POSITION SUMMARY The General Manager (GM) is the Chief Operating O?cer of Vancouver Lawn Tennis & Badminton Club, responsible for all day-to-day operations and the realization of the Club’s strategic objectives. Reporting directly to the Board of Directors, the GM leads a diverse team to deliver an outstanding sporting, social, and hospitality experience for over 4,000 members and their guests. The GM is expected to be a highly visible, approachable, and engaged leader who is present throughout the Club, fostering open communication, and building strong relationships with members, sta?, and the Board. Direct reports include: Controller, Membership & Marketing Director, Facilities Director, Member Services Manager, HR Manager, Food & Beverage Director and Athletics Director. Current challenges and opportunities include: Optimizing operational e?ciency, enhancing GM visibility and engagement with the membership, managing funded capital projects, modernizing systems and processes to improve transparency and enable data-driven decision-making, and overseeing union relations—all while fostering a cohesive and connected membership community. The Vancouver Lawn Tennis & Badminton Club is in a period of renewal and enhancing the member experience. The next General Manager will be expected to lead signi?cant facility upgrades, improve ?nancial systems, and enhance both member and operational excellence. The role requires a leader who is present, approachable, and ready to address member capacity, infrastructure challenges, and evolving member expectations – while preserving the Club’s rich traditions and fostering a vibrant, inclusive community. KEY COMPETENCIES & RESPONSIBILITIES To be successful in this role, the General Manager will need to demonstrate the following competencies. These same areas will be a focus for performance evaluation, ensuring clear expectations and ongoing support. GM/Leadership * Serve as a visible, engaged leader who embodies the Club’s values and sets high standards for operational, cultural, and ?nancial performance. * Build, inspire, and hold accountable a high-performing management team. * Maintain a strong presence in all areas of the Club, engaging with members, guests, and sta? daily. * Collaborate closely with the Board, providing candid, timely updates and actionable recommendations. Metrics: Member and sta? engagement scores; frequency of GM presence in Club areas; Board satisfaction ratings; 360-degree feedback. Financial Management * Oversee all ?nancial operations, with a focus on optimizing and managing costs, budgeting, and addressing F&B (Food & Beverage) ?nancial performance. * Evaluate and upgrade ?nancial systems and reporting for transparency and e?ciency. * Ensure ?nancial viability and process improvement across all departments. * Provide regular, clear ?nancial updates to the Board and implement corrective actions as * needed. Metrics: Budget adherence; F&B cost variances; timeliness and accuracy of ?nancial reporting; successful implementation of upgraded ?nancial systems; funding long-term capital plans. Facilities & Capacity * Lead the ongoing modernization and maintenance of Club facilities, addressing aging infrastructure and optimizing space (including ?tness, tennis, pickleball, and social areas).   * Develop and execute capital plans to expand capacity, reduce overcrowding, and enhance member access to courts and amenities.   * Ensure facilities meet or exceed member expectations for quality and safety. Metrics: Completion of capital projects on time/budget; member satisfaction with facilities; improvements in court and ?tness access. Member Experience * Champion a culture of personalized service, community, and social connection, while upholding Club traditions.   * Oversee improvements in F&B o?erings and social programming to enhance the member experience.   * Foster strong relationships with members and create a vibrant social environment. Metrics: Member satisfaction/NPS scores; participation in social events; positive feedback on F&B and community atmosphere. Communication * Ensure clear, proactive, and transparent communication with members, sta?, and the Board regarding Club plans, changes, and progress. * Utilize multiple channels to keep all stakeholders informed and engaged. * Address concerns and feedback promptly and constructively. Metrics: Stakeholder feedback on communication e?ectiveness; frequency and quality of updates; resolution time for member concerns. Operational Excellence * Oversee all aspects of Club operations, ensuring seamless coordination between departments. * Address areas of dissatisfaction, including court and ?tness access, facility age, F&B costs, and management responsiveness. * Ensure compliance with legal, regulatory, and safety standards. Metrics: Reduction in member complaints; ; operational audit results; compliance rates. CANDIDATE PROFILE The General Manager is responsible for leading the team to achieve Vancouver Lawn Tennis and Badminton Club’s strategic objectives. The ideal candidate will possess the following quali?cations: Professional Experience: Demonstrated success as a General Manager, COO, or equivalent at a member-focused hospitality, recreational, or resort facility of similar size and complexity. Leadership: A dynamic, results-oriented leader who is visible, approachable, and skilled at motivating high-performing teams. Proven ability to engage with a board of directors and uphold strong governance. Financial Acumen: Expertise in budgeting, cost control, ?nancial analysis, and capital planning, with a track record of improving ?nancial systems and addressing F&B performance. Member Focus: Deep understanding of the culture and expectations in a membership-driven organization, with a commitment to delivering exceptional, personalized member experiences. Strategic & Innovative Thinking: Ability to develop and implement strategies for facility modernization, space optimization, and long-term Club success. Operational Excellence: Experience overseeing all operational aspects of a complex club environment, including facilities, F&B, events, and recreational programming. Communication: Exceptional verbal and written communication skills, with a focus on transparency, clarity, and responsiveness. Values & Promotes Diversity: Commitment to fostering an inclusive, welcoming environment for all members and sta?. Professional Development: Passion for continuous learning and staying current with industry trends and best practices. Committed to enabling and empowering others to pursue their career aspirations while consistently striving to deliver exceptional service to members. Education: Bachelor’s degree in business, hospitality, or related ?eld required; industry certi?cation (CCM, CCE) is preferred.