GENERAL MANAGER

REPORTS TO 

Senior Director of Marketing & Operations

POSITION SUMMARY 

The General Manager provides leadership for setting and reinforcing the high standards of Terramor Outdoor Resort. This role is responsible for managing property budgets, coordinating business operations, exemplifying great customer service, managing operational costs, improving processes, identifying business opportunities, and hiring, onboarding, and developing team members. The GM demonstrates a high level of hospitality combined with an entrepreneurial spirit which aligns with KOA’s Culture, Mission, Vision, and Values.

SPECIFIC DUTIES 

• Primarily accountable for administration of resort operations and the implementation of service standards in order to maximize guest and employee satisfaction 

• Responsible for planning and tracking budgets to include planned revenue and operating expenses to meet or exceed NOI goals

• Recruit, hire, onboard, and retain employees to create a strong, diverse, and service-oriented team

• Provide world-class customers service maintaining a high Net Promoter Score and repeat guest satisfaction

• Manager all aspects of the hotel operations including housekeeping, maintenance, food and beverage and front desk

• Utilize employee and guest feedback to make long-term improvements to elevate guest and employee experience and positively impact NOI

• Prepare necessary reports to ensure team is working towards goals. To include average daily rates, pick-up and review of P&Ls

• Develop and manage resort policies and procedures to include safety, evacuation, escalation, closing and/or opening, service recovery, etc.

• Cross functional collaboration with Human Resources, Marketing, Real Estate Development and Finance departments to develop and implement vision and goals

• Organize and implement scheduled staff meetings to evaluate overall effectiveness of communication, training, and service goals

• Assist with development of annual budget, including labor budgets, capital, revenues and expenses

EXPECTED RESULTS 

• Obtain a guest experience that meets Terramor standards resulting in an NPS at or above goal

• Meet annual profit plan

• Developed employees yielding in upward progression and retain seasonal employees

• Serve as an ambassador for Terramor, creating a positive image within the community

JOB QUALIFICATIONS 

• 5+ years leading resort operations, guest experience, hospitality management

• 3+ years managing food and beverage operations

• Bachelors’ degree in hospitality, business, management, or similar a plus

• Proficient knowledge in Microsoft Office products

• Strong decision-making ability

• Proven experience in managing budgets

• Ability to work in a fast-paced and high-pressure environment

• Proven experience to motivate, lead, and develop teams 

• Dedication to guest and employee experience 

• Able to work nights, weekends, and holidays

• Valid driver’s license

PHYSICAL REQUIREMENTS

• Must be able to lift 50 pounds, lift and carry 25 pounds occasionally and 10 pounds regularly

• Must speak and write English fluently, ability to speak multiple languages a plus

• Requires long periods of sitting and/or standing, and computer usage

• Ability to bend, stoop, kneel, crouch, climb and move safely over uneven terrain

• Able to travel by airplane and automobile