GENERAL MANAGER

SUMMARY

As a General Manager you will be responsible for the overall operation and success of a luxury high-rise community. This role involves overseeing all aspects of community management, including resident relations, team leadership, financial performance, and property maintenance. The General Manager fosters a positive living experience for residents, leads and develops a high-performing team, and ensures the community meets financial and operational goals.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Recruit, hire, onboard, and train new team members.

• Provide ongoing coaching, mentorship, and development opportunities for team members.

• Conduct performance reviews and regular check-ins with individual associates.

• Foster a positive and supportive work environment that encourages team member growth and empowerment.

• Ensure team members follow emergency procedures and comply with local, state, and federal regulations.

• Ensure the team actively practices the "5% Distinction" by providing exceptional customer service to residents.

• Make final decisions on lease agreements and resident applications.

• Address and resolve resident concerns, complaints, and issues promptly.

• Support the Assistant General Manager in resident retention efforts and maintain open communication with residents.

• Cultivate and maintain strong relationships with residents, anticipating their needs and exceeding their expectations.

• Plan and execute exclusive resident events and lifestyle programming that fosters a sense of community and exclusivity.

• Manage budget preparation, financial reporting, and community income flow.

• Maximize net operating income (NOI) while ensuring a positive resident and associate experience.

• Maintain accurate records of financial transactions and ensure compliance with accounting procedures.

• Analyze financial data, identify trends, and make recommendations for improvement.

• Ensure the community is in excellent condition through regular inspections of common areas, vacant units, and amenities.

• Oversee the upkeep of the property, including landscaping, cleanliness, and equipment maintenance.

• Support the Building Engineer in managing inventory, approving vendor contracts, and ensuring safety practices are followed.

• Develop and implement marketing strategies to attract new residents.

• Oversee online marketing efforts, resident event sponsorships, and community outreach initiatives.

• Build relationships with local businesses and organizations to promote the community.

SKILLS AND EXPERIENCE

• 5-6 years of experience in the multifamily industry or a related hospitality field.

• Proven track record of successfully managing and leading a team of multifamily professionals (at least 2 years of experience).

• Associate's degree, bachelor's degree, or equivalent combination of education and experience.

• Strong understanding of financial management principles and practices.

• Excellent communication, interpersonal, and problem-solving skills.

• Proficient in relevant software and technology (property management systems, etc.).

• CAM or IREM certifications are highly desirable.

• Must have a valid driver's license with no major infractions in the last 12 months.

ADDITIONAL CONSIDERATIONS

• Possess a deep understanding of the discerning tastes and expectations of ultra-high-net-worth individuals and a proven ability to foster a sense of exclusivity and personalized service.

• Eloquence to showcase the unique features and custom amenities of an upscale community, highlighting its exclusivity and personalized services.

• Maintain an impeccable personal presentation and project a polished, professional demeanor that reflects the sophisticated ambiance of the property.

• Demonstrate expertise in concierge services, resident events, and lifestyle programming tailored to the discerning tastes of a luxury clientele.

REGIONAL LAWS AND REGULATIONS

The General Manager must be knowledgeable of and comply with all applicable state and federal laws and regulations, including Fair Housing laws, landlord-tenant laws, and privacy laws. Specific regional considerations include:

• Arizona: Arizona Residential Landlord and Tenant Act

• California: California Tenant Protection Act of 2019

• Colorado: Colorado Warranty of Habitability

• Florida: Florida Residential Landlord and Tenant Act

• Georgia: Georgia Landlord-Tenant Handbook

• North Carolina: North Carolina Residential Rental Agreements Act

• South Carolina: South Carolina Residential Landlord-Tenant Act

• Utah: Utah Fit Premises Act

• Tennessee: Tennessee Uniform Residential Landlord and Tenant Act

• Virginia: Virginia Residential Landlord and Tenant Act

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is often exposed to outside weather conditions. The noise level in the work environment is usually moderate.

This job description is intended to provide a general overview of the General Manager role. The specific duties and responsibilities may vary depending on the needs of the community.