Campus General Manager

The purpose of the General Manager 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:

• Resident and Guest Services:
• 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.
• Promotes the Company’s commitment to ensuring each resident and guest experiences a warm welcome, is wonder inspired and receives a fond farewell. (HLM Steps of Service)
• 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.
• Ensures community standards contribute to the delivery of consistent guest service.

Leadership:

• 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.
• Serves as a mentor to support the Associate General Manager

Sales & Marketing:

• 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)

Profit Management:

• 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.
• Quality:
• 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.

Training & Standards:

• 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.

Compliance and Regulations

• 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.
• Represent the community by participating in senior level meeting with the Home Office, the medical community, outside support agencies, ancillary providers and private and governmental agencies.
• Operate community according to federal, state and local requirements.
• Plan, develop and maintain an ongoing quality assurance action to correct deficiencies and implement and maintain effective marketing and public relations programs.
• Maintain proper documentation and records on all associates in accordance with applicable regulations.

Safety & Security:

• Ensure a safe and secure environment for associates, guests and visitors and implement safety rules and drills.