Silver Dollar City Resort General Manager

Herschend Corporate Career•Branson, MO

About The Position

Silver Dollar City is ushering in a new era of Ozarks hospitality with its first-ever landmark resort, a stunning six-story, craftsman-style, 262-room retreat which overlooks sweeping, untouched vistas of the Ozark Mountains and Table Rock Lake. Thoughtfully designed to blur the lines between nature, craft, and comfort, Silver Dollar City Resort offers guests direct, priority access to the park and nearby attractions and serves as a focal point of a major multi-million-dollar investment redefining the Branson experience. From the theme park and White Water to Showboat cruises and the region’s most beloved adventures, the resort is the best way to experience it all. Joining the Silver Dollar City Resort team is becoming part of a legacy of service. Rooted in the Herschend family’s decades-long commitment to heartfelt hospitality, inspiring storytelling, and the preservation of regional craft, this organization has grown from a single cave tour in the 1950s into the world’s largest family-owned theme park, attractions, and hospitality company. If you’re passionate about creating meaningful, memory-making experiences and want to play a foundational role in shaping how thousands of families discover the Ozarks for generations to come, this is a rare opportunity to help build something extraordinary with a mission-driven team that truly cares. Reporting to the Vice President, Resorts & Lodging Operations, the General Manager functions as the primary strategic business leader with responsibility for all aspects of the operation, including managing the property performance, sales and marketing strategy, profitability, revenue generation, and the operation’s annual goals. The General Manager will lead by example and provide the vision and leadership that inspires others to go above and beyond with exceeding our guests’ expectations. Act as a steward and key leader for reinforcing our Lead with Love Culture as well as ensuring we are creating memories worth repeating for our guests. The results of the proper execution of these responsibilities ensure our balanced scorecard objectives are met.

Requirements

Bachelor’s degree required or equivalent work experience.
Requires a minimum of 5 years’ experience at a multi-faceted upscale resort.
Must display a successful track record of accomplishment and growth.
Showcase a broad knowledge of resort operations.
Must have experience with managing budgets with forecasted targets.
Must possess a strong working knowledge of revenue management with successful strategies and practices that maximize revenue.
Must have proven leadership skills in problem solving, team building, and elevating host morale.
Must be able to demonstrate an ability to manage both up-line (ownership-asset manager-corporate officer) as well as down-line (department heads-managers and line level staff).
Must be above average in attention to detail and accuracy of information.
Must have cognitive aptitude for financial reports, complex conceptual and strategic thinking.
Must be an effective communicator possessing strong verbal and written skills.
Must be proficient in Microsoft Word, Outlook, Excel and Power Point.
Must be able to obtain a Missouri State driver’s Class E license and auto insurance.

Nice To Haves

ProfitSword experience a plus.
Knowledge of PMS and POS Systems.
Micros (POS) and Opera (PMS) preferred.

