General Manager

1 month ago

Banff, Canada Canadian Rocky Mountain Resorts Full time

**PRIMARY FUNCTION**

To work in collaboration with various teams and Central Services encompasses overseeing staff, managing guest relations, handling finances, maintaining quality standards, implementing marketing strategies, and ensuring compliance with regulations. By effectively managing these key areas, the GM plays a vital role in creating a positive guest & employee experience, maximizing revenue, and maintaining the lodge’s reputation and competitiveness in the market.

**REPORTS TO**

VP of Operations

**HOURS**

As required

**DUTIES & RESPONSIBILITIES**

**Financial**:

- Develop and implement a comprehensive yearly business plan focusing on four key pillars: financial performance, guest experience, team culture, and environment & community. This includes creating and refining new guest experiences, fostering a positive team culture, managing the operating budget to meet monthly targets, and developing initiatives to reduce environmental impact.
- Manage the operating budget to ensure monthly targets are met in revenue and expenses, and continuously seek opportunities for improvement. Work closely with VP Operations to develop and manage the yearly operating and capital expenditure budgets.
- Oversee & approve the purchasing specific to operating expenses.
- Participate in the development of 5/10/25 year facility maintenance plans.
- Represent the lodge and work with VP Operations and Central Services on various initiatives, including revenue management, package development, marketing initiatives, client relations, and brand development.
- Lead monthly and yearly financial review meetings with Heads of Department.
- Collaborate with the Lodge Accountant to ensure accurate and timely financial reporting and provide feedback as required.
- Collaborate with HODs and central services to ensure inventory, and equipment are used for maximum quality and profitability.

**Operational Stewardship**:

- Provide leadership, coaching, and guidance to the Head of Department team, fostering an environment of problem-solving, service, teamwork, and accountability. Establish proactive internal monitoring systems to identify risks and opportunities and develop contingency plans.
- Foster a positive team culture and ensure a healthy work environment through effective communication, leadership, and team engagement events. Communicate effectively with all departments to avoid operating silos and increase awareness and buy-in of the concept “We work as one team.”
- Maintain high visibility and engage with staff and guests regularly to ensure a strong presence, build relationships, and proactively address any concerns or opportunities for improvement.
- Conduct regular property inspections and ensure deficiencies are addressed in a timely manner to maintain brand expectations.
- Facilitate the implementation of environmental stewardship principles and requirements in alignment with government and business procedures.
- Work in partnership with Senior Facilities & Project Manager collaborating on project timelines to identify risks and opportunities and develop contingency plans.
- Accountable for identifying facility maintenance and repair needs and prioritizing based on urgency, available budget, and service impacts while focusing on safe and positive guest and employee experiences.
- Adhere to Occupational Health & Safety initiatives lead by the Health & Safety Manager.
- Work with Senior Systems & Application Manager to implement solutions successfully into operations. Demonstrate fluency in utilizing Opera and Squirrel systems to optimize operations.
- Ensuring exceptional guest experiences including addressing and resolving guest concerns in a reasonable and fair manner.
- Ensure standard operating procedures and training programs are in place, safeguarding adherence to regulations and company policies.
- Ensure all events are operated to the client’s contractual specifications. Champion CRMR standards and ensure the event planner and cross functional departments meet the commitments to clients.
- Leverage Human Resources support to administer employee recruitment, onboarding, retention, recognition performance management, development, and offboarding processes ensuring compliance with legislation, company policy, and CRMR best practices for talent management and community and Indigenous relations.
- Liaise with housing manager to ensure employees have safe, healthy, and appropriate accommodations.

**EXPERIENCE**
- Minimum 3+ years of experience as a General Manager or in a similar management role.
- Passion for providing extraordinary guest experiences.
- Hospitality education preferred; relevant work experience will be considered.
- Fluent in using Property Management Systems (PMS), with experience in Opera being an asset.
- Demonstrated ability to comprehend and analyze financial statements, including P&L.
- Strong leadership, communication, and problem-solving skills, with the ability to remain calm

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