General Manager

About the role

The General Manager (GM) is responsible for implementing and maintaining the day-to-day operations of the Natural Retreats portfolio in Sun Valley, ID. The GM takes full ownership of the destination to ensure the operation remains within budget and is profitable while continuing to expand within the local market.

Responsibilities

• Maintain and be accountable for the destination’s financial performance.
• Guide site decision-making to positively impact site performance and financial goals.
• Oversee owner relations for the destination to include onboarding of new homes and successful relationship management and retention.
• Partner with National Guest Experience (NGE) and Site teams to ensure: All guests receive all elements of NR service in-line with brand standards; All guests receive amazing service in all aspects of their stay from arrival through departure.
• Develop and direct destination staff to achieve key performance targets related to: Team member engagement and retention; Guest satisfaction; Homeowner satisfaction.
• Ensure all properties meet NR housekeeping brand standards in terms of cleanliness, inventory, and equipment.
• Oversee in-house Housekeeping team, 3rd party cleaners, and commercial laundry operations.
• Ensure all properties are ready and correctly set-up according to brand standards prior to every guest/owner arrival.
• Partner with the NR Marketing Team to carry out local marketing initiatives.
• Partner with the NR Business Development team to strategize and execute home recruitment initiatives.
• Develop new and maintain existing relationships with suppliers, strategic partners, and industry professionals.
• Work closely with the SVP of Operations to implement and maintain procedures relevant to the site to increase profitability, performance, and efficiencies.
• Provide open, honest, and timely communication to all departments and central support offices at all times.
• Set the standard and hold team members accountable for performance adherence to company goals through policy, procedures and work standards.
• Execute recruiting strategy to support the success of the site and company.
• Lead, inspire and champion teams and their talents to all in the business, encouraging on-going development and progression.
• Maintain and continue building personal knowledge of the US vacation rental market.
• Identify opportunities that match the NR brand and would complement the portfolio.
• Build strong working relationships with property and location owners.
• Identify new business strategies and assist owners in maximizing their business.
• Keep up to date with local and national press on trends within vacation rental and resort markets to identify opportunities.
• Be a brand ambassador, promoting all NR destinations and services to guests and colleagues alike.
• Work with senior management to implement strategic plans to assist with signing new homes for vacation rental within the destination portfolio.
• Work collaboratively with the Business Development Team when adding homes to the portfolio to inform them of market conditions, pricing issues, and the current competition on the program.
• Assist with meeting key clients, maintaining relationships, negotiating, and closing deals.
• Analyze and control expenditures to conform to budgetary requirements.
• Proactively develop new plans and initiatives to achieve site goals.
• Monitor and evaluate all key competitors as well as the activities, services, and products of the competition.
• Work in harmony with Revenue Management and Business Development to ensure principles and objectives of the initial Rate strategy.
• Aid in communicating with owners and introducing them to the Natural Retreats product, outlining our points of difference.
• Advise owners/clients on the Natural Retreats’ brand guidelines.
• Be an expert in how the owner portal operates in order to demonstrate to property owners the benefits of the portal.
• Produce monthly homeowner statements by reviewing each one for accuracy; reviewing property management fees and commission amounts; and working with accounting on any outstanding balances.
• Review P&Ls and budgets for input and feedback.
• Rotating on call weeks, covering holidays and weekends.

Qualifications

• Minimum 5 + years experience in hospitality, property management and/or business development.
• Proficiency in leading a team through clarity in goal setting, communication, accountability and process & interpersonal problem solving.
• Advanced organizational skills.
• Ability to effectively follow-up on outstanding needs.
• Ability to respond quickly and efficiently.
• Keen attention to detail.
• Desire to act to uphold luxury service expected by homeowners and guests.
• Proficiency in written and verbal communications to multiple stakeholders both internally and externally.
• Proficiency with Microsoft office suite including Excel, Word, PowerPoint and Outlook and additional ability to learn and excel at new software programs.
• Advanced interpersonal skills with the ability to make strong personal connections and/or effectively manage conflict with co-workers, owners, guests and vendors.
• Ability to be flexible and work in a fast-paced environment with hours of work varying, especially during peak season.
• Valid driver’s license with good driving record.
• Ability to pass pre-employment testing which may include drug testing and/or background screening.

Benefits & PTO

• Natural Retreats contributes to both employee and dependent premiums!
• 17 vacation days
• 9 holidays
• 7 sick days
• 5 NR Days with a $1,500 allowance to book a NR/360 Blue vacation home!
• Maternity AND Paternity Leave
• Medical (Traditional PPO-style plans and High Deductible Plan w/ HSA)
• Dental
• Vision
• Flexible Spending Accounts (medical and dependent care)
• 401K retirement plan options with 3.5% company match
• Short and Long-Term Disability Insurance (100% company paid)
• Basic Life Insurance Policy of $50,000 (100% company paid)
• Supplemental Life Insurance (Employee, Spouse, Child)
• Company Cell Phone