Resort General Manager
Westgate Resorts•Hollister, MO
•Onsite
About The Position
The General Manager is responsible for the overall leadership, operations, and performance of the 158-unit Branson Lakes Resort, leading a team of 45 Team Members through 4 direct reports. This role oversees all resort operations, including guest services, the Marketplace, and the property's food and beverage outlet. The General Manager drives operational excellence, guest satisfaction, financial performance, and Team Member engagement while fostering a culture aligned with Westgate Resorts' core values of Passion, Work Ethic, and Integrity.
Requirements
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field required.
- 10+ years of progressive hospitality or resort operations leadership experience, including multi-department oversight, with at least 5 years in a senior leadership role.
- Proven success driving operational excellence, strategic initiatives, and measurable business results.
- Experience leading complex hospitality environments, including hotels, resorts, entertainment venues, food and beverage operations, retail, and guest services.
- Strong financial acumen with experience managing budgets, forecasting, labor costs, and operational performance.
- Proficiency with hospitality systems, including property management, point-of-sale, guest communication, labor management, and service tracking platforms.
- Advanced skills in Microsoft Office Suite, particularly Excel, Word, and Outlook.
- Exceptional leadership, team development, communication, and cross-functional collaboration skills.
- Strong organizational, problem-solving, and decision-making abilities in a fast-paced, guest-focused environment.
- Ability to travel as needed.
Nice To Haves
- Hospitality or leadership certifications preferred.
Responsibilities
- Ensure the successful operation and performance of the resort, achieving established financial, operational, and guest satisfaction metrics.
- Lead, mentor, and develop department heads, ensuring alignment with company policies, procedures, and service standards.
- Drive guest satisfaction by maintaining high product and service quality across all resort operations and ancillary venues.
- Partner with leadership to develop and manage budgets and capital plans, analyze P&L performance, and implement action plans to achieve financial goals.
- Monitor key metrics including guest feedback, quality assurance, financial performance, team member engagement, compliance, and turnover, making adjustments as needed to drive results.
- Provide regular performance updates to senior leadership and participate in executive meetings as required.
- Ensure operational efficiency by reviewing reports, optimizing processes, and effectively managing time, resources, and priorities.
- Protect resort assets through preventative maintenance programs and collaboration with Risk Management, Safety, and Security to ensure a safe environment.
- Partner with Human Resources to ensure compliance with all federal, state, and local employment laws and company policies.
- Promote and model Westgate Resorts’ mission, values, and service philosophy, fostering a strong, engaged team culture.
- Collaborate with Learning and Development to support leadership growth and ensure successful execution of development initiatives.
- Perform other duties as assigned.
Benefits
- Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
- Paid Time Off – Vacation, Sick, and Personal Time to Recharge
- Paid Holidays
- 401(k) with Generous Company Match to Support Your Future
- Daily Pay – Access Your Earnings When You Need Them
- Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
- Wellness Programs to Support Your Well-Being
- Flexible Spending Accounts (FSA)
- Tuition Assistance to Help You Grow Your Career
- Military Leave
- Employee Assistance Program (EAP) – Support When You Need It Most
- Life, Disability, Accident, Critical Illness, and Hospital Insurance
- Pet Insurance for Your Furry Family Members
- Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
- Low-Cost Gym Membership
- NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents
- Career Growth and Advancement Opportunities
- Community Involvement – Give Back and Make an Impact
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What This Job Offers
Job Type
Full-time
Career Level
Senior
