Suggestions for a New General Manager

As we begin the search for a new General Manager for RCSC, I believe it's essential to find a leader who is deeply committed to recreation and community engagement rather than those with solely senior community backgrounds.

I envision a candidate with executive management experience in industries such as hospitality, theme parks, cruise lines, or sports management.

Desired Qualities and Experience:
- Leadership Skills: Proven experience managing teams and driving operational success.
- Guest-Centric Focus: A strong background in creating exceptional customer experiences.

Potential Industries and Companies:
1. Hospitality/Resorts: Marriott International, Hilton Worldwide
2. Cruise Lines: Carnival Cruise Line, Royal Caribbean International
3. Theme Parks: Disney, Universal Studios
4. Sports Management: Local sports teams or organizations
5. Health and Wellness: Lifetime Fitness, wellness resorts

What qualities do you think are essential for the new GM? Are there specific candidate experience or industries we should consider?

 

Recreation Centers of Sun City, Inc.

General Manager

Position Summary: The General Manager (“GM”) is responsible for the corporation’s entire operation

and reports directly to the Board of Directors. It is the GM’s duty to implement board decisions and initiatives, as well as to maintain the efficacious operation of the corporation.

Key Duties and Responsibilities:

• Responsible for leading and guiding all aspects of operations, communication, and RCSC

personnel.

• Utilize sound principals of practice and fairness for all Cardholders, homeowners, and employees

in accordance with RCSC policies.

• Guide and facilitate strategic planning. Provide direction to the Board to sustain financial stability

and assure ongoing fiscal ability to achieve long range improvements to RCSC facilities and

infrastructure.

• Promote infrastructure and facility enhancements to ensure that facilities are safe and

aesthetically appealing and promote programs that enhance the overall Sun City AZ experience.

• Responsible for directing high standards of customer service and operation of RCSC facilities.

• Advocate compliance with all local, state, and federal laws, the Restated Articles of Incorporation,

Corporate Bylaws, Board Policies, personnel policies, and all other corporate rules & regulations.

• Manage legal matters for the corporation.

• Provide oversight for the negotiation and control of all contracts, such as those related to

construction projects, rental tenants, purchased services, facilities maintenance and purchasing

agreements.

• Develop and administer statistical indicators to evaluate ongoing services, facilities and personnel

and direct new services as appropriate.

• Provide oversight of marketing and communications.

• Offer supportive guidance to facilitate the timely and responsive oversight of employee coaching,

recruitment, orientation, and retention.

• Assure appropriate record keeping is maintained.

• Attend meetings for RCSC and serve as liaison between the Board, personnel, and Cardholders.

Qualifications:

• A minimum of five years senior management experience with a minimum of two years in

community, recreational and/or hospitality management.

• High-level of computer proficiency required, particularly in Microsoft Office.

Knowledge, Skills and Abilities

• Excellent judgment, analytical, problem-solving, decision-making and people skills with the ability to adjust to changing Board members and priorities.

• Proven ability to assess situations to determine importance, urgency, and risks; and make clear,

timely decisions in the best interest of the corporation.

• Excellent oral and written communication skills with the professional ability to communicate

effectively and courteously under all circumstances.

• Solid leadership with exceptional interpersonal skills to build a strong management team with
commitment, loyalty, and professional decorum.

• High degree of integrity, reliability, and confidentiality is essential.

This is the posted job description for the General Manager of the RCSC. It’s a pretty comprehensive description of what qualifications are needed. The onus falls on the board to hire the best qualified candidate. Narrowing the search to specific industries will make the search more tedious and may produce even worse outcomes. Soft skills , such as customer support and interpersonal communication can be learned if willing to do so. Business acumen and the ability to communicate with customers and the board at a level that allows for clear, concise sharing of information is essential, no matter what background the candidate is coming from.

 

Interview questions that test the scope of their interpersonal communication skills would be a good foundation for finding a good candidate. The resume submitted will reference the needed hard skills such as certifications and education. What needs to be demonstrated is the ability to be emotionally strong and empathetic to the needs of the community residents. An interview question such as “What would your reaction be to a senior member of the community who has you cornered about the cost of bread? Give me an idea of what your response might be? This helps identify the ability to think on their feet as well as rely on their empathetic nature and understanding of human interaction. In my opinion.

 

Hope RCSC is providing comparable information for a successful GM recruitment search:

An impressive Sun City West General Manager Recruitment Brochure they created for their search that includes:
• Mission, Value and Vision Statements
• Profile of a Successful Candidate
• Sun City West Challenges
• Compensation- $200,000 - $250,000

View the brochure

 

To Stephens point the hospitality industry requires many of the soft skills we seek. Many of the duties are spelled out in a board policy and I suspect the job description mirrors that document combined with desired backgrounds. IMHO the job description lacks clarity and prioritization. This is typical of anything designed by a committee: It reflects the unedited thoughts of many. IMHO the most important skill for this position is what we call in Doubles Tennis - Court Presence. For each volley it is important to have instincts shaped by experience to know where to stand, what shot to hit and what you can reasonably expect your partner cover. It is also essential to anticipate what shots your opponents will hit so you can be prepared for them. By analogy a successful GM must be able to separate needs from wants, satisfy current needs and anticipate what needs are on the horizon. They must do all of this in an adversarial or competitive environment which is ever changing. Let's face it, this is a tough job.

 

Has anybody seen the search go out for a General Manager on any of the employment sites yet, or even the requirements? I see we're looking for:
Pool/Spa Technician
Sr. Project Manager
Custodian Foreman @ Marinette
Center Leader @ Bell
Director of Golf
Security System Specialist

But no opening listed for a GM yet?

 

I would prefer we hired someone with a strong a non-profit background who is used to dealing with volunteer non profit boards and their constituents. All of the professions you mentioned don't have the "Board" involved and it seems like another failure in the making. Hopefully we can afford more than someone with only 5 years of Senior Management experience who IMHO would be walked over by tenured employees not to mention the residents.