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JOB TITLE: General Manager of Resort Operations
REPORTS TO: Park President
FLSA STATUS: Full Time/Exempt
DEPARTMENT: Accommodations
JOB PURPOSE:
Effectively manages and leads all areas of our Accommodations Experience which includes Hotel Operations, Rental and Campground Operations, our reservations call center, all strategic planning effort and revenue/yield management.
KEY DUTIES AND RESPONSIBILITIES:
- Develops plans, collaborates with and supports Resorts Marketing and Brand Management team to execute tactics in effort to deliver profits and achieve accommodations attendance goals
- Effectively manages entire Accommodations leadership team (local Call Center Manager, Accommodations Manager, and Accommodations Operations Supervisor) in regard to day to day operations
- Review all operating policies and procedures on a continuous basis to ensure safety, efficiency and guest satisfaction
- Formulate and regulate labor and expense budgets and establish and maintain compliance of cash handling and auditing procedures
- Ensure and monitor adequate staffing levels to maintain operating efficiencies
- Audit and ensure compliance with all safety regulations
- Audit and ensure accommodations experience quality meets expectations established via best practices
- Responsible for department P&L budgets and forecasts
- Effectively oversee purchasing and inventory control
- Keep all records accessible and organized
- Operate within the policies and procedures set forth by Darien Lake
- Maintain good housekeeping standards in all areas of responsibility
- Maintain effective relationships with all departments
- Oversee training of all direct reports to ensure compliance in all areas
- Evaluate performance, provide feedback and reinforcement for all Accommodations service employees
- Ensure compliance with all regulations
- Maintain processes to ensure yield/revenue management goals are established, monitored, and reported.
- Hire, train, coach and develop a team that utilizes industry best practices with a focus on improving standards
- Perform other duties appropriate to the area of responsibility as deemed necessary by the Park President
QUALIFICATIONS AND REQUIREMENTS:
- Must have working knowledge of multi-unit Accommodations venue with familiarities with a variety of field concepts, practices and procedures. Hotel Operations, Revenue Management Operations, Campground Operations, Call Center Operations.
- Must have a minimum of 5 years management experience in Hospitality Operations industry preferably in an amusement park or entertainment based setting
- Must be able to analyze and interpret financial reports and have excellent computer skills
- Bachelors Degree or the equivalent in experience
- Must have NYS Drivers License
- Ability to work a flexible schedule, including nights, weekends, working 50+ hours per week in season
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to sit and/stand/or walk for long periods of time throughout the day
- Must be able to work outdoors at various times throughout the year
- Requires manual and bi-manual dexterity, fine and gross motor skills, eye/hand coordination, near vision, hearing and speech
- Requires occasional kneeling and bending
- Requires occasional walking, reaching above shoulder, pushing and pulling
- Requires occasional lifts and carries up to 60 pounds
- Requires occasional carries up to 100 pounds with the assistance of a two wheel hand truck
- Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level is generally moderate to high.
