As the General Manager you will be responsible for overseeing and managing all aspects of the property's operations to ensure the seamless functioning and success of the building. The role is multifaceted, encompassing a wide range of responsibilities that are crucial to the overall success and profitability of the building. From managing day-to-day operations to driving profitability and enhancing the resident experience, the role is pivotal in creating a thriving and vibrant community for residents.

A primary responsibility is to oversee the day-to-day operations of the building, this includes ensuring that the building is well-maintained, building compliance is being met, staff are fully trained to company standards, maintenance issues are reported and addressed in a timely manner, compiling and taking part in company reporting of the site results and driving over all results.

In addition to managing operations, the GM is responsible for driving profitability for the building by working with departments in developing and implementing strategies to increase revenue, reduce expenses, and maximise financial performance.

Enhancing the resident experience is another key aspect of the role. Creating a sense of community within the building, fostering a welcoming and inclusive environment where residents feel valued and well taken care of. Supporting with the organising of events, activities, and social gatherings that bring residents together, encouraging interaction and engagement. Ensure that residents have access to top-notch amenities and services that enhance their quality of life and contribute to their overall satisfaction.

To be successful in role, the GM must possess a strong understanding of the service industry, as well as excellent leadership and communication skills. Leading a team of professionals, including managers, leasing experts, and administrative personnel, to ensure that the building operates efficiently and effectively. Providing guidance, support, and direction to the team, empowering them to excel in their roles and deliver exceptional service to our residents.

Essential Requirements

• Actively embrace and work within the Company Values.
• An honest and trustworthy individual with an exemplary track record.
• Excellent communication and customer service skills
• Minimum 10 years of experience in the hospitality industry, with at least 2 years in a leadership role.
• Proven track record of success in revenue and distribution management.
• Strong understanding of sales and marketing principles.
• Excellent communication, interpersonal, and leadership skills.
• Ability to work effectively under pressure and meet deadlines.
• Take responsibility for your own learning and development
• Able to show an understanding of and commitment to good customer care.
• Self-motivated, with high energy and enthusiasm
• Demonstrable experience of taking responsibility for own actions and development opportunities, maintaining high levels of integrity.
• Commitment to equality, diversity, and mutual respect; accepting differences and treating everyone fairly.

Desirable

• Bachelor's degree in Hospitality Management or related field preferred

Key Tasks

Overall Operations

• Oversee all departments, including front office, maintenance, sales & marketing, and Building Management.
• Develop and implement operational plans to ensure smooth and efficient day-to-day operations.
• Ensure compliance with all applicable laws, regulations, and brand standards.
• Manage and develop a high-performing team of employees.
• Foster a positive and productive work environment.

Facilities and Building Safety

• Assist with the day to day management of reactive and preventative maintenance.
• Assist with turn arounds and undertake redecorating rooms and communal areas.
• Undertake regular building patrols to identify any maintenance requirements or Health and Safety risks, and complete all resultant actions in accordance to the core operating procedures.
• Diagnose and repair problems in domestic appliances, including fault-finding, and monitoring.
• Assess the parts needed for a job and place orders for those parts.
• Support in monitoring compliance with Planned and Reactive Maintenance procedures, such that buildings are safe for both our Residents and our Employees.
• Adherence to Health & Safety policy ensuring that Risk Assessments and Method Statements are obtained/maintained, and that safe systems of work are followed.
• Log any defects with the principal contractor and keep an electronic log of this.
• Follow up on defects to ensure they are repaired in the agreed timeframe.
• Responsible for ensuring that in house PPMs are complete on time such as Fire Alarm, Sprinkler Systems, AOV's and Wet Risers.
• Accompanying risk assessors around the development and ensuring that any actions are completed ahead of their due date.
• Ensuring that regular building inspections are carried out to identify any H&S concerns, maintenance issues, plant equipment faults, security concerns and that the building is presentable at all times.
• Responsible for ensuing that any remedials are reviewed and actioned on the back of all planned preventative maintenance.
• Ensuring that there is a focus on water hygiene throughout the development including void units and communal spaces.
• Have a key focus on building and fire safety and support with building safety case reports where required.
• Coordinate quarterly and annual fire door checks across the development.
• Become familiar with the developments O&M's and fire strategy.

Revenue & Distribution Management

• Work with client and head office to develop implement revenue management strategies to maximize occupancy and rental growth.
• Identify additional commercial opportunities to drive income.
• Implement effective distribution strategies through various channels, including OTAs, direct bookings, and group sales.
• Analyse market trends and competitor activity to optimize pricing and occupancy.
• Manage relationships with key distribution partners.
• Achieve and exceed revenue and profitability goals.

Leasing & Marketing

• Lead the development and execution of leasing and marketing plans.
• Develop and maintain relationships with key clients and partners.
• Oversee the implementation of marketing campaigns to attract new residents.
• Track and analyse marketing performance to measure ROI.

Residents Experience

• Ensure residents receive exceptional service and exceed their expectations.
• Respond promptly and effectively to enquiries and complaints.
• Identify and implement opportunities to improve the residents experience.
• Monitor residents satisfaction metrics and take action to address any concerns.

Financial Management

• Develop and manage the assets budget.
• Monitor and control expenses to ensure profitability.
• Prepare and present financial reports to ownership.

General Responsibilities

• Act at all times in line with the Company Values, integrating these in to all work practices.
• Participate in team, departmental and corporate project and planning processes as required.
• To observe the highest possible standards in relation to customer confidentiality and in compliance with Data Protection legislation.
• To act as an ambassador for the Company in your conduct during working hours and in all contact with customers and third parties connected with the Company's business.
• Support the Marketing Team to implement engaging community building events for residents
• To undertake any other duties as are reasonably requested from time to time.