Resort General Manager - Lodging Dynamics

Lodging Dynamics Hospitality Group is based in Provo, Utah and is a nationally recognized, award-winning operator of premium-brand, select service, and extended-stay hotels, and one of a few third-party operators approved by Marriott and Hilton. The Company has managed hotels in the Marriott, Hilton, Hyatt, and IHG premium-brand families. For more information, visit www.lodgingdynamics.com.

JOB SUMMARY

The Resort General Manager is a well-regarded ambassador of Lodging Dynamics and the primary strategic business leader who carries a strong vision for the hotel. They ensure implementation of the Autograph Collection brand service strategy and brand initiatives with the objective of delivering an exceptional guest experience. He or she is responsible for all aspects of resort operations providing support, supervision, and guidance to their leadership and front-line team members; and ensures financial performance is optimized and luxury service levels are maintained.

ESSENTIAL JOB FUNCTIONS

• Establishes priorities and leads key operational initiatives such as sales plan, budget development, and execution of physical property improvement projects.
• Provides hands-on leadership to ensure revenue is maximized while expenses are effectively controlled.
• Hires qualified associates, assembles skilled and cohesive teams, manages individual and team performance, provides developmental opportunities, and promotes teamwork and cooperation.
• Actively supervises department heads and all personnel with authority to issue progressive discipline when necessary, in conjunction with Human Resources.
• Approaches all encounters with guests and team members in an attentive, friendly, courteous, and service-oriented manner.
• Responsible for payroll administration.
• Conducts all department head performance appraisals.
• Participates in departmental expense and labor budgeting preparation.
• Schedules personnel within budget guidelines to assure adequate staffing to maintain service levels.
• Develops department attitude of attentiveness and anticipation of guest needs.
• Ensures guest special requests are fulfilled promptly and associates take ownership of issues.
• Ensures proper delivery of all guest services and experiences, including but not limited to, F&B outlets, banquet events, spa, golf, pool, and recreational experiences.
• Resolves guest complaints with Guest Relations concerning the hotel, or guest billing and chargeback inquiries.
• Monitors posting of guest charges to minimize lost revenue.
• Monitors suite availability and develops the hotel's yield management system with Sales to maximize suite revenue.
• Ensures an effective cash control system is in place and that all credit card and check cashing policies are followed.
• Maintains efficient operations and inventory controls for the hotel outlets.
• Responsible for the administration of key control procedures.
• Ensures proper procedures for guest safety deposit boxes, guest mail, and packages.
• Educates department personnel on emergency procedures, safety precautions, and safe work habits.
• Promotes excellent team member communication through department meetings, team member feedback, oral and written communication, and proper training.
• Participates in the weekend MOD development program.
• Assists in monitoring vehicle upkeep and maintenance schedule.
• Processes and tracks brand certificates (frequent guest programs, brand coupons and reimbursements, etc.) when presented as forms of tender to ensure we receive reimbursement from the brand.
• Oversees and approves the monthly Direct Bill accounts and statements and ensures that invoices are sent out weekly to maintain the accounts receivable balance within 60 days past due.
• Ensures all hotel supplies are efficiently stocked and/or all hotel equipment is in proper working condition.
• Processes accounts payable invoices for the hotel, including monitoring travel agent commission requests.
• Leads and conducts the brand daily stand-up meetings.
• Participates in and actively contributes to weekly Sales and Revenue meetings.
• Conducts monthly staff meetings or town halls with all staff members to build morale, establish rapport and communicate initiatives and results out to the entire team.
• Participates in monthly department meetings and continuous improvement meetings.
• Leads the commercial and operational activities of the hotel.
• Leads and develops a business plan to drive revenue.
• Reviews and implements strategic initiatives to drive commercial performance across the hotel and its facilities.
• Leads a team of managers to meet and exceed high expectations.
• Holds the property leadership team accountable for strategy execution, and guides their individual professional development.
• Responsible for all financial results of the property.
• Ensures the portfolio operations are functioning within the financial parameters established in the budget.
• Coordinates, directs, and manages day-to-day hotel operations.
• Prioritizes relationships with guests and external contacts.
• Complies with certification requirements as applicable, including Food Handlers, Alcohol Awareness, CPR, and First Aid.
• Supports and communicates company goals and initiatives, promotes company programs, and acts as an ambassador of the company.
• Involved in the community the hotel resides, interacts with community leaders to promote the property, and support community initiatives that benefit the business.
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Performs other related duties as assigned.

