General Manager

Title: General Manager

SUMMARY:

The General Manager serves as the heart and soul of the community, providing an unparalleled level of service that mirrors the experience of a luxury resort. This leadership role requires an unwavering commitment to excellence in operations, resident satisfaction, and staff development, all while upholding the Association's mission and values.

With a keen eye for detail and an innate passion for hospitality, the General Manager oversees and inspires a team across multiple departments, including Concierge, Maintenance, Engineering, Valet, Security, UOA Community Management, Administration, Training, and Homeowner Communications. The GM also fosters a strong relationship with the Board of Directors, ensuring a seamless, five-star living experience for all residents.

This role demands a proactive and hands-on approach, combining high-touch service with strategic leadership to elevate the property's overall performance and reputation.

SCHEDULE:

• Monday - Friday: 8:00 AM - 5:00 PM
• Flexibility for extended hours to prepare for and attend Monthly Board Meetings, weekend events, and additional meetings as required.

24/7 emergency availability to respond to urgent situations, including floods, fires, and resident concerns.

QUALIFICATIONS:

• A true hospitality professional, dedicated to exceeding expectations and creating an atmosphere of warmth and service.
• Exceptional ability to multitask, problem-solve under pressure, and maintain a composed, solutions-driven approach.
• Strong leadership skills, with a focus on fostering team pride, professional development, and accountability.
• Hands-on management style, with a willingness to oversee administrative tasks, reporting, and project management directly.
• Lean Six-Sigma certification and/or experience preferred, ensuring operational efficiency and process improvement.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Resident & Guest Experience:

• Cultivate a five-star living environment that mirrors the hospitality of a world-class resort.
• Ensure a high level of personalized service, addressing resident needs with efficiency, empathy, and professionalism.
• Act as an ambassador of hospitality, fostering a welcoming and service-driven culture among staff.
• Maintain strong communication with the Board of Directors, residents, realtors, and vendors to ensure seamless property operations.

Operations & Financial Leadership:

• Conduct daily property inspections alongside the Building Engineer to ensure excellence in maintenance and presentation.
• Analyze financial reports to assess operational effectiveness and make strategic recommendations to the Board.
• Manage cash flow and reserve accounts to support capital improvement projects and ongoing financial health.
• Oversee vendor selection, contract negotiations, and project management with transparency and due diligence.
• Maintain compliance with all applicable laws and regulations, ensuring the highest operational and ethical standards.

Team Development & Leadership:

• Inspire and lead a diverse team with motivation, accountability, and clear performance expectations.
• Provide hands-on coaching and development opportunities to elevate the skills and service levels of all staff.
• Conduct regular training on hospitality standards, guest engagement, and proactive problem-solving.
• Foster an open-door communication culture, ensuring collaboration across all departments.

Safety & Emergency Management:

• Implement and enforce best-in-class safety and security procedures to protect residents, guests, and staff.
• Act as the point of contact for all emergency situations, ensuring swift and effective response strategies.
• Oversee preventative maintenance programs to safeguard the property's physical assets and long-term value.

Meetings & Communication:

• Attend and actively participate in Monthly General Manager Meetings, Board Meetings, and key property-related discussions.
• Prepare and present reports detailing property conditions, project updates, and financial summaries.
• Maintain a high level of responsiveness in resident and Board communications, ensuring timely follow-up to inquiries.

SUPERVISORY RESPONSIBILITIES:

• Oversee a dynamic team of 65-75 employees, including 11 leaders. Ensuring consistent training, motivation, and performance management.
• Conduct performance appraisals, set clear goals, and foster a culture of accountability and recognition.
• Partner with Human Resources and the Board of Directors on staffing, employee relations, and professional development initiatives.

HOSPITALITY & TRAINING STANDARDS:

• Uphold and enhance brand standards to deliver an exceptional resident experience.
• Create an environment where team members can thrive, grow, and feel empowered to exceed expectations.
• Implement luxury service protocols to maintain the highest level of guest satisfaction.
• Stay attuned to industry trends and best practices, ensuring a progressive and innovative hospitality approach.

EDUCATION & EXPERIENCE:

• Bachelor's Degree in Hospitality/Hotel Management preferred, or equivalent experience in a luxury residential or resort environment.
• A strong background in financial management is preferred
• Proven track record of success in high-end hospitality, property management, or related industries.

This is more than a management role-it's an opportunity to create an elevated living experience where every detail matters. If you have a passion for service excellence and a commitment to hospitality-driven leadership, we welcome you to apply and be part of our team!

#LI-KK2