Lodging General Manager

Lodging General Manager at Destination Geneva National
The Lodging General Manager will oversee all Destination Geneva National (DGN) lodging operations between Lodge Geneva National and the Cottages/Suites of Geneva National. The Lodging GM will guide the Housekeeping, Front Desk/Call Center, and Maintenance departments to ensure that the resort meets guest satisfaction expectations and operating financial goals. Lodging GM is the main liaison and contact between guests and associates at the resort's lodging facilities and is pivotal in creating and encouraging a culture of service, hospitality and accountability among associates. This role will provide strategic oversight to enhance DGN's resort experience with elevated attention to detail in housekeeping while also creatively using technology to streamline Front Desk/Call Center operations.

*QUALIFICATIONS*

• Bachelor's degree in Hospitality Management, Business Administration, or related field required
• Minimum 7–10 years of progressive leadership experience in hotel, resort, or luxury hospitality operations, with at least 3 years in a General Manager or Director-level role.
• Proven track record of delivering exceptional guest experiences and maintaining Forbes-level service standards.
• Strong background in rooms division operations (front desk, housekeeping, reservations, guest services). Familiarity with food & beverage and event operations a plus.
• Demonstrated ability to lead and inspire large, diverse teams, fostering a culture of service excellence, accountability, and continuous improvement.
• Financial acumen with experience budgeting, forecasting, and driving profitability without compromising guest satisfaction.
• Skilled in strategic planning, operational efficiencies, and implementing best practices to support business goals and elevate the brand.
• Proficient in hospitality technology systems (e.g., PMS, POS, CRM platforms) and data-driven decision-making.
• Exceptional interpersonal and communication skills with the ability to build strong relationships with guests, members, staff, and ownership.
• Experience collaborating across departments (golf, events, membership, F&B) to create seamless, integrated resort experiences.
• Ability to work flexible hours, including evenings, weekends, and holidays, to support resort operations as needed.

*KEY RESPONSIBILITIES
Primary responsibilities include, but are not limited to, the following:*

• Oversee retail, pools and common areas, Security, Front Desk, Guest Services, Housekeeping, and Shuttle/Concierge. Coach staff to consistently apply quality standards, policies and procedures
• Oversee the management of the transportation department to meet guest expectations/needs while strategically executing shuttles between resort outlets and local area.
• Provide daily oversight and leadership of the respective departments, ensuring accountability for associates' goals, performance, staffing, and work plans
• Responsible for all areas of front-of-house operations, including maintaining a high level of guest service through hiring, training, and developing an empowered team who anticipate and react to our guest's needs
• Create and encourage a culture of service, hospitality, and accountability
• Support and interface in the operations of the resort reservation standards and processes
• Mastery of Versa PMS system: reservations, check-in, package logic, guest service standards, and night audit functions
• Lead property tech adoption (e.g., guest apps, contactless check-in, keyless entry, online tipping, etc.)
• Collaborate with Lodge F&B GM to ensure a seamless guest experience (guest packages, brunch program, room service, etc.)
• Work with the Director of Rooms to deliver warm and personalized arrival and departure experience for guests
• Manage and execute guest recovery assistance and empower front-of-line staff to solve issues
• Inspect and routine walkthrough of hotel rooms, reception and common areas, and exterior front entrance to ensure quality standards are maintained
• Oversee the management of the Marina, Pool (and forthcoming Beach) Services department
• With the goals and interests of the management company in mind, act as the main representative of the resort to guests and condo & homeowners associations; respond to questions and issues; and work to build positive relationships and productive partnerships with the GN members
• Develop effective training, processes and methods that help the resort score 85% or higher on all categories on the guest survey form
• Strengthen Destination Geneva National's online reputation (e.g., Google, AI platforms, OTA, TripAdvisor). Ensure resort representation on social media and internet sites and promote brand through community engagement. Respond to comments/feedback and diligently oversee online rankings. Additionally, ensure lodging/resort information is correct & up to date on the Destination GN site.
• Partner with Revenue Manager to optimize ADR and occupancy. Assist in the daily maintenance of room inventory status to achieve optimal levels of revenue while also maintaining four-to-five-star guest experience
• Identify areas of recruitment and training needed; implement training for respective departments; monitor staff competencies; foster and encourage associate growth and development
• Ensure a safe and accident-free work environment through use of job safety analysis, training, and an overall culture of safe work practices. Work with Maintenance and the Safety Committee to lead and respond appropriately in emergencies (weather, medical, power, fire, etc.)
• Set quality standards and goals in all areas of the resort working closely with the COO to achieve these standards and goals
• Work with COO and Human Resources, when applicable, to hire; coach; discipline; and terminate associates
• Oversee department budget process, including monthly P+L reviews for accuracy and adherence to budgetary guidelines. Identify cost-control opportunities and prepare forecasts.
• Enhance strategies to reduce waste, recycle, conserve energy, and maintain Travel Green certification. Promote sustainability with guests.

*SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of the time performing each function to be solely determined by the director based upon departmental and hotel needs.*

• Software to include but not limited to Microsoft Office (proficient in Word, Excel and Outlook), Versa PMS, computer accounting programs and math skills, ability to analyze, suggest and help implement plans to improve operation on an ongoing basis.
• Perform other projects as requested while maintaining normal job priorities.

*WORKING CONDITIONS & PHYSICAL REQUIREMENTS*

• Flexible work schedule which involves weekends and holidays along with varied days/hours throughout the week.
• Seasonal business demands with peak periods from May-October, highest volumes are Friday-Sunday and schedule for Lodging GM to reflect business demands
• Must be able to stand for 8 hours, use a computer keyboard, and perform light lifting.

SUCCESS FACTORS
The attributes listed below are representative of the knowledge, skill and/or ability required.

• Must be able to speak, read, write and understand English
• Must be able to read and write to facilitate the communication process
• Requires exemplary communication skills, both verbal and written
• Must possess advanced computational ability
• Must possess advanced computer skills, ability to interface with multiple platforms
• Can identify and resolve problems in a timely manner
• Able to deal with frequent change, delays, or unexpected events.
• General knowledge of Lake Geneva, Wisconsin, and its attractions
• Extensive knowledge of Destination GN's lodging options and the resort & club's services and facilities.

*BENEFITS*

• Competitive salary and performance-based incentives.
• Comprehensive benefits package including health, dental, vision, short-term disability, and life insurance; pet insurance; and a 401k retirement plan.
• Opportunity to work in a stunning resort setting with access to recreational facilities.
• Encouraging and supportive work environment that values creativity and teamwork.
• Potential for professional growth within a dynamic hospitality organization.
• Club privileges, including complimentary golf, discounts at our dining facilities and Pro Shop, and special hotel rates for friends & family.

Why Destination Geneva National?
Specializing in the golf club lifestyle, the privately owned Destination GN hosts 54 holes of signature golf by Palmer, Player and Trevino, award-winning dining and event venues, a lakeside driving range, sprawling semi-private Clubhouse with sweeping verandas, and sleek on-course executive suites and cottages plus the 146-room hotel, Lodge GN. Tee up a career at Southeast Wisconsin's premier golf resort and set the stage for celebration.

*BENEFITS*

• Competitive salary and performance-based incentives.
• Comprehensive benefits package for full-time/year-round staff, including health, dental, vision, short-term disability, and life insurance; pet insurance; and a 401k retirement plan.
• Paid time-off for full- and part-time associates.
• Option for pay-as-you-earn with Dayforce Wallet.
• Opportunity to work in a stunning resort setting with access to recreational facilities.
• Encouraging and supportive work environment that values creativity and teamwork.
• Potential for professional growth within a dynamic hospitality organization.
• All seasonal and year-round staff receive benefits including complimentary golf, discounts at our dining facilities and Pro Shop, reduced greens fees for your foursome, special hotel rates for friends & family, monthly associate golf tournaments, fitness center discounts, and more.

*ABOUT DESTINATION GENEVA NATIONAL*
Based in Lake Geneva, Wisconsin's premier resort town, Paloma Resorts' Destination Geneva National has made legendary golf a tradition for more than 30 years in Southeast Wisconsin. Here Arnold Palmer, Gary Player, and Lee Trevino each carved out a signature course as timeless as the game itself. From 54 holes of the finest risk-reward golf, award-winning dining, and upscale on-course lodging and the 146-room Ridge Hotel, Destination GN continues to grow and evolve to meet the needs of today's golfer, traveler and foodie. For more information, visit

NOTE:
This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove duties from particular jobs when circumstances (e.g. emergencies, changes in workload, rush jobs or technology developments) dictate.
Paloma Resorts is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, or any other legally protected status.