The Surf Club - General Manager

POSITION SUMMARY
The General Manager reports directly to the Board President and is responsible for leading and inspiring the entire team to consistently provide Members with the best hospitality experience possible. This position oversees all operational functions of the Club. Direct reports include the Controller, Two Assistant Managers, the Culinary Director, and the Pavilion Manager.

KEY COMPETENCIES

To be successful in this role, the General Manager will need to demonstrate the following competencies. These same areas will be a focus for your performance evaluation, ensuring clear expectations and ongoing support.

• Models Hospitality and Service Excellence: Creating a welcoming and exceptional experience for members and guests. Setting high standards for service and ensuring staff are well-trained and empowered to deliver quality experiences while upholding the standards of the Club.
   
• Leadership - Interpersonal: Building strong relationships with members, staff, and board members. Demonstrating empathy, active listening, and effective communication skills to foster collaboration and address concerns. Skilled in delegating tasks and empowering others to achieve goals.
   
• Club Governance: Understanding the legal and ethical frameworks that guide private club operations, including member rights and responsibilities, board structures, and regulatory compliance. Ability to foster positive relationships with Board members and committee chairs.
   
• Emotional Intelligence: Being aware of and managing one's own emotions, while understanding the emotions of others. This allows for navigating complex situations and building trust.
   
• Financial Acumen: Understanding financial statements, budgeting, cost control, and financial analysis specific to the private club industry.
   
• Human Resources - Legal: Understanding employment laws and regulations to ensure fair and compliant HR practices, including recruitment, compensation, and performance management.
   
• Strategic Management: Develop long-range plans that consider the club's vision, mission, and competitive landscape. Setting goals, allocating resources, and measuring progress.
   
• Leads Change & Supports Innovation: Championing new ideas and initiatives that improve the club's operations and member experience. Effectively communicating and managing change processes to gain buy-in from members and staff.

KEY RESPONSIBILITIES         

• Enhance Member and Guest Experience: Demonstrate a genuine passion for providing exceptional service. This includes enhancing member experience, upgrading facilities, and ensuring variety in the food and beverage offerings for the Club.
• Staff Training and Empowerment: Coordinate and oversee comprehensive training programs to ensure staff are well-equipped to deliver high-quality service. Empower staff by providing them with the tools, resources, and authority to resolve issues on the spot, enhancing the overall member experience.
• Monitor and Improve Service Standards: Regularly assess service delivery and financial viability through member feedback and performance metrics, while implementing continuous improvement initiatives to maintain high service standards.

• Build Strong Relationships: Engage regularly with members, staff, and board members to understand their needs, concerns, and expectations. Use active listening and empathy to build trust and foster a collaborative environment.
• Effective Communication: Maintain open lines of communication with all stakeholders, ensuring that information is shared transparently and that concerns are addressed promptly. Implement feedback mechanisms to gauge member and employee satisfaction, addressing issues proactively.
• Conflict Resolution: Address conflicts or complaints with empathy and professionalism, ensuring that all parties feel heard and respected. Build positive relationships and foster a collaborative work environment.

• Ensure Regulatory Compliance: Stay updated on legal and ethical guidelines related to private club operations, ensuring that all club activities comply with relevant regulations.
• Governance Best Practices: Work closely with the Board of Directors to implement governance best practices, including clear communication of member rights and responsibilities, and adherence to board structures and procedures.
• Policy Development: Assist in the development and enforcement of club policies that align with legal standards and reflect the club's mission and values.

• Self-Awareness and Regulation: Maintain self-awareness and emotional control in all interactions, particularly in high-stress or conflict situations, to model professionalism and composure.
• Understand and Manage Member Emotions: Be attuned to the emotional states of members and staff, using this awareness to navigate sensitive situations and build strong, trusting relationships.
• Empathy and Support: Provide support and understanding to both members and staff during challenging times, demonstrating genuine concern for their well-being.

• Financial Planning and Budgeting: Strong understanding of financial and capital management. Work closely with the Controller to support the development and management of budgets that align with the club's strategic goals, ensuring financial stability and sustainability. This includes awareness of cost control measures and financial planning for capital projects.
• Financial Analysis: Regularly review financial statements and performance metrics to identify areas for improvement and ensure the club remains financially healthy.
• Optimize Revenue Streams: Explore and implement new revenue-generating opportunities while managing costs effectively, particularly in the food and beverage sector and member programming.

• Safety: Knowledge of public health and safety regulations and the ability to ensure the safety and well-being of staff and members (OSHA, ADA, etc.). Ability to ensure the safety and well-being of staff and members. Experience in developing and implementing emergency preparedness plans.
• Employee Relations: Ensure the Club is operating within Federal Laws and Regulations (Americans with Disabilities Act, Civil Rights Act, etc.). Work with the team to develop Performance Management Goals and Development Plans that align with Key Performance Indicators.
• Legal: Experience working effectively with legal counsel to address compliance issues, proactively identify potential legal risks, and implement mitigation strategies. Ensure that the general manager is familiar with the club's insurance policies and understands how to ensure compliance with insurance requirements.

• Develop Long-Term Plans: Lead the creation of strategic plans that align with the club’s vision and mission, focusing on long-term sustainability and member satisfaction. This includes addressing capital investment needs and facility upgrades.
• Resource Allocation: Ensure resources are allocated efficiently to meet strategic goals, including budgeting for necessary maintenance, improvements, and a major facilities upgrade.
• Measure and Report Progress: Regularly assess progress towards strategic goals, using key performance indicators (KPIs) to guide decision-making and provide updates to the board, staff, and membership.

CANDIDATE PROFILE