General Manager
3 weeks ago
**General Manager, Severn Lodge**
**Roles and Responsibilities**
- Manage and oversee the daily operation of Severn Lodge as a leading Muskoka Resort ensuring hospitality excellence in peak season, off season, and when closed to the public.
- Provide leadership for all resort operations, focusing on guest satisfaction, employee satisfaction and organizational satisfaction, while ensuring overall hospitality excellence
- Develop, implement SOP’s and ensure compliance with resort policies, procedures, SOPs, systems and service standards to improve business operations
- Review and implement, as required, metrics to monitor guest and employee satisfaction in addition to operational performance
- Lead all strategic initiatives, including capital projects, refurbishment and customer service as directed by leadership
- Create annual operating budget, marketing & capital budget
- Recruitment for all seasonal staff including hospitality/culinary students, graduates and seasoned industry veterans. Developing partnerships with hospitality programs and the local community
- Manage the general HR of all seasonal and full time employees
- Train all key department heads and set up for success
- Collaborate daily with reservations teaM/Front desk staff/recreation staff/housekeeping/food service staff ensuring customer satisfaction, hospitality excellence is achieved and revenue targets are being met
- Conduct daily meetings and collaborate with all department heads to set up each day for success and ensure your finger is on the pulse of the daily operation i.e.: 8am stand up
- Conduct daily site inspections of key guest areas to ensure cleanliness and proper arrangement/ascetic is of the highest standard i.e.: guest rooms, dining rooms, waterfront, bar areas etc.
- Trouble shoot and problem solve as issue arise with guests, employees, structures, mechanical, IT etc. on an ongoing basis
- Interact with all guests on a daily bases at key touch points such as daily meals, front desk, grounds and have a daily presence
- Responsible for payroll including timecard/hourly collection, tipping, and working with bookkeeper to ensure payroll is managed properly
- Schedule all maintenance and repairs as required
- Schedule all housekeeping daily, and major deep cleans in key guest touch point areas on a weekly basis
- Oversee the check in and check out process of all guests
- Maintain and coordinate all guests activations i.e.: boat cruises, sea plane adventures or any additional revenue generating activity
- General purchasing and contract negotiations with suppliers
- Respond to all Google, Indeed/TripAdvisor reviews and social platforms
- Address any guest concerns (in‐person & electronically).
**Roles and Responsibilities More Specific to Off Season**
- Oversee proper close and re-opening of the resort and schedule necessary maintenance and oversee off season projects, and snow removal etc. with Operations Manager
- Oversee the property in off season to ensure safety and security and monitor all operating systems with Operations Manager
- Maintain office and full time staff in the off season
- Prepare recruitment planning, and general recruitment, including sourcing grants and funding offered for seasonal resorts
- Maintain all admin and IT systems to ensure optimal function in off and peak season
- Work with leadership on budget, expansion plans, and general improvements
- Collaborate with customer experience team on new initiatives to increase business
- Maintain and monitor guest bookings and ensure resort is booking at optimal level during off season for the year ahead
- Collaborate with customer experience team & culinary team on new F&B initiatives
- Revisits suppliers and improve relations and contracts as the business demands
**Requirements**:
- Degree/Diploma in a related field from an accredited university / college plus at least five (5) years of related experience.
- Experience working with both branded and independent hotels/resort settings, preferably previous experience in a similar Muskoka resort or unique vacation destination resort
- Lifestyle experience in food/beverage/events/service/maintenance/exceptional hospitality and customer experience
- Proven ability in building and inspiring strong teams and developing direct reports as well as positively influencing all levels of the organization.
- Demonstrated P&L experience coupled with ability to analyze and interpret complex documents including financial reports and legal documents
- Compelling communication skills and ability to provide succinct, actionable guidance, feedback and corrective action
- Engaging presentation skills, and strong IT skills
- HR knowledge/experience. Preferably some level of formal training or proven understanding
- Skilled at defining challenges, collecting data, establishing facts, and drawing valid conclusions followed by actionable steps.
- Sense of urgency and ability to instill competitive tension amongst business units
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