Role Description
The Hotel General Manager (GM) holds full operational and financial leadership of Brasada Ranch's hotel operation, owning the hotel P&L (exclusive of club and real estate operations) and directing all guest-facing and back-of-house departments that shape the overnight guest and resort experience. Reporting to the Managing Director, the GM leads and develops seven department leaders - the Director of Food & Beverage, Director of Culinary, Director of Events, Executive Housekeeper, Guest Services Manager, Spa Manager, and Property Operations Manager - and is accountable for driving revenue, profitability, guest and member satisfaction, and team member engagement across Guest Services, Food & Beverage outlets and operations, Culinary operations, Housekeeping, Spa, Property Operations & Maintenance, and Event Planning & Banquet execution.
As a senior member of the Brasada Ranch leadership team, the GM sets the service vision and operating standard for the property, positioning the brand, cultivating a systemic service culture, and establishing Brasada Ranch as the employer of choice. The GM protects the long-term life of the asset by maintaining the environment across every sensory dimension (sight, sound, smell, touch, and taste) and by planning and executing maintenance and improvement programs. With a growing resort - including planned meeting-space expansion and additional Cascade Bungalow keys - the GM is expected not only to run a high-performing operation today, but to lead the property through growth, integrating new inventory, outlets, and event capability without compromising the guest experience or financial performance.
General Responsibilities
Operational Leadership & Guest Experience
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Provide overall leadership and day-to-day direction across all reporting departments, ensuring seamless, coordinated operations and a consistently exceptional guest and member experience.
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Serve as the senior point of escalation for guest issues and complaints, resolving them with empathy and a focus on recovery, satisfaction, and lasting loyalty.
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Routinely tour the property, setting and enforcing high expectations for cleanliness, maintenance, lighting, landscaping, and overall presentation.
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Continuously refine the property's sensory experiences - sight, sound, smell, touch, and taste - to enliven the environment and elevate the guest journey from arrival through departure.
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Explain and champion resort products, services, and offerings, and ensure teams are equipped to do the same.
Department & Team Leadership
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Directly lead, coach, and develop seven department leaders (Director of F&B, Director of Culinary, Director of Events, Executive Housekeeper, Guest Services Manager, Spa Manager, and Property Operations Manager), holding each accountable for departmental performance, service levels, and financial results.
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Ensure smooth, harmonious operations between interdependent departments - particularly Housekeeping and Guest Services for the arrival experience, and Culinary, F&B, and Events for banquet and outlet execution.
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Partner with the People & Culture team on recruiting, selection, onboarding, and training across all reporting departments, leading a selection process that ensures every hire is the right cultural and capability fit.
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Actively engage team members at all levels; create and maintain processes for continuous climate assessment (leadership roundtables, engagement surveys, recognition programs) and support frequent team member events.
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Establish and embed property-specific cultural and service principles, making them the fiber of the organization and defining the key service behaviors that create memorable guest experiences.
Food & Beverage, Culinary & Events
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Provide strategic oversight of seven F&B outlets - including the seasonal operation of four outlets - ensuring quality, consistency, profitability, and appropriate staffing and offerings across peak and shoulder seasons.
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Oversee culinary operations to deliver menu quality, food cost discipline, safety, and sanitation standards across all outlets and banquet functions.
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Direct event planning and banquet execution, ensuring flawless coordination between Events, Culinary, F&B, and Property Operations, and positioning the property to capture growing group, wedding, and meeting business as meeting-space capacity expands.
Housekeeping, Spa & Property Operations
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Provide complete oversight of the Housekeeping operation, ensuring rooms and public spaces meet luxury standards and support the guest arrival experience.
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Oversee Spa operations to deliver a premium wellness experience aligned with the resort's brand and revenue objectives.
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Ensure an uninterrupted, preventive maintenance program is in place for guest rooms, public spaces, and building systems, protecting the long-term life of the asset and minimizing disruption to guests.
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Oversee Property Operations & Maintenance, including capital project coordination, vendor and contractor management, and safety and compliance across the physical plant.
Financial Ownership & Business Performance
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Own the full hotel P&L (excluding club and real estate operations), accountable for revenue, expenses, margin, and flow-through across all reporting departments.
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Partner with the Director of Finance to build a zero-based, day-by-day Annual Operating Plan grounded in potential, history, and trends, and to produce accurate, timely monthly and balance-of-year forecasts with directors and managers actively involved.
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Lead department leaders in labor and purchasing decisions to meet margin and flow-through expectations, and communicate monthly results while developing the team to improve performance.
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Drive revenue and profitability across rooms, F&B, spa, and events, partnering on revenue management and pricing strategy to optimize property performance.
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Ensure compliance with all accounting standards, audit requirements, and applicable brand or rating standards, working toward a leading brand ranking and diamond/quality rating.
Growth & Strategic Initiatives
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Lead the operational integration of planned expansions, including additional Cascade Bungalow keys and expanded meeting/event space, ensuring new inventory and capability are staffed, systematized, and brought online without disruption to existing operations.
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Establish and maintain positive, proactive relationships with any third-party operators or concessionaires, driving sales and profitability across the property.
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Contribute to the property's long-range operational and capital planning as a senior member of the leadership team.
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Perform additional responsibilities and duties as assigned.
