Resort General Manager chez THE ST JOE COMPANY

Resort General Manager

Job Summary 

The Resort General Manager is the strategic and operational leader of the property, responsible for ensuring an unparalleled luxury guest experience, driving financial performance, and fostering a high-performance culture. This role oversees all aspects of resort operations, including lodging, food & beverage, recreation, and guest services, while upholding St. Joe Company’s values, cultivating talent, and ensuring alignment with ownership objectives. 

Our Culture:

At The St. Joe Company, our culture is built on hospitality, respect, teamwork, and community. We believe in creating memorable experiences not just for our guests, but for our team members as well. Our leaders foster an environment where: 

• People come first, we treat every guest and team member with genuine care and respect

• Excellence is expected, we set high standards and provide the resources, training, and encouragement to achieve them. 

• Growth is championed, we invest in the development of our team and celebrate their success.  

• Community matters, we value our role in enhancing the lives of those who live, work, and vacation in the areas we serve. 

• Recognition is a priority, we celebrate achievements, milestones, and “golden moments” that make our culture thrive. 

As Resort General Manager, you will be expected to embody and advance this culture—serving as a role model who leads with positivity, professionalism, and passion for people. 

Key Responsibilities: 

Guest Experience & Service Excellence 

• Approach all encounters with guests and employees in a friendly, service-oriented manner. 

• Act as an ambassador of the resort and The St. Joe Company, ensuring service reflects Forbes/Five-Star/AAA Five Diamond standards.   

• Remain visible and accessible to guests and employees, resolving concerns promptly with care and professionalism. 

• Solicit guest feedback and implement improvements to elevate the guest journey. 

• Conduct routine inspections of guestrooms, public areas, and meeting spaces to ensure safety, cleanliness, and service excellence. 

Operational Leadership 

• Oversee daily resort operations, ensuring smooth communication across all departments.  

• Ensure accurate room availability, maximize occupancy and revenue opportunities, and monitor PMS for accuracy.  

• Review guest service logs, reservations, chargebacks, and no-show charges. 

• Support operations as needed, stepping in across roles to maintain service standards. 

• Monitor and improve SOPs to ensure consistency and efficiency.  

• Coordinate and document all guest and employee-related incidents. 

Financial & Business Performance 

• Prepare and manage annual budgets, forecasts, and reports to achieve financial goals.  

• Monitor performance metrics, cost controls, and labor productivity. 

• Collaborate with ownership and corporate leadership on long-term planning and capital projects. 

• Build and sustain strong vendor and community partnerships. 

Talent & Culture 

• Recruit, train, and mentor team members, cultivating a high-performance and people-first culture.  

• Conduct performance reviews, coaching, and recognition programs to drive engagement. 

• Inspire teams to embody St. Joe’s values of hospitality, integrity, and excellence.  

• Foster a workplace where employees feel valued, supported, and empowered to grow. 

Sales, Marketing & Community Relations 

• Partner with sales & marketing to position the resort competitively, increase occupancy, and grow brand awareness. 

• Represent the resort and The St. Joe Company at community, industry, and media events. 

• Build strong relationships with local businesses, partners, and stakeholders. 

Risk Management & Compliance 

• Ensure compliance with all local, state, and federal regulations.  

• Champion safety, risk management, and emergency preparedness programs.      

Qualifications

Education & Experience 

• Bachelor's degree in Hospitality Management, Business Administration, or related field, preferred.  

• 10 years of progressive hospitality experience, with at least 5 years as GM or senior executive in a luxury resort preferred.  

• Extensive leadership experience in Food & Beverage with a strong focus on multi-outlet operations, along with lodging management. 

• Experience with Forbes Travel Guide service standards. 

• Demonstrated success in financial management, operational excellence, and team leadership.  

• Valid driver’s license required. 

Knowledge, Skills & Abilities 

• Strong leadership presence with the ability to inspire and motivate diverse teams.  

• Exceptional guest service and interpersonal skills. 

• Financial acumen with ability to drive profitability while maintaining luxury standards.  

• Excellent communication and organizational abilities. 

• Ability to remain composed under pressure while solving complex challenges.  

• Proficiency in PMS, POS, and reporting systems. 

Physical Demands & Working Conditions 

• Flexibility to work long hours, including evenings, weekends, and holidays.  

• Ability to stand and move throughout the property for extended periods.  

• Frequent lifting of up to 20 lbs; occasional lifting of up to 50 lbs with assistance.  

• Indoor and outdoor work in varying weather conditions.  

• Occasional stair climbing and work in moderately noisy environments.