Resort General Manager

**Job Summary**

The Employer owns 10 properties in the Blue Mountains, an all-season resort town 150 km north of Toronto. The properties are rented on a short-term basis (under 30 days) all year round.
The Resort General Manager functions as the primary, hands-on, on-site business leader of the property with responsibility for all aspects of the operation, including guest relations, liaison with the local municipality as required, supervision of all employees and contractors, financial performance, marketing, managing bookings and sales/revenue generation. This role is responsible for overseeing the daily operations of the resort, ensuring exceptional guest experiences, and maintaining high standards of service and hospitality. This role requires a dynamic leader who can manage staff, coordinate activities, and implement strategies to enhance guest satisfaction while maximizing operational efficiency.

**Duties /Responsibilites**
- **Customer and Public Relations Management**: Interacts with guests and other customers on a frequent basis to obtain feedback about their experiences on property; utilizes guest/customer feedback to recognize outstanding employee service performance and improve service delivery; emphasizes and holds employees and contractors accountable for addressing service failures, and for developing innovative ways to exceed guest expectations. Develops strategic alliances with local officials, businesses, and customers; anticipates needs of large groups or high-profile guests in order to deliver flawless service; verifies that products, services & events attain the appropriate publicity.
- **Responsible Person Responsibility**:Assumes the responsibility of the “Responsible Person”. The local municipality requires that any property that manages a short-term accommodation (STA) property must have a locally residing person that will receive any calls of complaints from neighbors or guests at any time of the day or night. Such person must attend to the call personally within 30 minutes and attempt to solve the issue. This does not include emergencies that require 911 calls.
- **Supervisory Responsibilities & Employee Relations**:cruits, schedules and oversees property superintendent & cleaning staff and overcome any employee challenges as they arise. Ensures that all employees are treated fairly & with respect; builds rapport with employees by fostering an environment of open communication and spending time with employees on the frontlines; makes self-available to employees (“open door policy”), while also controlling labor costs and avoiding waste and unnecessary capital expenditures. Often audits site operations to ensure that highest standards are being met.
- **Property Maintenance**: Responsible to ensure that the property and its operation is maintained at the highest possible level including compliance with fire regulation, local bylaws, safety, labor, and property owner’s standards. Conducts both routine and short-notice quality assurance audits; holds employees and contractors accountable for their performance; conducts detailed walk-throughs to ensure building, supplies, amenities, public areas, and grounds are well-maintained, safe, and meet or exceed guest expectations; validates that employees and contractors are appropriately trained and performing to standard.
- **Owner Relations**: Builds strong rapport with property owners through proactive and on-going communication; keeps owner informed of initiatives and guest experiences. Proposes to owners any improvements that may improve revenue and cooperators with owners in executing and supervising any major improvement the owners decide on.
- **Suppliers and Outside Contractors**: Responsible to select and oversee all suppliers and outside contractors, including linen suppliers, snow removals and landscaping contractors as well as contractors (plumbers, electricians, carpenters etc.) hired by the GM to perform jobs that are beyond the capability of the maintenance superintendent.

**Required Skills & Competencies**
- 2-year degree from an accredited college in Business Administration, Hotel and Restaurant Management, or related major; 2-5 years’ experience in the hospitality management operations or related professional area.
- Manager/ property management experience in limited or full-service residential, commercial or industrial property preferred.
- Demonstrating progressive career growth and a pattern of exceptional performance; Must have a strong work ethic and be detail-oriented with excellent organizational and multitasking skills.
- Supervisory experience: ability to plan, organize and coordinate multiple property projects; excellent organization, motivation, leadership, management and interpersonal skills.
- Experience in maintenance, construction and all facets of property operation and building management is an asset. Basic ability to read and understand construction specifications and blueprints an asset.
- Calm, intell