets, KPIs and procedures which are aligned to the strategic plan.
- Will have HR responsibilities and will identify staffing needs and interview, hire, train, coach, and mentor, new members of the Ridge team.
- Will stay current with industry trends and monitors strength and weakness of competition.
- Will continually looking for ways to improve, streamline and positively impact the property performance.
- Will create a cohesive and high-performing leadership team that continuously strives for positive results and improvements. They will do this through coaching and developing their leadership team through providing specific feedback and holding their staff accountable for performance of themselves, their department, and their staff. The General Manager will lead by example, inspiring growth in their team professionally, and personally. They will coach their team on personal accountability and will grow and develop them by providing them with the autonomy to flourish under this style of leadership.
- They will hold semi-annual ‘check-ins’ with their leadership team, and annual performance reviews. They will model and coach the leadership team to also do this with their teams. The General Manager will, with the owner, organize and host team building and unifying activities for the staff.
- Will be an exceptional communicator and will maintain a strong and consistent feedback loop from their team to the owner and senior executives, as well as the reverse. They will be an advocate for their staff to the owner and senior executives and in turn, advocate for the owner and senior executives, when required. This chain of command feedback loop will have a strong SOP around addressing staff concerns or guest issues, where action and execution, with specific dates, will be required, and are of primary importance.
- Will foster an emotionally healthy work environment, model work-life balance, serve the guests, but not enable them, and they will model healthy guest-employee boundaries.
- Will champion the inclusion and unity of all Endless Horizon team members with the Ridge staff and guests, and foster connection between the shared services. They will inspire a culture of oneness amongst the Ridge team, the Edge team, the owners, and senior executives. They will encourage participation of Endless Horizon’s staff to attend fitness classes and hikes, therefore modeling to the guest a healthy lifestyle amongst the staff. They will promote the positive connection between the Ridge and the Edge, for the guests and for the staff.
- Will have a desire to learn and grow from others through asking questions, listening, and learning. They will recognize it’s not their responsibility, nor can they solve every problem, and they will instead create an environment that allows their team to rise and grow by allowing them to provide solutions and ideas to challenges that arise.
- Will operate as the information liaison from meetings they attend, to their staff, sharing all Ridge associated news with their team, with laser-like accuracy and precision. They will ensure every member of their staff is on TEAMS, and that every member of their leadership team has a Horizons email address.
- Will hold weekly meetings with their leadership team. They will have an agenda, and a dashboard. The meetings will be focused on information sharing, information gathering, problem solving, action items, and execution. The meetings will have structure and order.
- Will be the voice of reason for the organization. They will foster and create a culture of calmness and de-escalate when emotions are high amongst guests or staff.
- Will champion change and inspire the Ridge team to achieve overall operational excellence.
- Works with accounting to develop effective pricing strategies which balance property objectives and customer satisfaction.
- Identify ways to grow occupancy, RevPAR (revenue per available room), and market share by researching competitor strategies.
- Control labor and capital expenses.
- Build strong rapport with The Ridge at Horizons owner senior executives through proactive and on-going communication of brand initiatives, customer feedback and experience, in-depth analysis of property performance, and financial and employee business data.
- Ensures property compliance with legal, safety, operations, labor, and company service standards.
- Will works closely with the marketing department and identify guests that will be good for testimonials, positive reviews. They will work closely with the marketing department on multiple marketing initiatives and related opportunities that will bring more guests to the Ridge.
- Will be proactive and responsible for guest programming, special offers and theme weeks, and revenue generating opportunities. They will pay close attention to the calendar, and weekly sales reports, and forecast creative ways to bring more guests to the Ridge, especially on weeks that are trending toward fewer bookings.
Desired Skills & Experience
- Business, hotel and restaurant management, or finance background. A masters in BA would be considered an asset.
- Prior experience as GM or department head.
- 10+ years of experience in managing large teams.
- Strong financial acumen.
- Proven record of establishing strategic plans, actionable goals, and KPIs.
- Ability and willingness to work flexible hours including weekends, holidays, and late nights, if required.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to actively participate in fitness classes and demonstrate fitness routines and practices, sit and stand, walk, and run; to reach with hands and arms and talk and listen. Employee will be required to regularly walk on uneven terrain in varying temperatures outside. The employee is occasionally required to sit; to use hands to finger, handle, or feel; to taste and to smell. The employee must be able to regularly lift and/or move up to 50 pounds. Specific vision capabilities required by this job include close vision, distance vision, and peripheral vision.
OTHER:
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions of this position in the stated work environment. This job description is not intended to be all-inclusive. Therefore, the employee may be requested to perform other reasonable related duties as assigned by the immediate supervisor and other management as requested. The company reserves the right to revise or change job duties as business requirements dictate. It is mutually agreed that the job description does not constitute a written or implied contract of employment. It is also understood that the company reserves the right to change work schedules as required.
