Resort General Manager

Description

Operations Management

• Oversee all daily resort operations, including hotel, waterpark, arcade, food and beverage, housekeeping, maintenance, front office, and guest services.
• Ensure all departments operate efficiently while maintaining high service and cleanliness standards.
• Develop and implement operational procedures and best practices to improve efficiency and guest satisfaction.
• Monitor resort appearance, functionality, and overall guest experience throughout the property.
• Ensure compliance with all local, state, and federal regulations, including health, safety, labor, and licensing requirements.

Guest Experience

• Maintain a strong focus on guest satisfaction and service excellence.
• Address guest concerns and resolve escalated issues promptly and professionally.
• Monitor guest feedback, online reviews, and satisfaction scores to identify opportunities for improvement.
• Foster a welcoming, family-friendly environment throughout the resort.

Financial Management

• Develop and manage annual budgets, forecasts, and operational goals.
• Monitor financial performance, including revenue, labor costs, expenses, and profitability.
• Analyze financial reports and implement strategies to improve revenue and control costs.
• Drive occupancy, waterpark attendance, arcade revenue, and ancillary sales opportunities.

Leadership & Team Development

• Recruit, hire, train, coach, and develop department leaders and team members.
• Promote a culture of accountability, teamwork, professionalism, and guest service excellence.
• Conduct regular leadership meetings and performance evaluations.
• Support employee engagement, retention, recognition, and professional development initiatives.
• Monitor and track turnover rates and implement retention strategies to improve team stability.

Waterpark & Arcade Oversight

• Ensure waterpark operations meet all safety standards and regulatory requirements.
• Partner with department leaders to maintain safe, efficient, and guest-focused entertainment operations.
• Monitor water quality, ride safety inspections, and arcade equipment maintenance schedules.
• Ensure proper staffing levels and operational readiness during peak seasons and special events.

Sales & Revenue Growth

• Collaborate with sales and marketing teams to increase occupancy and resort visitation.
• Support promotions, events, group bookings, and community partnerships.
• Identify opportunities to improve guest spending and enhance resort offerings.

Requirements

• Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.
• Minimum of 5 years of hotel or resort management experience required.
• Previous experience overseeing family entertainment venues, waterparks, or large-scale resort operations preferred.
• Strong leadership, communication, and problem-solving skills.
• Proven ability to manage budgets, financial reporting, and operational performance.
• Knowledge of hospitality industry standards, guest service practices, and safety regulations.
• Ability to work flexible schedules, including nights, weekends, and holidays as needed.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to move throughout the resort property, including outdoor areas and waterpark facilities.
• Ability to occasionally lift up to 25 pounds.