General Manager - Serviced Apartments

Are you an experienced leader who thrives on delivering the best services?

Are you looking for a position in which you can actively grow a business and affect changes?

Do you want to work for a business delivering a 5* serviced apartment experience to residents with great potential to scale?

If so this could be the position for you!

Main Duties:

The General Manager is responsible to manage property operations on a day-to-day basis to assure optimum performance and continual improvement in the five Key Result Areas (client service, employees, sales/marketing, property appearance, and profit/financial control).

The general manager coordinates, directs and manages the staff and everyday business operations to achieve profitability, guest satisfaction and efficiency while maintaining standards set by the company guest satisfaction.

To ensure that the upkeep and presentation of the apartments are to a high standard.

Main responsibilities

1. Property Management

• Oversee the operations functions of the business.
• Ensure full compliance to operating controls, policies, procedures and service standards.
• Managing and ensuring properties comply with regulations to protect us from negligence claims with regard to Health and Safety.
• Maintaining relevant records for all health and safety matters.
• Be fully aware of and adhere to health and safety, fire and bomb threat procedures.
• Development of an environmental policy and approach to property management

2. Client Service

• Ensuring that the standards of client service, to both guests and owners, is of a high standard.
• Monitor guest feedback and performance data to optimise guest engagement and retention and take appropriate corrective action.
• Review and if necessary revise the standard of service provided to both guest and owner.
• Take ownership of all guest and owner complaints.
• Provide on call, relief or back-up duties as needed and other duties to ensure the optimum operation of the property.
• Develop and further establish a strong and recognised customer service brand.

3. Team Management

• Overseas the performance and contributions of the team
• Hold regular briefings and meetings with all head of departments - Reservations and Revenue, Property and Housekeeping to Coordinate the execution of all activities and functions
• Act as a final decision maker in hiring a key staff
• Determine the profile of the teams match the needs of the business.
• Establish and communicates all policies and procedures to staff.
• Manages employee personnel forms, including hiring, performance evaluations, payroll and benefits related information, etc.
• Conducts performance evaluations; prepares performance improvement plans, disciplinary documentation; conducts terminations.
• Manages and drives the communication strategy within the team.

4. Sales/marketing

• Ensures a comprehensive knowledge of all software in use within the business and that they are used in the most efficient and effective manner.
• Develop and communicate a lettings operations strategy that is aligned with the company and brand and lead in its execution.
• Ensure that the business is promoted in an appropriate relevant and up to date manner on Websites, social media and 3rd party sites.
• Identifies and delivers on opportunities for growth.
• Monitors competitor activity and responds accordingly.

5. Profit/financial control

• Responsible for maximising revenues working alongside the Reservation & Revenue team.
• Develops operational budget and monitor financial performance to ensure goals are met or exceeded and opportunities are identified and addressed.
• Having oversight of the control of costs within the business and departments.
• Providing regular reports to the board based on KPIs particularly, revenue, profit, and occupancy.

About you

• You will be a resilient and tenacious individual who is adaptable to change and will thrive in a fast-paced environment with an ability to set a vision and get the right people in the right places to drive the business continually forwards.
• We are seeking a well-rounded, entrepreneurial individual to drive the commercial outcomes and strategic agenda of this well-known branded property.
• The successful candidate will have a strong business and commercial acumen with a genuine passion for exemplary service. This individual will thrive working autonomously but in a collaborative way with the senior leadership team.
• Experience in hotel / lettings management is desirable but not essential of strong general management skills have been gained elsewhere.
• Proven track record of recruiting hiring and retaining talent
• Proven track record setting and reviewing KPI's, budgets and forecasts and ability to challenge performance
• Strong leader able to deliver agreed strategy and improvements across the business
• Self-starter, capable of handling multi-faceted projects whilst working under pressure
• Is flexible and willing to meet the demands of a 24-hour operation.
• Excels at communication, both verbal and written.

If you have experience in General / Operations Management from within a relevant high-end sector - we'd love to hear from you. Though property/lettings experience is desirable, experience in leadership positions in relevant sectors - hospitality, sales etc would also be transferable into this position

We work as one

The key to growth is in our differences, not similarities. Alongside our partners, building a diverse, inclusive and equal environment is at our core: everyone is made to feel welcome and encouraged to be their authentic self. Respect isn't an opt-in, it's the only way forward.