General Manager

The General Manager is pivotal in managing the relationship of our customers with our Operations Team which consists of on-site Resident Relations, Customer Resource Center representatives and our sales team. The General Manager collaborates with all team members to promote a cohesive operating environment that enhances the community’s relationship with its customers and offers them an unparalleled level of service. The General Manager promotes “People Serving People” by instilling the Guiding Principles and PRIDE philosophies in all touch points with our customers and fellow associates. The General Manager is responsible for multiple assets with Community Managers as direct reports.

**Customer Service** * Create an environment of hospitality for residents, prospects and vendors. Respond to and resolve requests and concerns in a timely and mutually beneficial manner. Ensure follow up occurs in all situations to achieve timely resolution and satisfaction. * Ensure a proactive approach in servicing residents is adopted for all key customer touch points with an emphasis on the customer’s application, move in and move out experience. Serve as the customer relations manager by maintaining a strong resident feedback loop for these experiences. * Identify and understand on-site resident preferences so that events and activities are coordinated in conjunction with the Customer Resource Center to create a sense of community for residents. Assist in the development of on-site lifestyle programs that enhances the personality and unique features of the community while accommodating resident preferences. **Sales** * Collaborate with the Leasing Manager to achieve and maintain Pod occupancy/availability goals. * Support the sales process by conducting prospect tours and demonstrate the value the property offers based on the prospects needs in order to close the sale. Complete follow up on all prospects and applicants. **Business Operations** * Evaluate key metrics for the community (NPS, social media feedback, financial performance) to ensure Company objectives are met. Establish property objectives and monitor progress towards objectives. * Recruit, mentor and hold associates accountable to policies and procedures and to perform at an optimal level by setting goals that are in alignment with company key results and expectations. Develop team by ensuring they have the appropriate training and resources needed to excel. Make recommendations regarding Human Resources issues; evaluate work of staff. * Partner with the Revenue Management group to ensure “right pricing” is in place at the community, to include competitive analysis, market awareness, etc. Manage on-site revenue and expenses to plan and provide explanations for monthly financial variances. Assist with preparing budgets and forecasting. * Oversee community projects to ensure the least amount of impact to the residents and prospects. Communicate extensively when residents are impacted. Ensure timelines are adhered to . * Accountable for maintenance and aesthetics of the property with support from corporate and service team. * Perform other related duties as assigned.

**Specialized Skills** * Customer service (5-10 years of experience) * Public relations (5-10 years of experience) * Sales experience (5-10 years of experience) * Lease-Up experience * Problem resolution * Detail-oriented and organized, able to multi-task * Effective communication **Requirements** * Bachelor’s Degree required * Ability to work weekends * Valid driver’s license * Physical environment * Frequent standing, sitting, walking, stooping, bending, climbing stairs * Lifting up to 20 Lbs * Driving a golf cart or car * Working in an office environment and occasionally outdoors **Equipment / Machinery Used** * Basic computer skills * Printer / scanner, telephone and fax * Calculator and copy machine * Electronic key system