General Manager

Company Description

Sonora Resort is a luxury all-inclusive Relais & Chateaux Resort located in the unspoiled wilderness of British Columbia between Vancouver Island and the mainland of BC. Our clientele come from around the world to experience our remote wilderness setting, excellent cuisine, luxurious accommodations, the Island Currents Spa, and a variety of exciting adventure tours.

Working at Sonora Resort, a Relais & Chateaux property, means you are part of a team of passionate professionals focused on working together to deliver an exceptional hospitality experience. Advance your career and grow professionally under the Relais & Chateaux brand alongside a dedicated management team and dynamic seasonal staff. The Sonora lifestyle is unique and exciting, well-suited to those who are passionate about customer service, hospitality and working in an environment where every day presents new challenges and opportunities for growth.

Job Description

This is a full-time, year-round position that works onsite at Sonora Resort in shift work rotations during the operational season (Mid-April through Mid-October) and in a Remote Hybrid work arrangement in the off-season (Mid-October through April). In the non-operational season, the General Manager may work at our head office in Richmond, BC, if they are based in the Lower Mainland, or a hybrid arrangement with work onsite at Sonora may also be arranged.

Seeking a start date in April 2025 with a long-term commitment to the position. The new General Manager will work hand-in-hand with the current General Manager through the 2025 season before fully taking over the role.

Position Summary

The General Manager is responsible for the overall management and success of Sonora Resort, ensuring that all company policy and standards are maintained. The General Manager will prepare and review business strategy, plan and budget, and participate in the processes to hire and terminate staff, while running the operations relating to guests and staff at the resort. The General Manager will recommend and implement improvements to provide customers with a superior guest experience while maintaining expected sales and revenues and keeping payroll and operating costs within budget. The General Manager of Sonora Resort will act in the best interests of the company by providing overall management and oversight of the business.

Job Duties

• Manage the Sonora Management Team by coaching, training and developing department managers to meet operating goals. Give direction of assigned duties.
• Ensure effective employee relations practices are followed. These include instructing managers to use behavioral interviewing, support all in-house training, maintain professional supervision of all employees, schedule hours in a fair and equitable manner, evaluate performance on a timely basis, and follow all progressive discipline and documentation guidelines.
• Ensure ongoing and continuous performance management of department managers and direct reports.
• Work with Human Resources Department on any disciplinary actions and attendance management issues including suspensions, medical leaves and terminations.
• Set expectations and hold resort team accountable for demonstrating desired service behaviors in accordance with Sonora Resort and Relais and Chateaux expectations.
• Develop a team approach to resort sales in partnership with the Marketing & Sales Manager.
• Ensure Financial benchmarks are achieved, meeting or exceeding the guidelines set for sales, gross margin dollars and net income.
• Analyze results of financial statements, prepare recommendations and/or implement action plans to improve profitability.
• Responsible for the provision of adequate, timely cost-efficient operations that will ensure achievement of expected return on investment while achieving appropriate resort standards of excellence
• Ensure adequate security safeguards are being followed to protect the company assets.
• Ensure that all equipment, fixtures, furniture and physical facility equipment are kept in the best repair possible and are used in a safe and proper manner in coordination with the Maintenance Manager.
• Review and implement any necessary policy or procedure changes
• Oversee contracts and negotiations with vendors, travel agencies and tour operators, contractors and third party providers to Sonora Resort.
• Maintain and ensure accuracy in all revenue reporting to the Finance department of the parent company
• Ensure all operational costs are within or below expected benchmarks. Support the utilization of any parent corporate support and administration to gain cost efficiencies for both the parent group and Sonora Resort.
• Interact with guests to welcome them to Sonora Resort, provide our arrival orientation, and solicit and manage feedback about their stay.
• Manage and respond to guest feedback from various channels, ensuring guest expectations are met and any issues are dealt with immediately and appropriately.
• Assist all departments as required to ensure guest needs are met.
• Business travel, both internationally and domestically, sometimes on short notice and possibly up to 25% of your time may be required.

Qualifications

• Must be legally authorized to work in Canada and fluent in English. Second languages are an asset.
• A minimum of three (3) years of experience in senior management position at a high-end resort or hotel is required.
• Thorough understanding of hotel and resort operations. Experience in a live-in resort environment preferred.
• Bachelor's Degree or Diploma in Hospitality or Hotel Management or equivalent education and experience preferred.
• Highly developed communication and interpersonal skills to support the building of strong relationships with employees and diverse groups of guests.
• The General Manager is a person with exceptional leadership skills, above average business intelligence, and ability to implement and execute standards to above average outcomes. The position requires a well-rounded individual who has an excellent knowledge of hotel/resort, restaurant and tourism business, preferably in the remote resort business. This individual will be a team player and one who is committed to succeed and provide excellence in every action.
• The individual will demonstrate skills and broad market knowledge of how to function and excel with corporate and high-end resort clientele.
• Personal alignment with Sonora’s core values and corporate culture and ability to model Leadership Accountability
• This position requires an open-minded person who is willing to consider, investigate and implement new concepts and approaches. The person will be a problem solver able to recognize, anticipate and respond to business requirements.
• Proficiency with MS office suite and Outlook, as well as resort PMS systems.
• First Aid, Serving it Right, FoodSafe and other relevant certificates are an asset

Additional Information

Benefits:

• Competitive salary, performance based bonus, and comprehensive extended health and benefits package.
• Accommodation: Complimentary private lodging at Sonora Resort during our operational season. Staff are required to leave the island on their scheduled non-working days and are responsible for securing accommodation and further transportation thereafter.
• A Remote Hybrid Work policy with the option to work from home on a part-time basis during the non-operational season (No remote work option during the operational season).
• Meals: complimentary meals, snacks, and non-alcoholic beverages from our staff kitchen during operational season.
• Transportation: Complimentary water taxi transportation from Campbell River to/from the resort guaranteed for scheduled work shifts. Transportation to Richmond by flight for scheduled days off may also be available.
• Staff amenities: Staff fitness facility, staff lounge area and hot tub access. Complimentary wifi, cable TV, mini fridge, and internet calling in each staff room.
• Opportunities to enjoy marine activities when available, as well as access to many outdoor activities including hiking trails, trout pond fishing, and Florence Lake at the resort during leisure time. Staff and Management social events are planned throughout the year.
• Spa: 25% discount on spa retail products and 30% on spa treatments
• Gift Shop: 25% discount on gift shop items
• Employee Discount Privilege: Special room rate for your immediate family members at Sonora Resort. Special discounted rates for yourself at other Relais & Chateaux properties around the world.