The Thornhill Club - General Manager/COO

GGA Partners•Vaughan, ON

22d•Onsite

About The Position

The General Manager / Chief Operating Officer (“GM / COO”) is the leader of Thornhill’s management team and is responsible for all facets of the Club’s operations. The GM / COO manages and directs the Club’s employees subject to and in accordance with the direction of the Board of Directors (the “Board”). Direct reports include the Head Golf Professional, Greens Superintendent, Controller, Executive Chef, Food & Beverage Manager, Sports & Activities Manager, Facilities Manager, Marketing & Communications Manager.

Requirements

Strategic Management: Developing long-range plans that consider the club's vision, mission, and competitive landscape. Setting goals, allocating resources, and measuring progress.
Models Hospitality & Service Excellence: Creating a welcoming and exceptional experience for members and guests. Setting high standards for service and ensuring staff are well-trained and empowered to deliver.
Interpersonal Leadership: Building strong relationships with members, staff, and board members. Demonstrating empathy, active listening, and effective communication skills to foster collaboration and address concerns.
Club Governance: Understanding the legal and ethical frameworks that guide private club operations, including member rights and responsibilities, board structures, and regulatory compliance.
Leads Change & Supports Innovation: Championing new initiatives that improve the club's operations and member experience. Effectively communicating and managing change processes to gain buy-in from members and staff.
Financial Acumen: Understanding financial statements, budgeting, cost control, and financial analysis specific to the private club industry. Can use data and analytics to make data driven decisions and recommendations.

Responsibilities

Define, model, and embed a service philosophy that reflects the Club’s position as a premier private club, ensuring delivery of a consistently exceptional member and guest experience.
Establish and monitor member satisfaction, engagement, and retention metrics, using feedback (including surveys and direct interactions) to drive continuous improvement.
Personally maintain a visible and approachable presence throughout the Club, fostering strong, trust-based relationships with members and guests.
Create an inclusive and welcoming club environment that promotes a strong sense of belonging among members, guests, and employees.
Lead the development of the Club’s long-term strategic plan in partnership with the Board, ensuring alignment with member expectations, market dynamics, and the Club’s long-term vision.
Translate strategic priorities into clear annual operating plans with defined goals, timelines, and success measures.
Drive disciplined execution of strategic initiatives, regularly evaluating progress and adjusting plans based on results and evolving conditions.
Serve as the primary liaison to the Board of Directors, providing clear, concise, and timely information to support effective governance and decision-making.
Advise the Board on strategic, operational, and governance matters, maintaining a clear distinction between governance responsibilities and management authority.
Ensure compliance with Club bylaws, policies, and governance frameworks, supporting effective Board and committee processes.
Lead the development and execution of the Club’s annual operating, capital, and cash flow budgets in collaboration with the Board and Finance Committee.
Monitor financial performance against plan, identify variances, and implement corrective actions to ensure fiscal responsibility and long-term sustainability.
Oversee long-term capital planning, including prioritization, funding strategies, and alignment with strategic objectives.
Ensure disciplined financial controls, approvals, and reporting practices that safeguard the Club’s assets.
Build and sustain a high-performance leadership team by setting clear expectations, defining measurable goals, and holding leaders accountable for results.
Provide ongoing coaching, feedback, and formal performance management, including proactively addressing performance issues and implementing corrective actions when required.
Foster a collaborative, respectful, and team-oriented work environment that supports engagement, retention, and professional development.
Lead succession planning and talent development efforts to ensure continuity in key leadership roles.
Demonstrate emotional intelligence, empathy, and self-awareness in leadership, fostering trust and strong working relationships across the organization.
Oversee all Club operations to ensure consistent delivery of high-quality programs, services, and facilities aligned with defined standards.
Implement and continuously refine operating policies, procedures, and service standards to drive efficiency, consistency, and excellence.
Lead major projects and capital initiatives using disciplined project management practices, ensuring adherence to scope, timelines, budgets, and stakeholder expectations.
Identify, assess, and mitigate operational, legal, and regulatory risks in partnership with legal counsel and subject matter experts.
Ensure the safety, security, and well-being of members, guests, and employees through proactive policies, training, and oversight.
Lead organizational change initiatives, effectively communicating direction, managing resistance, and ensuring successful adoption across the Club.