What are the responsibilities and job description for the General Manager position at Roberts Resorts?
Job Type
Full-time
Description
About Roberts Resorts & Communities
This company operates nationally and is growing by the day. At Roberts Resorts & Communities, we're on a mission to build community and fulfill dreams. Through our core values of resourcefulness, integrity, passion, and epic customer service, we're dedicated to making a difference in the lives of 30,000 families. If you're passionate about creating meaningful impact, thrive in a culture of integrity, and are committed to delivering exceptional service, we invite you to join us in turning visions into reality and shaping a brighter future together.
Position Summary
The General Manager oversees all aspects of resort operations, including planning, organizing, and leading the team while maintaining the integrity of the resort and ensuring policies and procedures are effectively implemented. This role is a hands-on, working leadership position responsible for overseeing three communities—Waters Edge, Majestic Hills, and Majestic Pines—leading a team that includes a Maintenance Supervisor, part-time and full-time maintenance staff, a housekeeper, and an Assistant Manager.
The General Manager coordinates across teams, supports day-to-day operations, and ensures a high standard of service for guests and residents while fostering collaboration with local agencies and stakeholders.
Performance Objectives
- Uphold Roberts Resorts' Core Values Platform to foster a positive work environment and exceptional guest experiences
- Ensure guests and residents receive exemplary service in line with Roberts Resorts' Customer Service Philosophy
- Proactively engage with marketing initiatives to boost reservations, occupancy rates, and brand visibility for Roberts Resorts.
- Effectively address and resolve guest and resident complaints to maintain satisfaction and loyalty
- Lead team member selection, training, scheduling, and development efforts, ensuring adherence to policies and operational standards
- Collaborate with the management to promptly address any issues that could impact operations or guest satisfaction negatively
- Enforce compliance with resort rules, standards, and regulations, fostering a safe and enjoyable environment for all
- Monitor and manage monthly operating budgets, striving to meet revenue goals while controlling expenses
- Ensure compliance with federal, state, and local regulations governing fair housing laws and resort operations
- Assist the management team in developing the annual operating budget as needed, providing valuable insights and data
- Promote the sale of park models, new and pre-owned homes within the Resort, and facilitate the listing and selling process
- Provide essential data to support capital expenditure and expansion budget planning for the management team
- Maintain a strong focus on property leadership, fostering a culture of excellence, accountability, and continuous improvement
- Performs other related duties as assigned
Requirements
Key Competencies
- Leadership: Demonstrated ability to inspire and motivate a team towards achieving common goals and objectives.
- Customer Service Skills: Proficient in providing outstanding service to guests and residents, ensuring their needs are met with excellence.
- Effective Communication: Ability to convey information clearly and persuasively to individuals and groups of customers or associates.
- Strategic Planning: Skilled in developing and implementing long-term plans and strategies to drive the success of the resort.
- Problem-Solving Abilities: Experienced in addressing challenges that may arise, particularly those involving multiple variables in standardized situations.
- Financial Management: Proficient in managing budgets, controlling expenses, and maximizing revenue to achieve financial goals.
- Team Building: Capable of building and nurturing high-performing teams through effective recruitment, training, and development initiatives.
- Adaptability: Able to adapt to various situations and changing circumstances while maintaining a focus on achieving results.
- Decision Making: Demonstrated ability to make timely and effective decisions, considering relevant factors and potential outcomes.
- Conflict Resolution: Skilled in resolving conflicts and managing interpersonal dynamics within the team and with guests or residents.
Education & Experience
- Bachelor's degree in hospitality management, Business Administration, or related field preferred.
- Minimum of 5 years of experience in resort management or a similar leadership role, with proven success in overseeing operations and leading teams.
- Strong knowledge of the hospitality industry, including trends, regulations, and best practices.
- Excellent understanding of financial management principles, including budgeting, forecasting, and profit and loss analysis.
- Experience in customer service and guest relations, with a focus on delivering exceptional experiences and fostering guest loyalty.
- Demonstrated leadership abilities, including team building, coaching, and performance management.
- Proficiency in computer systems and software relevant to resort management, such as property management systems and Microsoft Office Suite.
- Relevant certifications or training in areas such as hospitality management, leadership, and customer service are advantageous.
Physical Requirements
- Constantly stand, walk, push, pull, lift grasp, bend and kneel; Frequently use arms and hands
- Manual dexterity for handling paperwork and using office equipment
- Clear vision and hearing for reviewing documents and communicating effectively
- Capability to lift up and carry up to 30 pounds
Benefits and Perks
We believe in taking care of our team so they can thrive both at work and in life. As a full-time employee, you’ll enjoy a comprehensive benefits package designed to support your health, growth, and lifestyle, including:
- Medical, Dental, and Vision coverage for you and your dependents
- Employer-paid life insurance for peace of mind
- A full menu of voluntary coverages — STD, LTD, Accidental, Critical Illness, Hospital Indemnity, Pet Insurance, and Legal Service Plans
- 80 hours of PTO plus 11 paid holidays to recharge and refresh
- 401(k) with a 3% company match to invest in your future
- The chance to be part of an inclusive, supportive community where your contributions matter
- Complimentary stay at one of our resorts — enjoy the lifestyle you help create!
Commitment to Diversity
Roberts Resorts & Communities stands firm in our commitment to Equal Employment Opportunity. We believe in a workplace free from discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic. Diversity is our strength. We foster an inclusive environment where authenticity is valued, and everyone feels a sense of belonging. We empower individuals to reach their full potential and contribute their best. Join us in creating a workplace where diversity is celebrated, voices are heard, and excellence thrives.