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General Manager in Kitty Hawk, NC at Diamond Resorts

Date Posted: 10/7/2018

Job Snapshot

Job Description

JOB SUMMARY   
The General Manager maintains a motivated, dedicated, and focused team to achieve critical business objectives and provides the highest level of guest satisfaction to members, owners, and guests.
ESSENTIAL JOB FUNCTIONS
  • Maintains product and service quality standards by conducting ongoing evaluations, investigating and resolving complaints; initiates corrective action, as needed.
  • Develops short and long term financial, operational plans and budgets for the resort, by department, which support the overall corporate objectives.
  • Works closely with Human Resources (Corporate and local) to ensure employee motivation, training and development compliance, recruitment, retention, annual team member performance evaluation goals, as well as compliance with corporate policies and procedures and established labor regulations.
  • establishes and maintains applicable preventative maintenance program, to protect the physical assets of the resort, overseeing the efficient use of Asgard maintenance software system and daily monitoring of work orders, response times and status of service.
  • Daily review of security statements and incident reports; oversees the efficient use of iTrak software for incident reporting, where applicable.
  • Monthly profit and loss analysis with direct reports to plan strategies for those areas requiring improvement.
  • Conducts daily guest room, public area, and property inspections.  Communicate with Housekeeping, Maintenance and Front Desk regarding any corrective actions required.
  • Prepares, reviews, codes, processes, and submits RPR's, invoices and HOA contracts, as required.
  • Complies with all Quality Assurance guidelines, achieves prescribed goals during biannual audits.
  • Creates strategic long and short term plans to ensure the resort is maintained according to Diamond standards; properly budgets reserves and oversees all projects on site.
  • Maintains a positive working relationship with all business partners including Marketing, Concierge, Inventory Control, Corporate support departments, and third party vendors.
  • Maintains internal two-way inter-departmental communication systems and procedures to reach all team members and departments, as necessary.
  • Creates, participates, and oversees a comprehensive Safety Program.
  • Completes all required Company training/compliance courses as assigned.
  • Adheres to Company standards and maintains compliance with all policies and procedures.
  • Performs other related duties as assigned.
EDUCATION
  • High School Diploma or equivalent.
EXPERIENCE
  • A minimum of five (5) years of experience in the vacation ownership and/or hospitality field is required.
  • A minimum of five (5) years of vacation ownership and/or hospitality supervisory experience required.
SUPERVISORY RESPONSIBILITIES
This position spends the majority of the time (50% or more) achieving organization objectives, often through the coordinate achievements of subordinate staff.  A portion of the time may be spent performing individual tasks related similar to those performed by direct reports, but primary duties are supervisory or organizational-goal related.  Analyzes and resolves problems, determines work techniques, monitors for regulatory compliance, maintains production, interprets and creates policies, and demonstrates solid subject matter knowledge. 

Establishes departmental goals and objectives, functions with independence, and makes decisions on matters of significant importance.  Manages human, financial, and/or physical resources; proactively assesses risk to establish systems and procedures to protect organizational assets.   Exercises judgment within defined procedures and policies to determine appropriate action; develops systems to ensure subordinates adhere to policies and procedures in compliance with organizational goals and objectives. 

Specific supervisory duties include, but are not limited to the following:
  • Determines and creates policies, procedures and manuals for direct reports.
  • Establishes objectives and goals for the team; plans, organizes and manages work flow.
  • Assigns, monitors, and reviews work; evaluates direct report’s performance.
  • Recruit, interview, train, discipline, and terminate direct reports. 
  • Orientate and train direct reports
  • Approves time records and time off requests; submits payroll for direct reports.
  • Investigates and resolves concerns and complaints.
  • Provide assistance and support; maintains a positive and professional working environment.
  • Approves time records and time off requests; submits payroll for direct reports.
LICENSE & CERTIFICATIONS
  • CPR/AED Certification (Adult, Infant, and Child Rescue).
  • Driver’s Licenses (non-commercial) – must be state specific.
SKILLS & ABILITIES
This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices.  Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.
Specific skills and abilities include, but are not limited to the following:
  • Understand how to develop and implement business strategies.
  • Detail oriented.
  • Computer proficiency in Microsoft Word, Excel and Outlook.
  • Understand how to develop and implement business strategies.
  • Ability to interpret and create policies, procedures and manuals.
  • Excellent customer service skills.
  • Proficient in time management; the ability to organize and manage multiple priorities.
  • Ability to take initiative and effectively adapt to changes.
  • Recognizes and emergency situation and take appropriate action.
  • Able to establish and maintain a cooperative working relation.
  • Ability to interpret and create spreadsheets.
  • Able to use sound judgment; work independently, with minimal supervision.
  • Strong analytical and problem solving skills.
  • Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
  • Competent in public speaking.
  • Performs well with frequent interruptions and/or distractions.

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