General Manager of East Operations

HUALAPAI PREFERENCE

Position: General Manager East Operations
Department: Admin
Classification: Exempt
Salary Range: E6
Supervisor: CEO

Disclaimer: Position Description is not meant to encompass all aspects of position, other duties may be assigned.

Position Summary:
Manages all aspects of the Hualapai Lodge, Walapai Market, Diamond Creek Restaurant, and Hualapai River Runner operations. Responsible for providing an outstanding experience for guests while visiting, eating, or staying at the Lodge. Responsible for direct supervision of the Hotel Manager, Walapai Manager, Diamond Creek Manager, HRR Managers, and department leaders. Ensures optimum performance and continuous improvement in all areas including guest services, team member staffing and development, and property appearance and operations. Responsible for financial oversight of operations, forecasting revenues and expenses to meet company goals, annual budgets, and business decisions for the Lodge, Walapai Market, DCR, and HRR. Implements planning initiatives and efficiencies developed and approved by Grand Canyon Resort Corporations Executive Leadership. Responsible for the overall workload, productivity, development, motivation and performance of all Lodge, Market, DCR, and HRR team members. Acts as a Hualapai ambassador and in the best interests of the Hualapai Tribe at all times.

Duties & Responsibilities:
1. Responsible for Hualapai Lodge Walapai Market, Diamond Creek Restaurant, and Hualapai River Runner operations. Work with department leaders to ensure that the environment promotes exemplary guest services and promotes employee excellence.
2. Manage proper use, operation, and maintenance of all equipment and facilities. Ensure a maintenance plan is in place. Responsible for forecasting improvements at appropriate times. Responsible for maintenance of all inventories and timely replenishment of inventories for the Lodge, Market, Restaurant, and HRR.
3. Contract any needed work at the properties that cannot be done in house, following Corporate policies. Responsible for contractors performance of work.
4. Responsible for financial, budgetary and business decisions for the Lodge, Market, Restaurant, and HRR. Work with the Chief Financial Officer to develop and implement annual operational and capital budgets to maximize profitability. Monitor all revenues and control expenditures to achieve budgetary goals. Ensure the accurate and timely completion of all Financial Statements and reports. Complete a monthly analysis of results and make operational corrections, if needed.
5. Responsible for collection of guest balances, direct bill receivables, commission payments by vendors and the issuance of refund checks. Maintain proper credit policies for sales, reservations and the front desk. Approve all write-offs.
6. Recommend sales, marketing and advertising plans to optimize operational profitability. Optimize Lodge rates through daily updating of rate setting systems. Engage in local chamber of commerce and other business development groups, as well as regional and national activities, as directed by CEO.
7. Provide concise and accurate reports to the CEO on a weekly, monthly and annual basis. Conduct presentations to Board of Directors, as required.
8. Regularly inspect guest rooms, public areas and outside grounds for cleanliness, appearance, safety and security.
9. Develop, communicate and implement all Lodge, Walapai Market, DCR, and HRR policies and procedures. Monitor policies and procedures, watching for the possible need to change in order to meet Company guidelines or directives.
10. Responsible for ensuring all Lodge, Market, Restaurant, and HRR team members are properly trained.
11. Perform regular and timely Performance Evaluation discussions and documentation with members of team and promote team environment while providing individual growth opportunities for Direct Reports. Hold managers and supervisors accountable for completing Performance Evaluations and discussions.
12. Provide guests information and ensure new team members are trained regarding Hualapai history, culture, tourism offerings and Grand Canyon West. Ensure all customer interactions are prompt, accurate and courteous.
13. Ensure that all guest related issues are resolved promptly while maintaining a high degree of tactfulness and respect for the other party.
14. Foster team environment and assist team in handling escalated issues or difficult or unhappy guests.
15. Ensure that all communications are shared with team members in a timely and accurate manner, as appropriate.
16. Keep the CEO apprised of all issues and concerns.
17. Perform other work-related duties as assigned.

Knowledge and Abilities:
1. Prior leadership experience in the hospitality industry, preferably as a Hotel or Restaurant Manager.
2. Prior leadership experience in grocery or retail sales.
3. Demonstrated ability to make financial, budgetary and business decisions related to Lodge/Market/Restaurant/HRR operations.
4. Demonstrated ability to interact with a diverse group of guests, tour groups and staff and provide prompt, outstanding customer service.
5. Demonstrated ability to understand questions being asked and provide detailed information regarding tour options.
6. Demonstrated ability to lead, coach, train, develop and motivate Lodge/Market/Restaurant/HRR team members and leadership to ensure customer expectations are exceeded and handled promptly, accurately and courteously. Act as a role model in providing the best possible guest experience.
7. Demonstrated ability to communicate in a clear, concise manner and handle escalated issues or guests that are not happy. Ability to remain calm and focused under pressure.
8. Demonstrated ability to foster a team environment, multi-task efficiently and maintain positive working relationships. Excellent organizational skills.
9. Knowledge of Grand Canyon West locations and operations, Hualapai River Running and Hualapai history and culture.

Qualifications:
1. Bachelors degree in hospitality, business administration, or another related field, required.
2. Minimum of five (5) years management experience in the hospitality industry, at an organization with multiple business locations and a diverse offering of resort/tourism related activities, required.
3. In lieu of a Bachelors degree, minimum ten (10) years management experience at a multi-location business operation with diverse business offerings, required.
4. Demonstrated ability to build, develop, motivate and inspire a team of individuals with diverse backgrounds and experience.
5. Ability to work effectively and efficiently both as an individual and as part of a team.
6. Strong verbal and written communication skills, as well as strong interpersonal and organizational skills.
7. Experience working for a Tribal entity, preferred.
8. Preference given to Hualapai Tribal members.


Physical Demands:
1. While performing the duties of this position, the team member is regularly required to stand, sit, walk, push, pull, bend for extended periods; reach with hands and arms; talk and listen on a regular basis.

2. The Team Member must be able to concentrate for prolonged periods.
3. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception.
4. The Team Member must be able to communicate effectively in person or using telecommunications equipment.
5. Must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone, and calculator.
6. Frequently lift and/or move up to 30 lbs.

Conditions of Employment:
1. Must be able to provide authorization to work in the United States.
2. Must be at least 18 years of age.
3. Must possess a valid drivers license with a clean driving record, and be able to obtain approval to operate a company vehicle.
4. Must comply with the GCRC Team Member Handbook, internal policies and procedures, and all rules and regulations set within GCRC and the Tribe.

Working Conditions:
Work environment will be an indoor restaurant and office setting, with occasional assignments in outdoor environments in multiple business locations. This will involve exposure to extreme weather conditions including, but not limited to: heat, cold, wind, rain, and snow. Occasional travel (local and statewide) for meetings, assignments, and regular job tasks. Extended and irregular hours, evenings, weekends, and holidays may be needed on occasion to meet business needs. Must be able to perform under pressure and work under stressful conditions. May be exposed to the risks associated in attempting to resolve issues with irate Team Members, both current and former.