Xanterra Leisure Holding, LLC

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General Manager

General Manager

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The General Manager (GM) leads the day to day operational functions of Xanterra’ s Mt. Rushmore National Memorial operations including: Food & Beverage (F&B) Operations, Retail Operations, Parking Facility Operations, the support operations including administrative, HR, IT, maintenance & engineering, warehousing, sustainability, employee housing, transportation, employee dining as well as several off-site housing/support properties. The position is project property lead in fiscal and where necessary, operational coordination with both corporate staff and National Park Service (client) project partners.


The position has full P&L oversight for ~$20M annual revenue budget, multiple facilities and a peak season staff of 200 employees and reports to Corporate VP of Operations/Retail.


The property General Manager directs and coordinates concession activities to achieve optimum efficiency with the peak level of guest service. The General Manager (GM) ensures that all policies and practices reflect Xanterra Parks and Resorts mission and values by performing the following duties personally and through supervisory staff. The GM has a primary role on the property ensuring contract compliance, maintaining and enhancing NPS relationships, delivering strong National Park Service (NPS) evaluation scores and meeting the time sensitive NPS formal reporting requirements of the contract and maintaining the assets of Xanterra.


Xanterra has approximately nine ~ (9) years remaining on its contract with the National Park Service. Mt. Rushmore is located in Keystone, South Dakota and is a short commute to Rapid City, South Dakota, a small city, population ~75,000.




  1. Sets the culture example of Mt. Rushmore staff in behavior, demeanor and attention to guests’ needs
  2. Plans, develops and implements concession policies and goals, coordinating the activities of all departments to ensure operational efficiency for the Retail, F&B, Parking Facilities, and employee housing dormitory and housing units.
  3. Oversees the FT, PT and seasonal staff, directing and managing up to 10 direct reports (Department Management level) employees, in addition to a total staff count of +/- 40 year round employees
  4. Establishes KPI’s and works to uncover and build efficiencies into the various operations
  5. Oversight of all administrative functions for the property including heavy contribution to the Budgeting activities of the property.
  6. Execution of capital projects and related projects
  7. Works closely with the local and regional NPS as related to contractual compliance and park regulations and contractual reporting requirements. This position is the day-to-day ‘face of the operation’ interacting with NPS.
  8. Plans and maintains work systems, procedures, and policies that enable and encourage the optimum performance of its people and other resources within a business unit.
  9. Participates in the annual Budget planning process and executes agreed upon Budget throughout the year, applying proper controls.
  10. Ensures adequate staffing levels through proper recruiting and labor management controls. Active in the strategy & planning for staffing levels to match business needs.
  11. Works with HR to ensure the Training and Development goals for the operations are clear and delivered in a timely fashion.
  12. Oversees the revenue & inventory control initiatives, in conjunction with Department management, for Retail and F&B (including Employee Dining), Parking operations, ensuring the proper receiving, transferring, selling/POS activities and timely recording of inventories and/or sales.
  13. Conducts formal walkthroughs with Retail, F&B, Parking staff.
  14. Coordinates contract compliance timelines and submissions to the NPS. Coordinates these efforts/timelines with all applicable Xanterra departments.
  15. Coordinates all Maintenance & Capital activities/projects for the property, tracking project costs and timeliness of proper submissions and approvals to ensure project timelines are met; coordinates property team with Corp. Maintenance & Engineering, VP Ops, Sustainability, and Accounting groups.


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/Experience: Preferred: Bachelor’s Degree with 7 or more years of experience in a hospitality management position (Retail, Lodging and/or F&B), with at least 3 years of full P&L responsibility at GM or Director level. Relevant work experience may substitute for degree.
  • Supervisory Responsibilities: Employee must have the skills needed to effectively manage a large team of seasonal and FT employees
  • Work Ethic: The individual must have the capacity to work in a fast-paced environment where project priorities, task deadlines, and assignments can change quickly and with little notice. The individual must be a self-starter who can work with minimal supervision while working within the guidelines set by their supervisors.
  • Language Ability: Ability to communicate both verbally and in a written format is critical to the success of any individual in this position due to the amount of documentation and training required within the job duties.



To perform the job successfully, an individual should demonstrate the following competencies:


    • Customer Service Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Possesses strong communication and interpersonal skills; responds promptly to needs and requests for service and assistance; fulfills commitments.
    • Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
    • Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
    • Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
    • Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. Strong attention to detail.
    • Leadership Facilitates Change Control Board meetings weekly promoting active participation of attendees and works with the Director of Infrastructure and Security to improve the change control process.
    • Analytical Skills –  Demonstrate strong analytical skills.


Physical Demands


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • The employee must possess physical stamina and condition to withstand extensive standing, lifting, stooping, and bending involved in moving and transporting supplies and equipment weighing from 50 to 100 pounds.
  • Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.



Work Environment


The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is regularly exposed to extreme cold and altitude. The noise level in the work environment is usually moderate.


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