General Manager - Capital Vacations

Job Title: General Manager

Reports To: Capital Vacations Area Manager

Resort: Panama City Resort & Club

Summary: Responsible for the overall operation of the resort, including maintaining good working relationships with Board members, Resort Staff and Owners. Duties include overseeing the overall maintenance and service of the property, ensuring that all monies and reports are processed properly and on time, ensuring that proper inventories are maintained, maintaining proper contact with community agencies, establishing good vendor relations, supervising resort staff, monitoring exchange program and maintaining proper Board relations. Leads by example, builds morale, motivates and helps maintain the highest standards of excellence in Vacation Ownership amongst the employees.

Essential Duties and Responsibilities:

• Directs resort staff to achieve the goals listed below. Other duties may be assigned.

• Establishes standards for personnel administration and performance, service to guests, and customer service.

• Assists Capital Vacations in making recommendations to advertise rental potential for the benefit of the owners.

• Reviews night audit and daily paperwork for accuracy and timely completion.

• Ensures (with appropriate department head if not handled directly) that each department is adequately staffed according to the business demands.

• Responsible for recruiting new employees for vacant positions. Responsibilities include advertising, interviewing, reference checks. Also responsible for terminating employees and to make sure that the termination reflects established procedures outlined in the most current employee handbook.

• Approves the coordination and planning of guest activities and special events.

• Allocates funds, authorizes expenditures, and assists Capital Vacation in budget development.

• Oversees the assignment of owner, exchange, and rental guestrooms based on room availability and restrictions due to timeshare ownership of individual units.

• Responsible for the approval/verification of all vendor invoices and the timely submission to Capital Vacations Accounting.

• Responsible for planning, developing and implementing employee policies and procedures.

• See that Housemen keep entrance to lobby clean, vacuum lobby floors, sweep outside areas, empty ash urns, shine luggage carts, clean and polish glass on lobby doors.

• Responsible for services provided by Front Desk personnel that will ensure efficient operation, guest satisfaction, and to maintain positive position within the industry.

• Analyzes operating budget on at least a monthly basis to determine variances and be able to explain/account for those variances.

• Meets with desk staff and reviews activity, guest satisfaction, and occupancy reports to determine changes in activity programs or Front Desk operations.

• Responsible for the timely implementation of directives to department supervisors that outline policy, program, or operational changes.

• Promotes the resort within the local community.

• Works with owners and guests on a personal level to resolve problems or complaints. Handles special requests and unusual circumstances with compassion and understanding, in order to improve overall owner and guest satisfaction.

• Serves as liaison between owners, RCI, and Capital Vacations. Provides information and assistance to owners inquiring about management and exchange company policies and procedures.

• Acts as in-house representative for questions pertaining to payment of assessments and fees. Contacts owners whose fees are delinquent prior to the submission of their account to Capital Vacations collection agency. Works to resolve payment problems or disputes within Assessment Billing and Collection policy guidelines. Has authority to establish payment plans.

• General Manager will develop and implement a plan(s) to insure new owners have made reservations for their use weeks with-in four weeks after they close escrow. Those owners that have not made reservations will be contacted directly by resort staff under direction of General Manager.

• Reviews monthly comment card reports with staff. Make suggestions for changes to help enhance guest and owner perception of the resort and staff. Responsible for the follow through on suggestions and changes to ensure the comment cards scores improve or are maintained at the highest level

• Responsible for all required health and safety meetings/classes. Responsible for the establishment and maintenance of the health and safety program for all employees.

• Conducts himself/herself in a professional manner at all times.

• Follows all rules and regulations set forth in the latest Employee Handbook.

Qualifications:

• Must have at least five year’s experience in Vacation Ownership field or five years experience in hotel management.
• Batchelor’s Degree or High School Diploma and combined hospitality experience.
• Ability to deal tactfully and professionally with owners, guests, board members and public.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence via personal use of word processing and spreadsheet software.
• Ability to speak effectively before guests and employees of organization.
• Ability to calculate figures and amounts such as discounts, commissions, percentages, and payments. Ability to apply concepts of basic business math.
• Ability to define problems, collects data, establish facts, and draw valid conclusions.
• Ability to interpret a variety of instructions in mathematical form and deal with abstract and concrete variables.
• Ability to properly and safely lift 30 pounds.