The General Manager (GM) is responsible for the overall resort leadership and operations of the resort. Reporting to the Regional Director of Resort Operations, this role leads department heads, drives guest satisfaction, ensures financial goals are met, fosters Team Member engagement and upholds brand standards. .As a General Manager you will:Oversee all resort operations to ensure success against defined performance metrics under the direction of the VP or Regional Director.Lead, mentor, and develop directors and department heads, ensuring alignment with company policies and procedures.Drive guest satisfaction by maintaining product and service quality across all departments.Collaborate with department leaders to create and manage annual budgets, capital plans, and financial forecasts; analyze variances and implement corrective action plans.Oversee operations of all resort venues, including Food & Beverage, Spa, Waterpark, Marketplace, and other ancillary businesses.Monitor key performance metrics such as guest satisfaction (Medallia, Kipsu), QA inspections, financial reports, compliance training, and team member engagement and turnover.Provide regular performance updates to the VP or Regional Director and implement improvement plans as needed.Support the development and execution of organizational goals, policies, and strategic initiatives.Review reports (e.g., HotSoS) to evaluate operational efficiency and ensure timely corrective actions.Maintain asset protection through effective preventive maintenance programs and collaboration with Risk Management, Safety, and Security teams.Ensure compliance with all federal, state, and local regulations, including OSHA, EEOC, Wage & Hour, and Health standards.Partner with Team Member Services to promote a compliant, positive, and engaging work environment.Effectively manage time, resources, and projects to achieve results.Promote and embody Westgate Resorts’ Mission, Vision, and Core Values.Perform other duties as assigned.
