General Manager

Job Summary

This is a unique opportunity to work outdoors near some of the country's most popular national parks. As the GM, you ensure the property delivers exceptional guest experiences, influence both team member and guest engagement, build a sense of pride among team members and guests to drive brand loyalty, and monitor and steer financial results.

This is a cross-functional position requiring the GM to be the expert in customer service and operational processes while collaborating daily with team members from each department. You create a positive work environment by addressing employee concerns in a timely manner and hiring, training, and developing your team to deliver on company goals. GMs establish and communicate goals and expectations, measure performance, and hold the team accountable.

This is a year-round, exempt position.

Responsibilities

Management:

• Identify consistent, streamlined processes and procedures to maximize resources, hold others accountable, eliminate non-value tasks, and prioritize time to focus on guest and team member experiences.
• Be the expert on all camp-level policies and procedures in order to effectively meet the needs of your team and of guests.
• Clearly communicate expectations and goals to the team to achieve results.
• Collaborate with other managers and departments in the company to further develop best practices and implement new policies and procedures to support growing business needs.
• Lead a management team which hosts a daily stand-up meeting with team members and a regular weekly meeting with all departmental supervisors.
• Attend and participate in company-wide meetings.
• Lead all departments and support others to develop and learn, recognize their achievements, and build an organizational culture where knowledge and growth are valued and rewarded.
• Establish and maintain positive relationships with vendors and the local community.
• Create synergy across all departments to meet goals relative to employee engagement (eNPS), guest satisfaction (NPS), revenue performance (Top line), and profitability (CPOR and GOP).
• Submit professional and timely work products.
• Be the point person for any property management relationships.
• Assist at other Under Canvas properties for short-term assignments as needed and requested.
• Make complex decisions in the face of ambiguity.
• Build passion and enthusiasm for the company's mission.
• Address emerging issues and suggest ways to improve overall approach.
• Excel in ambiguous environments with diverse individuals and groups by anticipating and responding to changes with swift, focused, and flexible solutions.
• Promote company sustainability initiatives.
• This includes implementing, auditing, and providing recommendations on all company-wide SOPs at your property consistently and correctly.
• Approve time off requests for managers and make the MOD schedule.
• Interview, hire, train, and develop managers.
• Issue recovery to guests.
• Report up and out to Regional Directors and broader company on property's status.
• Lead off-season projects as assigned by Regional Director.
• Organize monthly property-wide meetings.

Development:

• Onboard new managers.
• Set the standards and model the behaviors for delivering a culture of excellence and professionalism that creates a positive and safe environment for everyone, leading to positive guest feedback and team member retention.
• Evaluate departmental action plans to evoke change and make necessary improvements in service.
• Assign projects to departmental managers both during and after the season.
• Coach team members and provide documentation in efforts to improve team member performance when expectations are not met.
• Ensure that seasonal team members who utilize staff housing have all necessary information and forms needed to move in.
• Audit compliance in all departments ensuring company standards are met.

Budgeting:

• Manage property level finances to match business needs to meet monthly and yearly financial goals.
• Submit and be able to speak to all monthly financial performance metrics.
• Spearhead capital projects as assigned and requested.
• Report on property's monthly P&L.
• Build annual budget.
• Other duties as assigned.

Competencies:

• Effective Communication
• Adaptability
• Decision Making
• Initiative
• Planning and Organizing
• Inspiring Others
• Fostering Learning and Development

Education:

High School Diploma or GED or equivalent work experience.

Working Conditions:

• Work outdoors for long periods of time, including during periods of extreme heat and cold.
• Lift up to 30 pounds.
• Stand and walk over slippery and/or uneven natural walking surfaces for the majority of the workday.
• Bend and stoop.
• Observe and respond to dangerous situations.
• Operate guest transport carts and/or property vehicle.
• Travel as needed.

Preferred Qualifications:

• 2-4 years of management experience delivering in-person customer service support in a fast-paced, results-driven environment, preferably in hotels or hospitality.
• Demonstrated commitment to delivering high-quality customer service.
• Goal-oriented, results-driven, strong interpersonal and communication skills.
• Ability to communicate clearly and concisely.
• Ability to consistently interact with a friendly, enthusiastic, positive attitude.
• Ability to demonstrate sound judgment, follow direction, and take decisive, appropriate action.
• Willingness to learn and embrace company policies, practices, and procedures, including emergency and safety procedures.
• Must have strong organizational skills to execute and prioritize multiple tasks.
• Strong influencing skills and ability to inspire teams.
• Prior experience in budgeting, reporting, and P&L management.
• Understanding of property management systems.
• Basic knowledge of maintenance operations.
• Experience in food and beverage operations and understanding of food safety.

Additional Information:

This position is contingent upon the satisfactory completion of a motor vehicle records check, if requested by Under Canvas.

COMPENSATION AND BENEFITS:

Under Canvas strives to provide a comprehensive benefits and compensation package that addresses the needs of our team members. In addition, they can participate in:

• Company's health insurance plan
• Employee Housing
• Flexible time off
• 401(K)
• Under Canvas' team member purchase plan
• Heavily discounted tents for Under Canvas family and friends stays
• Bar N Ranch lodge and cabin discounts
• Industry discounts for outdoor brands
• Lifestyle partner brand discounts

Under Canvas is an Equal Employment Opportunity Employer who prohibits discrimination, harassment, and retaliation of any kind.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described and may be amended at any time at the sole discretion of Under Canvas.