The General Manager is responsible for providing the highest level of satisfaction through delivering excellence in the areas of service and quality on a daily basis to meet and exceed the expectations of our Members and Guests. The General Manager acts as a liaison between the company, homeowners association and key stakeholders, while also nurturing and maintaining a strong and positive relationship with the adjacent Water’s Edge Resort team and contractors in order to keep them motivated, dedicated, focused and engaged to achieve business-critical objectives. Main objective is positive Member and Guest Stay Experience ratings, embracing Inspired Hospitality, positive performance versus budget, maximize revenue and optimal operating costs and high team member engagement scores.

Responsibilities:

• Oversees and analyzes contracted services and functions on a daily basis.
• Promotes effective and efficient performance and communications. 
• Conducts weekly meetings to analyze and resolve work challenges and consistently communicates and cascades all company policies & procedures to team members.
• Adheres and enforces company standards and maintains compliance with all policies and procedures.
• Enforces company policies and procedures.
• Performs annual performance assessment of directly reporting Team Members.
• Maintains in-depth knowledge of all resort systems and operations.
• Acts as a liaison between the company and the homeowners association. Participates in meetings and sits on the council.
• Implements positive changes in working conditions and use of equipment to increase efficiency and safety of staff.
• Ensures the resort complies with provincial, local and company emergency and security standards.
• Is responsible for adhering to QA standards. 
• Is responsible for maintaining the resort budget as approved by the BOD.
• Acts as a liaison with other Embarc Operating Divisions, the community and local industry associations to ensure efficient integration into the local community.
• Prepares and submits operating budget and reserve annual budget under established budget guidelines.
• Reviews monthly financials to make sure resort is operating in-line with budget and prepares monthly variance reports.
• Completes full month-end reports, openly communicating challenges & solutions to upper management.
• Adheres to and fosters Inspired Hospitality standards.
• Tours the property daily; performs regular weekly inspection of the rooms and the property to ensure that superior quality for members and guests is adhered to.
• Monitors the Front Desk to ensure team members adhere to QA standards, policies and foster genuine member/guest service.
• Works with Inventory Control to maximize room inventory/utilization and revenue.
• Corresponds with members and guests through written and verbal communications.
• Assists members and guests as needed to resolve complaints in a timely manner.
• Monitors and reviews Qualtrics scores and on-line reviews weekly/monthly. Effectively communicates results with superiors and critical stakeholders. Ensures that comments by members and guests are addressed on a daily basis.
• Complies with corporate and brand standards & regulatory matters.
• Negotiates contracts/lease agreements for outside services in conjunction with Corporate Legal.
• Monitors and addresses the effectiveness & productivity of all contracted services.
• Coordinates and supervises special projects to include renovations and remodels throughout the property in conjunction with Corporate Facilities Management.
• Applies common sense understanding to carry out instructions.
• Coordinates and plans preventive maintenance, deep cleaning, wall to wall extraction and any planned work in the rooms. 
• Defines problems, collects data, establishes facts and draws valid conclusions.
• Proactively plans for the long term future of the resort.
• Consistently practices and maintains the highest standards of professionalism when interacting with fellow team members, management, stakeholders, members and guests.
• Completes all required company training and compliance courses as assigned.
• Performs other duties as assigned.

ADDITIONAL INFORMATION

Please note that Hilton Grand Vacations (HGV) acquired Diamond Resorts International (DRI) as of August 02, 2021. If you apply to work at a Diamond Resorts company you will be an applicant of a subsidiary of HGV. A transition to HGV will occur as we integrate technology, systems and branding but it will take time until our separate operating systems, employment policies and benefits are fully integrated. As a result, for a period of time, employees will receive correspondence and messaging from Diamond Resorts as well as from HGV and related entities.