General Manager

General Manager

This is a unique opportunity to work outdoors near some of the country's most popular national parks. As the General Manager (GM) you ensure the property delivers exceptional guest experiences, influence both team member and guest engagement, build a sense of pride among team members and guests to drive brand loyalty, and monitor and steer financial results.

This is a cross functional position requiring the GM to be the expert in customer service and operational processes while collaborating daily with team members from each department. You create a positive work environment by addressing employee concerns in a timely manner and hiring, training, and developing your team to deliver on company goals. GMs establish and communicate goals and expectations, measure performance, and hold the team accountable.

• Be the expert on all camp-level policies and procedures in order effectively meet the needs of your team and of guests
• Lead a management team which hosts a daily stand-up meeting with team members and a regular weekly meeting with all departmental supervisors
• Establish and maintain positive relationships with vendors and the local community
• Manage property level finances to match business needs to meet monthly and yearly financial goals
• Ensure that seasonal team members who utilize staff housing have all necessary information and forms needed to move in
• Build passion and enthusiasm for the company's mission
• Set the standards and model the behaviors for delivering a culture of excellence and professionalism that creates a positive and safe environment for everyone which leads to positive guest feedback and team member retention
• Evaluate departmental action plans to evoke change and make necessary improvements in service
• Identify consistent, streamlined processes and procedures to maximize resources, hold others accountable, eliminate non-value tasks, and prioritize time to focus on guest and team member experiences
• This includes implementing, auditing, and providing recommendations on all company-wide SOPs at your property consistently and correctly
• Clearly communicate expectations and goals to the team to achieve results
• Collaborate with other managers and departments in the company to further develop best practices and implement new policies and procedures to support growing business needs
• Attend and participate in company-wide meetings
• Lead all departments and support others to develop and learn, recognize their achievements, and build an organizational culture where knowledge and growth are valued and rewarded
• Coach team members and provide documentation in efforts to improve team member performance when expectations are not met
• Submit and be able to speak to all monthly financial performance metrics
• Create synergy across all departments to meet goals relative to employee engagement (eNPS), guest satisfaction (NPS), revenue performance (Top line), and profitability (CPOR and GOP)
• Submit professional and timely work products
• Spearhead capital projects as assigned and requested
• Be the point person for any property management relationships
• Assist at other Under Canvas properties for short-term assignments as needed and requested
• Make complex decisions in the face of ambiguity
• Address emerging issues and suggest ways to improve overall approach
• Excel in ambiguous environments with diverse individuals and groups by anticipating and responding to changes with swift, focused, and flexible solutions
• Promote company sustainability initiatives
• Other duties as assigned

• High School Diploma, GED, or equivalent work experience
• Minimum of 2 years of management experience delivering in-person customer service support in a fast-paced, results-driven environment, preferably in hotels or hospitality
• Demonstrated commitment to delivering high-quality customer service
• Goal-oriented, results-driven, strong interpersonal and communication skills
• Ability to communicate clearly and concisely
• Ability to consistently interact with a friendly, enthusiastic, positive attitude
• Ability to demonstrate sound judgement, follow direction, and take decisive, appropriate action
• Willingness to…