General Manager
Job Overview
The General Manager is responsible for the overall leadership, management, and daily operations of a large, amenity-rich residential community. This position provides strategic direction and operational oversight for all community functions, including lifestyle and resident engagement, sports and recreation, food and beverage, facilities, maintenance, administrative operations, and customer service.
The ideal candidate is a dynamic, hands-on leader with a strong background in hospitality, community operations, resort management, country club management, or large-scale recreational environments. This individual must have demonstrated success managing multiple departments, developing high-performing teams, overseeing substantial operating budgets, and delivering an exceptional resident and guest experience.
This role requires a leader who can balance operational efficiency, financial performance, employee development, and resident satisfaction while maintaining the community's standards, amenities, and overall appeal.
Reports To: Regional Director of Operations
Essential Duties and Responsibilities:
Community Operations & Leadership
- Provide overall leadership and direction for all community operations, ensuring departments work collaboratively toward common organizational and community goals.
- Oversee daily operations of a large residential community, including multiple amenities, recreational facilities, restaurants, clubhouses, and common areas.
- Develop and implement operational strategies, policies, and procedures that promote efficiency, consistency, accountability, and high-quality service.
- Establish departmental goals, monitor performance, and ensure operational standards are consistently maintained.
- Serve as the primary operational leader and point of contact for community leadership, residents, and other key stakeholders.
- Work closely with the Board of Directors to support the community's objectives, provide operational recommendations, and communicate performance, challenges, and opportunities.
- Identify opportunities to enhance amenities, services, programming, and overall community operations.
Food & Beverage Operations
- Provide oversight of restaurant, bar, banquet, catering, and other food and beverage operations.
- Partner with Food & Beverage leadership to ensure exceptional dining and hospitality experiences while maintaining appropriate financial and operational controls.
- Monitor food and beverage revenue, labor costs, inventory, purchasing, quality standards, and departmental budgets.
- Ensure compliance with applicable health, safety, sanitation, and licensing requirements.
- Oversee special events, banquets, private functions, and community-wide activities requiring food and beverage services.
- Evaluate opportunities to improve dining concepts, service delivery, revenue generation, and resident participation.
- Ensure food and beverage operations are aligned with the overall community experience and organizational expectations.
Lifestyle, Sports & Recreation
- Provide strategic oversight of lifestyle programming, sports, recreation, and resident engagement activities.
- Lead and support department leaders responsible for lifestyle programming, sports facilities, fitness, recreation, and community events.
- Ensure the development and execution of diverse programming that encourages resident participation, engagement, and community involvement.
- Oversee sports and recreational amenities, which may include tennis, pickleball, bocce, lawn bowling, softball, basketball, swimming, fitness centers, and other recreational facilities.
- Ensure facilities, equipment, staffing, scheduling, and programming support safe and enjoyable resident experiences.
- Encourage innovative programming, tournaments, leagues, fitness opportunities, social activities, concerts, and special events.
- Monitor participation, resident feedback, and program effectiveness to identify opportunities for improvement.
- Support the development of a vibrant community atmosphere that enhances resident satisfaction and long-term community appeal.
Amenities, Facilities & Maintenance
- Oversee the operation, appearance, maintenance, and utilization of all community amenities and facilities.
- Partner with maintenance and facilities leadership to ensure buildings, pools, clubhouses, recreational spaces, grounds, and common areas are properly maintained.
- Establish expectations for preventative maintenance, facility inspections, work order completion, and service responsiveness.
- Ensure amenities are properly staffed, clean, safe, functional, and available for resident use.
- Identify capital improvement needs, equipment replacement requirements, and opportunities to enhance existing facilities.
- Coordinate with appropriate leadership regarding vendor relationships, contracts, projects, and service agreements.
Financial & Administrative Management
- Develop, manage, and monitor departmental operating budgets in partnership with the appropriate leadership teams.
- Monitor financial performance, identify variances, and implement corrective actions when necessary.
- Evaluate staffing levels, labor expenses, purchasing practices, and operational efficiencies.
- Review financial reports and operational metrics to measure departmental performance and identify opportunities for improvement.
- Ensure appropriate internal controls, purchasing procedures, inventory management, and administrative processes are followed.
