General Manager

The General Manager (GM) is responsible for leading, directing, and evolving a world-class luxury wellness guest experience in line with The Aerial, BVI’s brand culture. This role ensures financial success, operational excellence, and exceptional service delivery while overseeing all aspects of the property’s management. The GM will work closely with department heads to drive profitability, ensure seamless operations, maintain sustainability efforts, and provide a superior guest experience.

Additionally, the GM is responsible for overseeing the maintenance and upkeep of all island infrastructure and equipment, ensuring proper procurement practices, and leading the Aerial Recovery team at Redemption Ranch. The GM must also ensure that all teams adhere to The Aerial, BVI’s high service standards.

• Work with ownership to incorporate new ideas for the ever-evolving premier product and enforce the guidelines that ensure the product stays true to the brand.
• Actively participate in the planning of the company’s budget and annual goals.
• Lead the development of operational plans and performance objectives.
• Train and oversee  the Finance Manager and Operations Manager on financial goals and cost control measures.
• Direct team managers in the execution and monitoring of daily operations and ensure service standards are consistently met.
• Ensure guest & owner’s feedback is regularly reviewed, communicated, and acted upon.
• Oversee and enhance guest experience strategies, ensuring that HNWIs and UHNWIs receive exceptional, personalized service.
• Ensure all teams follow The Aerial, BVI’s brand and service standards.

• Ensure the team understands the WHY of what we do and filters decisions and operations through that understanding.
• Set a high standard for professionalism and leadership, leading by example.
• Maintain a visible leadership presence, actively engaging with both guests and employees on a daily basis.
• Ensure all managers conduct daily stand-ups and team meetings to align with daily tasks, goals and standards.
• Oversee the recruitment, training, and development of team members.
• Conduct annual performance reviews and provide clear growth pathways for employees.
• Ensure a positive, motivated work environment, encouraging team engagement and retention.
• Work with HR to ensure compliance with BVI labor laws and employment best practices.

• Work alongside the Finance Manager to review financial reports, control expenses, and maintain profitability.
• Ensure procurement aligns with quality and cost-efficiency, ensuring that the best materials and products are sourced at competitive rates.
• Review monthly invoices, budgets, and financial statements, ensuring accountability.
• Oversee capital expenditure projects, ensuring they align with The Aerial, BVI’s long-term growth strategy.
• Ensure that all departments adhere to their budget allocations.

• Walk the entire property daily making lists of repairs and maintenance, also train the team to understand not only design standards but maintenance standards ensuring the property’s high standards are understood as everyone’s responsibility.
• Oversee all maintenance of infrastructure, property, and operational equipment.
• Ensure preventative maintenance schedules are in place to avoid operational disruptions.
• Conduct regular inspections to uphold luxury wellness hospitality standards.
• Work closely with the Maintenance Manager and Farm & Grounds Manager to ensure sustainability initiatives are implemented.
• Maintain the physical property, guest rooms, public spaces, and employee housing, ensuring a safe, clean, and aesthetically exceptional environment.

• Provide strategic leadership to the Aerial Recovery team at Redemption Ranch.
• Ensure Redemption Ranch’s operations align with The Aerial, BVI’s values.
• Assist in the planning, development, and execution of impact-driven initiatives.
• Oversee guest engagement opportunities related to philanthropic activities.

• Manage employee accommodation at Bar Bay, ensuring the following is arranged or rectified:
  • Weekly housekeeping of communal spaces.
  • Reporting any maintenance issues to the Maintenance Manager.
  • Supporting the General Manager with property walks, inspections, and improvements during gap periods.
  • Ensuring housing agreements and rules are adhered to.
  • Managing the rooming list for full-time and part-time residents.

