Position: General Manager (GM)
Report To: Group Head of Operations (GHOO)
Working Hours: Mon-Fri, 10:00-18:00 (and emergencies)
Our client The Quarters by Bravo offers the best value short to medium stay option in London, with high-specification and thoughtfully designed suites located in convenient locations with exceptional transport links. Their expert on-site management team ensures a seamless experience for their guests throughout their stay.
Role Description:
The General Manager has overall responsibility for the on-site operations and performance of the asset and the on-site team. You will be a skilled manager used to working with small teams and complex organizational structures. You will have a good knowledge of either BTR/Co-living or hotel/hospitality operations with a track record of success in a similar role.
You will need to hit the ground running and be the figurehead of a well-known and stabilized property with plenty of opportunities for further improvement, putting guest experience at the forefront of your approach. You will be comfortable presenting and answering internally and externally, and bringing in new ideas and initiatives to continue the growth of revenues and retention for the property.
Responsibilities:
- Accountable for the day-to-day operation and performance of the site and all on-site staff members.
- Ensure 100% occupancy, financial, and compliance targets are consistently met, and performance is monitored and recorded.
- Manage and monitor KPIs for onsite maintenance and housekeeping teams, coordinating periodic inspections and assessments around the building.
- Ensure the building is presentable and monitored by all staff on-site, define and maintain service standards, and develop a positive culture of service throughout the whole team.
- Ensure that the building meets all statutory compliance, health and safety requirements at all times.
- Ensure that processes, procedures, and policies are in place and followed correctly. Review and update these processes where necessary. Manage a document library of these processes.
- Conduct regular one-to-ones with the onsite team, daily briefings, and annual appraisals for the property staff members, focusing on development and upskilling wherever possible.
- Ensure that the training of the team is up to date and that any new starters are trained and inducted competently. Stay up to date with industry and legislative changes and roll out updates and training where necessary.
- Understand Head Office requirements and ensure that all KPIs and SLAs are met. Ensure lean operating costs and increased income wherever possible.
- Work closely with the accounts team to ensure that financial records are correct, to produce accurate reporting. Review month-end financial performance and work towards setting operational budgets and tracking spend versus budget on a regular basis in hand with the GHOO.
- Ensure that any Local Authority Notices or Environmental Health Notices are resolved with the GHOO.
- Work closely with the site team to improve community engagement, customer experience, and ensure a smooth customer journey.
- Demonstrate a passion for culture and events, leading the team to conceive and deliver a compelling program of guest engagement that sets the development apart.
- Remain flexible to meet the demands of a lean agile business.
Requirements:
- Previous experience as a Block/Property Manager, Reception Manager.
- Strong numerical and financial skills, with the ability to manage budgets, handle P&L, and oversee revenue and expenditure.
- Experience in a tenant/guest-facing role.
- Strong record of people management experience, team leadership, and communication skills.
- Excellent time management, organization, and multi-tasking skills in a fast-paced work environment.