POSITION SUMMARY
The General Manager (GM) is the Chief Operating Officer 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, staff, 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 efficiency,
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 significant facility upgrades, improve financial 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 financial 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 staff daily.
- Collaborate closely with the Board, providing candid, timely updates and
actionable recommendations.
Metrics: Member and staff engagement scores; frequency of GM presence in Club
areas; Board satisfaction ratings; 360-degree feedback.
Financial Management
- Oversee all financial operations, with a focus on optimizing and managing
costs, budgeting, and addressing F&B (Food & Beverage) financial performance.
- Evaluate and upgrade financial systems and reporting for transparency and
efficiency.
- Ensure financial viability and process improvement across all departments.
- Provide regular, clear financial updates to the Board and implement corrective
actions as
- needed.
Metrics: Budget adherence; F&B cost variances; timeliness and accuracy of
financial reporting; successful implementation of upgraded financial systems;
funding long-term capital plans.
Facilities & Capacity
- Lead the ongoing modernization and maintenance of Club facilities, addressing
aging infrastructure and optimizing space (including fitness, 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 fitness access.
Member Experience
- Champion a culture of personalized service, community, and social connection,
while upholding Club traditions.
- Oversee improvements in F&B offerings 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, staff,
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 effectiveness; 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 fitness 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 qualifications:
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, financial analysis, and
capital planning, with a track record of improving financial 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 staff.
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 field required;
industry certification (CCM, CCE) is preferred.
