General Manager - Island Oaks RV Resort

NDM Hospitality Services•Glen St. Mary, FL

About The Position

The Resort General Manager is responsible for the overall leadership, strategic direction, and operational excellence of the Resort. This individual will oversee all functional areas-front office, rental operations, housekeeping, maintenance, food & beverage, activities, finance, and human resources-ensuring an exceptional experience for Guests and Members while driving sustained revenue growth. The General Manager will guide the Resort through ongoing development and expansion, maintain strong relationships with onsite vendors and partners, and cultivate a collaborative, service-focused culture across all departments.

Requirements

High School Diploma
Valid driver's license
10+ years in Resort Leadership experience (RV resort, campground, hotel, or multi-unit property preferred)
Excellent customer service skills in person and via the phone
Self-starter and able to innovate new processes
Able to communicate, written and oral, in English, Bilingual preferred
Flexible and long hours are sometimes required including working weekends, holidays, and hours on occasion exceeding 40+
Able to stand and work outdoors in variable climates
Able to walk long distances
Always maintain a warm and friendly demeanor
Effective at listening to understand and clarify concerns raised by employees, homeowners and guests
Multitask with effective time management and able to prioritize
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary
Must be able to understand and apply complex information and data from various sources to meet appropriate objectives.
Maintain confidentiality of information
Flexibility to be on call at certain times.

Nice To Haves

Certification or degree in management preferred
Firm knowledge of Excell and Word

Responsibilities

Lead and oversee all Resort operations including front office, housekeeping, maintenance, food & beverage, activities, rental operations, finance, and HR.
Adapt operations strategically as the Resort continues to develop and grow.
Manage relationships with on-site vendors, rental managers, and local partner vendors.
Maintain a visible leadership presence, supporting and reinforcing company policies, high ethical standards, and a positive work culture.
Ensure compliance with all Resort policies, procedures, and mandatory operational standards.
Identify and implement new revenue-generating opportunities to maintain positive cash flow.
Follow established financial plans and revenue guidelines to ensure financial performance.
Establish Resort-wide qualitative and quantitative goals; develop corresponding business and financial plans.
Monitor daily/weekly performance across all departments, taking proactive action to ensure targets are met.
Ensure expense control systems are in place, including payroll-to-revenue monitoring and effective forecasting.
Actively market memberships, services, and amenities to attract new Owners and support revenue growth.
Identify guest and Member programming initiatives to drive engagement and revenue in areas such as F&B, waterpark, sports, and recreation.
Secure and maintain active engagement from the Managing Principals by communicating the Resort vision, goals, opportunities, and performance.
Conduct well-organized meetings with Managing Principals to provide updates on operations, financials, and key initiatives.
Report Resort revenue and performance regularly and transparently.
Maintain exceptional Member and Guest relations through high-quality staffing, programming, service, and facility standards.
Personally handle serious guest or Member concerns to ensure timely and satisfactory resolution.
Ensure service recovery programs are implemented, staff are trained, and follow through is consistent.
Actively participate in Resort events, using personal interaction as a means to collect feedback and foster Member engagement.
Monitor long-term rental attrition, document reasons for departure, and implement action plans to reduce attrition.
Recruit, select, and develop highly qualified Department Heads.
Set clear expectations that leaders will create employee development plans using performance reviews, cross training, and goal setting.
Coordinate People Strategy needs across departments into a comprehensive HR plan addressing recruitment, development, recognition, and training.
Foster a motivated work environment built upon teamwork, mutual respect, and dedication to Member and Employee Partner satisfaction.
Ensure all staff in high Member contact roles complete training and actively promote Resort programs and events.
Demonstrate and reinforce safe work habits; audit all areas for safety, security, and proper maintenance.
Ensure the Resort is not placed in a position of liability due to negligence or poor management decisions.
Maintain compliance with all environmental regulations and company standards, partnering with the VP of Sales as needed.
Audit assets, safety practices, and maintenance procedures to maintain a secure environment.
Apply initiative toward continued personal and professional growth as part of the Resort's leadership team.
Maintain relevant professional certifications.
Support cross-functional teamwork and adaptability across all departments during fluctuating business demands.