Key Responsibilities

The General Manager (GM) is responsible for overseeing all aspects of hospitality and support service operations at Naramata Centre. This includes leadership and supervision of five key operational areas: Registrations (across all channels and sources), Housekeeping, Campgrounds, Kitchen & Catering, and Grounds & Maintenance. The GM ensures that all operational functions align with the Centre's charitable programs, values, strategic goals, and commitment to fostering a welcoming, community-centered environment.

The role involves staff recruitment, supervision, and performance management, as well as the development of administrative documentation, policies, and procedures to support operations. The GM is responsible for departmental budgeting, revenue management, cost control, and regular financial reporting. Upholding exceptional hospitality standards while fostering a workplace culture reflective of Naramata Centre's vision, mission and values.

The General Manager reports directly to the Executive Director (ED) and serves as the most senior manager on-site on a regular basis. The GM has full responsibility for hospitality service operations, including financial oversight, staff management, and process implementation. While the GM does not have final executive decision-making authority, they provide strategic recommendations and report on progress toward organizational priorities set by the ED.

Full Time: March 15 - November 15 | 40 hours
Part Time: November 16 - March 14 | as needed

Key Responsibilities:

Operations Management:

• Oversee daily operations across all hospitality departments: registrations, reception, housekeeping, campgrounds, food services, groundskeeping, and facility maintenance.

• Ensure smooth coordination and communication between departments to maintain efficiency and guest satisfaction.

• Develop and implement operational plans aligned with the Centre's strategic goals.

Financial Management:

• Develop and manage operational budgets in collaboration with the ED and finance team.

• Monitor revenue and expenses, implement cost-control measures, and identify opportunities to optimize financial performance.

• Oversee pricing strategies in alignment with market trends and the Centre's mission.

Staff Leadership & Development:

• Recruit, train, and mentor staff to foster a culture of excellence, collaboration, and accountability.

• Set performance standards, conduct regular evaluations, and address performance concerns proactively.

• Promote staff well-being and engagement by fostering an inclusive and supportive workplace.

Quality Assurance & Guest Experience:

• Maintain high standards of hospitality service by addressing service gaps and continuously improving operational processes.

• Implement guest feedback mechanisms and respond to concerns promptly.

• Ensure programming and accommodation services align with the Centre's values of community, connection, and spiritual exploration.

Process Improvement & Documentation:

• Develop, implement, and maintain standardized operating procedures (SOPs) for all departments.

• Create and maintain an administrative resource library to support staff onboarding and training.

• Ensure compliance with industry best practices and regulatory requirements.

Health & Safety Compliance:

• Establish, monitor, and enforce workplace safety protocols and training programs.

• Ensure adherence to food safety, health codes, and emergency response procedures.

• Maintain risk management strategies and ensure timely reporting of incidents.

Skills & Competencies

• Strong leadership capabilities with a proven track record in hospitality management.

• Excellent organizational and problem-solving skills; ability to adapt to dynamic environments and prioritize effectively.

• Financial acumen, with experience in budgeting, revenue management, and cost controls.

• High attention to detail with experience in developing and implementing policies and procedures to support a high-performance work environment.

• Familiarity with hospitality industry best practices and trends.

• Exceptional communication and interpersonal skills to ensure clear, effective interactions with guests, staff, senior leaders, and partners.

• Proficiency in creating and maintaining administrative processes, document management and Google Drive applications.

• Reputational management experience among community members, partners and other key stakeholders.

Education & Experience Requirements

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

• Extensive experience in hospitality management, including staff leadership and operational oversight.

• Proficiency with reservation systems, OTA platforms, and revenue management tools.

Other Requirements

• Ability to maintain confidentiality and handle sensitive information with professionalism.

• Successful completion of a Vulnerable Sector check.

• Willingness to work on-site with a flexible schedule including evenings, weekends and statutory holidays.