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Herschend Family Entertainment · 1 day ago

Silver Dollar City Resort General Manager

Branson, MO

Full-time

Onsite

Lead/Staff, Director/Executive

5+ years exp

Herschend Family Entertainment is ushering in a new era of Ozarks hospitality with the Silver Dollar City Resort, a landmark retreat. The General Manager will be responsible for all aspects of the resort's operations, including managing performance, sales strategies, and ensuring exceptional guest experiences while fostering a culture of service and hospitality.

Media and Entertainment

Responsibilities

Champion the legacy of culture ensuring that the resort’s service programs consistently reflect long standing values of service, hospitality and community

Model and reinforce the Company’s core values through daily leadership presence and real-time feedback to leadership and hosts on service and operational standards, including feedback on all levels of service and operational details

Establish and maintain a guest-centric service philosophy that upholds the Company’s longstanding reputation for warmth, authenticity, and exceptional experiences

Review and address, when necessary, all guest surveys, comments, social postings, etc. to ensure our Net Promoter Score goals are achieved by identifying opportunities for continued cultural alignment and service enhancements

Create and support clear lines of responsibility for leadership team, including coverage and oversight throughout the day

Walk the property to ensure public spaces, grounds, work and kitchen areas meet sanitation and cleanliness/maintenance standards

Manage the flow of labor between departments to support effective management of the labor budget and achievement of profitability goals

Support project management for the execution of capital improvements

Review safety audits on food, alcohol, health and Enterprise Risk Management goals

This position has a unique and critical role to develop a culture that delivers consistently high quality service and nationally acclaimed hospitality

Work with Director of Sales and Director of Resorts & Lodging Marketing to establish sales & marketing strategy, sales goals, deployment, and action plans

Design and uphold resort-wide service standards that complement the guest experience of the theme park

Understand and leverage sales and marketing strategies over competitor properties

Participate in sales and marketing related meetings

Participate in and host customer recognition events to drive sales

Measure, analyze, and communicate property performance using a variety of financial/non-financial data including controllable costs, sales revenue, guest satisfaction, and host engagement data

Monitor property forecasts on revenue and expenses

Manage on-property controllable costs associated with rooms, housekeeping, events and food & beverage operations

Initiate action to support property revenue and profitability goals

Update and communicate profit forecasts to appropriate level leaders and supervisors

Participate in period end financial reviews

Manage the relationship with the revenue management team

Review and collaborate on property revenue forecasts and goals

Ensure operations are supporting revenue management tactics, especially in front office operations to ensure same day sellouts and future goals

Meet regularly with Regional Revenue Manager, Resorts & Lodging

Collaborate with Silver Dollar City leadership to create cross-property experiences and seamless guest journeys

Serve as the ambassador between the resort and the Silver Dollar City Attractions organization, ensuring alignment while fostering the resort’s own identity within the brand

Keep leadership teams, owners, and above property stakeholders updated on property performance in the areas of financials, guest satisfaction and host engagement

Prepare and present reports for Property Support Center and above property leadership using financial/performance data

Conduct property critiques and annual business reviews

Partner with corporate leaders to develop long-term strategies that extend the attraction’s legacy into the resort experience

Translate established Silver Dollar City and Herschend culture standards into resort-specific practices, onboarding materials, service rituals, and employee programs

Recruit, select, and develop a diverse team that embodies the company’s cultural expectations and service mindset

Utilize Lead with Love principles on daily basis in the performance of responsibilities

Lead the creation of resort-specific training programs that emphasize cultural immersion, storytelling, service excellence, and safety

Cultivate a high-engagement work environment through coaching, mentorship, meaningful recognition, and transparent communication

Drive initiatives that maintain strong host morale, reduce turnover, and foster pride in being part of a beloved legacy brand

Ensure leaders at all levels are accountable for delivering culturally aligned service and team experiences

Manage ongoing development of leaders and ensure participation in Company development programs

Facilitate cross training to support professional growth and cross property efficiencies

Facilitate on-property activities that support property and Silver Dollar City host culture

Complete leadership training as directed

Support and follow Open Door policies

Support recruitment and hiring efforts to target hosts with skill sets compatible with our needs

Prepare for VIP visits, press events, media tours. Participate in marketing functions that can bring local, regional and national awareness to the resort and the Silver Dollar City park/brand

Participate in community outreach, special events, and brand initiatives that reinforce the resort’s role within the broader organization’s heritage

Facilitate weekly staff meetings to ensure all pertinent information regarding resort operations is being communicated clearly and on a timely basis

Monitors daily MOD and restaurant shift reports. Address guest concerns or operational deficiencies

Maintain daily knowledge of park activities and hours of operation

Develop programming that complements the Silver Dollar City brand pillars and supports our culture of 'surprise & delight.'

Ensure Food & Beverage offerings are consistent with resort and outlet brands

Ensure compliance with company policies, regulatory requirements, and brand standards, while honoring the spirit of the company’s legacy

Drive continuous improvement by integrating modern hospitality practices while preserving the heart of the company’s historic culture

Introduce new ideas, programs, and services that enhance the guest experience while remaining true to the company’s roots

Lead change management efforts with transparency, empathy, and cultural alignment as the new resort grows and matures

Qualification

Resort operations managementRevenue managementBudget managementSalesMarketing strategyGuest service philosophyLeadership skillsMicrosoft Office proficiencyProfitSword experiencePMSPOS knowledgeEffective communication

Required

Bachelor's degree required or equivalent work experience

Requires a minimum of 5 years' experience at a multi-faceted upscale resort

Must display a successful track record of accomplishment and growth

Showcase a broad knowledge of resort operations

Must have experience with managing budgets with forecasted targets

Must possess a strong working knowledge of revenue management with successful strategies and practices that maximize revenue

Must have proven leadership skills in problem solving, team building, and elevating host morale

Must be able to demonstrate an ability to manage both up-line (ownership-asset manager-corporate officer) as well as down-line (department heads-managers and line level staff)

Must be above average in attention to detail and accuracy of information

Must have cognitive aptitude for financial reports, complex conceptual and strategic thinking

Must be an effective communicator possessing strong verbal and written skills

Must be proficient in Microsoft Word, Outlook, Excel and Power Point

Knowledge of PMS and POS Systems. Micros (POS) and Opera (PMS) preferred