Mount Kato Staff Docs

Internal documentation and policy site for Mount Kato staff.

Navigation
Access Tier: employee

General Manager

Job Title: General Manager

Department: Executive Leadership

FLSA Status: Exempt

Summary

The General Manager (GM) is the chief operating officer of Mount Kato, responsible for the overall leadership, strategic direction, and day-to-day management of all resort operations. The GM ensures the delivery of exceptional guest experiences, maintains a safe and efficient operating environment, and drives the financial success of the organization. The GM works closely with the ownership and other stakeholders to achieve the resort’s mission, vision, and goals.

Essential Duties and Responsibilities

  • Strategic Leadership and Planning:

  • Develop and implement the resort’s strategic plan, aligning with the ownership’s vision and objectives.

  • Provide visionary leadership to all departments, fostering a culture of collaboration, innovation, and exceptional service.

  • Set and communicate clear performance objectives for all departments, ensuring accountability and continuous improvement.

  • Analyze market trends, competitor activities, and financial data to identify opportunities for growth and improvement.

  • Oversee the development and execution of annual operating budgets, capital expenditure plans, and financial forecasts.

  • Operational Management:

  • Oversee all aspects of day-to-day resort operations, including but not limited to: mountain operations, guest services, food and beverage, retail, and facilities management.

  • Ensure the efficient and effective operation of all departments, optimizing resource allocation and workflow processes.

  • Monitor and maintain high standards of guest service, safety, and operational efficiency across all areas of the resort.

  • Develop and implement operational policies and procedures to ensure compliance with industry best practices and regulatory requirements.

  • Coordinate with department heads to address operational challenges, resolve guest issues, and implement solutions.

  • Guest Experience and Satisfaction:

  • Champion a guest-centric culture, ensuring that all staff are focused on providing exceptional and memorable experiences.

  • Monitor guest feedback and satisfaction levels, and implement strategies to continuously improve the guest experience.

  • Develop and maintain strong relationships with key stakeholders, including pass holders, local community members, and tourism partners.

  • Ensure the resort’s facilities and amenities are maintained to the highest standards of quality and presentation.

  • Financial Performance:

  • Drive revenue growth across all resort departments, including lift tickets, season passes, rentals, ski school, food and beverage, and retail.

  • Manage expenses effectively, controlling costs and maximizing profitability.

  • Analyze financial statements and key performance indicators (KPIs) to track performance and make informed business decisions.

  • Identify and pursue opportunities to increase revenue, improve efficiency, and optimize pricing strategies.

  • Team Leadership and Development:

  • Recruit, hire, mentor, and develop a high-performing management team.

  • Foster a positive, collaborative, and results-oriented work environment.

  • Conduct regular performance evaluations, provide feedback, and implement professional development plans for direct reports.

  • Ensure effective communication and coordination between departments.

  • Risk Management and Safety:

  • Oversee the development, implementation, and management of comprehensive safety programs to ensure the safety and well-being of staff, guests, and volunteers.

  • Ensure compliance with all applicable federal, state, and local safety regulations, including OSHA standards, ANSI standards, and any other relevant industry-specific regulations.

  • Work with insurance providers to manage claims and minimize losses.

Qualifications

  • Bachelor’s degree in Business Administration, Hospitality Management, or a related field; Master’s degree preferred.

  • Minimum of 10 years of progressive experience in resort management, with at least 5 years in a senior leadership role.

  • Proven track record of success in managing all aspects of a ski resort operation, including mountain operations, guest services, and financial performance.

  • Strong understanding of the ski industry, including current trends, challenges, and best practices.

  • Excellent leadership, communication, interpersonal, and problem-solving skills.

  • Ability to think strategically, analyze complex situations, and make sound business decisions.

  • Demonstrated financial acumen, including budgeting, forecasting, and financial analysis.

  • Strong knowledge of safety regulations, risk management principles, and emergency procedures.

  • Proficiency in resort management software systems and Microsoft Office Suite.

  • Passion for winter sports and the outdoor recreation industry.

Supervisory Responsibilities

  • Directly supervises all department heads, including but not limited to:

  • Director of Mountain Operations

  • Director of Guest Services

  • Food and Beverage Manager

  • Retail Manager

  • Safety Officer

  • Marketing Director

  • Finance Manager

  • Human Resources Manager

Physical Demands

  • Ability to work in a fast-paced environment with demanding deadlines.

  • Ability to travel to various locations on and off the mountain as needed.

  • Ability to work in various weather conditions.

Work Environment

  • Combination of office and outdoor work environment.

  • Exposure to various weather conditions, including cold, snow, and wind.

  • May require working extended hours, including evenings, weekends, and holidays, especially during peak season.

This job description is not an exhaustive list of all duties and responsibilities and may be subject to change.