General Manager

Company Description

Beautifully located on 145 beautiful wooded acres in the heart of the scenic Ozark Mountains, Westgate Branson Lakes Resort provides a positive, enriching work environment where you can meet and engage with guests who arrive to experience Branson’s world-class entertainment venues and the myriad of outdoor recreational opportunities at their doorstep. Enjoy the surroundings and excitement of this amazing resort as a member of the Westgate Branson Lakes team.

Job Description

The General Manager (GM) is responsible for the overall resort leadership  and efficient and effective operations of the resort. Reporting to the VP of Resort Operations or Regional Director, this role leads department heads, drives guest satisfaction, ensures financial goals are met, fosters Team Member engagement and upholds brand standards. The GM ensures compliance with all policies, safety regulations, and quality standards while building a strong team culture aligned with Westgate Resorts’ mission and values.  GM will possess Westgate’s core values, Integrity, Passion, and Work Ethic. These core values set the tone in everything we do at Westgate. The core values help us succeed in our roles while making a difference in the community and providing the best guest experience to our owners and guests and fulfilling careers for our Team Members.

As a General Manager you will:

• Ensure the successful operation of the resort and that the resort achieves the defined performance metrics under the direction of the Vice President, Resort Operations (VP) or Regional Director.
• Mentor, work closely with and train directors and department head that report to the GM.
• Ensure directors and department heads are aware of the policies and procedures for all Team Members 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.
• Oversee the operations of all applicable Resort Venues including but not limited to – Food & Beverage Outlets, Spas, Waterpark Operations, Marketplaces and other site Ancillary. Businesses.
• Regularly review all metrics including, but not limited to: Medallia, Kipsu, Quality Assurance Inspections, Financial Reports/Audits, Team Member Surveys, Compliance Training and Team. Member turnover.
• Provide regular and effective updates to the VP or Regional Director on the performance of the directors and department managers.
• Assist in the planning, development and implementation of organization policies and goals.
• Review appropriate reports such as HotSoS to determine effectiveness and efficiency of the Team and recommends and/or makes appropriate adjustments to ensure success.
• Participate in all meetings as assigned by the General Manager and Executive Leadership.
• Protect the Resort and its assets through enforcing and maintaining preventative maintenance programs.
• Work 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.
• Follow company policies and procedures and can effectively communicate them to subordinates.
• Work 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.
• Other duties as assigned.

Qualifications

Experience

• 10+ years of progressive leadership experience in resort or hospitality operations, including oversight of multi-department functions.
• Extensive experience in hospitality systems such as property management, point-of-sale, service order tracking, guest communication, and labor management tools.
• Proven leadership in diverse operational environments such as full-service hotels, resorts, entertainment complexes, retail, dining, and theme park venues.
• Strong financial and business acumen, including hospitality accounting and budgeting expertise.

Education & Certifications

• Bachelor’s degree in Hospitality Management, Business Administration, or related field required.
• Additional certifications in hospitality op