Role Purpose

The General Manager is accountable for all operational performance, administrative duties, and

compliance activities within their designated property. They ensure the smooth delivery of day-to-day services,

maintain high standards of safety, quality, and customer satisfaction, and support both team members and

residents to deliver an exceptional student living experience. Acting as the key link between the on-site team and

Sales team, the Accommodation Manager ensures the property consistently meets its financial, operational, and

compliance objectives while fostering a positive, community-focused environment for residents.

Operational Leadership

• Provide effective line management, guidance, and daily support to a small team, fostering a high-performing, motivated, and customer-focused team.
• Lead recruitment, onboarding, and ongoing development of team members, conducting regular 1-2-1s and performance appraisals to set clear and achievable targets.
• Manage all logistical aspects of property operations, including check-ins, check-outs, turnaround and inspections, ensuring a seamless resident journey.
• Oversee the performance of third-party service providers, including cleaning, maintenance, and contractors, ensuring high service standards and adherence to contract agreements.
• Serve as the primary out-of-hours point of contact for incidents, providing prompt and professional resolution of issues to maintain resident safety and satisfaction.
• Ensure the property is consistently presented to a high standard, maintaining cleanliness, safety, and visual appeal.
• Organise and oversee the completion of repairs and planned preventive maintenance, working with internal teams and external contractors to ensure timely resolution.

Performance & Reporting

• Take full accountability for the property's operational and financial performance, achieving and exceeding KPIs related to debt recovery, service levels and compliance.
• Produce and present high-quality weekly and monthly management reports, providing insight into operational performance, expenditure, and budget variances.
• Identify and implement opportunities to add value to the property and enhance resident experience through innovation and service improvements.
• Monitor and review expenditure against budget, providing detailed commentary on variances and ensuring financial targets are met.

Compliance & Accreditation

• Ensure full compliance with company policies, health and safety regulations, and statutory requirements, maintaining robust systems and audit readiness at all times.
• Carry out regular safety checks, inspections, and planned maintenance activities to ensure operational integrity and regulatory compliance.
• Ensure all resident-reported maintenance is completed to a high standard, delivered respectfully, and within agreed SLA timeframes.
• Act as a first-stage responder to complaints and incidents, ensuring fair, timely, and brand-aligned resolutions.
• Support accreditation and audit processes, maintaining accurate documentation and proactive compliance management.
• Ensure system administration is in line with company expectations.
• Comply with the local authority concerning council tax and licensing.

Financial & Strategic Management

• Lead the annual budget setting process, ensuring accurate forecasting of income and expenditure for the academic year.
• Review financial performance monthly, ensuring costs are controlled and aligned with business objectives.
• Build and maintain positive relationships with universities, local authorities and key stakeholders to support reputation, support and community engagement.
• Contribute to the strategic direction of the property by identifying new business opportunities, partnerships, and operational efficiencies.