Hotel General Manager

About the role

The Hotel General Manager (GM) oversees the hotel operation at Brasada Ranch, a luxury resort located in Central Oregon. The GM is responsible for the hotel's P&L, managing seven departments, and leading a team of department leaders.

Responsibilities

• Provide overall leadership and day-to-day direction across all reporting departments, ensuring seamless, coordinated operations and a consistently exceptional guest and member experience.
• 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.
• Routinely tour the property, setting and enforcing high expectations for cleanliness, maintenance, lighting, landscaping, and overall presentation.
• 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.
• Explain and champion resort products, services, and offerings, and ensure teams are equipped to do the same.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Oversee culinary operations to deliver menu quality, food cost discipline, safety, and sanitation standards across all outlets and banquet functions.
• Oversee 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.
• Provide complete oversight of the Housekeeping operation, ensuring rooms and public spaces meet luxury standards and support the guest arrival experience.
• Oversee Spa operations to deliver a premium wellness experience aligned with the resort's brand and revenue objectives.
• 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.
• Oversee Property Operations & Maintenance, including capital project coordination, vendor and contractor management, and safety and compliance across the physical plant.
• Own the full hotel P&L (excluding club and real estate operations), accountable for revenue, expenses, margin, and flow-through across all reporting departments.
• 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.
• Drive revenue and profitability across rooms, F&B, spa, and events, partnering on revenue management and pricing strategy to optimize property performance.
• Ensure compliance with all accounting standards, audit requirements, and applicable brand or rating standards, working toward a leading brand ranking and diamond/quality rating.
• 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.
• Contribute to the property's long-range operational and capital planning as a senior member of the leadership team.

Requirements

• Minimum of [8–10] years of progressive hospitality leadership experience, including 5+ years in a senior operational leadership role (Hotel Manager, General Manager, Director of Operations, or equivalent) at a luxury, high-quality (Five-Star / Five-Diamond) or boutique resort.
• Proven experience leading a full hotel P&L, with demonstrated success driving revenue, controlling costs, and delivering margin and flow-through results.
• Demonstrated experience leading multiple departments and multiple senior direct reports simultaneously, including rooms, F&B, culinary, spa, events, and property operations.
• Strong food & beverage and culinary acumen, with experience overseeing multiple outlets and high-volume banquet/event operations; multi-outlet and seasonal-operation experience strongly preferred.
• Experience leading or supporting resort expansion, renovation, or new-outlet openings a significant plus, given planned growth in keys and meeting space.
• Bachelor's degree in Hospitality Management, Business, or a related field preferred, or equivalent training and experience.
• Strong financial and analytical capability, including annual operating plan development, forecasting, labor management, and P&L ownership.
• Proficiency in hospitality revenue management, guest services, and team development.
• Experience with property management and hospitality systems.
• Deep understanding of luxury service standards and brand/rating compliance (e.g., AAA Diamond, Forbes Travel Guide), with a track record of achieving and maintaining high service rankings.
• Exceptional leadership, interpersonal, and communication skills (written and verbal), with the ability to lead, develop, and hold accountable a team of senior leaders.
• Demonstrated ability to build a strong service and engagement culture and to position the operation as an employer of choice.
• Working knowledge of property operations, preventive maintenance, safety, and compliance requirements.
• Ability to work collaboratively across the full resort, including club, real estate, and golf operations outside the direct P&L.

Qualifications

• Minimum of [8–10] years of progressive hospitality leadership experience, including 5+ years in a senior operational leadership role (Hotel Manager, General Manager, Director of Operations, or equivalent) at a luxury, high-quality (Five-Star / Five-Diamond) or boutique resort.
• Proven experience leading a full hotel P&L, with demonstrated success driving revenue, controlling costs, and delivering margin and flow-through results.
• Demonstrated experience leading multiple departments and multiple senior direct reports simultaneously, including rooms, F&B, culinary, spa, events, and property operations.
• Strong food & beverage and culinary acumen, with experience overseeing multiple outlets and high-volume banquet/event operations; multi-outlet and seasonal-operation experience strongly preferred.
• Experience leading or supporting resort expansion, renovation, or new-outlet openings a significant plus, given planned growth in keys and meeting space.
• Bachelor's degree in Hospitality Management, Business, or a related field preferred, or equivalent training and experience.
• Strong financial and analytical capability, including annual operating plan development, forecasting, labor management, and P&L ownership.
• Proficiency in hospitality revenue management, guest services, and team development.
• Experience with property management and hospitality systems.
• Deep understanding of luxury service standards and brand/rating compliance (e.g., AAA Diamond, Forbes Travel Guide), with a track record of achieving and maintaining high service rankings.
• Exceptional leadership, interpersonal, and communication skills (written and verbal), with the ability to lead, develop, and hold accountable a team of senior leaders.
• Demonstrated ability to build a strong service and engagement culture and to position the operation as an employer of choice.
• Working knowledge of property operations, preventive maintenance, safety, and compliance requirements.
• Ability to work collaboratively across the full resort, including club, real estate, and golf operations outside the direct P&L.