Bar Harbor, ME, USA Req #519
Thursday, May 11, 2023

At KOA, we believe the outdoors is fun and for everyone. We are committed to having a diverse, equitable and inclusive environment where all are treated with dignity and respect. We strive to: 
• intentionally create a sense of community and belonging for our guests, employees and franchise partners
• continually educate ourselves and advance our understanding about DEI 
• sustain a culture that promotes diversity of thought and experiences
• ensure everyone has the ability to experience the outdoors and that our facilities are accessible to all
• drive change in our company and industry through action and implementation


Senior Director of Marketing & Operations


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.


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


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


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


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

Benefits Offered:
Medical Insurance
Dental Insurance
Vision Insurance
Health Savings Account
Flexible Spending Account
Dependent Care Account
Paid Life Insurance
Paid Long Term Disability
Voluntary Life Insurance
Voluntary Short-Term Disability
Voluntary Critical Illness Insurance
Voluntary Accident Insurance
Paid Time Off
Paid Parental Leave
Employee Assistance Program
401K Retirement Plan
401K Company Contributions

Other details

  • Pay Type Salary
  • Min Hiring Rate $80,000.00
  • Max Hiring Rate $90,000.00
  • Travel Required Yes
  • Travel % 10
Location on Google Maps
  • Bar Harbor, ME, USA