The Ridge Hotel Lake Geneva
Lodging General Manager
The Ridge Hotel Lake Geneva, Lake Geneva, Wisconsin, United States, 53147
Overview
Lodging General Manager
at
The Ridge Hotel Lake Geneva
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 guest satisfaction and achievement of operating financial goals. The role is the main liaison between guests and associates at the resort’s lodging facilities and aims to foster a culture of service, hospitality and accountability. This role provides strategic oversight to enhance DGN’s resort experience with attention to housekeeping detail and the use of 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 and accountability
Financial acumen with experience budgeting, forecasting, and driving profitability while maintaining 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 (PMS, POS, CRM platforms) and data-driven decision-making
Excellent interpersonal and communication skills with the ability to build relationships with guests, members, staff, and ownership
Experience collaborating across departments (golf, events, membership, F&B) to create seamless resort experiences
Ability to work flexible hours, including evenings, weekends, and holidays
KEY RESPONSIBILITIES
Oversee operations for Front Desk, Guest Services, Housekeeping, Security, Shuttle/Concierge, and other lodging-related services; coach staff to apply quality standards and procedures
Direct transportation management to meet guest needs and coordinate shuttles between resort outlets and local area
Provide daily oversight and leadership, ensuring accountability for goals, performance, staffing, and work plans
Maintain high guest service standards through recruitment, training, and development of empowered teams
Foster a culture of service, hospitality, and accountability
Support resort reservation standards and processes
Master Versa PMS system for reservations, check-in, package logic, guest service standards, and night audit
Lead property tech adoption (e.g., guest apps, contactless check-in, keyless entry, online tipping)
Collaborate with Lodge F&B GM to ensure a seamless guest experience (guest packages, brunch, room service)
Work with the Director of Rooms to deliver warm and personalized arrival and departure experiences
Manage guest recovery, empower front-line staff to resolve issues
Inspect and ensure quality standards in rooms, reception, and common areas
Oversee Marina, Pool (and forthcoming Beach) Services
Represent the resort to guests and condo/homeowners associations; build positive relationships and partnerships with GN members
Develop training, processes, and methods to score 85%+ on guest surveys
Enhance online reputation and ensure lodging information is accurate across platforms; engage with social media and community
Partner with Revenue Manager to optimize ADR and occupancy; maintain room inventory to balance revenue with guest experience
Identify recruitment and training needs; implement development plans for departments
Ensure a safe work environment; coordinate with Maintenance and Safety Committee for emergencies
Set quality standards and goals; work with COO on achieving them
Assist in hiring, coaching, disciplining, and termination of associates in collaboration with HR
Oversee department budgets, including monthly P&L reviews, and identify cost-control opportunities
Promote sustainability and Travel Green certification; engage guests in environmental practices
SUPPORTIVE FUNCTIONS
Use of software including Versa PMS, Microsoft Office; analyze and contribute to operational improvements
Perform other projects as requested while maintaining priorities
WORKING CONDITIONS & PHYSICAL REQUIREMENTS
Flexible work schedule including weekends and holidays
Seasonal peaks May–October; schedule reflects business demand
Ability to stand 8 hours, use a computer, and perform light lifting
ABOUT DESTINATION GENEVA NATIONAL
Based in Lake Geneva, Wisconsin, Destination Geneva National offers signature golf, dining, and on-course lodging, including the 146-room Ridge Hotel. For more information, visit destinationgn.com.
EEO NOTICE
Paloma Resorts is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other legally protected status.
#J-18808-Ljbffr
at
The Ridge Hotel Lake Geneva
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 guest satisfaction and achievement of operating financial goals. The role is the main liaison between guests and associates at the resort’s lodging facilities and aims to foster a culture of service, hospitality and accountability. This role provides strategic oversight to enhance DGN’s resort experience with attention to housekeeping detail and the use of 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 and accountability
Financial acumen with experience budgeting, forecasting, and driving profitability while maintaining 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 (PMS, POS, CRM platforms) and data-driven decision-making
Excellent interpersonal and communication skills with the ability to build relationships with guests, members, staff, and ownership
Experience collaborating across departments (golf, events, membership, F&B) to create seamless resort experiences
Ability to work flexible hours, including evenings, weekends, and holidays
KEY RESPONSIBILITIES
Oversee operations for Front Desk, Guest Services, Housekeeping, Security, Shuttle/Concierge, and other lodging-related services; coach staff to apply quality standards and procedures
Direct transportation management to meet guest needs and coordinate shuttles between resort outlets and local area
Provide daily oversight and leadership, ensuring accountability for goals, performance, staffing, and work plans
Maintain high guest service standards through recruitment, training, and development of empowered teams
Foster a culture of service, hospitality, and accountability
Support resort reservation standards and processes
Master Versa PMS system for reservations, check-in, package logic, guest service standards, and night audit
Lead property tech adoption (e.g., guest apps, contactless check-in, keyless entry, online tipping)
Collaborate with Lodge F&B GM to ensure a seamless guest experience (guest packages, brunch, room service)
Work with the Director of Rooms to deliver warm and personalized arrival and departure experiences
Manage guest recovery, empower front-line staff to resolve issues
Inspect and ensure quality standards in rooms, reception, and common areas
Oversee Marina, Pool (and forthcoming Beach) Services
Represent the resort to guests and condo/homeowners associations; build positive relationships and partnerships with GN members
Develop training, processes, and methods to score 85%+ on guest surveys
Enhance online reputation and ensure lodging information is accurate across platforms; engage with social media and community
Partner with Revenue Manager to optimize ADR and occupancy; maintain room inventory to balance revenue with guest experience
Identify recruitment and training needs; implement development plans for departments
Ensure a safe work environment; coordinate with Maintenance and Safety Committee for emergencies
Set quality standards and goals; work with COO on achieving them
Assist in hiring, coaching, disciplining, and termination of associates in collaboration with HR
Oversee department budgets, including monthly P&L reviews, and identify cost-control opportunities
Promote sustainability and Travel Green certification; engage guests in environmental practices
SUPPORTIVE FUNCTIONS
Use of software including Versa PMS, Microsoft Office; analyze and contribute to operational improvements
Perform other projects as requested while maintaining priorities
WORKING CONDITIONS & PHYSICAL REQUIREMENTS
Flexible work schedule including weekends and holidays
Seasonal peaks May–October; schedule reflects business demand
Ability to stand 8 hours, use a computer, and perform light lifting
ABOUT DESTINATION GENEVA NATIONAL
Based in Lake Geneva, Wisconsin, Destination Geneva National offers signature golf, dining, and on-course lodging, including the 146-room Ridge Hotel. For more information, visit destinationgn.com.
EEO NOTICE
Paloma Resorts is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other legally protected status.
#J-18808-Ljbffr