Assistant General Manager

Position Summary

The Assistant General Manager (AGM) is the senior on-site operator responsible for executing the campus experience with consistency, discipline, and excellence every day. This role translates the strategic direction set by the EVP into high-quality, reliable operations across all aspects of the Lone Rock campus.

The AGM holds total property oversight in partnership with executive leadership and serves as the on-the-ground operator responsible for bringing the campus experience to life. This includes direct leadership of Maintenance, Facilities, and Culinary, with a collaborative (dotted line) partnership with Sales and Events to ensure exceptional program execution.

This role is primarily scheduled to work afternoon and evening hours (approximately 1:00 PM – 9:00 PM)—a critical window that aligns with peak guest activity, dining service, and program transitions—ensuring strong leadership presence during the moments that matter most in the guest experience.

The ideal candidate brings a strong hotel food & beverage background in addition to total operations oversight, deep operational discipline, and a passion for hospitality in a mission-driven environment.

Core Accountabilities

1. Operational Execution & Campus Performance

• Own the day-to-day execution of all campus operations, ensuring a seamless and high-quality experience for every guest.
• Serve as the primary on-site decision-maker, responsible for real-time problem solving, issue resolution, and operational continuity.
• Ensure all retreats, programs, and events are executed on time, on plan, and at standard.
• Maintain consistent operational rhythms, including daily stand-ups, shift transitions, and cross-functional coordination.
• Enforce and continuously improve standard operating procedures (SOPs) to ensure reliability and consistency.
• Maintain a strong physical presence across campus, particularly during peak guest activity.

Key Standard: The campus runs smoothly without escalation; issues are anticipated, not reacted to.

2. Financial Oversight & Cost Discipline

• Own execution of the campus operating plan, ensuring strong financial stewardship across all departments.
• Monitor and manage:
• Labor costs and staffing efficiency
• Departmental budgets (culinary, facilities, housekeeping, operations)
• Inventory, purchasing, and vendor spend
• Track and act on key performance indicators, including:
• Occupancy and utilization
• Labor ratios
• Cost per guest
• Guest satisfaction metrics
• Identify and implement opportunities to improve efficiency, margin, and cost control without compromising guest experience.
• Ensure accurate tracking, reporting, and adherence to financial processes.

Key Standard: The campus operates within budget with disciplined cost control and clear visibility into performance drivers.

3. Team Leadership & Accountability

• Directly manage campus operational leaders across:
• Culinary
• Facilities & Maintenance
• Housekeeping / Guest Services (as applicable)
• Establish clear expectations, performance standards, and accountability systems.
• Provide hands-on coaching, real-time feedback, and performance management.
• Build a culture of:
• Ownership
• Responsiveness
• Attention to detail
• Teamwork under pressure
• Ensure appropriate staffing levels and scheduling aligned to demand.
• Support hiring, onboarding, and training with a focus on operational readiness.

Key Standard: Teams are clear on expectations, perform at a high level, and are accountable for results.

4. Guest Experience Execution

• Ensure every aspect of the guest journey is executed with precision, warmth, and consistency.
• Oversee lodging readiness, dining service, meeting space setup, and campus flow.
• Actively engage with guests, address concerns quickly, and resolve issues with professionalism.
• Ensure alignment between operations and program teams to deliver a cohesive experience.
• Monitor guest feedback and implement improvements in real time.

Key Standard: Guests experience a seamless, thoughtful, and highly professional environment.

5. Cross-Functional Coordination (Sales & Events Execution)

• Partner with Sales and Events teams to operationalize all bookings and program plans.
• Translate program requirements into clear execution plans across departments.
• Ensure alignment on:
• Group logistics
• Staffing plans
• Space utilization
• Dining and schedule coordination
• Lead on-site execution of events, particularly during critical transitions.

Key Standard: No breakdowns between planning and execution; operations deliver exactly what was promised.

6. Facilities, Safety & Campus Readiness

• Ensure campus is consistently clean, safe, and fully operational.
• Oversee preventative maintenance and timely resolution of all facility issues.
• Enforce all safety protocols, including:
• Emergency response procedures
• Wildlife safety
• General risk management
• Serve as on-site lead during emergencies and incidents.
• Ensure readiness of all guest-facing and back-of-house spaces at all times.

Key Standard: The campus is safe, well-maintained, and always guest-ready.

Supervisory Responsibilities

• Direct supervision of:
• Executive Chef
• Director of Engineering / Facilities
• Other operations managers as applicable
• Indirect leadership across all campus staff during operational shifts

Requirements

Qualifications

• Bachelor’s degree in hospitality, business, or related field required
• 5–10 years of leadership experience in hospitality, hotels, retreat centers, or similar environments
• Strong background in food & beverage and/or full-service operations
• Proven ability to manage complex, high-touch operations with multiple moving parts
• Demonstrated success in:
• Team leadership and performance management
• Budget management and cost control
• Real-time problem solving under pressure
• Strong operational discipline, attention to detail, and follow-through
• Excellent interpersonal and relationship-building skills
• Comfort with operational systems (PMS, scheduling, inventory, etc.)
• Superior written and verbal communication abilities
• Experience building and leading high-performing teams.
• Ability to travel occasionally for organizational meetings and events.
• Proficient with HR information systems, PMS, events systems, and relevant technology platforms
• Alignment with the organization’s core values

Benefits:

• Unlimited paid time off
• Generous paid holidays
• Comprehensive medical, dental, and vision coverage with employer contributions up to 100%
• 401(k) retirement plan eligibility - 4% matching
• Access to supplemental insurance options
• Company-paid long-term disability coverage
• Employee Assistance Program