General Manager II

The purpose of the General Manager II is to ensure the overall success of the community, meeting or exceeding planned objectives for revenue and profit, and ensuring resident, guest and associate satisfaction, and product quality standards are met. The General Manager manages all areas in accordance with Holbrook Life Management standards to achieve a wonder inspired environment of superior resident and guest service and product quality.

Key responsibilities include:

• Maintains Resident and Guest service as the driving philosophy of the community.
• Personally, demonstrates a commitment to the Resident and Guest by anticipating and responding to their needs.
• Is committed to the Company's purpose to inspire every resident and guest to live life to the fullest.
• Ensures all community associates, including new-hires, know all of HLM's Service Standards and are trained and empowered to meet service standards; develops added-value customer service programs.
• Empowers community associates to deliver guest service by encouraging and rewarding responsive guest assistance.
• Leading: Motivate, coach and train team members, set goals and hold team members accountable, and provide appropriate feedback, rewards, and recognition.
• Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to HLM's Standard Hospitality Procedures.
• Effectively hire, retain, manage and motivate associates to ensure achievement of overall financial results, guest and associate satisfaction.
• In conjunction with Chief Marketing Officer, effectively hire, retain, manage and motivate associates to ensure achievement of overall financial results, guest and associate satisfaction.
• Works closely with Sales and Marketing team to develop revenue generating strategies for community; identifies new business leads, and actively pursues leads with Sales and Marketing team (Community Relations, Catering, Retail, The Spa at Holbrook, Pet Spa, Holbrook Expeditions, Holbrook Club)
• Aggressively pursue revenue goals, effectively utilize yield management and revenue maximization tools, and prepare and manage the annual budget.
• Ensure that all associates have the full understanding of the Holbrook Life services and revenue opportunity program.

• Effectively manage and control all operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies.
• Resident and Guest Service: Ensure that the community meets/exceeds HLM and Brand standards for resident and guest satisfaction.
• Training: Analyze service and quality issues, identify training needs, ensure implementation of training programs to optimize results, and adhere to HLM's training guidelines and policies.
• Complete and maintain in a timely fashion all hospitality and brand standard training requirements.
• Support and continuously motivate effective and timely training of all associates.
• Ensure that each Enriched Living and Inspired Living resident receives the necessary care and medical and psychological services to attain and maintain the highest possible mental, physical and spiritual quality of life.
• Plan, develop, implement, and evaluate all community departments and overall operations, including Resident Care, Dining Services, Lifestyles Activities, Inspirations and Environmental Services and implement changes as necessary.
• Interpret and ensure compliance with all associates, residents, families, visitors and regulatory agencies.

The successful candidate will…

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or a total of 6 years’ experience in the 5-Star Hotel or Resort management operations or luxury active adult living campus, demonstrating the ability to effectively lead sales and marketing, finance and accounting.
• Must be at least 21 years of age.
• Must speak and understand English.
• Must have patience, tact, enthusiasm and a positive attitude towards the elderly.
• Must understand hospitality and its relationship to the healthcare/ residential living.
• Must have strong financial management skills, including the ability to translate productivity and profitability objectives into an achievable business plan.
• Must have demonstrated ability to attract, develop and retain qualified Department Managers and associates.
• Must have demonstrated affinity for and ability to work within the structure of a communal living community.
• Must possess the ability to make independent decisions when needed.
• Must possess the ability to deal tactfully with personnel, residents, family members, visitors, regulatory agencies and the general public.
• Must possess the ability to plan, organize, develop, implement and interpret the programs, goals objectives, policies and procedures that are necessary for providing quality care and maintain a sound operation.
• Experience in the development and start-up of a Active passionate living community a plus
• Be willing and able to take and pass a drug screen.
• Be willing and able to consent to and pass a criminal background check.