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General Manager

Company Description

The beautiful lakefront Westgate Lakes Resort & Spa offers you the perfect opportunity to meet and share stories with guests who arrive from around the world to experience Central Florida’s world-famous theme parks and attractions. Enjoy the surroundings and excitement that our world-class resort offers when you join the Westgate Lakes team.

Job Description

As the General Manager of one of our largest Westgate properties, including the renowned Westgate Lakes property, conveniently situated just minutes from numerous theme parks in the heart of Orlando, your role is crucial. With over 2000 luxurious rooms and top-notch amenities, your primary goal is to ensure the smooth operation of the resort and enhance guest satisfaction. You'll lead a team across various departments, collaborating closely with senior leadership to provide guidance. Your focus on efficiency and effective communication will help maintain a culture of excellence within our organization. 

Essential Duties and Responsibilities:

  • In partnership with senior leadership, the General Manager is responsible for overseeing the successful operation of the resort and ensuring that it meets defined performance metrics
  • Mentor, work closely with and train directors and department head that report to the GM
  • Ensures directors and department heads are aware of the policies and procedures for all employees and that the policies and procedures are provided to all Team Member
  • Drive guest satisfaction by maintaining the product and service quality standards within each department
  • Work with directors and department heads to develop annual budgets / Capital Plans to accurately forecast financial performance and to deliver financial results in accordance with those budgets, analyzing budget requests and past P&L variance to identify areas in which reductions and/or allocations can be made, assigning action plans where needed
  • Drive guest satisfaction by maintaining the product and service quality standards
  • Regularly review all metrics including, but not limited to: Medallia, Kipsu, Quality Assurance Inspections, Shopper Reports, Financial Reports/Audits, Team Member Surveys, Compliance Training and Team Member turnover
  • Provide regular and effective updates to the VP or AGM on the performance of the directors and department managers
  • Assists in the planning, development and implementation of organization policies and goals
  • Reviews appropriate reports such as HotSoS to determine effectiveness and efficiency of the Team and recommends and/or makes appropriate adjustments to ensure success
  • Actively participates in all meetings as assigned by the VP and Executive Leadership
  • Protects the Resort and its assets through enforcing and maintaining preventative maintenance programs.
  • Works closely with Risk Management and Safety and Security to protect the assets of the Resort and provide for the safety of all guests and Team Members
  • Follows company policies and procedures and can effectively communicate them to subordinates.
  • Works closely with Team Member Services to ensure that the Resort is in compliance with all federal, state, and local laws, including OSHA, EEOC, Wage and Hour and Health laws.
  • Manage time and projects effectively to produce a desired result in view of available resources
  • Promote CFI/Westgate Resorts' Mission Statement and philosophies to both team members and guests
  • Promotes organization in industry or trade associations
  • Directly leads both the Assistant General Manager and Resort Operations Director, who are responsible for overseeing Food and Beverage, Housekeeping, SPA, Engineering, Waterpark, and Activities
  • Other duties as assigned

Qualifications

  • Bachelor’s degree (B.A. or B.S.) from a four-year college or university preferred
  • 7+ years related senior resort management experience
  • Proven track record managing a property with over 1000 rooms
  • Hospitality industry experience is essential, timeshare experience a plus
  • Experience in hospitality accounting, property management, point of sale, service order, guest communication and labor management applications
  • Organizational, relationship, interpersonal, troubleshooting, attention to detail, time management, priority management, and multi-tasking skills
  • Proven ability to work independently and within a team
  • Ability to interact well with fellow team members and leadership from other resorts and departments.
  • Previous experience leading in the hospitality sector, including hotels/resorts, retail/dining/entertainment venues, theme parks, etc.

Additional Information

Why Westgate?

  • Comprehensive health benefits – medical, dental and vision
  • Paid Time Off (PTO) – vacation, sick, and personal
  • Paid Holidays
  • 401K with generous company match
  • Get access to your pay as you need it with our Daily Pay benefit
  • Family benefits including pregnancy, and parental leave and adoption assistance
  • Wellness Programs
  • Flexible Spending Accounts
  • Tuition Assistance
  • Military Leave
  • Employee Assistance Program (EAP)
  • Life, Disability, Accident, Critical Illness & Hospital Insurance
  • Pet Insurance
  • Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.) 
  • Advancement & development opportunities
  • Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [email protected] with the job title and the location of the position for which you are applying.

Average salary estimate

$87500 / YEARLY (est.)
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$75000K
$100000K

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What You Should Know About General Manager, Westgate Resorts

Are you ready to take your leadership skills to a vibrant and dynamic environment? Look no further! Westgate Resorts is searching for a passionate General Manager to join our amazing team at the spectacular Westgate Lakes property in Orlando, FL. Nestled on a stunning lakefront, our resort welcomes visitors from all corners of the globe, offering them a gateway to Central Florida’s world-famous theme parks and attractions. As the General Manager, you’ll play a key role in ensuring our operations run smoothly while enhancing the overall guest experience in our 2000 luxurious rooms. Your leadership will guide a dedicated team across various departments, and you'll collaborate closely with senior leadership to cultivate a culture of excellence. It’s all about guest satisfaction for us, so using your skills to maintain product and service quality will be important. With responsibilities ranging from mentoring department heads, overseeing annual budgets, and ensuring compliance with laws and safety protocols, your days will be both challenging and rewarding. Join us at Westgate and enjoy not just a job, but a community where you can thrive in your career, all while making lasting memories for our guests!