EDUCATION

• Bachelor's degree from an accredited university or equivalent in hospitality, business, or a related

EXPERIENCE

• A minimum ten (10) years of hotel management operations, sales and marketing or related professional areas of experience in the hotel/hospitality industry required.
• A minimum five (5) years of experience as General Manager of resort or luxury full-service hotels required, Marriott brand full service or Autograph experience.
• A minimum five (5) years of experience leading complex food & beverage operations with multiple outlets.

SUPERVISORY RESPONSIBILITIES

Spends the majority of the time (50% or more) achieving organization objectives, often through coordinating the achievements of subordinate staff. A portion of the time may be spent performing individual tasks related to those performed by direct reports, but primary duties are supervisory or organizational goal related. Analyzes and resolves problems, determines work techniques, monitors for regulatory compliance, maintains production, interprets and creates policies, and demonstrates solid subject matter knowledge. Establishes departmental goals and objectives, functions with independence, and makes decisions on matters of significant importance. Manages human, financial, and/or physical resources; proactively assesses risk to establish systems and procedures to protect organizational assets. Exercises judgment within defined procedures and policies to determine appropriate action. Develops systems to ensure subordinates adhere to policies and procedures in compliance with organizational goals and objectives.

Specific supervisory duties include, but are not limited to the following:

• Determines and creates policies, procedures, and manuals for direct reports.
• Establishes objectives and goals for the team; plans, organizes, and manages workflow.
• Assigns, monitors, and reviews work; evaluates direct report's performance.
• Recruits, interviews, trains, disciplines, and terminates direct reports.
• Orientates and trains direct reports.
• Approves time records and time off requests; submits payroll for direct reports.
• Investigates and resolves concerns and complaints.
• Provides assistance and support; maintains a positive and professional working environment.

SKILLS & ABILITIES

This position requires the capability to understand and follow both oral and written directions, as well as, the knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.

• Proven track record of success as a General Manager of a full-service luxury hotel/resort with multiple outlets (food & beverage, spa, retail, entertainment venues, etc.).
• Experience with group activities (i.e., conferences, conventions, etc.).
• Strong knowledge of Food & Beverage.
• Strong knowledge of Golf Operations
• Strong knowledge of luxury spa operations
• Strong people leader; building great teams to achieve company goals.
• Must work well in high pressure situations.
• Able to maintain composure and objectivity under pressure.
• Ability to proactively anticipate and prevent issues in the workplace.
• Ability to effectively listen, understand, and resolve issues and concerns from management, team members, and guests.
• Computer proficiency in Google Workspace.
• Computer proficiency in Microsoft Word, Excel, and Outlook.
• Understands how to develop and implement business strategies.
• Ability to interpret and create policies, procedures, and manuals.
• Excellent customer service skills.
• Ability to motivate and inspire a team to provide extraordinary customer service.
• Able to lead in a culturally diverse work environment and is a champion for diversity in the organization.
• Develops high-performing teams and fosters a culture of excellence.
• Able to adapt dynamically to shifting internal and external conditions.
• Strong business acumen, including financial management, budgeting, cost control, and revenue optimization.
• Able to identify and seize revenue-generating opportunities while effectively managing costs and resources.
• Excels at team building, leadership, and development.
• Excellent interpersonal skills to include coaching, counseling, mentoring, and public relations.
• Exceptional emotional intelligence and interpersonal skills, with the ability to build strong working relationships with team members at all levels.
• Visionary mindset, capable of developing and executing a comprehensive business strategy that aligns with brand identity and exceeds guest expectations.
• Knowledge of key industry trends, regulations, and the current industry landscape.
• Proven ability to drive revenue growth, optimize costs, and achieve financial targets.
• Proficient in time management; the ability to effectively organize and manage multiple priorities.
• Ability to take initiative and effectively adapt to changes.
• Recognizes an emergency situation and takes appropriate action.
• Able to establish and maintain a cooperative working relation.
• Ability to interpret and create spreadsheets.
• Able to use sound judgment; work independently, with minimal supervision.
• Strong analytical and problem-solving skills.
• Performs well with frequent interruptions and/or distractions.
• Basic math skills.

TRAVEL REQUIREMENTS

• Travel required as needed for conferences, training, etc.

Lodging Dynamics Hospitality Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Lodging Dynamics does not discriminate based on disability, veteran status, or any other basis protected under federal, state, or local laws.