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Responsible for the Resort in the absence of the General Manager.  Assists Team Leaders to ensure efficient and profitable operations by performing the following duties personally or through fellow Team Members.  Contacts representatives of government, business, associations, and social groups to solicit business for hotel by performing the following duties. Responsible to oversee thorough cash out report, balancing in areas of petty cash, safe and drawer.  Coordinates and provides leadership to the Guest Services/Reservations.  Responsible for ensuring 100% Guest satisfaction.

Essential Duties and Responsibilities include the following:

  • Responsible for hotel operations in absence of General Manager.
  • Assists General Manager with daily monitoring and management of all financial statements and responds appropriately. Supervises proper handling of cash.
  • Responsible for supervising all areas of the Hotel, to set and attain goals as well as to set performance standards for each department.
  • Conducts Team Member/Leader PRD’s for respective departments. Trains and motivates Team Leaders and Members in all areas.
  • Conducts analysis of activities, costs, operations of Resort business units to determine its growth and progress toward stated goals and objectives.
  • Ensures training of all Team Members.
  • Completes Hotel Management System training, along with Willow Valley training.
  • Reviews budgeted room nights and sales. Compares with reservations on the books. Plans appropriate promotions and rate adjustments to assure budgets are met. Helps establish minimum/maximum stay dates through Revenue Management.
  • Monitors Lodging establishments closely to keep the Hotel in line with room rates and service prices.
  • Establishes customer service initiatives for each operating department and measures effectiveness.
  • Establishes and maintains operation procedures in each department.
  • Serves as On-Call Manager on Duty and Manager on Duty.
  • Conducts monthly meetings with each Management Team and Monthly Team Leader meetings with outlined agenda.
  • Ensures Hotel payroll is accurate; responsible for approving/signing off on payroll records.
  • Coordinates work orders and maintenance.
  • Explores opportunities to utilize technology to reduce expenses. Assists in the implementation of new software.
  • Achieves budgeted sales and maximum profitability. Creates new programs in response to changing market conditions and revenue opportunities.
  • Maintains a high personal level of visibility throughout the Hotel.
  • Assists with Guest complaints and special requests. Listens to Guests and Team Members on a regular active basis to receive input and feedback for use in future plans.
  • Follows established company policies, procedures, and practices to ensure compliance and consistency with all Team Members and Guests.
  • Schedule requires flexibility.
  • Performs other duties as assigned.

Supervisory Responsibilities

Manages subordinate Team Leaders who supervise Team Members in Guest Services, Breakfast, Maintenance, and Housekeeping.  Is responsible for the overall direction, coordination, and evaluation of these units.  Also directly supervises non-supervisory Team Members.  Carries out Team Leader responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training Team Members; planning, assigning, and directing work; appraising performance; rewarding and disciplining Team Members; addressing complaints and resolving problems. Responsible for and designating a back-up for processing departmental payroll components in a timely manner, such as weekly timesheet approvals, transferal of hours, PTO, entering schedules, etc.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor’s degree (B. A.) from four-year college or university; or eight years related experience and/or training.

Certificates, Licenses, Registrations

Hilton GM Certified preferred but will train

Hilton Brand Training upon hire

RAMP Training preferred but will train

CPR Certification preferred but will train

Safety Policies and Practices

The Team Member in this position is responsible for following Willow Valley’s safety policies and procedures, promoting safety, and identifying areas for improvement. The Team Member must be knowledgeable about and follow Willow Valley’s Safety Manual. The Team Member will be reviewed annually on workplace safety.

Team Member is aware of safety hazards and acts pro-actively to prevent injuries. Reports injuries and illness promptly and thoroughly. Attends training meetings, performs site safety inspections and conducts Team Member training when appropriate.

Computer Skills

General Computer Skills with experience using Word, Excel, Power Point, Email Internet Software, MS Windows OS and Hilton OnQ or PEP.

Signatory Authority

Sign purchase requisitions and invoices for expenditures for products and services continuously required to carry out the functions of your operational area in accordance with the annual Willow Valley Associates, Inc. Signature Authority Limits.

Complexity and Judgment

Work involves the performance of complicated tasks and requires consistent investigation and interpretations in unusual situations. Independent judgment is used on a continuous basis.

Guest & Team Member Relations

This position requires the ability to resolve issues with Guests, Team Members and/or the public. Influencing and persuasion are frequently used skills of this position.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

Physical Demands

While performing the duties of this job, the Team Member is regularly required to use hands to finger, handle, or feel and talk or hear.  The Team Member frequently is required to stand; walk; sit; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.  The Team Member must frequently lift and/or move up to 25 pounds and occasionally lift and/or move more than 100 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The noise level in the work environment is usually moderate.

Willow Valley, a local Lancaster County company, offers the following full-time benefits:

  • Medical, Dental, and Vision Insurance
  • Matching 401(k)
  • Employee Assistance Program
  • Free Life Insurance
  • Paid Time Off
  • Hotel Discount Program
  • Fun Work Environment!

Willow Valley Associates is an Equal Opportunity Employer.

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