JOB DESCRIPTION
• Develop, manage, monitor and report on financial performance against service charge and non- recoverable budgets, optimising resources where practicable, and identifying opportunities to maximise the asset value. • Deliver a luxury customer experience to occupiers and guests, continually seeking to enhance service delivery throughout the individual’s journey. • Develop and implement best practice policies, guides, processes and initiatives for Shard Quarter and the Team, applying a plan for continual improvement, actively seeking to reduce risk wherever practicable, and reporting on results. • Deliver a strategic business model, designed to achieve the asset plan, which considers personnel structure, vision, values and culture. • Oversee the entire Team delegating tasks appropriately to implement a distinctive and first class service strategy that achieves the development asset plan. • Oversee the Technical Services Department to deliver an operational development, which fulfils the service charge’s hard services requirements in a safe and efficient manner, and in compliance with moral and legal regulations. • Oversee the Operations Department to deliver effective security, cleaning, window cleaning and front of house core services to Shard Quarter’s common areas on behalf of the Landlord and for the benefit of the development’s occupiers and guests. • Oversee the Occupier Relations department to ensure the requirements of occupier leases are fulfilled and effective relationships are forged with Shard Quarter occupiers to enhance customer experience and retain lettings.
Reporting to: Reports:
Head of Property Management Head of Technical Services, Operations Manager, Occupier Relations Manager, Business Administrator, Compliance Manager
Overview The General Manager (GM) is ultimately responsible for all strategic operations and day to day management of The Shard Quarter, ensuring a five star service is delivered to customers through the highly engaged and dedicated on site. The GM implements the business culture and management strategy, to ensure delivery of a prestigious property management service, akin with the luxury status of the development. The primary purpose of this role is to safeguard and further enhance Shard Quarter’s reputation and asset value. The role also includes “on call” duties for emergency escalation which is evenly distributed throughout the year. The GM role spearheads all departments within Shard Quarter Team and is responsible for their overarching management; Technical Services, Operations, Occupier Relations and Business Administration. Responsibilities • Overall responsibility for property and facilities management, and associated property related services, within Shard Quarter and it’s Team.
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