Hotel General Manager

Job Summary

At Wrong Way River Lodge & Cabins, we believe hospitality should feel personal, adventurous, thoughtful, and deeply connected to place. We’re looking for a hands-on, highly organized, people-first General Manager to lead day-to-day operations while helping shape the future of one of Asheville’s most unique hospitality properties.

This role is for someone who thrives in dynamic environments, leads by example, enjoys building strong teams and systems, and understands that exceptional guest experiences are created through hundreds of intentional details every day.

You’ll oversee operations across lodging, housekeeping, guest communications, event coordination, inventory management, and team culture… while working closely with ownership to continuously improve the guest experience, operational performance, and long-term growth of the business.

Compensation & Benefits

• Annual salary $55,000 to $65,000 (depending on experience), plus a 10% performance bonus based on company and individual goal achievement
• Company laptop provided during employment
• $75/mo cell phone stipend
• $500/mo Healthcare Reimbursement Arrangement

What You’ll Be Responsible For...

Leadership & Culture

• Ensure the guest experience, company culture, and staff behaviors reflect our mission and values
• Lead, coach, and support a high-performing hospitality team
• Recruit, interview, hire, onboard, and train staff
• Conduct regular team meetings and quarterly 1-on-1 check-ins
• Manage scheduling, task assignments, accountability, and staff development
• Foster a positive, collaborative, and service-oriented work environment
• Handle conflict resolution professionally and proactively
• Help translate company vision into daily operations and team behavior

Operations Management

• Oversee day-to-day operations
• Manage booking activity, guest communication workflows, and operational systems
• Optimize software, systems, SOPs, and operational processes
• Coordinate property maintenance, repairs, and preventative upkeep
• Respond to guest, staff, and property emergencies as Manager on Duty (shared w/ owners)
• Monitor expenses and help improve profitability while protecting the guest experience
• Compile and analyze operational and financial performance reports

Housekeeping & Property Standards

• Manage housekeeping scheduling, labor alignment, and cleaning demand forecasting
• Maintain housekeeping SOPs, training materials, and quality standards
• Conduct regular operational and cleanliness audits
• Coordinate annual deep cleanings and maintenance assessments
• Manage inventory and backstock for linens, towels, supplies, and merchandise
• Ensure all guest-facing and staff spaces remain clean, organized, and well maintained

Guest Experience

• Ensure timely, thoughtful communication with guests across phone, email, SMS, and reviews
• Resolve guest concerns quickly and professionally
• Support event coordination and post-booking guest communications
• Help create memorable, high-quality guest experiences from booking through departure
• Monitor guest satisfaction metrics and identify opportunities for improvement

Revenue & Business Performance

• Help grow revenue while carefully managing operational expenses
• Monitor booking trends, occupancy, and competitor pricing
• Conduct regular rate comparisons and recommend pricing adjustments
• Support NOI growth through operational efficiency and strategic decision-making
• Assist with payroll, reporting, reconciliations, and cash management

Community & Brand Engagement

• Represent Wrong Way positively within the Asheville community
• Support on-site events and partnerships
• Capture photos/videos and contribute to social media storytelling when opportunities arise

What Success Looks Like

• Consistently exceptional guest experiences
• Strong staff engagement and retention
• High operational standards across all departments
• 5-star guest reviews and improving guest satisfaction metrics
• Strong financial performance and NOI growth
• A team culture that reflects our values and mission

What We’re Looking For

• 3+ years of hospitality, hotel, or operations management experience
• Strong leadership, communication, and organizational skills
• Ability to balance big-picture thinking with operational detail
• Comfortable managing both people and systems
• Calm under pressure and solutions-oriented
• Experience with property management systems and hospitality operations software preferred
• Willingness to jump in wherever needed — including occasional frontline operational shifts

Expectations & Time Commitment

• Work onsite a minimum of 3 days per week
• Participate in periodic housekeeping and guest services shifts to stay connected to operations and team dynamics
• Serve as on-call Manager on Duty for urgent guest, staff, or property needs
• Maintain an active and visible presence throughout the property and guest experience

Why This Role Matters

This is not a “sit behind a desk” management role. We’re looking for someone who takes ownership, builds strong systems and stronger teams, and genuinely cares about creating meaningful experiences for guests and staff alike.

You’ll have the opportunity to help shape the future of a growing hospitality business that values authenticity, outdoor culture, thoughtful design, and community impact.

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• Employee discount
• Health insurance
• Paid time off

Work Location: In person