- Assist with annual budget development, capital planning, and long-term operational forecasting.
Team Development & Employee Relations
- Recruit, develop, coach, and retain a strong management team and frontline workforce.
- Provide leadership and accountability for department heads and supervisors across multiple operational functions.
- Establish clear performance expectations and ensure consistent communication throughout the organization.
- Promote teamwork, professional development, employee engagement, and a service-oriented culture.
- Conduct performance evaluations and address performance concerns in a timely and constructive manner.
- Ensure appropriate staffing, training, scheduling, and succession planning across departments.
- Foster an environment where employees understand their roles and are empowered to deliver exceptional service.
Resident Relations & Customer Experience
- Promote a resident-focused culture that emphasizes hospitality, responsiveness, professionalism, and service excellence.
- Maintain strong relationships with residents, Board members, vendors, employees, and other community stakeholders.
- Address resident concerns and operational issues promptly, professionally, and effectively.
- Evaluate resident feedback and identify opportunities to improve services, programming, and amenities.
- Ensure consistent communication regarding community operations, events, facility updates, and service expectations.
- Represent the community with professionalism and serve as a visible, approachable leader.
Safety, Compliance & Risk Management
- Ensure community operations comply with applicable federal, state, and local regulations, as well as organizational policies and community governing documents.
- Oversee the implementation of appropriate safety procedures, emergency preparedness plans, and risk management practices.
- Ensure appropriate training and safety standards are maintained across all departments.
- Monitor facility conditions and operational practices to minimize risk and protect residents, employees, guests, and community assets.
- Coordinate with appropriate leadership regarding incidents, insurance matters, regulatory requirements, and corrective actions.
Qualifications & Experience
- Bachelor's degree in Business Administration, Hospitality Management, Recreation Management, or a related field preferred; equivalent professional experience will be considered.
- Minimum of 7–10 years of progressive management experience in hospitality, resort operations, country club management, large-scale community management, or a comparable multi-department environment.
- Demonstrated experience overseeing multiple departments and managing a diverse workforce.
- Significant experience with food and beverage operations, including restaurant, bar, banquet, or catering environments.
- Strong background in sports, recreation, lifestyle programming, fitness, or amenity management.
- Experience managing substantial operating budgets, financial performance, and departmental expenses.
- Proven ability to lead department heads, develop management teams, and establish operational accountability.
- Experience working with Boards of Directors, ownership groups, or other community stakeholders preferred.
- Strong understanding of customer service, hospitality standards, and resident engagement.
- Excellent communication, organizational, problem-solving, and decision-making skills.
- Ability to manage competing priorities in a fast-paced, multifaceted operational environment.
Core Competencies
- Executive Leadership: Ability to provide strategic direction while remaining engaged in daily operations.
- Hospitality & Service Excellence: Commitment to creating an exceptional resident, guest, and employee experience.
- Financial Acumen: Ability to understand financial performance, manage budgets, and identify opportunities for operational improvement.
- People Development: Ability to build, lead, motivate, and retain high-performing teams.
- Operational Excellence: Ability to manage multiple departments, establish standards, and ensure consistent execution.
- Communication & Relationship Management: Ability to build trust and maintain productive relationships with residents, Board members, employees, and vendors.
- Strategic Thinking: Ability to identify opportunities, anticipate challenges, and develop long-term operational solutions.
- Adaptability: Ability to lead through changing priorities while maintaining a positive and professional approach.
Work Environment & Expectations
- This position requires a visible leadership presence throughout the community and regular interaction with residents, employees, and guests.
- Must be available to work a flexible schedule, including evenings, weekends, and holidays as operational needs require.
- Regular presence at community events, sports activities, restaurant operations, and special functions is expected.
- Must be comfortable working in a large, active community with multiple departments, facilities, and operational priorities.
- Ability to walk and inspect various community amenities, facilities, and common areas as needed.
Success in This Role
Success in this position will be demonstrated through strong operational and financial performance, effective department leadership, well-maintained amenities, successful food and beverage operations, engaging lifestyle and sports programming, and consistently high levels of resident satisfaction. The General Manager will create a collaborative, service-oriented environment where employees are supported, departments operate cohesively, and residents enjoy an exceptional community experience.