General Manager

Company Description

The beautiful lakefront Westgate Lakes Resort & Spa offers you the perfect opportunity to meet and share stories with guests who arrive from around the world to experience Central Florida’s world-famous theme parks and attractions. Enjoy the surroundings and excitement that our world-class resort offers when you join the Westgate Lakes team.

Job Description

As the General Manager of one of our largest Westgate properties, including the renowned Westgate Lakes property, conveniently situated just minutes from numerous theme parks in the heart of Orlando, your role is crucial. With over 2000 luxurious rooms and top-notch amenities, your primary goal is to ensure the smooth operation of the resort and enhance guest satisfaction. You'll lead a team across various departments, collaborating closely with senior leadership to provide guidance. Your focus on efficiency and effective communication will help maintain a culture of excellence within our organization. 

Essential Duties and Responsibilities:

• In partnership with senior leadership, the General Manager is responsible for overseeing the successful operation of the resort and ensuring that it meets defined performance metrics
• Mentor, work closely with and train directors and department head that report to the GM
• Ensures directors and department heads are aware of the policies and procedures for all employees 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
• Drive guest satisfaction by maintaining the product and service quality standards
• Regularly review all metrics including, but not limited to: Medallia, Kipsu, Quality Assurance Inspections, Shopper Reports, Financial Reports/Audits, Team Member Surveys, Compliance Training and Team Member turnover
• Provide regular and effective updates to the VP or AGM on the performance of the directors and department managers
• Assists in the planning, development and implementation of organization policies and goals
• Reviews appropriate reports such as HotSoS to determine effectiveness and efficiency of the Team and recommends and/or makes appropriate adjustments to ensure success
• Actively participates in all meetings as assigned by the VP and Executive Leadership
• Protects the Resort and its assets through enforcing and maintaining preventative maintenance programs.
• Works 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
• Follows company policies and procedures and can effectively communicate them to subordinates.
• Works 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
• Promotes organization in industry or trade associations
• Directly leads both the Assistant General Manager and Resort Operations Director, who are responsible for overseeing Food and Beverage, Housekeeping, SPA, Engineering, Waterpark, and Activities
• Other duties as assigned

Qualifications

• Bachelor’s degree (B.A. or B.S.) from a four-year college or university preferred
• 7+ years related senior resort management experience
• Proven track record managing a property with over 1000 rooms
• Hospitality industry experience is essential, timeshare experience a plus
• Experience in hospitality accounting, property management, point of sale, service order, guest communication and labor management applications
• Organizational, relationship, interpersonal, troubleshooting, attention to detail, time management, priority management, and multi-tasking skills
• Proven ability to work independently and within a team
• Ability to interact well with fellow team members and leadership from other resorts and departments.
• Previous experience leading in the hospitality sector, including hotels/resorts, retail/dining/entertainment venues, theme parks, etc.

Additional Information

Why Westgate?

• Comprehensive health benef