Resort General Manager

Westgate Resorts•Gatlinburg, TN

18h•Onsite

About The Position

Adjacent to Great Smoky Mountains National Park, the most-visited national park in the country, Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee, provides an amazing work environment with refreshing mountain breezes and spectacular views of the beautiful Great Smoky Mountains. As a member of the Westgate Smoky Mountain Resort team, you will meet and engage with guests who have arrived to enjoy all the Great Smoky Mountains have to offer and help them experience our world-class amenities such as the state-of-the-art Wild Bear Falls water park. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences and supporting your career growth where you are or at 60+ resorts across the company. The General Manager (GM) leads the overall operations and performance of the Smoky Mountain resort. Reporting to the Regional Area Director of Resort Operations, this role oversees 6 direct reports and approximately 360 team members. The GM leads department heads, drives guest satisfaction, ensures financial goals are met, fosters Team Member engagement and upholds brand standards while making a difference in the community. The General Manager ensures compliance with all policies, safety regulations, and quality standards while building a strong team culture aligned with Westgate Resorts’ mission and values; Passion, Work Ethic, Integrity.

Requirements

10+ years of progressive leadership experience in resort or hospitality operations, including oversight of multi-department functions.
At least 5 years in a senior leadership role.
Demonstrated success in strategic planning and achieving measurable business outcomes.
Experience in hospitality systems such as property management, point-of-sale, service order tracking, guest communication, and labor management tools.
Proven leadership experience in diverse operational environments such as full-service hotels, resorts, entertainment complexes, retail, dining, and theme park venues.
Bachelor’s degree in Hospitality Management, Business Administration, or related field required.
Exceptional leadership, team building, and people skills.
Strong organizational abilities with diligence and an initiative-taking problem-solving mindset.
Ability to manage multiple priorities effectively in a fast-paced, guest-focused environment.
Skilled in cross-functional collaboration with other departments and resort locations.
Technologically proficient, with strong knowledge of Microsoft Office Suite (Excel, Word, Outlook) and hospitality-related software systems.
Demonstrated ability to lead independently while promoting a positive, collaborative culture.
Strong financial and business acumen, including hospitality accounting and budgeting expertise.

Nice To Haves

Additional certifications in hospitality operations or leadership development are a plus.

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