Responsibilities

Managing Property Operations and Department Budgets
Champion the legacy of culture ensuring that the resort’s service programs consistently reflect long standing values of service, hospitality and community.
Model and reinforce the Company’s core values through daily leadership presence and real-time feedback to leadership and hosts on service and operational standards, including feedback on all levels of service and operational details.
Establish and maintain a guest-centric service philosophy that upholds the Company’s longstanding reputation for warmth, authenticity, and exceptional experiences.
Review and address, when necessary, all guest surveys, comments, social postings, etc. to ensure our Net Promoter Score goals are achieved by identifying opportunities for continued cultural alignment and service enhancements.
Create and support clear lines of responsibility for leadership team, including coverage and oversight throughout the day.
Walk the property to ensure public spaces, grounds, work and kitchen areas meet sanitation and cleanliness/maintenance standards.
Manage the flow of labor between departments to support effective management of the labor budget and achievement of profitability goals.
Support project management for the execution of capital improvements.
Review safety audits on food, alcohol, health and Enterprise Risk Management goals.
This position has a unique and critical role to develop a culture that delivers consistently high quality service and nationally acclaimed hospitality.
Managing and Sustaining Sales & Marketing Strategy
Work with Director of Sales and Director of Resorts & Lodging Marketing to establish sales & marketing strategy, sales goals, deployment, and action plans.
Design and uphold resort-wide service standards that complement the guest experience of the theme park.
Understand and leverage sales and marketing strategies over competitor properties.
Participate in sales and marketing related meetings.
Participate in and host customer recognition events to drive sales.
Managing Profitability
Measure, analyze, and communicate property performance using a variety of financial/non-financial data including controllable costs, sales revenue, guest satisfaction, and host engagement data.
Monitor property forecasts on revenue and expenses.
Manage on-property controllable costs associated with rooms, housekeeping, events and food & beverage operations.
Initiate action to support property revenue and profitability goals.
Update and communicate profit forecasts to appropriate level leaders and supervisors.
Participate in period end financial reviews.
Maintaining Revenue Management Goals
Manage the relationship with the revenue management team.
Review and collaborate on property revenue forecasts and goals.
Ensure operations are supporting revenue management tactics, especially in front office operations to ensure same day sellouts and future goals.
Meet regularly with Regional Revenue Manager, Resorts & Lodging.
Maintain Relationships with Property Stakeholders
Collaborate with Silver Dollar City leadership to create cross-property experiences and seamless guest journeys.
Serve as the ambassador between the resort and the Silver Dollar City Attractions organization, ensuring alignment while fostering the resort’s own identity within the brand.
Keep leadership teams, owners, and above property stakeholders updated on property performance in the areas of financials, guest satisfaction and host engagement.
Prepare and present reports for Property Support Center and above property leadership using financial/performance data.
Conduct property critiques and annual business reviews.
Partner with corporate leaders to develop long-term strategies that extend the attraction’s legacy into the resort experience.
Managing and Conducting Human Resource Activities
Translate established Silver Dollar City and Herschend culture standards into resort-specific practices, onboarding materials, service rituals, and employee programs.
Recruit, select, and develop a diverse team that embodies the company’s cultural expectations and service mindset.
Utilize Lead with Love principles on daily basis in the performance of responsibilities.
Lead the creation of resort-specific training programs that emphasize cultural immersion, storytelling, service excellence, and safety.
Cultivate a high-engagement work environment through coaching, mentorship, meaningful recognition, and transparent communication.
Drive initiatives that maintain strong host morale, reduce turnover, and foster pride in being part of a beloved legacy brand.
Ensure leaders at all levels are accountable for delivering culturally aligned service and team experiences.
Manage ongoing development of leaders and ensure participation in Company development programs.
Facilitate cross training to support professional growth and cross property efficiencies.
Facilitate on-property activities that support property and Silver Dollar City host culture.
Complete leadership training as directed.
Support and follow Open Door policies.
Support recruitment and hiring efforts to target hosts with skill sets compatible with our needs.
Prepare for VIP visits, press events, media tours.
Participate in marketing functions that can bring local, regional and national awareness to the resort and the Silver Dollar City park/brand.
Participate in community outreach, special events, and brand initiatives that reinforce the resort’s role within the broader organization’s heritage.
Facilitate weekly staff meetings to ensure all pertinent information regarding resort operations is being communicated clearly and on a timely basis.
Monitors daily MOD and restaurant shift reports.
Address guest concerns or operational deficiencies.
Maintain daily knowledge of park activities and hours of operation.
Develop programming that complements the Silver Dollar City brand pillars and supports our culture of “surprise & delight.”
Ensure Food & Beverage offerings are consistent with resort and outlet brands.
Ensure compliance with company policies, regulatory requirements, and brand standards, while honoring the spirit of the company’s legacy.
Drive continuous improvement by integrating modern hospitality practices while preserving the heart of the company’s historic culture.
Introduce new ideas, programs, and services that enhance the guest experience while remaining true to the company’s roots.
Lead change management efforts with transparency, empathy, and cultural alignment as the new resort grows and matures.
Management reserves the right to change and/or add to these duties at any time.