Luxury Resort General Manager - Guest Experience Leader

Black Desert Resort; Ivins (UT); On-site; USD 220,000 - 250,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Flexible time off

Employee dining room

Resort discounts

Employee hotel stay program

Job summary

Black Desert Resort in Ivins, Utah, seeks an accomplished Hotel Manager to lead day-to-day operations across Engineering, Loss Prevention, Rooms, Food & Beverage, and Spa & Wellness. Reporting to the President of Hospitality Operations, you will drive guest satisfaction, financial performance, and staff engagement within a hyper-luxury environment.

The ideal candidate has a proven track record at Forbes Four- or Five-Star properties or AAA Four Diamond or higher, with the strategic

Qualifications

• Minimum 7 years leading hotel or resort operations at multiple properties.
• Experience as GM, Hotel Manager, or Director of Operations required.
• Experience with Forbes Four-Star or Forbes Five-Star properties preferred.
• Proven ability to lead senior department heads and drive profitability.
• Strong financial acumen and risk management.

Responsibilities

• Provide executive leadership and operational oversight for Engineering, Loss Prevention, Rooms, Food & Beverage, and Spa & Wellness.
• Serve as a senior operational partner to the President of Hospitality Operations and executive leadership team.
• Lead department heads in achieving guest satisfaction, financial performance, labor productivity, safety, service standards, and team member engagement.
• Maintain a highly visible leadership presence throughout guest-facing and back-of-house operations.
• Advance service standards consistent with Forbes Four-Star/Five-Star and AAA Four Diamond hospitality expectations.
• Translate luxury service expectations into operating procedures, training, leadership behaviors, quality assurance, and measurable accountability.
• Monitor guest feedback, service scores, online reviews, quality assurance results, and operational trends to identify and address service opportunities.
• Lead and support significant guest service recovery situations, VIP stays, ownership visits, major events, tournaments, holidays, and peak occupancy periods.
• Lead daily and weekly operational meetings to drive communication, execution, and accountability.
• Oversee departmental budgets, forecasts, labor plans, expenses, operating margins, capital needs, and financial performance.
• Identify opportunities to improve profitability and operational efficiency without compromising the luxury guest experience.
• Partner with Rooms leadership to ensure excellence throughout the guest journey, including arrival, Front Office, Housekeeping, Concierge, Bell, Valet, stay experience, and departure.
• Partner with Food & Beverage leadership to drive service, product quality, presentation, profitability, and execution across restaurants, bars, banquets, culinary, and in-room dining.
• Partner with Engineering and Loss Prevention leadership to ensure property condition, preventative maintenance, life safety, emergency preparedness, security, and asset protection.
• Partner with Spa & Wellness and Recreation leadership to deliver elevated, safe, consistent, and personalized guest experiences.
• Coach, develop, and hold department heads accountable for leadership, operational performance, financial results, service standards, and team member engagement.
• Partner with People Services on staffing, recruitment, employee relations, performance management, succession planning, retention, and leadership development.
• Support luxury service training and preparation for Forbes Travel Guide, AAA, internal quality assurance, ownership, or other service evaluations.
• Ensure service standards are embedded into everyday operations rather than implemented solely in preparation for evaluations.
• Drive continuous improvement across departments to strengthen service, efficiency, communication, personalization, and accountability.
• Support resort openings, renovations, construction impacts, capital projects, operational transitions, and new amenity launches.
• Ensure compliance with company policies, safety requirements, operational standards, and applicable laws and regulations.
• Represent resort leadership with ownership, corporate partners, vendors, guests, members, and community stakeholders.
• Serve as Manager on Duty or senior executive decision-maker during significant operational situations as needed.
• Perform other duties as assigned.

Skills

Executive Leadership

Financial Acumen

Operations Management

Guest Experience

Strategic Planning

Team Development

Communication

Education

Undergraduate degree in Business or Hospitality

Job description

Black Desert Resort in Ivins, Utah, seeks an accomplished Hotel Manager to lead day-to-day operations across Engineering, Loss Prevention, Rooms, Food & Beverage, and Spa & Wellness. Reporting to the President of Hospitality Operations, you will drive guest satisfaction, financial performance, and staff engagement within a hyper-luxury environment.

The ideal candidate has a proven track record at Forbes Four- or Five-Star properties or AAA Four Diamond or higher, with the strategic