Job Description

The General Manager (GM) leads the overall operations and performance of the Smoky Mountain resort. Reporting to the Regional Area Director of Resort Operations, this role oversees 6 direct reports and approximately 360 team members. The GM leads department heads, drives guest satisfaction, ensures financial goals are met, fosters Team Member engagement and upholds brand standards while making a difference in the community. The General Manager ensures compliance with all policies, safety regulations, and quality standards while building a strong team culture aligned with Westgate Resorts’ mission and values; Passion, Work Ethic, Integrity.

What You Will Do:

• Ensure the successful operation and performance of the resort, achieving established financial, operational, and guest satisfaction metrics.
• Lead, mentor, and develop department heads, ensuring alignment with company policies, procedures, and service standards.
• Drive guest satisfaction by maintaining high product and service quality across all resort operations and ancillary venues.
• Partner with leadership to develop and manage budgets and capital plans, analyze P&L performance, and implement action plans to achieve financial goals.
• Monitor key metrics including guest feedback, quality assurance, financial performance, team member engagement, compliance, and turnover, making adjustments as needed to drive results.
• Provide regular performance updates to senior leadership and participate in executive meetings as required.
• Ensure operational efficiency by reviewing reports, optimizing processes, and effectively managing time, resources, and priorities.
• Protect resort assets through preventative maintenance programs and collaboration with Risk Management, Safety, and Security to ensure a safe environment.
• Partner with Human Resources to ensure compliance with all federal, state, and local employment laws and company policies.
• Promote and model Westgate Resorts’ mission, values, and service philosophy, fostering a strong, engaged team culture.
• Collaborate with Learning and Development to support leadership growth and ensure successful execution of development initiatives.
• Perform other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What You Will Bring:

• 10+ years of progressive leadership experience in resort or hospitality operations, including oversight of multi-department functions.
• At least 5 years in a senior leadership role.
• Demonstrated success in strategic planning and achieving measurable business outcomes.
• Experience in hospitality systems such as property management, point-of-sale, service order tracking, guest communication, and labor management tools.
• Proven leadership experience in diverse operational environments such as full-service hotels, resorts, entertainment complexes, retail, dining, and theme park venues.
• Bachelor’s degree in Hospitality Management, Business Administration, or related field required.
• Additional certifications in hospitality operations or leadership development are a plus.
• Exceptional leadership, team building, and people skills.
• Strong organizational abilities with diligence and an initiative-taking problem-solving mindset.
• Ability to manage multiple priorities effectively in a fast-paced, guest-focused environment.
• Skilled in cross-functional collaboration with other departments and resort locations.
• Technologically proficient, with strong knowledge of Microsoft Office Suite (Excel, Word, Outlook) and hospitality-related software systems.
• Demonstrated ability to lead independently while promoting a positive, collaborative culture.
• Strong financial and business acumen, including hospitality accounting and budgeting expertise.

Travel Requirements

• Will be required based on business needs

Additional Information

Why Westgate?

• Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
• Paid Time Off – Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – Access Your Earnings When You Need Them
• Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) – Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact

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 WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.

This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.