Job Description

The Retreat General Manager will lead all hotel departments including: Front Office, Housekeeping, Food & Beverage, Sales & Marketing, and Engineering. The Retreat General Manager is responsible for the overall guest experience and financial accuracy of the retreat to include recruitment, hiring, training, supervision, coaching, motivation, and policy implementation. The Retreat General Manager must ensure awareness of all departments throughout the retreat, ensuring a consistent focus on providing an exceptional experience to every guest while maximizing department profitability at the same time. The Retreat General Manager is responsible for ensuring that all operations are carried out professionally, to standards and at the highest level of service. The Retreat General Manager must also be involved within the communities and represent the retreat in a positive manner. The Retreat General Manager will achieve desired outcomes by planning, implementing, and controlling effective strategies that drive results and through the creation, development, and maintenance of a competent, motivated, and empowered retreat staff.

PRIMARY RESPONSIBILITIES

• Work collaboratively with managers and supervisors to meet or exceed the retreat’s financial budget and guest service goals
• Work closely with managers and supervisors to develop them both personally and professionally
• Establish consistent operating procedures and ensure they are consistently followed
• Establish a Safety Committee and motivate the retreat staff to maintain a productive, positive, and safe work environment. Ensure that all employees consistently comply with all Fire Department Safety codes and OSHA guidelines
• Responsible for the appropriate scheduling of retreat staff to ensure guest needs while ensuring labor budgets are withheld
• Responsible for all property based Human Resources and accounting functions, including monthly forecasting and reporting, cash flow and annual budget writing
• Assist in the development of the annual marketing plan & budget by developing strategies to increase occupancy and revenue
• Participate in regularly scheduled revenue management and sales strategies calls
• Ensure the operations staff, supervisors and management are properly trained to standards and able to carry out the operations of each function of their department
• Conduct daily stand-up meetings with management/staff to ensure employees are informed
• Ensure that cleanliness and condition of each area meets designated retreat standards and the appropriate inspections are carried out on a consistent basis
• Ensure that an accurate inventory is completed for housekeeping and front office amenities and supplies, standard guest room items, linen, food and beverage items, etc
• Work with maintenance team to ensure that all equipment within the guest rooms and all operational departments within the retreat are functioning properly and are part of an effective preventative maintenance program
• Keep abreast of the competition, local events, and hospitality trends
• Maintain a flexible schedule that can work any shift and assist with staff coverage in the instance of call-offs
• Review status of assignments and any follow-up action with manager and/or on-coming shift supervisor

GUEST SERVICE & SATISFACTION

• Responsible for Guest Service scores, review the scores with the staff, site areas for improvement, and create incentives for hotel staff
• Handle guest feedback and special requests, resolve any guest issue, and respond to guest reviews
• Demonstrate a commitment to servicing the guest and takes initiative to speak to all guests
• Show personal control by maintaining a positive attitude, and staying calm and patient in all situations

JOB REQUIREMENTS

• Previous experience with wellness retreats/hotels
• College degree and five years of related experience in hospitality operations
• Strong verbal and written communication skills
• Significant attention to detail
• Complete understanding of NOI profitability and budget goals
• Computer skills required – experience with Hotel information systems preferred
• Construction experience recommended; however, not required