About this role
Position Summary
The Resort General Manager serves as the senior executive leader of the Resort and is responsible for driving operational excellence, exceptional guest experiences, leadership development, financial performance, and long-term asset value.
This leader is accountable for all aspects of resort operations including Front Office, Guest Services, Rental Operations, Housekeeping, Maintenance, Food & Beverage, Recreation & Activities, Membership Services, Finance, Sales & Marketing, and Human Resources.
The ideal candidate is a proven hospitality executive with a strong record of developing high-performing leadership teams, cultivating meaningful relationships with Owners, Members, Guests, and business partners, and creating cultures where employees thrive and deliver exceptional results. This individual must be equally adept at strategic planning, financial management, team development, and relationship building.
The General Manager will serve as the primary ambassador of the Resort while championing NDM Hospitality's values, vision, and "Win From Within" philosophy. Success in this role will be measured by the strength of the leadership team, guest satisfaction, employee engagement, owner confidence, revenue growth, profitability, and overall resort performance.
Essential Responsibilities
Executive Leadership & Culture Development
- Serve as the visible leader and ambassador of the Resort, setting the tone for excellence, professionalism, accountability, and hospitality.
- Drive and reinforce the NDM Hospitality culture throughout the organization, ensuring every department consistently demonstrates company values and service standards.
- Create a "people-first" environment focused on engagement, recognition, growth, accountability, and operational excellence.
- Lead with transparency, integrity, and a commitment to continuous improvement.
- Inspire, coach, mentor, and develop leaders capable of growing their departments and future careers within NDM Hospitality.
- Foster a culture where leaders actively collaborate across departments to achieve shared business goals.
Leadership Development & Talent Management
- Recruit, train, develop, and retain exceptional Department Heads and future leaders.
- Build a leadership bench strength program focused on succession planning and internal promotions.
- Hold Department Heads accountable for operational performance, guest satisfaction, employee engagement, and financial results.
- Establish leadership development plans, performance metrics, and coaching programs for all resort leadership positions.
- Ensure each department maintains highly trained, engaged, and service-focused team members.
- Promote NDM's "Win From Within" philosophy by identifying and developing future leaders throughout the organization.
- Create a culture of ownership where leaders are empowered to make decisions and drive results.
Owner, Investor & Stakeholder Relations
- Establish and maintain trusted relationships with Owners, Managing Principals, Investors, Members, and strategic partners.
- Serve as the primary liaison between resort operations and ownership groups.
- Communicate resort performance, opportunities, risks, and strategic initiatives with professionalism and transparency.
- Deliver organized and comprehensive business reviews, operational updates, and financial presentations.
- Build confidence among ownership groups through proactive communication and consistent operational execution.
- Collaborate with ownership and executive leadership to implement long-term growth strategies and capital improvement initiatives.
Financial Leadership & Business Performance
- Maintain full accountability for resort profitability, cash flow, budgeting, forecasting, and overall financial performance.
- Develop and execute business strategies designed to maximize revenue growth while maintaining exceptional guest experiences.
- Consistently achieve or exceed budgeted revenue, EBITDA, profitability, and operational performance goals.
- Analyze financial reports, market conditions, operational metrics, and trends to make informed business decisions.
- Identify and implement new revenue opportunities across accommodations, RV sites, memberships, food and beverage, retail, events, recreation, sponsorships, and guest programming.
- Drive expense management initiatives while maintaining service standards and employee satisfaction.
- Closely monitor labor productivity, payroll-to-revenue ratios, operating expenses, and departmental profitability.
- Utilize data-driven decision making to improve operational efficiencies and increase asset value.
Resort Operations Excellence
- Direct and oversee all resort departments, ensuring alignment with strategic objectives and financial goals.
- Ensure all operating standards, brand expectations, policies, and procedures are consistently executed.
- Lead operational planning and execution during periods of growth, expansion, and new amenity development.
- Maintain exceptional standards for cleanliness, maintenance, safety, and facility presentation.
- Develop strong vendor and contractor relationships that support operational efficiency and guest satisfaction.
- Continuously evaluate and improve systems, processes, and guest service delivery models.
Guest, Member & Owner Experience
- Champion a service culture that creates memorable experiences and lifetime loyalty.
- Maintain a strong presence throughout the property, actively engaging with Guests, Members, Owners, and team members.
- Ensure guest concerns and service recovery opportunities are resolved quickly and professionally.
- Drive reputation management efforts by monitoring guest feedback, online reviews, and satisfaction metrics.
- Develop innovative programming, entertainment, recreation, and community-building initiatives that enhance the overall resort experience.
- Continuously evaluate guest touchpoints and implement enhancements that elevate the resort's reputation as a premier destination.
Ideal Candidate Profile
The successful candidate is:
A Leader of Leaders
- Proven ability to build, mentor, and hold accountable high-performing Department Heads.
- Passionate about developing future hospitality leaders.
- Creates a culture of engagement, ownership, and continuous improvement.
Relationship Focused
- Builds strong partnerships with Owners, Investors, Guests, Members, and community stakeholders.
- Possesses executive-level communication and presentation skills.
- Naturally earns trust, credibility, and respect.
Financially Driven
- Strong background managing complex resort P&Ls.
- Demonstrated success growing revenue and profitability.
- Understands asset management, forecasting, budgeting, labor controls, and financial strategy.
Culture Builder
- Embraces and promotes the NDM "Win From Within" philosophy.
- Champions teamwork, recognition, accountability, and employee development.
- Creates an environment where employees are proud to work and guests are excited to return.
Required Experience
- 10+ years progressive hospitality leadership experience.
- 5+ years serving as a General Manager, Regional Operations Leader, Resort Manager, or similar executive leadership role.
- Experience leading large-scale resort, RV resort, lifestyle resort, destination campground, hotel resort, vacation ownership, or mixed-use hospitality operations.
- Demonstrated success developing leadership teams and promoting internal talent.
- Proven experience managing owner and investor relationships.
- Strong track record of revenue growth, profit improvement, and operational excellence.
- Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
- Bilingual English/Spanish strongly preferred.
Success in This Role Means:
- Building a best-in-class leadership team.
- Developing future NDM leaders from within.
- Creating exceptional owner and guest relationships.
- Driving revenue growth and strong financial performance.
- Strengthening the NDM culture throughout the organization.
- Positioning the Resort as one of the premier luxury outdoor hospitality destinations in the country.
NDM Hospitality is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws