General Manager Muskoka

Great Blue Resorts owns and operates 10 private resort lakefront properties located throughout Ontario’s cottage country. These properties offer outright ownership of beautiful pre-manufactured seasonal recreational cottages. Our resorts have full facilities including community areas, swimming pools, splash pads, multi-sports courts, playgrounds, and beaches.

ROLE OF A GENERAL MANAGER

The General Manager position in Great Blue Resorts is fundamental in the overall success of the business through the financial success of the assigned resort, while ensuring successful day-to-day operations and a clean, safe, and well-maintained resort. The Position is key to owner relations and customer satisfaction and ensuring strong financial returns for investors.

General Managers are responsible for managing marketing efforts, developing new business partnerships, and other tasks related to growing the resort’s revenue stream.

Skills

A General Manager should possess above-average time management skills with the ability to meet with each department team on the property, to discuss daily and weekly tasks, targets, results, and expected minimum standards. The General Manager should possess the tools to regularly monitor and check the performance of each department, assessing performance, administering corrective course action, and making changes as required.

Responsibilities/Accountabilities

The General Manager role is to ensure the maximum profitability of the resort while providing customer satisfaction through high standards of service. The General Manager achieves performance excellence through Revenue, People, Property, and Administration.

REVENUE

Once Annual budgets are agreed, the General Manager’s responsibility will include but not be limited to the following:

Resort Revenue Generation

Resort Revenue focus includes supervision of planning, monitoring, marketing, execution, and assessment of all daily revenue generated on the physical resort property.

1. Marketing: Creating marketing campaigns to promote the resort’s brand and increase sales.
2. Add on Revenue: Works with Resort leads to achieve Add on Revenue targets, which may include marketing plans to drive add on opportunities.
3. Ensures owners and rental guests are invoiced for after-sale transactions in Elite Parks and collection is current by reviewing with Resort leads daily.
4. Budget Management: Understands the resort Budget and how to manage each section. Contributes to annual budget through analyzing performance and setting revenue target expectations and execution planning to achieve Net Profit.
5. Meeting daily with managers of facilities including restaurant, golf course, and sales team to discuss business operations.
6. Reviews with CEO, Financial Controller, and COO monthly in Financial review.
7. Dock Slip Fee Revenue: Manages Dock Slip pricing, map, and owner list with detailed boat information. Monitors Slips are invoiced for the number of available slips prior to May 1st. Ensures collections are paid by July 15th.

CareFree Revenue

1. Reviews CareFree revenue ensuring all new deals include.
2. Manages CareFree program logistics with Property Manager and Resort Administrator.

Concession Revenue

1. Ensures concession opportunities are maximized with all employees promoting concession products, signage, and pricing is available, revenue processed immediately in Shopify POS System.

Local Value

1. Builds relationships with local service and product suppliers to offer a local flavor to owners and rental guests.

Maintenance Job Revenue

1. Ensures all employees promote maintenance job opportunities with owners at front desk, while maintenance team on property, through owner events and front desk signage promotions. Monitors execution of service and collection activities.

Management Fee Revenue

1. Invoicing & collection - ensuring all owner outstanding management fees are invoiced correctly and collected by Nov. 30th and April 15th deadlines. Monitors outstanding balances with Resort leads and communicates progress with Finance.

Rental Revenue

1. Ensuring rental revenue is maximized by providing first-class guest experience, add on sales are promoted with every rental guest and payment of services are charged immediately.

Weekly Billing Report management

1. Understands, analyzes, monitors, corrects, and can confidently discuss the Weekly Billing Report and can work closely and positively with Controller on financial management.

Meetings Operational and Financial performance

1. Meeting with team leads of facilities including restaurant/golf course/sales to discuss business operations and financials.

Expense Management

The General Manager carefully manages all expenses related to the cost of goods sold and operating expenses of the resort included but not limited to:

1. Wages, Commissions, and Bonuses
2. Maintenance & Repair
3. Revenue Admin & office expense
4. Entertainment
5. Marketing

Other expenses related to the operation of the business which are a direct cost of the resort but are excluded from Revenue Manager Key Performance Indicators include, but not limited to:

1. Property taxes
2. Insurance
3. Recruitment & Training
4. Centralized Marketing spend - websites

PEOPLE

A property with the right teams doing the right job at the right time will ensure a successful resort operation and free the Revenue Manager’s time to focus on measuring and improving customer satisfaction and maximizing returns for investors and partners through daily weekly meetings and communication with the Operations and Property Management team.

The General Manager works closely with HR Manager to continually recruit for the best candidates, uses existing SOPs while continually performing hands-on training, role playing, and challenging team to improve performance and contribute to the overall revenue through a commitment to operational processes and objectively evaluates, corrects non-compliance, motivates for performance and makes change as the business requires.

Guest Experience Management is a critical responsibility of the General Manager and one of the best gauges for determining the overall success of the resort. Rental Guest text message ratings and rental survey results identify immediate gaps in service whereby we may have an opportunity to correct performance or actions that improve our service efforts.

Strong, positive, and respectful Owner relationships is important to a successful resort. A focus on owner relationship development, activity participation, and owner survey management ensure a successful resort environment.

Team management & Development

1. Recruiting and Hiring, New Hire Packages completed in full by General Manager.
2. Training, Coaching/Discipline.
3. Delegation.
4. Audits.
5. Survey management – Owners Survey and Guest Management.
6. Policy & Procedures management.
7. Schedules – ensures daily schedules are in Dayforce, labour budget management, determining staffing needs based on current and projected guest capacity, and hiring new employees when needed as business dictates.
8. Conducting regular meetings with department leads to discuss business operations and identify issues that need attention, determining action plans and following up on actions to completion.

Property

The General Manager must strive to deliver a safe, clean, and well-maintained resort to our daily, weekly, and seasonal owners and guests through monitoring daily property checklists and critical property operational activities. Works closely with Senior Property & Facilities Manager to monitor the performance of the Property team. Work with Development team for resort development completion.

1. Property Tour: Performing a property tour and managing the daily operations of the resort, including ensuring that facilities are clean, safe, and well maintained.
2. Performing a weekly Property Tour with Property Manager.
3. Auditing property for Property Standards compliance.
4. Ensuring that all facilities and amenities are in good working order and ready for use by owners and guests.

Administration

The General Manager is responsible for ensuring the accuracy and completion of all resort-related administration and paperwork, document, and Health & Safety requirements through the Operations and Property Managers teams including:

1. Revenue Administration.
2. End of Day Revenue.
3. Resale, add on sale revenue management in Elite Parks.
4. Purchase Order management – checking outstanding purchase orders daily with Resort leads.
5. Banking.
6. Chargeable Maintenance Job Management.
7. People Administration.
8. Health & Safety checklists and inspections.
9. Drinking Water testing and compliance.
10. Employment Standards management.
11. Labour management and scheduling.
12. Text message management.
13. Survey management.

Resort General Manager Work Environment

Our Resort General Managers typically work long hours, including evenings and weekends. They are on call 24 hours a day to deal with any problems that may arise. They spend most of their time on the property, with the sales team, and performing administrative tasks to ensure that everything is running smoothly. In larger resorts, the General Manager may delegate some of these duties to assistant managers. Resort General Managers must be able to deal with a wide variety of people, including employees, cottage owners, rental guests, vendors, Central Support team members, and fellow General Managers. They must be able to handle difficult situations and solve problems quickly.

Great Blue Resorts is committed to employment equity regardless of national or ethnic origin, color, religion, gender, sexual orientation, age, or disability. Great Blue Resorts welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.