General Manager
The Boulevard Club
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The Boulevard Club – An unrivaled social and sporting oasis on the waterfront.
The Boulevard Club is a vibrant, lakeside community carved out of the peaceful shores of Lake Ontario. As the only lakefront, multi-sport recreation and social club in Downtown/West Toronto, The Boulevard Club delivers an unmatched member experience that’s rich in history and tradition yet focused on the future. From spectacular views and year-round recreational activities to family-friendly services, an easy-access marina, and top-notch sports facilities, it simply does not get more relaxed or vibrant.
For over a century, The Boulevard Club has built a reputation around time-honored traditions, exemplary service, and unrivaled athletics programs for all ages and abilities, including tennis, badminton, water sports, fitness, swimming, pickleball, recreational gym, and more.
The Club takes pride in creating an exceptional Member experience thanks to an equally diverse and inclusive team. Team members are vital to the success of the Club and the Club continues to value and develop their exceptional staff. If you would like to lead a team of professionals and build your career at one of Toronto’s top private clubs, The Boulevard Club may be a great fit.
CORE VALUES
– Welcome and include everyone with warm hospitality.
– Listen to and recognize diverse points of view.
– Treat others with the utmost respect.
– Support continuous improvement and long-term financial viability.
– Commit to being an environmentally sustainable Club.
ABOUT THE CLUB
Member-Owned Private Club
Total Members: ~4,000
Gross Revenue: $18M
Annual Dues Revenue: $6.6M
Annual F&B Revenue: $4.5M
Full-Time Equivalent Employees: 267
AMENITIES
POSITION SUMMARY
The General Manager reports directly to the Board President and is responsible for leading and inspiring the entire team to consistently provide Members with the best all-around sporting and hospitality experience possible. This position oversees all operational functions of the Club. Direct reports include the Director of Marketing, Communications, & Membership; Director of Finance; Human Resources Director; Clubhouse Manager; Racquets Director; Yachting Director; Athletics & Wellness Director; and the Club’s Executive Administrator.
KEY COMPETENCIES
To be successful in this role, the General Manager will need to demonstrate the following competencies. These same areas will be a focus for your performance evaluation, ensuring clear expectations and ongoing support.
Models Hospitality and Service Excellence: Creating a welcoming and exceptional experience for members and guests in all areas of the Club. Setting high standards for service and ensuring staff are well-trained and empowered to deliver.
Leadership – Interpersonal: Building strong relationships with members, staff, and board members. Demonstrating empathy, active listening, and effective communication skills to foster collaboration and address concerns.
Leads Change & Supports Innovation: Championing new ideas and initiatives that improve the club’s operations and member experience. Effectively communicating and managing change processes to gain buy-in from the Board, Members and Staff.
Values & Promotes Diversity: Fostering a welcoming and inclusive environment that respects and celebrates the diversity of the membership.
Club Governance: Understanding the legal and ethical frameworks that guide private club operations, including member rights and responsibilities, board structures, and regulatory compliance.
Emotional Intelligence: Being aware of and managing one’s own emotions, while understanding the emotions of others. This allows for navigating complex situations and building trust.
Strategic Management: Developing long-range strategic and capital planning that aligns with the club’s vision, mission, and competitive landscape. Setting goals, allocating resources, and measuring progress.
Financial Acumen: Understanding financial statements, budgeting, cost control, financial analysis, and capital funding strategies that are specific to the private club industry.
KEY RESPONSIBILITIES
The following responsibilities align with the competencies outlined above and are crucial for ensuring the Club’s continued success and member satisfaction. The GM must be able to lead with empathy, innovate strategically, and manage the club’s resources effectively while maintaining a strong focus on service excellence and inclusivity.
Models Hospitality and Service Excellence
- Enhance Member and Guest Experience: Lead the ongoing refinement of the club’s culinary approach and oversee the operational plan to implement these improvements. This includes enhancing service standards, upgrading facilities, and reimagining the food and beverage offerings for the Club.
- Staff Training and Empowerment: Coordinate and oversee comprehensive training programs to ensure staff are well-equipped to deliver high-quality service. Empower staff by providing them with the tools, resources, and authority to resolve issues on the spot, enhancing the overall member experience.
- Monitor and Improve Service Standards: Regularly assess service delivery and financial viability through member feedback and performance metrics, while implementing continuous improvement initiatives to maintain high service standards.
Leadership – Interpersonal
- Build Strong Relationships: Engage regularly with members, staff, and board members to understand their needs, concerns, and expectations. Use active listening and empathy to build trust and foster a collaborative environment.
- Effective Communication: Maintain open lines of communication with all stakeholders, ensuring that information is shared transparently and that concerns are addressed promptly. Implement feedback mechanisms to gauge member and employee satisfaction, addressing issues proactively.
- Conflict Resolution: Address conflicts or complaints with empathy and professionalism, ensuring that all parties feel heard and respected.
