General Manager

Direct message the job poster from The Lodge at Bow LakeOverviewLocation: Icefields Parkway, Banff National Park, Alberta, CANADAThe Lodge is expanding and we are adding a General Manager to our Management team. Reporting to the CEO, Bruce Millar, the GM will thrive in a dynamic environment, inspire those around them, and take pride in creating unforgettable guest experiences.About The Lodge at Bow LakeThe Lodge at Bow Lake is an iconic property on the Icefields Parkway located in Banff National Park. The Lodge provides a world-class hospitality experience and is known for its warm and welcoming approach to hospitality, attention to detail, and exceptional food experience; all while operating within a UNESCO World Heritage site where The Lodge is a steward of this special place — caring, salt of the earth, and responsible.Why Work at The Lodge at Bow Lake?The Lodge at Bow Lake is privately owned and committed to building a world-class team where each member is critical to our success. If you are committed to excellence and delivering a world-leading guest experience, you are a hands-on leader with a strong orientation toward building high-performing teams, you will contribute to our enthusiastic team. We offer a competitive salary and benefits, on-site accommodation (in season), and participation in a management profit-sharing pool.Core ValuesAuthenticity — We’re transparent in all that we do. We are genuine operators and never present a façade. We bring our true selves to the Lodge so guests can do the same.Connection — We consciously build relationships with guests, staff, colleagues and partners. Every relationship is deeply appreciated; nothing is transactional. We operate as a team and are willing to pitch in to support guests and each other.Thoughtfulness — We are deliberate in our work and ensure those around us feel welcomed, appreciated, and important.Respect — We honor the history of the land and those who were here before us.Summary of GM RoleThe heart of the operation is the health and wellness of employees; if staff are treated well, listened to, and supported, guests receive exceptional hospitality. The GM will foster and model this culture, ensuring our core values are embraced and infused into every critical aspect of the business.Role scope — This is a full-time, on-site residency at The Lodge during operating seasons (Winter & Summer). The GM will collaborate with the CEO and the entire team to ensure core operating fundamentals and values are understood and adopted across the organization. The GM will work with all teams to define expectations, roles, responsibilities, promote collaboration, develop performance metrics and leadership values, and ensure delivery of the annual operating budget and a 5-year strategic plan. The GM is accountable for ongoing growth as The Lodge expands and evolves. This role reports to the CEO and is a cornerstone function within The Lodge.Primary GM ResponsibilitiesGeneralCreate an exceptional guest experienceFoster a warm and welcoming environment for guests and staff while modeling critical behaviorsProvide leadership, direction, execution and measurement of all aspects of The Lodge operation and experience, including:Day-to-day guest hospitalityStaff mentoring, training and supportInfrastructure operation & maintenance guidance and prioritiesOversight of reservation flow and marketing initiatives and metricsLiaise with key stakeholders of the LodgeManage reporting on performance and liaise with the CEO and Board to ensure priorities are addressed and performance is optimalBe onsite during operating seasonsAdhere to Lodge policies and proceduresOversee inventory management to ensure equipment and supplies are availableOversee Provision Co, the café and gallery operation for non-guest visitorsStaffingAttract, incent, motivate and retain key employees; build a culture committed to exceptional serviceDevelop operating principles, policies and procedures for staffEstablish clear roles, responsibilities and performance criteria; communicate regularly on performanceWork with the CEO and Board to establish incentive compensation for key team membersCollaborate with the Chef to ensure high-quality, locally sourced food with clear budget and food expectationsHospitality & Customer ServiceEngage with guests to deliver our core hospitality experience and address diverse guest needsAssist guests to ensure safety and comfort during their stayEnsure safety and well-being of all Lodge staff and guestsWork with the CEO and Board on revenue, margin and profitability objectivesEstablish a transparent reporting framework aligned with objectivesWith the Lodge Controller, create an annual operating budget for Lodge operations for Board approval and performance measurementOptimize seasonality, pricing and length-of-stay opportunitiesCollaborate with the Provision Co. manager on menu planning, inventory, staffing and financial performanceLodge ReservationsEnsure tools are in place for tracking guest reservations (software, booking engine, etc.)Establish guidelines and policies to manage reservationsOversee reservations system and align guest communications with Lodge goalsCoordinate winter ski programsMarketingCollaborate with the Lodge Marketing team on campaigns supported by analyticsMaintain brand differentiation and awareness, and maximize repeat bookingsCoordinate promotional events and explore new opportunities (e.g., corporate and wedding events)Monitor ADR performanceEnsure the Lodge website and web presence reflect the Lodge visionUtilize social media to deliver engaging content and build a loyal communityInfrastructure ManagementCreate and regularly update a Capital Maintenance plan; oversee maintenance and repairs; coordinate with the head of Maintenance on prioritiesExternal Stakeholder LiaisonCultivate relationships with suppliers and stakeholdersLiaise with Parks Canada and uphold expectations of operating in a UNESCO locationRequisite Skills & ExperienceA strong background in delivering an exceptional guest experiencePersonable and positive with strong communication skillsNatural problem-solving orientationEmotionally resilientSense of urgency with calm leadership5+ years of hospitality experience in boutique/intimate operations, preferably in a leadership roleStrong leadership with the ability to build a high-performing team and an inclusive, supportive cultureStrong financial acumen, including cash flow forecasting, budgeting, balance sheets, income statements and capital planningGM CompensationThe Lodge offers competitive compensation including salary, on-site accommodations, performance-based incentive compensation, and generous vacation during off-season.Qualified & Interested CandidatesCandidates must have Canadian Citizenship.Please send your resume to the Attention of Human Resources at The Lodge at Bow Lake at the following email address: hr@bowlake.caNote: This description reflects the current role and responsibilities and may be refined as The Lodge at Bow Lake evolves. #J-18808-Ljbffr