Frequently Asked Questions (FAQs) for General Manager Role at Westgate Resorts
What are the primary responsibilities of a General Manager at Westgate Resorts?

As a General Manager at Westgate Resorts, your primary responsibilities include overseeing the smooth operation of the resort, enhancing guest satisfaction, mentoring department heads, managing financial performance, and ensuring compliance with safety and legal standards. You will lead a dedicated team to maintain quality service and continuously improve guest experiences.

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What qualifications are needed to become a General Manager at Westgate Resorts?

To become a General Manager at Westgate Resorts, candidates typically require a bachelor’s degree and over 7 years of senior resort management experience, particularly in properties with over 1000 rooms. A strong background in hospitality, including accounting and management applications, is essential for success in this role.

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How does Westgate Resorts measure guest satisfaction for the General Manager role?

Westgate Resorts measures guest satisfaction through various metrics, including surveys, quality assurance inspections, and regular financial audits. The General Manager is responsible for reviewing these metrics to ensure that service quality standards are met and to implement necessary improvements.

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What kind of leadership style is expected from a General Manager at Westgate Resorts?

Westgate Resorts expects its General Manager to embody a collaborative and empowering leadership style. You will mentor department heads, drive team engagement, and foster a culture of excellence, ensuring that everyone works together effectively to enhance the guest experience.

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What benefits can I expect as a General Manager at Westgate Resorts?

As a General Manager at Westgate Resorts, you can look forward to comprehensive health benefits, paid time off, a generous 401K match, career development opportunities, and various wellness programs. The company also offers unique team member discounts and community involvement programs enhancing your overall work-life balance.

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Common Interview Questions for General Manager
Can you describe your experience managing large resort operations?

When answering this question, focus on your previous roles in managing large properties. Discuss specific challenges you’ve faced and how you overcame them, mentioning metrics that improved under your leadership to showcase your impact on guest satisfaction and operational efficiency.

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How do you prioritize tasks as a General Manager?

Use this opportunity to describe your organizational skills. Talk about how you assess urgency and importance, delegate responsibilities effectively, and manage your time. Consider providing an example of a project where you strategically prioritized tasks to achieve successful outcomes.

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How would you handle a situation where guest satisfaction ratings are low?

Describe your approach to problem-solving, including gathering feedback from guests and staff, identifying root causes, and implementing action plans to address the issues. Highlight your experience in improving guest relations and enhancing service quality in past roles.

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What strategies would you employ to keep team members motivated?

Emphasize your leadership style and how you promote a positive workplace culture. Discuss methods like team-building activities, recognizing employee achievements, and providing opportunities for professional development that engage and motivate staff.

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What is your experience with budgeting and financial management in hospitality?

This is a great chance to discuss your past experiences with budgeting processes. Detail how you created and managed budgets, addressed discrepancies, and aligned financial goals with operational strategies, ensuring profitability while maintaining high service standards.

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How do you ensure compliance with health and safety regulations?

Talk about your understanding of relevant laws and regulations, your experience conducting regular compliance training, and your proactive measures to ensure the safety of guests and team members. Mention any specific compliance programs you’ve implemented in the past.

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How do you measure success as a General Manager?

Include both qualitative and quantitative measures of success. Discuss metrics such as guest satisfaction scores, employee turnover rates, and financial performance as indicators of your effectiveness in leading the resort and promoting an excellent guest experience.

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What role does mentorship play in your management style?

Highlight your belief in developing talent within the organization. Discuss specific instances where you’ve mentored team members, the impact it had on their careers and the overall resort, and how you promote continuous learning within your team.

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Can you provide an example of a challenging situation you've faced in hospitality and how you resolved it?

Share a brief story about a challenge (e.g., a major event, staff shortage, or unexpected guest feedback) illustrating your problem-solving skills. Detail the steps you took, the thought process behind your actions, and the positive outcome that resulted from your approach.

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How do you keep abreast of trends in the hospitality industry?

Discuss your methods for staying updated on industry trends, such as attending conferences, subscribing to hospitality publications, or joining professional organizations. Emphasize how staying informed helps you enhance the services and operational strategies at the resort.

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As an innovative and dynamic company, Westgate Resorts promotes a positive and fulfilling work environment by investing in its employees in many different ways. By providing a multitude of outstanding benefits, discounts, development opportunities...

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Full-time, on-site
DATE POSTED
January 9, 2025

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