Resort Manager, Sylvan Lake Area - Custer State Park Resort

Internal Career Site•Custer, SD

About The Position

The Resort Manager is the senior operating leader for Sylvan Lake Lodge and is accountable for the overall performance of the resort complex, including the lodge, hillside and specialty cabins, restaurant and lounge, Sylvan General Store, watercraft rentals, employee housing, and associated guest and operating areas. The role oversees financial results, labor performance, guest experience, operational execution, property condition, safety, and leadership effectiveness. The Resort Manager works with Custer State Park Resorts’ park-wide functional leaders to implement company standards, strategies, and operating requirements, and develops the property’s leadership team to deliver Xanterra’s Legendary Hospitality while maintaining Sylvan Lake Lodge’s distinct positioning. The position leads integrated resort operations and the continued improvement of service delivery, product quality, property presentation, amenities, and consistency across the guest experience. It also owns the resort’s financial and labor performance, supports seasonal opening and closing, maintains property and employee housing, and ensures compliance with company, concession, and regulatory requirements. The role includes manager-on-call responsibilities and leadership during evenings, weekends, holidays, emergencies, and other periods as business needs require. Sylvan Lake Lodge is located at Sylvan Lake along the Needles Highway within Custer State Park. The resort includes lodging, dining, retail, watercraft rentals, employee housing, and access to the Sylvan Lake day-use area. The position is full-time, and employee housing is provided.

Requirements

At least five years of progressive hospitality leadership experience, including demonstrated responsibility for multi-department operations.
Proven ability to lead and develop leaders within a complex, multi-department hospitality operation.
Strong business and financial acumen, including budgeting, forecasting, P&L analysis, labor management, expense control, and profitability improvement.
Ability to set priorities, communicate expectations clearly, hold leaders accountable, and drive measurable results.
Strong analytical and problem-solving skills, including the ability to translate financial, operational, labor, and guest feedback into effective action.
Strong relationship-building and communication skills, including the ability to work across functional departments and with external partners.
Ability to make sound operating decisions and resolve complex issues in a fast-paced, geographically dispersed resort environment.
Ability to balance short-term operating demands with longer-term guest experience, employee, financial, and property objectives.
Strong organizational and time-management skills and ability to manage multiple priorities.
Commitment to continuous improvement, leadership development, guest service, safety, and operational excellence.
Proficiency with Microsoft Office and experience with property management, POS, scheduling, payroll/timekeeping, and other hospitality operating systems.
Demonstrated experience managing financial performance, labor, guest satisfaction, and leadership teams.

Nice To Haves

Previous experience in a Resort Manager, Hotel Manager, Director of Operations, Assistant General Manager, or comparable property leadership role.
Experience in seasonal, destination, resort, lodge, park, or similarly complex hospitality operations.
Experience leading seasonal employees and working within an employee housing environment.
Bachelor’s degree in hospitality management, business administration, or a related field; equivalent relevant leadership experience will be considered.

Responsibilities

Provide visible, hands-on leadership for the complete Sylvan Lake Lodge operation and establish a culture of accountability, collaboration, guest service, and continuous improvement.
Build and develop the resort leadership team, set expectations, and coach managers and supervisors on financial performance, guest service, labor management, safety, employee engagement, and operational execution.
Partner with Human Resources and functional leaders on recruiting, hiring, onboarding, performance management, employee relations, development, and returning seasonal employee strategies.
Work with park-wide functional leaders to implement strategies, standards, and programs at Sylvan Lake Lodge and maintain accountability for results.
Participate in manager-on-call responsibilities and provide leadership during evenings, weekends, holidays, emergencies, and other periods as business needs require.
Direct daily operations across the lodge, cabins, restaurant and lounge, general store, watercraft rentals, employee housing, and related areas to provide a seamless resort experience.
Maintain high standards for product quality, guest service, cleanliness, operating readiness, and property presentation; uphold the lodge’s identity while aligning with Custer State Park Resorts and Xanterra standards.
Lead improvements to service delivery, product quality, property presentation, amenities, and consistency across guest touchpoints.
Monitor guest feedback, GuestRevu results, and other experience measures; identify trends and ensure effective improvements are made.
Engage with guests and support leaders in promptly and professionally resolving significant guest concerns.
Coordinate with other resort locations, Central Reservations, Sales, Activities, and other departments to provide an integrated park-wide guest experience.
Own the resort’s financial performance, including revenue, labor, operating expenses, and profitability, and work toward budget and forecast expectations.
Review financial and operating results, identify variances, and coordinate corrective action with department and functional leaders.
Identify and implement opportunities to grow revenue, improve productivity, control costs, and increase profitability while maintaining guest experience and quality standards.
Manage resort-level labor performance, aligning staffing and schedules with forecasts, service expectations, productivity standards, and budget; monitor hours, overtime, productivity, and labor cost.
Partner with department leaders and Finance on annual budgets, forecasts, and business plans, and hold leaders accountable for their financial responsibilities.
Use financial, operating, labor, and guest data to identify trends, anticipate challenges, and make timely decisions.
Maintain accountability for the condition, appearance, cleanliness, and operating readiness of the resort complex.
Partner with Facilities and Engineering on work orders, preventive maintenance, capital needs, life-safety requirements, and care of resort assets.
Inspect guest, operating, and employee areas and ensure deficiencies affecting safety, experience, or property condition are addressed.
Ensure resort-assigned employee housing is well-managed, safe, maintained, and operated according to housing policies and the Community Commitment.
Lead seasonal opening and closing readiness, coordinating operating departments and Facilities on opening, closing, winterization, staffing, inventory, and property-readiness requirements.
Identify longer-term property, equipment, facility, and capital needs and communicate priorities through established planning processes.
Ensure compliance with Xanterra policies and procedures, the SDGFP concession contract, and applicable health, liquor, fire, safety, and other regulatory requirements.
Promote safety, risk awareness, and personal accountability; partner with Environmental, Health & Safety and other leaders on inspections, incidents, corrective actions, emergency preparedness, and risk reduction.
Ensure resort leaders consistently execute applicable operating, safety, food service, alcohol service, and emergency requirements.
Maintain productive working relationships with South Dakota Game, Fish and Parks and other appropriate operating partners.
Lead seasonal ramp-up and ramp-down, ensuring appropriate staffing, supplies, training, and readiness for changing business levels.
Support major events and high-demand periods, including the Buffalo Roundup and Arts Festival, and ensure Sylvan Lake Lodge fulfills assigned operational responsibilities.
Anticipate high-visitation or complex operating periods and arrange appropriate staffing, communication, inventory, facilities support, and contingency planning.
Partner with park-wide leaders on seasonal plans that balance guest demand, financial performance, employee needs, and property requirements.
Perform other duties and projects as assigned by the General Manager.