• Develop and maintain referral agreements with at least five local businesses (e.g., resorts, sailing companies, travel agencies).
• Establish and nurture partnerships with local restaurants, cafes, and bars to cross-promote services and create package deals.
• Build and maintain an excellent relationship with the BVI Tourism Board, Puerto Rico Tourism Board, and other relevant tourism boards.
• Create co-branded marketing materials to be displayed at partner /high tourism locations.
• Identify and approach local event planners, wedding planners, and corporate event organizers to promote the resort as a premium event venue.
• Develop event packages for weddings, corporate retreats, and private parties.
• Organize and host open island events and familiarization tours for local event planners and businesses.
• Design and implement referral incentive programs for local businesses, staff, and individuals.
• Develop loyalty programs for frequent visitors and local customers.
• Create special offers and discounts for locals to use the resort for dining, spa services, and other activities.
• Participate in local community events and festivals to promote the resort.
• Sponsor or co-host local events to increase visibility and reputation.
• Engage with local media (radio, newspapers, blogs) to feature the resort in news and articles.
• Work with the marketing team to develop targeted advertising campaigns.
• Ensure the resort’s presence on local tourism websites, travel guides, and directories.
• Distribute promotional materials (brochures, flyers, posters) in high-traffic local areas.
• Gather feedback from local visitors and partners to improve services and offerings.
• Monitor local market trends and competitors to adapt strategies accordingly.
• Provide monthly reports on local marketing activities, results, and new opportunities identified.
• Work with Reservations Specialists to complete the following:
  • Contract Modernization: Standardize all contracts, ensuring clarity and compliance, and streamline the contracting process via Dropbox Sign.
  • Reservations Expertise: Provide exceptional customer service, handle reservation calls as needed, and ensure a seamless booking experience.
  • Daily Reservations Alignment: Participate in the daily reservations call at least 2x weekly to stay informed of trends and collaborate with the reservations team.
  • Guest Engagement Champion: Conduct personalized island tours for prospective guests as needed.
  • Post-Stay Guest Experience: Ensure timely follow-up emails after guest departures.
  • Data-Driven Decision Making: Compile weekly reports on booking pace and analyze Oracle reports, share helpful information to increase bookings & repeat customers.
  • Wedding Planning Support: Maintain a wedding costing pamphlet for prospective couples.
  • Crafting Packages: Develop a variety of specialized occasion packages (e.g., family reunions, corporate retreats, romantic getaways).
  • Community Connection: Spearhead local outreach initiatives and encourage local bookings.
  • Rate & Inventory Management: Work with reservations to optimize pricing strategies using Synxis, ensuring dynamic rate adjustments.
  • Customer Experience Optimization: Provide constant feedback to the reservations team for optimizing bookings and guest satisfaction.
• Contribute to the development and execution of marketing strategies.
• Attend sales and marketing events, representing The Aerial, BVI in industry networking opportunities when good opportunities are availabe.
• Oversee and host FAM trips, influencer partnerships, and PR events.
• Build and maintain strong relationships with travel agencies, corporate clients, and luxury lifestyle brands.

• Serve as the primary liaison between Island owners (Britnie Turner & Jeremy Locke) and The Aerial, BVI’s team.
• Ensure Island owner’s requests are met promptly and efficiently.
• Conduct regular meetings with Britnie Turner, providing operational updates.

• Implement and oversee emergency preparedness plans, including hurricane response and crisis management.
• Ensure compliance with BVI labor laws, safety regulations, and operational licenses.
• Work with medical consultants to maintain high standards of guest and employee health and safety.
• Ensure we have optimal insurance while keeping value/affordability in mind.
• Uphold environmental sustainability initiatives, ensuring responsible use of resources and reducing waste.

• Maintain total confidentiality as to the identity of guests staying on the property including Island Owner’s private lives.
• Dress in The Aerial, BVI island uniform and maintain professional grooming standards while on duty and ensure the staff do as well.
• Assist in island/business preparation for hurricanes or other significant events.
• Support and participate in the island’s charitable activities.
• Behave professionally and appropriately as a representative of the island, both on and off duty.
• Abide by The Aerial’s core values and employee handbook.
• Be able to passionately speak on the island’s values and give back initiatives.
• Undertake any reasonable project requested by a management member or Island owner.

✔ Visionary leadership & strategic thinking
✔ High-level procurement & cost-efficiency strategies
✔ Luxury guest experience personalization
✔ Team development & performance management
✔ Revenue management & financial oversight
✔ Advanced problem-solving & risk management
✔ Crisis response & PR handling
✔ Sustainability & environmental impact management

• Minimum 6+ years as a General Manager in a luxury all-inclusive resort, private island, or boutique hotel.
• Proven track record in financial management, operations leadership, and guest experience excellence.
• Experience in procurement, cost control, and vendor negotiations.
• Strong background in property maintenance and asset management.
• Background in philanthropic or corporate social responsibility initiatives is a plus.
• Bachelor’s Degree in Hospitality Management, Business Administration, or a related field.
• Knowledge of sustainability initiatives and eco-tourism strategies.
• Crisis management & PR experience in handling high-profile guests and unexpected events.

Bonus Experience (not Required)

Background in working in the wellness resort space

Background in sales/reservation

Multiple Languages