Leads Change & Supports Innovation
- Champion New Initiatives: Lead the development and implementation of an innovative Master Plan to modernize club facilities, enhance programming, and improve overall operations. This involves driving improvements in outdated areas (dining spaces, sports facilities), and making recommendations to the Board regarding maintenance and capital allocations.
- Manage Change Processes: Effectively communicate the benefits of change initiatives to the board, staff, and members, securing their buy-in and managing transitions smoothly. Provide clear timelines, expectations, and support during the implementation of new initiatives.
- Continuous Improvement: Stay informed of industry trends and member preferences, using this information to drive continuous improvement in club offerings and operations.
Values & Promotes Diversity
- Foster Inclusivity: Create an inclusive environment where all members feel welcomed and valued, regardless of their background or preferences. This includes ensuring that club programming and events cater to a diverse membership.
- Cultural Awareness: Provide diversity and sensitivity training for staff to ensure they can effectively interact with and serve a diverse membership.
- Diverse Programming: Expand the variety of programs and events offered to reflect the diverse interests and backgrounds of the club’s membership.
Club Governance
- Ensure Regulatory Compliance: Stay updated on legal and ethical guidelines related to private club operations, ensuring that all club activities comply with relevant regulations.
- Governance Best Practices: Work closely with the Board of Directors to implement governance best practices, including clear communication of member rights and responsibilities, and adherence to board structures and procedures.
- Policy Development: Assist in the development and enforcement of club policies that align with legal standards and reflect the club’s mission and values.
Emotional Intelligence
- Self-Awareness and Regulation: Maintain self-awareness and emotional control in all interactions, particularly in high-stress or conflict situations, to model professionalism and composure.
- Understand and Manage Member Emotions: Be attuned to the emotional states of members and staff, using this awareness to navigate sensitive situations and build strong, trusting relationships.
- Empathy and Support: Provide support and understanding to both members and staff during challenging times, demonstrating genuine concern for their well-being.
Strategic Management
- Develop Long-Term Plans: Lead the creation of strategic plans that align with the club’s vision and mission, focusing on long-term sustainability and member satisfaction. This includes addressing capital investment needs and facility upgrades.
- Resource Allocation: Ensure resources are allocated efficiently to meet strategic goals, including budgeting for necessary maintenance, improvements, and a major facilities upgrade.
- Measure and Report Progress: Regularly assess progress towards strategic goals, using key performance indicators (KPIs) to guide decision-making and provide updates to the board, staff, and membership.
Financial Acumen
- Financial Planning and Budgeting: Strong understanding of financial and capital management. Work closely with the Controller to support the development and management of budgets that align with the club’s strategic goals, ensuring financial stability and sustainability. This includes awareness of cost control measures and financial planning for capital projects.
- Financial Analysis: Regularly review financial statements and performance metrics to identify areas for improvement and ensure the club remains financially healthy.
- Optimize Revenue Streams: Explore and implement new revenue-generating opportunities while managing costs effectively, particularly in the food and beverage sector and member programming.
CANDIDATE PROFILE
The General Manager is responsible for leading the team to achieve The Boulevard Club’s strategic objectives. The ideal candidate will possess the following qualifications:
Professional Experience: Proven success as a General Manager/Chief Operating Officer at a member-focused hospitality, recreational, or resort facility of similar size and volume. Demonstrated expertise in operational management, enhancing guest experience, and leading high-impact and complex projects.
Leadership: A dynamic, results-oriented leader with a proven ability to build and motivate high-performing teams, effectively engage with a board of directors, drive a strong governance structure, and uphold the mission and vision of the Club.
Business Acumen: Strong financial acumen, including negotiating, budgeting, forecasting, and profit and loss management. Knowledge of investment and financial structuring is preferred.
Member Focus: An understanding of the culture in a membership-driven organization and a commitment to fostering exceptional member experiences.
Strategic Thinking: Ability to develop and implement strategies to drive revenue, enhance member satisfaction, and ensure the club’s long-term success.
Operational Excellence: Experience in overseeing all aspects of Club operations and events.
Communication and Collaboration: Excellent communication and presentation skills and the ability to build strong partnerships within the club and with members.
Professional Development: A passion for continuous learning and staying current with industry trends.
COMPENSATION
The Club will offer an attractive year-round compensation package, commensurate with experience, which will include a competitive base salary, benefits, and performance bonus.
INQUIRIES
IMPORTANT: Interested candidates should submit their resume along with a detailed cover letter which addresses the qualifications and describes your alignment/experience with the prescribed position by September 22, 2024. Those documents must be saved and submitted in Word or PDF format (save as “Last Name, First Name, Boulevard Club Resume” and ‘Last Name, First Name, Boulevard Cover Letter”) respectively to: https://bit.ly/4dz1QSb
LEAD SEARCH EXECUTIVE
Michael Gregory
Managing Director & Partner
michael.gregory@ggapartners.com
905.475.4030
