Assistant General Manager

Wilderness Resort•Sevierville, TN

About The Position

The Assistant General Manager oversees, directs, and assists with resort and hotel operations to promote the hotel and waterpark while maintaining excellent guest service. The role analyzes operating procedures, implements changes to improve products and services, and assists with future hospitality product development. The Assistant General Manager also directs other related operations as assigned by the General Manager and may carry out responsibilities personally or through subordinate supervisors. In conjunction with the Chief Operating Officer and General Manager, the Assistant General Manager establishes annual operating budgets, marketing strategies, long-range operating philosophies and standards, and action plans. The role oversees assigned departments and operational functions, monitors budget performance, initiates cost-saving measures, reviews policies and procedures, and reports progress to the General Manager. Major unplanned changes or expenditures are discussed with the General Manager in advance. The position involves community and industry engagement, staying informed about resort-market developments, and traveling as necessary to trade shows, industry events, competitor facilities, and client solicitations. The Assistant General Manager manages subordinate Directors and Department Heads, including employee hiring, training, work direction, performance evaluation, corrective action, and resolution of guest concerns. The role also enforces company safety protocols and required PPE standards. The job requires a bachelor's degree or equivalent education and experience, strong leadership and communication abilities, independent judgment, problem-solving and staff-training skills, and the ability to operate standard office equipment. The position has regular standing, walking, and sitting; frequent climbing or balancing; occasional stooping, kneeling, crouching, or crawling; and occasional exposure to wet or humid conditions and outdoor weather. Noise levels are moderate.

Requirements

Bachelor's degree from a four-year college or university, or one to two years of related experience and/or training, or an equivalent combination of education and experience.
Tennessee driver's license or ability to obtain one within 30 days of employment.
Ability to be covered by and maintain company insurance.
Strong leadership skills and ability to motivate people.
Good negotiation and listening skills.
Ability to act independently with little supervision.
Hands-on management approach; organization, attention to detail, and creative thinking.
Problem-solving and staff-training skills.
Ability to handle multiple duties efficiently and stressful situations.
Ability to operate a computer, word-processing and spreadsheet software, voicemail, copier, fax machine, and calculator.
Good understanding of company policies and procedures.
Working knowledge of resort amenities, room designs, and general golf.
Good attendance and punctuality; professionalism, appropriate grooming, and proper uniform.
Ability to work efficiently and follow resort and office policies and standard operating procedures.
Thorough understanding of safety standards and ability to influence and enforce behavioral compliance across a diverse team.
Ability to read, analyze, and interpret complex documents; respond effectively to sensitive inquiries or complaints; write speeches and articles; and deliver persuasive presentations to management, public groups, or boards of directors.
Ability to work with probability, statistical inference, geometry, trigonometry, fractions, percentages, ratios, and proportions in practical situations.
Ability to define problems, collect data, establish facts, draw valid conclusions, and interpret technical instructions involving mathematical or diagram form and abstract and concrete variables.
Regularly stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear; frequently climb or balance; occasionally stoop, kneel, crouch, or crawl.
Frequently lift up to 10 pounds and occasionally lift up to 25 pounds.
Vision abilities include close, distant, color, and peripheral vision, depth perception, and ability to adjust focus.

Responsibilities

Oversee, direct, and assist with resort and hotel operations.
Analyze operating procedures and implement changes to improve products and services.
Assist with and initiate future hospitality operations and product development.
Establish annual operating budgets and marketing strategies with the Chief Operating Officer and General Manager.
Establish long-range operations philosophy and standards, and develop action plans and budgets to meet objectives.
Oversee assigned hospitality operations and ensure products and services consistently meet established standards.
Manage budget performance and initiate cost-saving directives.
Review resort policies and procedures and monitor systems, making changes or alterations when necessary.
Report progress to the General Manager verbally or in writing.
Consult with the General Manager before making dramatic changes or major unplanned or unbudgeted expenditures.
Engage with community and state organizations, including visitors bureaus, tourism entities, service clubs, and networks.
Keep current with resort-market developments and trends through industry conventions, seminars, and periodicals.
Travel as necessary to trade shows, industry gatherings, competitor facilities, and client solicitations.
Plan, develop, and recommend specific policies and programs.
Enforce company safety protocols and mandatory PPE standards among subordinate staff, and take corrective action for violations.
Manage subordinate Directors and Department Heads and direct, coordinate, and evaluate their departments.
Interview, hire, and train employees; plan, assign, and direct work; appraise performance; and take rewarding or corrective actions.
Address guest complaints and concerns and resolve problems.
Work with and evaluate the operational budget.
Perform other duties assigned by management.