General Manager - Manchester

PMR are seeking an experienced General Manager for a brand-new residential development in Manchester.

The General Manager will be responsible for the day to day management of the onsite team and ensuring that there is a thriving community within the building. As well as being integral to the mobilisation period through; detailed product and service specification, marketing & sales strategy, furnishing and preparation of the building, recruiting and training the operations team, engaging with the local community and partners.

PMR are seeking a General Manager with the following qualities:

• Experience as a leader customer facing roles essential, ideally from hotel, retail, student accommodation or residential sectors.
• Warm and welcoming personality, passionate about community (inside and outside of the building).
• Great communication skills with strong commercial development focus
• Competent with Microsoft Office, can write well and is capable in learning new systems.
• Passionate about process development, management and seeing tasks through to their conclusion.
• Highly self-motivated and ambitious in achieving goals

Key Accountabilities

People Management

• Recruit the right people with the right skills for the team.
• Organise both initial and refresher training with site-based employees as required.
• Conduct regular 1-2-1 and appraisals with site team, ensuring clear, concise and achievable targets are set.
• Performance manage employees in line with policy and ensure each team member has a proactive improvement or development plan.

Building Management

• Compile management information reports for presentation to senior management.
• Conduct regular visual inspections of the property (common areas, hallways, entrance, stairs, etc.) to proactively identify areas for improvement and/or repairs needed
• Assess and organise prompt completion of repairs, through efficient use of in-house staff and contractors.
• Ensure Building Systems (Fire, Safety etc.) are operational and receive proper testing on regular basis to comply with regulation and recommended testing from the providers.
• Assist with the renewal of maintenance contracts and sourcing of new contractors.
• Ensure all H&S issues are investigated, taking appropriate action as necessary.

Marketing & Lettings

• Work closely with marketing colleagues to develop and implement a strategy to let the building.
• Set the tone for upbeat and informative tours being provided across the building by your onsite team.
• Regular review site marketing material to ensure compliance with brand standards, relevance and up-to date content.
• Ensure a smooth onboarding process so residents have a seamless check in journey and are aware of how the building operates.
• Actively manage enquiries via relevant systems
• Drive content across social channels and internal communication mediums including the resident App to include latest news and updates for residents and onsite team.

Community Engagement & Satisfaction

• Deliver best-in-class service to ensure resident satisfaction and retention.
• Coordinated branded programme of events led by HQ team, whilst also encouraging residents to run their own events.
• Maintain systems with up to date customer feedback and personal preferences.
• Review results of annual customer satisfaction survey and develop an action plan to produce year and years improvements.
• Connect with local charities through the Community Investment Programme and encourage residents to get involved and volunteer periodically.
• Establish and continually review customer proposition via offers, partnerships for residents etc
• Ensure the app is maintained with events and information for residents.
• Promote community engagement amongst residents with similar interests, backgrounds or connections.

Budget Control

• Responsibility for all operational aspects of the annual budget setting process, ensuring costs provide an accurate forecast of expenditure.
• Accountable for maintaining expenditure in line with the approved budget. Monthly review of expenditure against budget, ensuring commentary is provided for significant variances.
• Liaison with internal accounts team for processing of invoices, production of P&L and general account queries.
• Responsible for driving efficiency of spend across the business and for highlighting areas where evolving operations require additional spend to meet customer and colleague expectation.

Rental Collection

• Collection of rents on time, using approved methods.
• Liaison with third party debt collection agents for recovery action on non-payments.
• Maximise non core income and investigate and propose additional income streams.